How to Return or Exchange
Please read full HOKA.com Return Policy for complete terms and conditions.
Try them out, that’s what our 30-day Guarantee is all about (60 days to test flight if you’re a HOKA Member). If they’re not what you’re looking for, and meet the below criteria, send them back to us for an exchange or return. Your Membership Benefits are available immediately. Just make sure you’re logged into your account during checkout to use your Membership Benefits.
Step One: Determine your return eligibility.
To be eligible for exchange or return, your product must meet the following criteria:
Received from HOKA.com, HOKA Call Center, or official HOKA store within the last 30 days (60 days for HOKA Members).
Be sent back as a complete pair.
Products must be returned in original packaging if available.
Footwear returned as a complete pair with any additional parts and any other components included.
Monogrammed, personalized products, Gift Cards, and final sale products (with a red line through the tag) cannot be returned or exchanged.
Returned products must be in our current product line, which is posted on HOKA.com.
If your product does not meet all of the above return/exchange criteria, it may still be eligible to return if it meets the criteria of our warranty policy. Check out Warranty Information for criteria details and next steps.
Step Two:
CLICK HERE TO START YOUR EXCHANGE OR RETURN
Complete the correct Return form based on where the product was purchased.
For online orders, select Printable Label or QR Code:
If you choose to print your return form and label:
Print and include your return form in the package with your shoes.
Place the return shipping label on the outside of the return box.
Drop your package off at your local UPS location.
Track your return once it has been scanned into the UPS system (please allow up to 3 business days for the package to track).
If you choose to use a QR code:
Bring your item packaged and ready to ship to your local UPS location.
They will scan the QR code and handle the shipping label for you.
Track your return once it has been scanned into the UPS system (please allow up to 3 business days for the package to track).
You’re done! Once your returned item has reached our warehouse you will get a confirmation email!
- For items purchased from a HOKA Store or received as a gift:
Print your return form. If returning multiple items, make sure you have a return form for each item enclosed in the box. If you are on a mobile phone, you can print to a wireless capable printer or print the copy that was emailed to you later.
Insert the completed return form in the box with your return item(s).
Ship the return package to the address below using a trackable shipping method, and you’re done!*
Hoka Returns Department
2757 Westpoint Blvd
Mooresville, IN 46158
*Free return shipping is eligible for orders placed through hoka.com only. HOKA Store purchases and items received as gifts are not eligible for free return shipping; the consumer is responsible for costs incurred in mailing the items to our warehouse.
Returning or Exchanging Products Purchased from HOKA.com:
Items purchased directly through our website are eligible for free returns and exchanges* if eligible based on the below criteria.
*Free returns and exchanges are eligible within the contiguous US only. Items purchased from HOKA Stores are not eligible for free return shipping. See below for instructions for HOKA Store purchases.
If returning a previously exchanged product, go to the Returns Center and enter the entire order number including _EX (Example: USHK12345678_EX) and the billing or shipping zip code.
What if I change my mind about returning or exchanging after I have received my label?
As long as you have not sent your items in, you can redo the return form to modify your exchange or return request issuing a new QR code or return label for processing.
How many times can I exchange my order?
If you’ve already processed an exchange on an order, you may be able to process a second exchange.
If the exchange item is higher value, your original form of payment will be charged the difference. If lower, you’ll be refunded the difference.
If the exchange item is unavailable or unable to process successfully, you will be issued a refund for the value of the returned item to replace it at your convenience.
What If My Exchange Is Out Of Stock?
Exchange requests are subject to product availability. If the requested item is no longer available at the time of return processing, a credit will be issued to the original form of payment.
Returning an Item Purchased from a HOKA Store:
For quick and easy returns and exchanges, we’d suggest taking your item back to a HOKA Store location with your proof of purchase for assistance.
Although we do accept returns for items purchased from one of our HOKA Stores through our online return form, you are responsible for costs incurred in mailing the items to our warehouse. Free return shipping is only eligible for orders placed through hoka.com.
Returning an Item Not Purchased from HOKA.com or a HOKA Store:
If you purchased your HOKA product from an authorized retailer, please contact the authorized retail location for exchange or returns. HOKA does not accept site returns for products purchased at authorized retailers.
See the list of authorized HOKA retailers HERE.
What If I Used Afterpay?
Orders placed on HOKA.com using Afterpay as a form of payment can only be exchanged for the same model, width, and color.
Does the Original Receipt Need to Be Provided?
You are required to include a copy of your proof of purchase to confirm the product is within our return policy timeframe.
If returning an item for warranty evaluation, please note our warranty policy is only eligible on items within one year of the purchase date by the original customer. You are required to include a copy of your proof of purchase to confirm the product is within one year of the purchase date to be eligible under our warranty policy. See Warranty Information for details.
What Is The Processing Timeframe?
Returns and exchanges may begin processing shortly after carrier scan, but all return item(s) are evaluated and verified for authenticity once received at our warehouse. If an item is returned that is not our product, early processing of exchanges or refunds will be reversed.
You will receive an email confirmation once your return has processed. Please allow up to 15 business days from the date we receive your item(s) for your return to be processed. Processing times may vary seasonally.
How Can I Schedule a Pickup for My Exchange or Return?
Schedule a UPS return pickup HERE. Simply fill out the required fields in the online form. Please note: Scheduling a pickup with UPS is subject to charge depending on your area. Please work directly through your UPS account for specific cost details, timeframes and pickup details.
Is Proof Of Purchase Required?
Yes! Proof of purchase is required to return your product to us.
How Do I Get My Refund?
We do not accept returns from authorized retailers back to HOKA.com. Please reach back out to your local retailer for return or exchange options.
We cannot issue any refunds on shoes not originally purchased through our company. We sell our products at the suggested retail price and this is the amount of credit you will be issued. We are not responsible for additional markups incurred through the original purchase location.
What Is The Processing Timeframe?
Your return can take up to 15 business days after they are delivered to our warehouse. You can use your tracking number to verify the delivery of the package to the processing location. If you need to contact our customer care team we will require the tracking information to further assist you.
Returning to a HOKA Store:
Customers who purchased their HOKA products through our website can bring their items to HOKA store to potentially process an exchange or return. Please note, online orders will experience the same return or exchange process in-store as they would processing their own return or exchange online.
Returns: If returning products in-store that were originally purchased through HOKA.com, you will be refunded for the value of the eligible return item(s). Refund(s) will be processed back to the original form of payment. Although this processes immediately in our system, it may take a few business days to reflect in your account based on your bank’s policies.
Exchanges: If requesting an exchange in-store for products that were originally purchased through HOKA.com, your return item(s) will be sent to the warehouse on your behalf and (if accepted) your requested exchange item(s) will be shipped to you at no additional cost once your return item(s) have been received and processed.
See “Returning or Exchanging Products Purchased from HOKA.com” above for instructions on returning or exchanging your online order through our quick, easy, and free* online return/exchange process. (*free return shipping is eligible within the contiguous US only.)