Production Lead Times

Custom BioThane Gear

All made to order, custom BioThane gear has a production lead time of 1-2 weeks. This does not include shipping or transit time. Lead times may be shorter or longer depending on order volume and time of year.

Other Items

Resale items, Sale items, Pre Made Items, and stickers typically ship within 1-3 business days of when you place your order unless otheriwse specified on the product page. If your order includes both ready to ship items and custom BioThane products, your entire order will be processed within our standard 1-2 week production lead time. 

Merch items are made and shipped by a third party. Fulfillment can take anywhere from 2-7 days. Merch items are shipped separately from other items in your order. You'll receive a tracking number via email when your merch item ships. 

Order Changes

If you would like to request a change to an order that you have already placed, or if you would like to cancel your order, please contact us no later than 24 hours after placing the order. We are not able to make changes to merch orders once they are placed. 

Shipping

All orders are shipped via USPS or UPS. You will get an email confirmation with a tracking number when your order has shipped. Please note that once your order is shipped, we cannot provide additional tracking information beyond what is available to you through USPS or UPS. 

If your package is marked "Delivered" but you do not receive it, please wait at least three business days to see if the package arrives. Sometimes the item is scanned on the courier's truck prior to final delivery. You may also check with your neighbors, around your property, or common areas of your complex for the package.

Package Protection

We offer optional Navidium package protection insurance at checkout to be able to assist you quickly and easily in the case of loss or theft of your package while in transit. We recommend this option for orders over $75 in value. By selecting Package Protection at checkout and paying an additional fee of 2.5% of your order subtotal, your order will be protected from damage, loss, or theft. If your order never arrives or is damaged when it arrives, you can easily file a claim with our team and receive a replacement order or store credit. 

Terms and conditions for optional package protection: 

If your package has been marked "delivered," but you have not received it, please wait at least 3 days, but no longer than 15 days, after delivery confirmation to contact us. 

• For packages marked delivered, but still have not been received 3 days after delivery confirmation (and no longer than 15 days), please contact us. We will issue you a replacement. If a replacement cannot be sent (limited edition, discontinued, etc.), we will issue store credit for the original purchase price.
• For packages not marked delivered and presumed lost by the carrier, we will issue store credit for the original purchase price.
• For items damaged by the courier, we will issue you a replacement. If a replacement cannot be sent (limited edition, discontinued, etc.), we will issue store credit for the original purchase price.

To file a claim, contact us at support@hightailhikes.com with your order number, contact info, and a description of the problem, and we will get back to you within 3 business days. Please use subject line: "Package Protection Order ####". We ask for your cooperation as needed for filing insurance claims, which may include photos, etc.

If you declined Package Protection at checkout, and your package has been lost, stolen, or damaged, please contact the carrier directly. 

Package Protection does not cover shipments where shipment addresses were input incorrectly by the customer.