Delivery & Tracking

Our delivery options, timeframes and costs are as below:

IMPORTANT TO NOTE: Please allow 1-3 business days for your order to be packed before it's shipped. Delivery times begin once an order has been packed and picked up by the courier. Please allow additional packing time during peak periods (such as sales or public holidays). 

*Please note that delivery timeframes are estimates only and may vary with peak sale periods, possible courier delivery issues and other influences beyond the control of HOKA.

Split Deliveries:
If you've ordered more than one item, your order may be split into multiple deliveries if we're unable to source all of your products from one dispatch location. If your order has been split into multiple deliveries, you'll receive a separate tracking email for each delivery.

Authority to Leave:
When you place your order, Authority to Leave will be given as a default. This means that the courier does not require a signature and if it's safe to do so, your delivery will be left unattended if you're not home to accept it. Please note that StarTrack and Australia Post have the right to override this instruction in the instance that they deem your order unsafe to leave unattended. For further information, please see here.

The lead-up to the holiday season is one of the busiest times of the year. We want to make sure your order arrives on time, and a seamless Returns process is in place.

Extended Holiday Returns Policy:

All in-store and online purchases made between 16th November 2023 and 31st December 2023 will have an extended returns period of 60 days. When returning your item, please make sure it meets our return policy requirements found here.

Orders made beyond this timeframe will follow our regular 30-day return policy. 

Order Cut-Off Dates:

*Please Note: All times listed are in Local Time

Express Delivery:

*Please Note: Delivery timeframes are a guideline only, and may vary with possible courier delivery issues and other external influences beyond the control of HOKA.

From everyone at HOKA, we wish you a very happy holiday and new year.

Once your order has been processed and is ready for dispatch, you'll receive an email from our courier with a tracking number and a link to track its delivery. Your tracking number will become active once the driver has picked up and scanned your parcel.

Alternatively, enter your tracking number on the StarTrack website here for delivery updates. 

See our Delivery Timeframes to estimate the arrival of your order.

If you haven't received an order confirmation via email shortly after your purchase this may be due to:

• A small typo in the email address entered at the checkout
• Your order is still processing in our systems
• The email has been marked as spam and has been moved to your junk/spam folder

If you still haven't received it within 24 hours, contact our Time to Fly team here with the info below and we'll locate and resend your order confirmation. 

• First name and last name the order was placed under 
• Date when the order was placed 
• Payment method used 

• Check your tracking details. Your order may have been taken to your local Post Office. 
• Check the surroundings of your property/mailbox. The courier may leave your order in a partially obscured spot to keep it safely away from street view.

If you have any enquiries relating to the whereabouts of your parcel, contact StarTrack directly on 13 23 45 or get in touch with our Time to Fly team here. 

We deliver Australia-wide to:

• Residential addresses.
• Business addresses.
• Parcel lockers.
• PO Boxes.

Please note that we do not deliver to Christmas Island, Norfolk Island or Cocos (Keeling) Islands. 

For orders outside of Australia, please visit one of our international sites:

New Zealand: HOKA New Zealand 

United States: HOKA United States 

Unfortunately, we're unable to cancel an order once it's placed. 

Once you receive your item(s), you can return them in accordance with our Returns Policy. 

Our team work quickly to get orders picked, packed and out the door to you - so we can't guarantee that we'll be able to update your delivery address. 

If you have just placed your order, or you have not received a tracking number:

Please contact our team here.

There is a short window of time before it's ready to be shipped that we may be able to update the address for you. 

If you have been sent a tracking number:

We are unable to update a delivery address once an order has been packed.

Please get in contact with StarTrack on 13 23 45 and provide them with your tracking number. There is a small window in which they may be able to update your address. Any address updates successfully completed by StarTrack will add an additional business day for delivery on top of the standard delivery time.

Once your order has been placed, we're unable to modify your order. This includes changing the colour or size of an item, and adding or removing items from your order. 

If you haven't yet received a tracking number, it just means we're working on processing your order.
You'll receive an automated notification with your tracking number once your order has been dispatched. 
We also recommend checking your spam/junk inbox as it can sometimes land in there.

You can check out our Delivery Timeframes to help you estimate the arrival of your order.

We apologise if you haven't received what you ordered or your item has arrived damaged. Please follow the below steps so our Time to Fly team can assist you. 

1. Visit our Guest Portal here and enter your order number (starts with HOKAU) and email address. 
2. Follow the steps and select 'dispatch error' as your reason for return. 
3. Provide a brief description of the issue and upload three photos to show the issue (product label, shoebox label and item(s) received).
4. Hit submit. Our Time to Fly team will review your claim.
5. If approved, you'll be sent a follow-up email with further details. 

If your parcel has been returned to sender, you will be refunded in 2-5 business days once your parcel arrives back at the warehouse. 

Some possible reasons why your order was unable to be delivered:

• Your delivery address was incomplete or incorrect
• No-one was present to receive the parcel
• The delivery was rejected 

Once your parcel has been returned to sender, unfortunately we cannot send the parcel back out to you.

We understand that you're hanging out for your new item(s), so we suggest repurchasing under a new order for them to be delivered to a location where they can be signed for such as your place of work.