Contact

Contact Trek Haul Outfitters

Trek Haul Outfitters is an independent multi-brand specialist retailer focused on hiking backpacks, hydration packs, and running belts. Whether you are comparing 765 products across Big Agnes, Mountain Hardwear, Nathan, and SPIbelt, or you need help with an order already on its way, this page routes your message to the right team on the first try.

Who operates this store

The storefront you are shopping on is operated by Silver Birch Commerce Group LLC, a privately held retail operations company registered in Colorado. Silver Birch Commerce Group LLC handles sourcing, order fulfillment oversight, and service administration behind the scenes, while Trek Haul Outfitters is the customer-facing brand under which the company sells. In practice, this means the operating entity curates and purchases inventory from authorized brand distributors, maintains the catalog and pricing operations, oversees order processing and carrier handoff, administers customer service, refunds, and dispute handling, and maintains this website and its commerce policies.

Store details

• Store name: Trek Haul Outfitters
• Website: trekhaul.shop
• Operating entity: Silver Birch Commerce Group LLC
• Mailing address: 1427 Ridgeline Trail Suite 208, Boulder, CO 80302, United States
• Primary support email: support@trekhaul.shop

Service hours and time zone

Our shared service window is Monday through Friday, 9:00 AM to 5:00 PM Mountain Time (MT), observing US daylight saving time and excluding US federal holidays. Messages received outside the service window are queued in order of arrival and answered the next business morning. An automated confirmation is sent immediately on receipt, so you always know your message landed.

How to reach us

Email is our primary channel for all order and account questions. Write to support@trekhaul.shop and include your order number if the message concerns an existing order, the name and email used at checkout, and a brief description of your question or issue. Here is what happens next:

• An auto-confirmation is sent on receipt.
• A support generalist triages the message within the service window.
• Your message is answered directly or forwarded to the matching specialist department with the case context attached.

First response time is within one business day during the service window. Unresolved general inquiries are escalated to the after-sales department lead.

If you already know which team you need, the five specialist departments below will get you there faster.

Specialist departments

Pre-Sales — pre-sales@trekhaul.shop

Buying a hydration vest or a running belt and not sure which model fits? The pre-sales team handles fit, sizing, and capacity guidance before purchase, compares models and features across the brands we carry, and confirms stock and delivery estimates before you order.

• Response time: within one business day.
• Include in your message: your intended use (day hikes, overnight, trail running), torso length and typical load weight if relevant, and the models or features under consideration.
• Handling flow: a gear specialist reviews the stated use case, sends recommendations with comparison notes and sizing guidance, and answers follow-up questions in the same thread.
• Escalation: unresolved fit questions go to the quality assurance department for hands-on product verification.

After-Sales — after-sales@trekhaul.shop

For anything after checkout, contact after-sales@trekhaul.shop. This team handles order changes and cancellations before shipment, return requests within the store's stated return window, and refund status and post-delivery questions. Returns are accepted within 30 days of delivery.

• Response time: within one business day.
• Include in your message: your order number, the reason for the return or change, and the item condition and packaging status.
• Handling flow: the order is located and eligibility is confirmed against the return policy, return instructions and any required label are issued, and refund status is tracked and confirmed once processed.
• Escalation: disputed eligibility cases go to the legal and privacy department.

Quality Assurance — quality-assurance@trekhaul.shop

If an item arrives damaged, appears inconsistent with expectations, or raises a warranty question, write to quality-assurance@trekhaul.shop. This department receives product condition and defect reports, manages authenticity claims and batch verification, and coordinates warranty questions with brand guidance. Warranty coverage follows the product information and support guidance for each item.

• Response time: within one business day.
• Include in your message: your order number, the product model and colorway, and photos of the item and the specific concern.
• Handling flow: a case file is opened and acknowledged, the claim is checked against receiving and distributor records, and a written outcome and remedy are provided to you.
• Escalation: verified defects requiring brand action go to the after-sales department for remedy execution.

Legal and Privacy — legal-privacy@trekhaul.shop

Privacy questions, personal data requests, disputes over policy interpretation, and formal notices or intellectual property concerns go to legal-privacy@trekhaul.shop.

• Response time: within two business days.
• Include in your message: your full name and contact details, the specific request or concern, and any supporting documentation.
• Handling flow: the request is logged with a reference number, relevant policies and records are reviewed, and a written response with the determination is sent.
• Escalation: matters requiring outside counsel are escalated to the operating entity's management.

Shipping Support — shipping-support@trekhaul.shop

For tracking status and carrier-delay investigations, address corrections before dispatch, and lost or damaged in-transit claims, contact shipping-support@trekhaul.shop.

• Response time: within one business day.
• Include in your message: your order number, the delivery address as entered at checkout, and the carrier tracking number if available.
• Handling flow: the shipment is traced with the carrier, a delay, replacement, or claim path is confirmed to you, and the outcome is monitored until delivery or resolution.
• Escalation: unresolved carrier claims go to the after-sales department for refund or replacement.

Choosing the right contact point

A quick reference to help you decide where to write:

• Haven't ordered yet? Use pre-sales@trekhaul.shop for sizing and model comparisons.
• Order placed but not shipped? Use after-sales@trekhaul.shop for changes and cancellations.
• Package in transit or missing? Use shipping-support@trekhaul.shop.
• Item arrived with an issue? Use quality-assurance@trekhaul.shop.
• Privacy or formal matter? Use legal-privacy@trekhaul.shop.
• Not sure? Start with support@trekhaul.shop and we will route it for you.

Common questions before you write

Our service promise is simple: clear support before and after the order. Whichever inbox you choose, a real person on the right team will read it.