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Frequently and not so frequently asked questions

This is a working list of some of the questions we've been asked in the past. If you don't see your question here, feel free to shoot us an email at

    Orders and Shipping

  • How do I find my order number?

    Please check the order confirmation email you received from immediately after your purchase. The order number is in the subject line with the format H-123. (Be sure to check your Spam and Promotions folders if you don't see the email).

  • How much is shipping?

    For US retail orders over $85 we offer free UPS Ground shipping within the United States, excluding Alaska, Hawaii, Puerto Rico, other U.S. Territories, and military addresses.

    International orders are shipped using a variety of optimized carriers. Rates and options are calculated at checkout.

  • How long will shipping take?

    U.S. orders: Once your order has been fulfilled and shipped, in most cases you should receive your order within 3 to 5 business days from its ship date. For shipments to Alaska, Hawaii, Military, and U.S. Territory addresses, you should receive your order within 5 to 15 business days from its ship date.

    International orders: Once your order has been fulfilled and shipped, we estimate you will receive your order within 4-12 business days of its ship date. Shipping times vary by country and cannot be determined until the order is placed.

  • What does “pre-order” mean? When will it ship?

    Pre-order you are reserving a product that is currently being manufactured or is in transit to our fulfillment centers. If you order today, your payment will be processed immediately, but your product will not be shipped until it is ready. Our current estimates are that pre-orders placed after December 15th, 2022 will ship within 30-45 days from the date of your order. These are only estimates, and may change due to any manufacturing, shipping, or carrier delays. You can cancel anytime to get a complete refund, including shipping, until the product is shipped. 

  • What can I expect for Duties and Taxes?

    For most countries, we do not collect duties and taxes on your order, as they are determined and collected from you by your local customs authority. 

    For the UK, we are required to collect duties and taxes upfront.  All UK orders under £135 are subject to a 20% additional tax upon import. All orders £135 - £630 are subject to a 22% additional tax upon import. 

    Sales Tax is applied by your country for purchases from the U.S., along with Duties charged for processing by your country. In the event your local customs authority is unable to contact you regarding the taxes and duties due on your purchase, and the item is returned to us, you will not be eligible for a refund of the shipping fees.

  • Can I expedite my order?

    We are unable to offer expedited shipping at this time. We will definitely offer this feature in the future.

  • What happens if my package is lost or stolen?

    Once we hand off your package to the carrier, they will be your best point of contact for any issues with regard to delays or package theft. You can see which carrier is handling your package by referring to your order confirmation email or Aftership email. We are not liable to replace or refund orders due to loss or theft, if they are scanned as delivered by our delivery partners.

  • Where do you ship?

    We currently ship to the United States, the United Kingdom, Canada, Hong Kong, Singapore, and Australia. If you are interested in the Hitch Bottle and Cup and live outside of these countries, please sign up for our newsletter! We will keep you up to date as to when we expect to ship to your country.

  • Do you ship to P.O. boxes?

    We do not ship to P.O. boxes for domestic or international orders

  • How do you package your products?

    Most of our packaging is made from recycled cardboard, which is also recyclable. We do everything possible to avoid the use of plastic in our packaging!

  • Where do you ship from?

    For US and Canada orders, we fulfill from our 3PL partner’s warehouses across the US. For other International Orders, we fulfill from our 3PL partner’s warehouses in Shenzhen. 

    In a small number of cases, if inventory runs out on a product at one location, we may split ship your order from another warehouse.


  • What is your return policy for website orders?

    US Returns: If you purchased a product directly from and would like to return it, you have 15 days after receiving your item to request a return. Returned items must be unused and in their original packaging. Hitch does not accept returns on accessories. To complete your return or exchange, we require a receipt or proof of purchase.  Email with the subject 'Return' to initiate your return request.

    International Returns: Hitch does not currently accept returns on International orders.

  • What is the process for returning a U.S. order?

    If you would like to initiate a return, please email a request with your original order number in the subject line to

    Once your return is received, we will approve or reject your request solely at our discretion, and email you about the approval or rejection of your refund. 

    Please note that returns are not free. The cost of shipping plus a $2 restocking fee per item in your return will be deducted from your refund. We will provide you with a shipping label.

    If your return is approved, your refund will be processed and a credit will automatically be applied to your original method of payment within 30 days. If you haven’t received a refund within 30 days of receiving your refund approval, please contact your bank as it may take some processing time before your refund is officially posted. 

    If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. Hitch will not be held responsible for items lost in transit to our return address. 

  • What is your return policy for orders from Kickstarter and Indiegogo?

    Due to the nature of crowdfunding campaigns, if you ordered your Hitch Bottle and Cup from Indiegogo or Kickstarter, we are unable to accept returns under any circumstances. If you believe your product to be defective upon arrival, please email

  • What is your return policy if I bought my Hitch Bottle and Cup at another store?

