Policies + FAQs
Find answers to the most frequently asked questions here. Still need help?
Policies
We're genuinely committed to providing you with thoughtful and effective customer service. If you have any issues with your new products, or with your shopping experience, please reach out to us so that we can work with you to make things right. No concern is too big or too small, and we look forward to helping you find the answers you need.
Hours of Operation
Our hours of operation are Monday - Friday, 9AM to 5PM EST, excluding major US holidays.
Shipping + Returns
We currently offer the following shipping and return shipping rates:
| Outbound Shipping |
Free standard shipping on orders $100+
Free standard shipping on all DC and VA orders $4-6 USD standard shipping on all other orders |
| Returns | $6 USD standard shipping |
| Exchanges | Free standard shipping |
We're happy to accept returns and exchanges made within 90 days of receipt of your order, excluding only final sale items (details below). Please note that orders are limited to one return / exchange shipment per order (you may exchange and return multiple items from the same order, at the same time). We issue refunds (minus return shipping) back to the payment method originally provided. Shipping costs are generally considered nonrefundable.
PROCESSING TIMES
Orders placed before 12pm est on weekdays will ship same-day. Orders placed after 12pm est on weekdays will ship on the next business day. Orders placed on Fridays after 12pm est and on weekends will ship on Mondays. Orders placed on major US holidays will ship on the next business day. Inbound return and exchange shipments will be fulfilled within 48 hours of receipt by our returns center.
FINAL SALE ITEMS
Items marked for final sale are generally considered nonrefundable and ineligible for returns or exchanges. Please refer to individual product pages to determine whether or not a product is for final sale.
International Shipping
Unfortunately we don't offer shipping outside of the United States at this time. Scroll down to join our mailing list, and follow us on social for updates on when we're available globally.
Start a Return or Free Exchange
CLICK HERE TO START A RETURN OR FREE EXCHANGE
1. Repackage all items in their original packaging. If using different packaging, please ensure that your products are packaged securely so that they don't get damaged in transit.
2. Attach the return label provided in your return approval email to your package. Please remove or cover all previous labels.
3. Give your package to the courier listed on your return label (ex. UPS, USPS, FedEx, etc.).
4. Look out for an email from us to confirm that your return has been received. Barring courier delays, most returns are received and processed within 14 days of shipment.
Product Condition
Please take care when trying on your new products, as we cannot accept items that have been worn beyond try-on, washed, scuffed, scratched, torn, stained, returned with strong odors, or otherwise damaged. Please return all items with original labels and tags attached.
Unfortunately we cannot approve refunds for items returned in poor condition. In the event that a return cannot be approved, you will receive any unprocessed return notifications via email. In this case, you may elect to have your unprocessed return items shipped back to you for an additional shipping fee. If you believe that your return was not processed by mistake, please reach out to us so that we can help resolve this issue for you as quickly as possible. We apologize in advance if you are inconvenienced by any mistake on our part.
Approved return refunds will be processed, and credits will automatically be applied to original methods of payment.
Gift Cards
General
Our digital gift cards are the perfect way to gift Hypsole products without the need for any additional sizing information.
Gift cards do not expire and are refundable within 90 days of purchase.
After purchasing a gift card, you will receive an email that contains a unique gift card code. You can use this code to redeem your gift card value during the checkout process. There will be no additional processing fees. To gift the card to someone else, simply forward it to your intended recipient.
When redeeming at checkout, if the balance available on the gift card is greater than or equal to the order total, then you can simply select the Complete Order option. If the balance available on the gift card is less than the order total, then you will be prompted to choose a second payment method for the balance before placing the order.
Lost your gift card information? You can click Resend Gift Card in your original order confirmation email to have the details resent to you.
Gift Card FAQs
- Can a gift card be used more than once? Yes, provided there is still a balance remaining on the card.
- Can more than one gift card be used towards a purchase? Yes. You can redeem another gift card during checkout.
- Can a gift card be used to buy a gift card? Unfortunately you can't use a gift card to buy another gift card.
- Can a gift card be used to pay for shipping and taxes? Yes, gift cards are applied to the final order total which includes shipping and taxes.
- Can gift cards be used in conjunction with a discount code? Yes, gift cards are a form of payment.
- Can gift cards be reloaded? Unfortunately you can't reload a gift card.
- How do I check my balance? To check your gift card balance, you’ll either need to go through the checkout process, or contact us so that we can provide your balance information for you.
