Shipping Policy

Last updated: September 15, 2026

At Hike Flow we want you to know where your order is from the moment you place it. Here's how we process, ship and deliver, the rules for changing or canceling an order, and what we do when a package is late, lost or damaged. This policy applies together with our Returns & Refunds Policy — please read both before you order.

1. Delivery timeframe

Processing — the time from your order being confirmed to the package leaving the fulfillment center, including checking and packing — takes 1–3 business days. Transit with the carrier takes an estimated 3–5 business days, so allow 4–8 business days in total. Business days are Monday through Friday, excluding federal holidays; an order placed Friday evening begins processing Monday. During seasonal peaks, promotions and the run-up to the holidays, processing can take up to 2 additional business days.

Delivery estimates are estimates based on carrier performance, not guaranteed dates: carrier disruption, severe weather, holidays, unusually high order volumes and customs processing can push them out. A delay within or shortly beyond the estimated window isn't a reason to cancel an order — section 6 explains what we do when a package is late or lost.

Shoes ship in their shoe box inside an outer shipping carton, so the box arrives intact. Keep both until you're sure of the fit: the shoe box is needed for a return, and the outer carton is the right thing to send it back in.

2. Where we ship and what it costs

We ship throughout the United States only; international shipping isn't available at this time. Standard tracked shipping is free on all orders — no minimum spend, no shipping charges added at any stage, and nothing collected on delivery.

3. Tracking your order

You'll receive an order confirmation immediately, and a shipping confirmation with your tracking number once the package leaves the fulfillment center. Allow 2–5 business days for the first scan to appear — a tracking page that hasn't updated in the first days is normal, not a sign that something has gone wrong — and it's common for a package to sit without updates for a few days while it moves between carrier hubs. If your tracking hasn't updated for 10 business days, contact us and we'll check with the carrier.

Items ship from the fulfillment center that holds them, so an order with several pairs may arrive in separate packages on different days, each with its own tracking number and email, at no extra charge. A package arriving later than the rest isn't a missing item — please wait until all tracking numbers show delivery before contacting us about a missing product.

4. Order changes and cancellations

Every order is transmitted to our fulfillment center automatically and enters processing within minutes. For that reason an order can only be canceled or changed within 5 minutes of being placed — after that we're no longer able to stop, change or retrieve it. Please double-check your styles, sizes, colors and shipping address before you confirm.

To cancel within the 5-minute window, email support@hike-flow.com right away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and we confirm every cancellation in writing. Requests that reach us after 5 minutes can't be processed as cancellations — this also applies if you've changed your mind, found the shoes elsewhere or are worried about the delivery time — and we'll send you our return instructions instead.

The processing time in section 1 is the time the fulfillment center needs to prepare your package; it isn't a period during which the order is on hold.

If you no longer want your order, you can return it after delivery under our Returns & Refunds Policy. Returns are international shipments to our returns center in the United Kingdom, at your own cost. Refusing or not picking up the package doesn't cancel the order (see section 5).

5. Your shipping address, undeliverable and unclaimed packages

Please review your shipping information carefully before completing your order — an incorrect or incomplete address is the most common cause of a delayed delivery. Include any apartment or unit number and ZIP code, and add a phone number for the carrier. Address changes are only possible within the 5-minute window in section 4; once a package is with the carrier, the address can't be changed.

Packages that can't be delivered because the address was incorrect or incomplete, or that aren't collected from a pickup location within the carrier's timeframe, are returned to the carrier's origin facility. This isn't a cancellation or a return. Once the package has reached the fulfillment center again we can reship it at cost, or refund the order minus the carrier's charges for the failed delivery and return.

Refusing a package at the door doesn't cancel your order, and isn't treated as a return: refused packages go to the carrier's origin facility rather than to our returns center and often can't be recovered, so a refund can only be considered once a package has actually been received back. If you no longer want your order, please accept the delivery and follow our Returns & Refunds Policy.

6. Delayed shipments and packages marked as delivered

If your order hasn't arrived within the estimated timeframe, check your tracking first. If tracking has stopped moving for 10 business days, or your package is more than 7 business days past the estimated delivery window, contact us with your order number. We'll review the shipment with the carrier ourselves, which can take up to 10 business days. If the carrier confirms the package is lost, we'll send you a replacement free of charge; a refund is only issued if a replacement is no longer available.

Package marked as delivered but not received? Check the usual places first — porch, mailbox, side entrance, household members, neighbors and building management — and review the carrier's proof of delivery; carriers sometimes scan a package shortly before the final handoff. Let us know within 7 days of the delivery scan so we can file a claim with the carrier. We look into every case; where the carrier provides proof of delivery to your address (GPS scan, photo or signature), the outcome of the carrier claim determines whether a replacement can be issued. If you added Shipping Protection at checkout, section 8 applies.

7. Damaged shipments

If the outer carton, the shoe box or the shoes are damaged on arrival, keep all packaging and email us within 3 business days of delivery with your order number, a brief description of the issue and clear photos of the outer packaging, the shipping label and the affected shoes. We need the photos within this period because the carrier's own claim window is just as short; we're unable to accept claims without photos or after 3 business days. Confirmed transit damage is resolved by sending you a replacement pair free of charge, not by a refund (see our Returns & Refunds Policy, section 6).

8. Shipping Protection

Shipping Protection is an optional service you can add to your order at checkout. It covers your package against loss or damage during transit, as described at checkout: in those cases we send you a replacement free of charge.

The Shipping Protection fee is non-refundable once your order has shipped — including if you return the order, or part of it, later. It is only refunded when an order is canceled within the 5-minute window in section 4.

9. Sales tax and duties

All prices are shown in US dollars, with applicable sales tax calculated at checkout. Any import duties or fees on packages shipped from outside the United States are handled by us — you won't be asked to pay anything on delivery.

10. Customer service

Customer service hours: Monday to Friday, 9:00 AM – 5:00 PM (local time). Closed on Saturdays, Sundays and holidays. We reply within 2 business days.
Email: support@hike-flow.com