At HOKA STORE, we’re committed to helping athletes like you perform at your best. Our shipping and returns policies are designed with your needs in mind, offering flexibility for performance gear that doesn’t meet your expectations while maintaining strict quality standards for specialized products.

Shipping Information

Order Processing

We process all orders within 1-2 business days of payment confirmation. You’ll receive tracking information via email once your order ships.

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

  • Standard Shipping ($12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after shipment
  • Free Shipping (Orders over $50):
    • Carrier: EMS
    • Delivery time: 15-25 business days after shipment

Note: We ship worldwide except to certain Asian countries and remote regions. International customers may be responsible for customs duties and taxes.

Returns & Exchanges

Our Return Philosophy

We understand that performance gear needs to meet exact specifications. If your HOKA purchase doesn’t deliver the performance you expect, we’ll make it right through our athlete-focused return process.

Eligibility & Timeframe

You may return or exchange most items within 15 days of delivery, provided they meet these conditions:

  • In original, unworn condition (with tags attached)
  • In original packaging (shoe boxes must be undamaged)
  • Accompanied by proof of purchase

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • Socks (unless defective)
  • Sports Bras (unless defective)
  • All Injury Prevention & Recovery products (final sale due to medical compliance requirements)

Step-by-Step Return Process

Step 1: Initiate Your Return

Email our support team at [email protected] with:

  • Subject line: “RETURN REQUEST: [Your Order Number]”
  • Photos of the item(s) in original condition
  • Reason for return
  • Your preferred resolution (refund or exchange)

Step 2: Receive Authorization

Our team will respond within 24 business hours with:

  • Return Authorization Number (RMA)
  • Prepaid shipping label (US customers)
  • Customs documentation (international returns)

Step 3: Ship Your Package

  • Securely package items using the original box when possible
  • Affix the provided label and drop at any FedEx/DHL location
  • For international returns, complete the customs form declaring contents as “Returned Goods”

Step 4: Track & Confirm

We’ll email confirmation when your return is processed (typically within 3 business days of receipt at our warehouse).

Refund Timeline & Methods

Payment Method Processing Time Refund Method
Credit Cards (Visa/MasterCard/JCB) 5-7 business days Original payment method
PayPal 3-5 business days Original PayPal account

Note: International bank transfers may take an additional 3-5 days to appear in your account.

Exchange Process

For size exchanges on eligible apparel or running shoes:

  • Follow the standard return procedure
  • Include a note specifying desired size/color
  • We’ll ship the replacement immediately upon receiving your return

Additional customs fees may apply for international exchanges.

Damaged or Defective Items

If you receive a damaged or defective product:

  • Do not wear or wash the item
  • Take clear photos of the damage/defect
  • Email within 48 hours of delivery with “DEFECTIVE ITEM” in subject line
  • We’ll arrange expedited replacement at no cost

Contact Information

For urgent return inquiries, contact [email protected] with “URGENT RETURN” in subject line (response within 2 business hours).

HOKA STORE
1671 Apple Lane, Bloomington, US 61701