Customer Service Policy – Hokuc

At hokuc.com, we believe exceptional customer service is at the heart of a great shopping experience. Our team is dedicated to supporting you at every step—from browsing our HOKA® collection to resolving post-purchase questions. This policy outlines our commitment to serving you with care, transparency, and efficiency.

1. Our Commitment

We strive to provide customer service that is:

  • Helpful: Our team is trained to assist with all aspects of your experience, from product details to order issues.
  • Timely: We prioritize prompt responses to ensure your questions or concerns are addressed without unnecessary delay.
  • Respectful: Every interaction is handled with courtesy, and we value your feedback as a tool to improve.

2. Service Scope

Our customer service team is here to assist with:

  • Product inquiries (sizing, features, availability, or compatibility with your needs).
  • Order support (tracking, status updates, address changes, or cancellations—where possible).
  • Return and refund guidance (processing steps, eligibility checks).
  • Technical issues with the website (account access, checkout problems, or navigation support).
  • Feedback and suggestions (we welcome your input to enhance our services).

3. Contact Channels & Response Times

  • Email: Reach us at service@jcrem.com. We aim to respond to all emails within 24–48 business hours. For urgent matters, please include “URGENT” in the subject line.
  • Mailing Address: Send written inquiries to 1253 Sunset Boulevard, Apt 5B, Los Angeles, CA 90026, United States. Please allow 5–7 business days for a response via mail.

4. How We Handle Complaints

If you’re unsatisfied with any aspect of our service or products, we’ll work to resolve the issue fairly:

  1. Share your concern via email or mail, including relevant details (order number, photos, or descriptions of the problem).
  2. Our team will acknowledge your complaint within 24 hours and provide a timeline for resolution.
  3. We’ll investigate the issue thoroughly and offer a clear solution (e.g., replacement, refund, or service adjustment) within 5 business days of receiving all necessary information.

5. Continuous Improvement

We regularly review customer feedback to refine our service. If you have suggestions for how we can better support you, please share them—your input helps us grow.

Thank you for choosing hokuc.com. We’re proud to serve you and ensure your experience with us is as exceptional as our HOKA® footwear.g experience exceptional, and our customer service team is here to support you every step of the way.