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Customer Service

Shipping and Handling:

Ground shipping within the entire continental United States is Free on orders over $20.  Express or air-shipping is not subject to free shipping and will require a shipping fee.  Free Exchanges and Free Returns are available.  See below for details.

Ektio processes orders Monday through Friday 8:00am-5:00pm EST.  Orders will go out within 1 business day of being placed.  Orders on Friday will be shipped on Monday.  Orders are processed manually so there can be some variation in the times stated above.

International Shipments:

We can ship Ektio packages within the Continental United States.  However, we cannot ship packages to Hawaii, Alaska, P.O. Boxes, U.S. Territories (American Samoa, Guam, Puerto Rico, or The U.S. Virgin Islands), or addresses outside of the U.S.

Eastbay.com retails Ektio Sneakers and ships to Europe.  Below is their policy:

Eastbay ships to:  Australia, Belgium, Germany, Hong Kong, Ireland, Japan, Luxemburg, Netherlands, New Zealand, South Korea, Taiwan, United Kingdom- Delivery Approximately 7-10 Days

Spain, France- Delivery Approximately 20 days

Brazil, Denmark, Greece, Italy, Portugal, Spain, Switzerland- Delivery Approximately 30 days 

All other countries- Approximately 30 days

Shipping and handling for Eastbay is 28% of the Net Order Total or a minimum of $39.99.

International customers must pay applicable taxes, duty, and customs charges.  Your local government determines the charges and charges vary by Country.  Unfortunately, Eastbay can not provide you with the exact amount you will be charged.  You can contact your local government.

Shop Ektio on Eastbay by Clicking Here

If you wish to ship to Canada, please contact our Canadian Distributor, Thomas Gadsby, at info@ektiobasketballshoes.ca   

Ektio is also available at Sportchek.com in Canada.  You can visit Sportchek.com by clicking here.

Tracking your order:

Once your order is placed, you will receive an email confirmation.  When the product has shipped, you will receive an email providing you with the tracking number of your shipment.  Any questions on tracking, please contact Carol at Ckatz@ektio.com.

Returns and Exchanges:

You have purchased the first athletic shoe designed to provide maximum ankle support and enhanced performance.  We stand behind our product, 100%.

For Canadian Orders, the customer is responsible to pay duty on any and all exchanges and duty on the initial purchase. 

For products purchased through our retail partners:  

The return policy will depend on the specific retailer.  Any requests for replacement pairs that the customer originally purchased through one of our retailers will be required to send the shoes back to Ektio at the expense of the customer in exchange for the replacement pair.  Customer must also pay shipping of the new replacement pair.  If purchased within 6 months and deemed a manufacturing defect by Ektio, Ektio will send a replacement pair.  No more than 1 replacement pair per order per customer.

For products purchased through the Ektio.com website: 

We will accept exchanges or returns within 30 days of purchase at no cost to the customer from orders within the continental United States.  However, products on clearance are not subject to return and are final sale.  

For Returns, the shoes must be returned in brand new condition and in the original box, similar to the condition originally received by the customer.

Free Exchanges and Free Returns are for New Orders and do not apply to warranty issues.  Please see our policy below for Warranty and Repairs.

          Step 1: email info@ektio.com with request for either a refund or an exchange. If exchange, please note style/color and size. Please provide name, address, phone number, email address and date of purchase.

          Step 2: Affix pre-paid shipping label on package- Pre-paid shipping label comes in the package (on orders within the continental United States).

                Step 3: Drop off at FedEx center for free return shipping

                Step 4: Once your return is received and inspected by the fulfillment center (usually within 72 hours of receipt), your refund or exchange will be processed.

A credit will be automatically applied to your credit card or original method of payment within 7 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.

In the case that the product is returned and shows signs of wear, we may be unable to issue a return and the product will be shipped back to you at your expense.

A refund will be processed in the event that your exchange is unavailable.

For Exchanges, the same process is required as in returns, but email us at info@ektio.com to let us know what size you would like us to exchange for you.  Once we receive the shoes, your new pair will be sent out.

Warranty and Repairs

For products that experience a manufacturing defect, Ektio has a 6 month warranty.  We will replace the shoe up to 6 months after purchase if the shoes are not able to be repaired.  Defects that are repairable (Strap breaking and buckle issues), we will take the shoes back, repair it at no charge, and send them back to you within 2-3 weeks.  However, shipping to return the defective pair must be paid by the customer and once repaired, Ektio will pay for shipping to return it.  We ask that you send a picture of the defect to info@ektio.com. Ektio reserves the right to determine whether or not a manufacturing defect has taken place.  Only 1 replacement pair per order will be authorized.  Customer is required to pay for shipping on a free replacement pair.

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