At Hoka Store by Trav’s Outfitter, we stand behind our products and want you to be completely satisfied with your athletic, outdoor, and professional gear purchases. If for any reason you’re not happy with your order, we offer a straightforward returns and exchanges process.

Our Return Policy

We accept returns within 15 days of receiving your order. To be eligible for a return:

  • Items must be unused, in their original condition, and in the original packaging
  • All tags and labels must be attached
  • Proof of purchase is required

Important Note:

For hygiene and safety reasons, we cannot accept returns on orthotics, hats, gloves, or any hunting & fishing gear that shows signs of use. These items are final sale unless defective.

How to Initiate a Return or Exchange

  1. Contact our customer service team within 15 days of receiving your order by emailing [email protected] with your order number and details about the product you would like to return or exchange.
  2. Wait for approval – Our team will review your request and send you a Return Merchandise Authorization (RMA) number if approved.
  3. Package your item – Securely pack the item(s) in the original packaging with all tags attached. Include a copy of your order confirmation or packing slip.
  4. Ship your return – Send the package to our returns center at:
    Hoka Store Returns
    2626 Pyramid Valley Road
    Wellman, US 52356

    We recommend using a trackable shipping service as you are responsible for return shipping costs unless the return is due to our error.

  5. Wait for processing – Once we receive your return, we’ll inspect it and process your refund or exchange within 3-5 business days.

Return Email Template

Use this template when contacting us about a return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Hoka Store Customer Service, I would like to request a [return/exchange] for my recent order #[Your Order Number]. Details of the item(s) I wish to return/exchange: – Product Name: – Size/Color: – Reason for return/exchange: Please let me know the next steps and if you need any additional information from me. Best regards, [Your Full Name] [Your Contact Information]

Refund Information

Once your return is received and inspected, we will send you an email to notify you that we’ve received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed to your original method of payment (Visa, MasterCard, JCB, or PayPal) within:

  • Credit/Debit Cards: 5-10 business days (processing times vary by bank)
  • PayPal: 3-5 business days

Shipping costs are non-refundable unless the return is due to our error. If you received free shipping on your original order, the standard shipping fee will be deducted from your refund.

Exchanges

We’re happy to exchange items for a different size or color, subject to availability. The process is the same as returns – simply indicate in your email that you’d like an exchange rather than a refund.

If the item you want is out of stock, we’ll process a refund instead. For price differences on exchanges, we’ll either charge or refund the difference to your original payment method.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage/defect. We’ll arrange for a replacement or refund and cover all return shipping costs.

International Returns

For our international customers (excluding some Asian and remote regions), return shipping costs are the responsibility of the customer. We recommend using a trackable shipping method. Duties and taxes are non-refundable.

Questions?

Our customer service team is here to help with any questions about returns or exchanges. Contact us at:

Email: [email protected]
Phone: [Insert Customer Service Phone Number]
Hours: Monday-Friday, 9am-5pm EST

We appreciate your trust in Hoka Store by Trav’s Outfitter for your athletic and outdoor gear needs!