Shipping Policy

At Hoka Sports Gear Shop, we’re committed to providing quality sports equipment and apparel with convenient shipping options and a hassle-free return process. Please review our policies below to ensure a smooth shopping experience.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays). You will receive a confirmation email with tracking information 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
  • Includes tracking and insurance
• Free Shipping (orders over $50):
  • Carrier: EMS
  • Delivery time: 15-25 business days after shipment
  • Includes basic tracking

International Shipping

For international orders (outside the United States):

• Customers are responsible for any customs duties, taxes, or fees
• Please ensure your shipping address is complete and accurate
• Some product restrictions may apply based on destination country regulations

Returns & Exchanges

We want you to be completely satisfied with your purchase. If you’re not happy with your order, you may return most items within 15 days of receiving your order for a refund or exchange.

Return Eligibility

To qualify for a return or exchange:

• Item must be unused, in original condition with all tags attached
• Original packaging must be intact
• Proof of purchase is required

Non-Returnable Items

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

• Swimwear and underwear (from our Badespaß category)
• Personal protective equipment (helmets, mouthguards, etc.)
• Opened packages of balls (from our Bälle and Basketbälle categories)
• Custom or personalized items
• Clearance or final sale items

How to Return an Item

Follow these simple steps:

Step 1: Contact Us

Email our customer service at [email protected] within 15 days of receiving your order with:

• Subject: Return/Exchange Request – Order #[Your Order Number]
• Body:
  • Your full name and contact information
  • Order number
  • Item(s) you wish to return/exchange
  • Reason for return/exchange
  • Your preferred resolution (refund or exchange details)

Step 2: Wait for Approval

Our team will respond within 2 business days with:

• Return authorization (if approved)
• Shipping instructions
• Any additional information needed

Step 3: Ship Your Return

Once approved, ship your return to:

Hoka Sports Gear Shop Returns
4623 Main Street
Seattle, US 98119

Please include your return authorization number on the package. We recommend using a trackable shipping service as you are responsible for return shipping costs unless the return is due to our error.

Step 4: Processing Your Return

After we receive your return:

• We will inspect the item(s) within 5 business days
• Upon approval, we will process your refund or ship your exchange
• You will receive email confirmation when complete

Refund Information

Refunds will be issued to your original payment method:

• Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days after processing
• PayPal: 3-5 business days after processing

Note that original shipping fees are non-refundable unless the return is due to our error.

Exchange Information

For exchanges:

• We will ship your replacement after receiving and processing your return
• If exchanging for a higher-value item, you’ll need to pay the difference
• If exchanging for a lower-value item, we’ll refund the difference

Damaged or Defective Items

If you receive a damaged or defective item:

1. Contact us immediately at [email protected]
2. Include photos of the damage/defect
3. We will arrange for a replacement or refund at no additional cost

International Returns

For customers outside the United States:

• You are responsible for return shipping costs and any customs fees
• Mark the package as “Returned Goods” to avoid additional customs charges
• Refunds will be issued in USD and may be subject to exchange rate fluctuations

Need Help?

Our customer service team is happy to assist with any shipping or return questions. Contact us at [email protected] and we’ll respond within 24-48 hours.