Last Updated: December 2023

Our Commitment to Active Lifestyles

At Hoka Shoes Sale, we understand that proper footwear is essential for peak performance in your chosen activities. Whether you’re hitting the trails, running tracks, tennis courts, or simply walking through daily life, we’re dedicated to ensuring you have the perfect gear to support your active journey. Our shipping and returns policies are designed with athletes in mind – straightforward, efficient, and focused on your satisfaction.

Shipping Information

Order Processing Time

We process all orders within 1-2 business days after payment confirmation. You’ll receive a shipping confirmation email with tracking information once your order is on its way.

Shipping Methods & Timeframes

  • Standard Shipping (DHL or FedEx)
    • Cost: $12.95
    • Delivery Time: 10-15 business days after shipment
  • Free Shipping (EMS) – For orders over $50
    • Cost: Free
    • Delivery Time: 15-25 business days after shipment

Please note: Delivery times may vary depending on your location and customs processing. International customers are responsible for any customs duties or taxes.

Returns & Exchanges Policy

Return & Exchange Timeframe

You may return or exchange items within 15 days from the date you receive your order. This gives you ample time to ensure your footwear meets your performance needs.

Eligibility Requirements

  • Items must be in original, unworn condition
  • Original packaging and tags must be included
  • Proof of purchase required
  • Customized or personalized items cannot be returned
Important Note on Hygiene-Sensitive Items: For health and hygiene reasons, we cannot accept returns on items where the hygiene strip has been removed or shows signs of wear. This is particularly important for athletic footwear where direct foot contact occurs.

Non-Returnable Products

Based on our product categories and hygiene requirements, the following cannot be returned once used:

  • All footwear with removed hygiene strips
  • Customized or personalized items
  • Any items showing signs of wear

Step-by-Step Return Process

Step 1: Initiate Your Return Request

Contact our customer service team within the 15-day return window using the template below:

Return Request Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Email to: [email protected]

Dear Hoka Shoes Sale Team,

I would like to request a [return/exchange] for my recent purchase.

Order Number: [Your Order Number]
Product Name: [Product Name]
Size: [Size]
Reason for Return/Exchange: [Please specify reason]
Preferred Resolution: [Refund/Exchange for different size/Exchange for different product]
If Exchange: [Preferred alternative size or product]

I confirm that the item is in its original condition, unworn, and includes all original packaging and tags.

Thank you,
[Your Full Name]
[Your Email Address]
[Your Phone Number]

Step 2: Wait for Authorization

Our team will respond within 1-2 business days with:

  • Return authorization number
  • Shipping instructions and return address
  • Return shipping label (if applicable)

Step 3: Package and Ship Your Return

Please include:

  • Item in original condition
  • All original packaging and tags
  • Copy of your order confirmation or packing slip
  • Return authorization number clearly visible on the package

Step 4: Processing Your Return

Once we receive your return, we will:

  • Inspect the item within 3-5 business days
  • Process your refund or exchange
  • Send confirmation email

Refund Information

Refund Timeline

  • Credit Card Payments: 5-10 business days after return processing
  • PayPal Payments: 3-5 business days after return processing
  • Bank Transfers: 7-14 business days after return processing

Deductions

  • Original shipping fees are non-refundable
  • Return shipping costs are the customer’s responsibility unless the return is due to our error
  • Refunds will be issued to the original payment method

Exchange Process

  • We’ll ship your replacement item once we receive and inspect your return
  • Exchanges are subject to product availability
  • If your preferred exchange item is unavailable, we’ll issue a refund
  • No additional shipping charges for size exchanges

International Returns

As we serve athletes worldwide (excluding some parts of Asia and select remote locations):

  • International customers are responsible for return shipping costs
  • Customs duties and taxes for returned items are the customer’s responsibility
  • Please mark the package as “Returned Goods” to avoid additional customs charges

Need Assistance?

Our customer service team is here to help active individuals like you get the perfect fit for your athletic needs.

Email: [email protected]
Response Time: 1-2 business days
Address: 943 Romano Street, Cambridge, US 02141

Thank you for choosing Hoka Shoes Sale. We’re committed to supporting your active journey with quality footwear and exceptional service.