Frequently Asked Questions
Orders & shipping
Where do you ship?
Worldwide, and shipping is free on every gear order, with no minimum.
How long does delivery take?
Orders are processed in 1–3 business days, then delivered in 6–13 business days. You'll get a tracking number by email when your order ships.
Will I pay customs fees?
Orders shipped outside the United States may be charged import duties or taxes by your country's customs office. These are the buyer's responsibility.
Why did my order arrive in separate packages?
Items can ship from different warehouses, so a multi-item order may arrive on different days.
Digital products
How do I get my guide or GPX files?
Instantly. After checkout you'll see a download link, and we email it to you too.
What formats are the guides?
PDF, in US Letter and A4. Some guides also include a mobile version or a printer-friendly version; each product page lists exactly which files you get.
How do I use the GPX files?
Import them into AllTrails, Gaia GPS, Komoot or a GPS watch. Download the offline map for the area first, and your position shows on the route even without cell signal. Our step-by-step guide covers each app.
Can I get a refund on a digital product?
Digital products are non-refundable once downloaded, but if a file is faulty or doesn't match the description, email us and we'll fix it or refund you.
Returns & refunds
What is your return policy?
30 days from delivery for unused gear in its original packaging. Email support@hikesupplyco.com with your order number to start a return.
When will I get my refund?
Within 5–10 business days of us approving the return, back to your original payment method.
My item arrived damaged or wrong. What now?
Email us a photo with your order number and we'll send a replacement or a full refund, at no cost to you.
Products & sizing
How do your clothes fit?
Check the size chart on each product page. Many of our styles run small compared to US sizing, so if you're between sizes, size up. If in doubt, email us before ordering.
Are your jackets waterproof?
Our windbreaker and hiking pants are water-repellent: they handle light rain and drizzle, but they aren't fully waterproof shells.
How do I wash hiking clothing?
Machine wash cold on a gentle cycle and air dry. Avoid fabric softener, which reduces the quick-dry and water-repellent finish.
Payment & support
Which payment methods do you accept?
All major credit and debit cards, including Visa, Mastercard and American Express. Payments are processed securely and we never store your card details.
How do I contact you?
Email support@hikesupplyco.com. We reply within 24 hours, Monday to Friday.