Delivery & Tracking

Just placed an order? All orders are shipped using Express delivery!

Please Note - your order can take 1-3 business days to be dispatched by our team, before delivery times begin.

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

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.

You can enter your tracking number through NZ Post here:

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

Shipping is FREE on all orders over $150. 

Any orders that are under $150 will incur a $10 shipping fee. 

*All orders are shipped using Express Delivery. 

We aim to pack and dispatch online orders within 1-3 business days.

Once your order is dispatched, you will receive an email notification with a tracking number. 

Please note: During peak periods (sales or public holidays), dispatch times may take longer. 

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

• Your order is still processing in our systems
• A small typo in the email address entered at the checkout
• 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 

We deliver New Zealand-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 New Zealand, please visit one of our international sites:

Australia: HOKA Australia

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 before it is packed. 

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 NZ Post on 0800 501 501 and provide them with your tracking number. They will be able to update your address. Any address updates completed by NZ Post 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 HOKNZ) 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.