Refund Policy

Refund and Return Policy

Last updated: August 27, 2026

This Refund and Return Policy explains how returns, refunds, exchanges, and product concerns are handled at Trek Haul Outfitters (trekhaul.shop). Trek Haul Outfitters is an independent multi-brand specialist store for hiking backpacks, hydration packs, and running belts, operated by Silver Birch Commerce Group LLC, 1427 Ridgeline Trail Suite 208, Boulder, CO 80302, United States. Silver Birch Commerce Group LLC administers customer service, refunds, and dispute handling for the storefront.

Return Window

Returns are accepted within 30 days of delivery. This 30-day window applies to all eligible items from the date your order is delivered, and we are unable to extend or alter it.

Eligibility and Item Condition

To qualify for a return, an item must reach us within the 30-day return window and be in the condition it arrived in: unused, unwashed, with hangtags, hardware, and any included documentation intact, and in its original packaging where possible. Please inspect your order on arrival — check stitching, zipper operation, hardware stamps, hangtags, and included documentation, and compare the item against the brand's official product page for the model.

How to Start a Return or Refund Request

Contact our after-sales department at after-sales@trekhaul.shop. To help us locate your order and confirm eligibility quickly, please include:

• Your order number
• The reason for the return or change
• The item condition and packaging status

The after-sales team will locate the order, confirm eligibility against this policy, and issue return instructions along with any required return label. They will also track and confirm your refund status once it has been processed. First response time is within one business day.

Refunds

Once a returned item is received and reviewed, your refund is issued to the original payment method used at checkout. We accept credit cards and PayPal, and refunds are returned by the same route. The after-sales department confirms refund status once processing is complete.

Exchanges

If you would like a different size, capacity, or colorway of the same type of item, mention this when you contact the after-sales department. The team will confirm eligibility, arrange the return of the original item, and guide you through placing the replacement order.

Shipping Fees

Original shipping charges are separate from merchandise refunds. Free shipping applies on orders over $45.00, and standard shipping is $8.00. On a verified quality or authenticity concern, no customer is left out of pocket for return shipping — we provide a prepaid return label.

Damaged, Incorrect, Quality, and Authenticity Concerns

If your item arrives damaged, if you receive the wrong item, or if you have a quality or authenticity concern, contact our quality assurance department at quality-assurance@trekhaul.shop. To open a case, please provide:

• Order number and purchase date
• Product model and colorway as listed on the item's tag
• A description of the specific concern
• Clear photos of the item, its labels, and any suspect details

How Your Claim Is Reviewed

1. Case opened: A quality specialist acknowledges the claim and opens a case file within one business day.
2. Records check: The claim is checked against our receiving and distributor records for the affected lot. All of our inventory is purchased exclusively from authorized distributors and brand-approved wholesale channels — we stock no gray-market, used, refurbished, or marketplace-resold goods — and incoming shipments are inspected at receiving for correct model, colorway, hardware, zippers, and packaging.
3. Evaluation if needed: If needed, the item is returned prepaid for hands-on evaluation or brand verification.
4. Written outcome: A written outcome with the remedy is provided to you.

Remedies and Commitments

Every item sold is guaranteed to be a new, authentic product from the named brand, sourced through authorized channels. If any item is ever shown to be inauthentic, we refund the full purchase price including original shipping, and issue a goodwill credit if the authenticity claim is confirmed. Most quality and authenticity cases are resolved within seven business days of receiving the required information, and verified defects requiring brand action are escalated to the after-sales department for remedy execution.

Warranty

Warranty coverage follows the product information and support guidance provided with each item. If you have a warranty question, our quality assurance department coordinates with brand guidance and can point you to the appropriate next steps.

Contacting Support

Customer support is available by email. 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.

General Support (Primary Contact)

Email: support@trekhaul.shop
The general support team is the first point of contact for all order and account questions, routes messages to the correct specialist department, and confirms receipt of every inbound message. First response time is within one business day during the service window. Please include your order number if your message concerns an existing order, the name and email used at checkout, and a brief description of your question or issue. Unresolved general inquiries are escalated to the after-sales department lead.

After-Sales Department

Email: after-sales@trekhaul.shop
Handles order changes and cancellations before shipment, return requests within the 30-day return window, and refund status and post-delivery questions. First response time is within one business day. Disputed eligibility cases are escalated to the legal and privacy department.

Quality Assurance Department

Email: quality-assurance@trekhaul.shop
Handles product condition and defect reports, authenticity claims and batch verification, and warranty questions coordinated with brand guidance. First response time is within one business day.

Payment Methods

We accept credit cards and PayPal. Refunds are issued to the original payment method used at checkout.