Shipping FAQ
All orders begin processing once placed. Occasionally there are weather delays outside of our control that prevent our carriers from being able to make their scheduled pick-ups.
For ground shipping, orders typically ship out within 48 business hours and typically arrive within 1-5 business days in the United States.
Once your order is picked up by the carrier and leaves our facility, you’ll receive an automated email with tracking information. If you didn’t receive this email, please check the spam/promotional folder of your inbox.
Once your order is picked up by the carrier and leaves our facility, you’ll receive an automated email with tracking information. If you didn’t receive this email, please check your spam/promotional folder of your inbox.
Ground Shipping
Ground shipping typically arrives within 1-5 business days.
2-Day Shipping
Orders placed before 3pm Pacific Standard time will ship out the same business day. Orders placed after 3pm on a Friday won’t ship out until the following Monday or the following business day (if Monday is a holiday).
Overnight Shipping
Orders placed before 3pm Pacific Standard time will ship out the same business day. Orders placed after 3pm on a Friday won’t ship out until the following Monday or the following business day (if Monday is a holiday).
We offer free ground shipping via FedEx in the United States on orders over $50 (before tax). Otherwise, all shipping rates are calculated based on weight, size, zip code and speed (Ground, 2-day or Overnight). All rates are quoted during checkout, depending on the items ordered.
*Some accounts are not eligible for free shipping (Pro Sales Program).
We can ship directly to customers within the United States (including Alaska and Hawaii), and Canada.
We do not ship to freight forwarders. Orders being placed for foreign export such as the use of a freight forwarding service will be canceled. To purchase our products outside of the US or Canada, please inquire with a local outdoor retailer or see our international distributors page for a regional contact.
All orders with a shipping address in Alaska or Hawaii will ship via USPS Priority.
In the United States:
Yes, we can ship to PO Boxes. However, please note that FedEx does not reliably deliver to PO Boxes within USPS Post Offices, and USPS Post Offices won’t reliably accept deliveries from FedEx (due to space constraints, etc). This means that any shipment with a destination inside of an official United States Post Office needs to be sent via USPS mail in order to ensure it will be successfully delivered.
If your mailbox is in a private mail business (as opposed to being within an official United States Post Office), FedEx is more likely to successfully deliver your package, in which case you’re probably ok to select FedEx.
We can understand this may be a bit confusing, however we want to be sure we help our customers select the best option for their location. This information is based on our years of working with FedEx, USPS and PO Boxes. Let us know if you need any assistance sorting this out, we’re here to help!
Yes! However, you must write "General Delivery" in one of the address fields and include the street address of the specific post office you’re shipping to. This ensures your order will ship via USPS and be accepted by the post office you’re sending to. Sometimes there’s more than one post office in the town you’re trying to ship to, so simply putting General Delivery and the town name will not suffice - the specific street address of the location has to be included as well.
Example:
John Doe
General Delivery
123 Main St
Seattle, WA
Through hikers, please note FedEx won’t reliably deliver to USPS Post Offices, and USPS Post Offices won’t reliably accept deliveries from FedEx (due to space, etc). All “General Delivery” orders need to be sent via USPS.
Yes. We can ship to APO and FPO addresses. All will default to being sent via USPS. Please be sure to include a first name within the address on the order.
What are your shipping holidays?
In the United States:
Our warehouse is closed and will not ship orders on weekends or on the following holidays in 2023:
New Year’s Day
Martin Luther King, Jr. Day
President’s Day
Memorial Day
Independence Day – Monday July 3 and Tuesday July 4
Labor Day
Thanksgiving – Thursday/Friday November 23/24
Christmas – Friday/Monday December 22/25
We have two warehouses: one in Reno, NV that ships within the United States, and one in Kamloops, BC that ships within Canada.
Both warehouses have standard business hours on a Monday – Friday schedule.
Please note that FedEx delivers Monday – Friday. All estimated delivery times quoted for 2-Day and Overnight through FedEx are based on business days (Monday – Friday).
We have a small selection of products that are considered hazmat items that are only eligible for Ground shipping, with restricted carrier options. Items like this with shipping restrictions cannot be sent to P.O. Boxes, Alaska, Hawaii, APO or FPO.
If you see Ground shipping as the only available option during checkout, it's likely because your order contains an item with shipping restrictions due to a hazardous material.
For instance, FedEx considers any product that includes a tube of adhesive glue (commonly found in our Thermarest patch kits) as hazardous material. As a result, 2-Day and Overnight shipping options are not available for these items.
The only other caveat to this is that some carriers we work with have certain remote locations that they’re unable to ship 2-Day or Overnight to. If this is the case, the 2-Day or Overnight option will not be available at checkout.
On rare occasions, our inventory may be off and we accidentally oversell an item. When this occurs, we may have to cancel that item from your order. If there are additional items on the order that are not affected, we will ship the remaining items.
Should this happen, we will not charge you for the canceled item(s). Any credit card authorizations will disappear within 1-3 days (typically sooner, though it depends on the card holder’s bank).
Once you click submit, your order begins processing and can’t be changed or cancelled. Items that are in new and unused condition can be returned within 30 days of purchase.
Should you need to reach out to us please do so as soon as possible via our Customer Service Portal, and write “Order Issue” in the subject line.
Please note, our Customer Service staff are not available on weekends. We will do our best to respond as soon as possible during our business hours.
Please visit our Online Sales Returns page to receive a Return Authorization number, instructions, and a return address to ship to.