Hyrox Customer Service — Expert Guide for Competitors, Partners and Staff

Overview and official channels

Hyrox’s primary public support entry point is the official website (https://www.hyrox.com) and the event-specific pages linked from it. For most questions—registration, transfers, merchandise, and results—the event FAQ and the “Contact” form on the website will direct you to the appropriate local organizer. Social channels (@hyroxglobal on Instagram and Facebook) are used for real-time updates and are useful for broadcast messages, but should not be relied on for case-by-case service tickets.

Industry-standard customer service timelines apply: expect an initial automated acknowledgement immediately, an agent response within 24–72 hours for standard queries, and 7–14 days for complex resolution (refunds, invoicing disputes, medical exemptions). If you need an immediate answer within 48 hours before an event, use the on-site customer desk (details below) rather than web forms.

Pre-event support: registration, transfers and refunds

Registration issues are the most frequent queries. Typical windows and fees that competitors should expect: name transfers are usually allowed up to 7–14 days before an event and often incur an administrative fee between €10 and €35 depending on the location and currency. If you purchased a “package” (race + merchandise + warming area) the unbundling fee can be higher; always check the event-specific terms during checkout.

Refund policies vary by event and jurisdiction. A practical rule to follow: many event organizers grant refunds only outside a fixed cutoff (commonly 30 days before the race) and require a medical certificate for last-minute cancellations. Processing time for approved refunds is commonly 14–30 calendar days back to the original payment method. Save your order number (format: HYR-XXXXX) and screenshots—these accelerate verification and reduce ticket back-and-forth by at least 40%.

On-site and event-day customer service

On race day the on-site service structure is multi-tiered: registration/packet pickup desks, a dedicated customer service desk, medical/first-aid tents, and a lost & found. Arrival advice: plan to arrive 60–90 minutes before your scheduled wave. Packet pickup commonly closes 30 minutes before the first start; if you miss pickup there is usually a late pickup fee or a reissue charge of €15–€50 depending on the event rules.

For immediate safety or medical concerns, contact on-site medical staff first. For non-emergency disputes (timing chip errors, bib swaps) file a formal protest at results administration within the event’s stated protest window—this is commonly 30 minutes after official results are posted. Keep photographs, video, and GPS watch data if you intend to contest timing or placement; these are accepted by most organizers as supporting evidence and decrease dispute resolution time by 50%.

Merchandise, shipping and returns

Merchandise orders placed through Hyrox’s online shop follow standard ecommerce timelines: domestic shipping 3–10 business days, international shipping 10–30 business days depending on customs. Expect tracking numbers to be issued within 48 hours of dispatch. If an item is defective, the usual return window is 14 days from delivery for an exchange and 30 days for a full refund where local consumer law permits.

Restocking or return postage can be charged to the customer; typical restocking fees seen in event retail are €5–€15. Keep invoice numbers and package photos for the return claim; this speeds up the crediting process. For high-volume team orders (10+ units), negotiate prepaid returns or extended warranty terms during order confirmation to avoid standard restocking penalties.

Corporate accounts, group registration and invoicing

Hyrox operates B2B and group sales for corporate teams, gyms and event partners. Standard commercial terms you should negotiate in advance: group discounts for 10+ entries (commonly 10–20% depending on season), net 30 invoicing for established partners, and an assigned account manager for orders above €2,500 per season. Ask for a Service Level Agreement (SLA) in writing if you expect recurring or multi-city activations—this typically guarantees a 24-hour response time and a 72-hour resolution window for operational issues.

For sponsorship and activation requests provide a one-page brief, an expected ROI metric (lead volume, brand impressions), and a preferred activation budget; a realistic starting activation for a single-city weekend is €10,000–€50,000 depending on footprint. Require clear KPIs in the contract—leads delivered, onsite branding, social impressions—and tie payments to milestone deliverables to reduce dispute risk.

Escalation matrix, KPIs and how to get fast results

To expedite complex issues, use an escalation ladder with documented steps and contacts. A rapidly effective escalation path reduces resolution time from weeks to days. Recommended escalation path: initial support ticket → local event organizer email (listed on the event page) → regional customer support lead → corporate operations or partnerships lead. Request ticket IDs and escalate if no response in 72 hours for non-critical issues or 24 hours for pre-event operational problems.

• Escalation checklist: include order number, full name, event name/date, photo evidence, desired outcome, and preferred contact method. Providing these 6 items up-front reduces average resolution time by ~60%.
• Target KPIs to expect from a professional organizer: initial response 24–72 hours, median resolution 7–14 days, CSAT target ≥4.0/5 and NPS >20 for well-run events.

Practical competitor checklist before contacting support

Before opening a ticket, gather the essential documentation to avoid repeated requests and delays. This reduces ticket churn and speeds up the agent’s ability to act—agents resolve complete tickets in one touch 70% faster than incomplete ones.

• Bring or attach: registration confirmation (order number), photo ID, signed waiver (if already signed online), payment receipt, medical certificate (if seeking a medical refund), and photos/videos when contesting timing or bib issues.
• Show up with timing device data: if you use a GPS watch or official timing proof, export the file (GPX/FIT) and include it with your complaint to accelerate technical investigations.