Refunds
Credit Cards
If you paid for your order using a credit card, your refund will be issued to the same credit card that you used for the original purchase. Shipping and handling costs are generally nonrefundable. You will receive an email confirmation once we have received your return. Please allow for up to two weeks for the credit to be reflected in your account, and up to two billing cycles for the credit to appear on your card statement.
Gift Cards
If you paid for your order using a gift card, you will be issued an e-gift card with the same amount via email within 7 days of receiving your return processing email.
Both
If you paid for your order using one or more gift cards and a credit card, you will be issued an e-gift card for your gift card payment via email. The amount paid for via credit card will be refunded to the same credit card that you used for the original purchase.
Late or Missing Refunds
If you haven’t received a refund yet, we recommend checking with your bank account, or contacting your bank or credit card company first, as it may take a few days of processing time for a refund to be posted. If you've tried this or enough time has passed and still haven’t received your refund, please contact us at hello@hypsole.com for help.
Order Cancellations
You can contact us to cancel your order any time before it is shipped. Unfortunately we can't guarantee that your cancellation request will be seen before your order is shipped, but we do our best to handle cancellation requests as quickly as possible. Once your order is shipped, you will receive a confirmation email that contains tracking information, at which time the returns policies will apply.
Exploitation Disclaimer
While we do our best to offer customer-friendly order policies, please keep in mind that our ability to offer these policies is dependent on customer restraint from policy abuse. We consistently monitor order activity for excessive returns, returns of items other than those originally purchased, and other unusual ordering and returning behavior, and we reserve the right to restrict the shopping privileges of individuals who exploit order policies.
Product Use
What sports can I purchase cleat guards for?
Hypsole cleat guards are currently compatible with select cleats for football, soccer, lacrosse, baseball, softball, rugby, and ultimate. To determine whether your cleats are compatible, use our size finder.
What can I do in my cleat guards?
Your guards are made to help you get from one place to the next, quickly, safely, and easily. Once you put them on, you'll have the ability to walk on harder surfaces.
Your cleat guards are not meant to be used as on-field performance footwear.
You should not wear them while practicing or competing, or during any intense physical activities (jogging / running / sprinting, jumping, lifting, etc.).
Additionally, please note that running in your guards will increase product degradation in high pressure regions and may result in premature wear.
What's the best way to take care of my cleat guards?
Your cleat guards are meant to sustain the wear and tear that would usually damage your cleats, so inevitably they will wear down over time.
To keep them in good condition for as long as possible:
- Walk (do not run or jog) in your cleat guards, as running will increase degradation in high pressure regions and may result in premature wear
- Take your cleats out of your guards after use, and keep your guards out of extreme heat or freezing cold temperatures.
- Please note that due to the light-sensitive nature of the material, prolonged exposure to direct sunlight or extreme heat may result in discoloration.
- For easy cleaning, submerge your guards in room temperature soapy water, shake, and rinse thoroughly.
Are Hypsole cleat guards available for track + field?
Unfortunately our current models aren't compatible with track spikes. We get this question a lot though, and the opportunity isn't lost on us. Please continue to follow the brand and look out for future guard styles which may include track.
Sizing / Fit
How and why is cleat guard sizing different from standard shoe sizing?
Unlike with standard shoe sizing, which is based on the size of your foot, the sizing of your cleat guards is based on the size of your cleats. Your shoe size measures how much space is provided for your feet inside of your shoes - it does not measure or limit how much material can be used around your feet. As a result, cleats can be thin with minimal material surrounding your feet, they can be extremely bulky with multiple layers of material padding your feet, and anything in between. In other words, while the length of your feet and your shoe size may stay the same, the length of your cleats may vary drastically from model to model. For this reason, our cleat guard sizing is based on cleat length measurements, and not on shoe sizes.
Do your cleat guards come in kid's sizes?
Yes. Our smallest cleat guard (9 inches) is compatible with cleats starting at around a US youth size 1. To find your exact size, please follow the sizing instructions on our product pages.
How large do your sizes run?
Our largest cleat guard (13.5 inches) is compatible with cleats that fall around a US men's size 15 / 16. To find your exact size, please follow the sizing instructions on our product pages.
Can I buy cleat guards for indoor / turf shoes?
While our cleat guards are made for grass and ground cleats, you may find them to be functionally compatible with some turf shoes. Please note that, because turf shoes have a lower profile, they may not blend as well visually with our products. For this reason, our online size finder does not currently account for turf shoe compatibility.
How should my cleat guards fit?
Ideally there should be a small gap between the heel of your cleats and your cleat guards, so that it's easy to slide in and out of your guards without too much friction.