Production Lead Times

All of our items are hand made to order. Our current production lead time is typically one to two weeks from when you place the order to the time your order is shipped. This does not include shipping or transit time. Lead times may be shorter or longer depending on order volume and time of year.

Order Changes

Changes to orders already placed: 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 as soon as possible after you place the order, and no later than 24 hours after placing the order. Please read our product descriptions carefully prior to placing your order, and don't hesitate to contact us with any questions. 

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 up to three 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 package protection insurance at checkout through Navidium 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 2-3 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.