Each of our items are custom made to order - we do not carry inventory. That means that depending on order volume and season, your item(s) may take up to one week to ship. You will get an email confirmation with a tracking number when your order has shipped. All orders are shipped via USPS. Please note that once your order is shipped, we cannot provide additional information beyond what is available to you through USPS tracking.

If your order does not arrive (and is still marked "In Transit" or "Pre Transit) within 21 days from the ship date, please contact USPS to file a claim. If your package is marked "Delivered" but you do not receive it, please wait a day or two to see if the package shows up. If it does not, you will need to contact your local post office and your local police department to file a stolen mail claim. Please note that we cannot replace packages marked as delivered by USPS.

We guarantee our products for life against defects in manufacturing. If your item malfunctions under normal use, you can return it at any time for a refund, repair, or replacement (this does not include items that are damaged from being chewed). If your item arrives and is defective or not as described, you can return it for a full refund or exchange within 30 days of receipt of the item. Please note that color variations do not fall under this category, due to variations in how computer screens display colors.

If you would like to return an item for any other reason, you may return it, unused and in salable condition, within 30 days of receipt of the item. Your refund will be processed upon receipt of the returned item. Because each product is custom made to order, we charge a 15% restocking fee on all return and exchange orders (retained from the price of the original order). Shipping fees for return and exchange orders are to be paid by the customer, and will be deducted from your refund. Custom orders (custom size, specialty hardware, etc) are not eligible for a return or refund. All Premade or Clearance purchases are final sale and not eligible for return or refund.

For all return/refund inquiries, please email us, including your name and order number, at info@hightailhikes.com. All returns should be sent to High Tail Hikes, 1212 19th St., Oakland CA 94607.