Contact Us

Deciding between two sizes, or waiting on a package? Send us a message and someone on our team will answer.

How to reach us

Saturday, Sunday and holidays: closed.

Twelve hours a day on weekdays — most questions get answered the same day they're asked.

Before you order

Sizing and width
The most useful question you can ask. Tell us the size you normally take, which brand it's from, and where your current shoes pinch — across the ball, at the toes, around the heel. That tells us more than a width letter does.

Toe box and fit
Whether the box is rounded or tapered, and how much room there is for your toes to splay. Two shoes marked the same width can feel completely different, and that's usually why.

Cushioning and insoles
How much give the sole has, whether the cushioning holds up through a full day, and whether there's room for your own insoles. Worth asking before you order rather than after.

Grip and surface
Wet pavement, loose trail, indoor flooring. Tell us where you'll be walking and we'll say which outsole is tested for it.

Materials and care
What a pair is made from, how it handles rain, and how to keep it in good condition.

You'll hear back from someone who has handled the pair, not a line lifted from a supplier sheet. We'd rather give good advice than process a return.

After you've ordered

Where's my package?
Your tracking number arrives by email once your order ships. Allow 24 to 48 hours for the first scan — a quiet tracking page on day one is normal.

Our delivery window runs 7 to 12 business days, so a few quiet days in transit are expected.

If it stalls, or tracking says delivered when nothing arrived, send us your order number. We'll review the shipment with the carrier ourselves — that isn't something you should have to do.

Returns and refunds
Get in touch before shipping anything back and we'll send the correct return address and instructions. You have 30 days from delivery, and there are no restocking fees.

Trying them on indoors won't affect your return — that's expected. Wearing them outdoors goes beyond it.

Damaged, defective or wrong item
A photo and your order number is all we need. You choose between a replacement and a full refund, and we cover the return shipping.

Canceling an order
We can cancel free of charge before your order ships. Email us as soon as you can — we begin preparing orders quickly.

Anything else
Press, collaborations, or feedback on the site — same address, and we'll route it.

Two things that speed up a reply

Lead with your order number. It's at the top of your order confirmation email. Without it we're searching by name and email address, which typically adds a day.

Attach a photo for anything visual. Damage, an incorrect item, or a question about finish — an image resolves in seconds what a written description often can't.

Our policies

• Shipping & Delivery — processing times, tracking, and what happens if a package goes astray
• Return & Refund Policy — your 30-day window and how refunds are handled
• Privacy Policy — what we collect, why, and your rights over it
• Terms & Conditions — the terms your purchase is made under

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Business information

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The Hike Flow team