    Items purchased from other retailers, online or in stores, need to be returned to the original place of purchase.

  • Do you take exchanges?

    For U.S. Orders: If your order has been shipped, to be eligible for an exchange, your item must be unused and in the original packaging, and your request placed within 15 days of receiving your order. We will approve or reject your request for an exchange solely at our discretion. 

    To get started on an exchange, send us an email at Please add your order confirmation number and the word "Exchange" in the subject line.

    International Orders: We do not accept international returns for exchanges.

    Kickstarter and Indiegogo pledge rewards and perks: We do not accept exchanges of any kind.

  • I think my items arrived damaged! What do I do?

    So sorry!

    If you believe there is a manufacturing defect with your product or if the product arrived damaged in the box, please reach out to within 30 days of receiving your shipment. We will ask you to fill out a form to give us a little more information and to upload photos of the claimed damage.

    Hitch will review all cases. In the event that we deem a replacement is necessary, it is at our discretion whether we replace the product or just the affected part. Hitch will cover the shipping fees for the return of defective or incorrect items. Hitch reserves the right to request the product to be sent to our office for additional review and to verify your claim. We will provide the shipping label in this situation, and we will also cover shipping for any replacement parts. 

    After assessing the issue, we will work with you to make it right!

  • I just ordered, but picked the wrong color. What should I do?

    After an order has been placed, we work very quickly to fulfill and send it to our fulfillment center within 12 hours. If you need to change the color, and it has been less than 12 hours, please contact us at with the word ‘Color’ in the subject line, and we will do our best to process your request.

    Please note that in many cases, it may not be possible to make changes once the order has been sent to be fulfilled, but we are happy to help if it has not been sent yet.

    If your order has already shipped, you do have 15 days within receiving your package to submit an exchange request to (Make sure to keep the original packaging intact and do not use your bottle!). If we receive and approve your returned items, you will receive store credit to choose another color of choice :). To initiate your exchange, email, with the subject line "Exchange".

    Kickstarter & Indiegogo rewards and perks cannot be exchanged, including colors.

  • What is your website pre-order cancellation policy?

    If you pre-ordered a Hitch Bottle and Cup from, you may cancel your order for a full refund including shipping up until the day your order ships. Please email to initiate a cancellation and refund.


  • What is your mission?

    Hitch exists to make it easier to enjoy modern life on the move. We do this through cleverly designed products that make life’s daily essentials easier to carry.

    We’re here to empower people to protect the planet, while using our business to create a climate positive future.

  • What does it mean to be Climate Positive?

    Let’s start by explaining Carbon Neutrality. Being Carbon Neutral means that you offset as many emissions as you emit, leading to a net zero.

    Being climate neutral is great, but we take our commitment to the planet a step further by being Climate Positive. In addition to offsetting our carbon emissions, we remove 100 plastic bottles from the ocean and plant one tree for each Hitch Bottle and Cup. Check out our Climate+ page for more information.

  • How do you remove one hundred plastic water bottles from the ocean with every Hitch order?

    With each purchase of a Hitch Bottle and Cup, we fund the removal of 1 kg of ocean plastic (equivalent to 100 plastic water bottles!) through Plastic Bank.

    Plastic Bank is an organization that removes ocean plastic and turns it into new materials and products, all while improving the lives of the people in the supply chain. Ocean plastic is plastic that is doomed to enter the ocean or is already floating in our waterways. 

  • How do you calculate and offset your footprint?

    We track and collect data on everything from the usage of electricity at our offices to the purchases we make and the manufacturing of our products. We use the GHG Protocol, a comprehensive standard that breaks up a company’s footprint into Scope 1, 2 & 3 emissions. 

    We calculate our footprint every year with the data we collect and work with Climate Neutral to further refine this footprint through their powerful carbon foot-printing software. We have been proudly Climate Neutral Certified since 2019 and purchase verified carbon credit offsets for all of our emissions through our partnership with them.

  • How is the Hitch Bottle and Cup sustainable?

    The Hitch Bottle and Cup was designed to make it convenient for you to reduce your daily single-use consumption by combining your reusable cup with your reusable water bottle.

    The Hitch Bottle and Cup is made primarily with stainless steel, one of the most highly recycled alloys on earth. Because the Hitch Bottle and Cup can be separated in to the shell, inner bottle, cup, and lids, if one part is damaged you only need to replace the affected item, rather than buying an entire new bottle. This reduces significant waste and saves you money!

  • What is carbon neutral shipping?

    Through our certified partner, Climate Neutral, we measure how much carbon it takes to ship a Hitch Bottle and Cup. We then offset those emissions by removing an equal amount of carbon from the atmosphere.

    Referrals and Discounts

  • Do you have a referral program?

    Yes! Here's how it works:

    1. You tell your friends about Hitch and gift them $10 off their first purchase
    2. For each friend that makes a purchase, we send you $10 store credit.
    Sign up here!

    We also have an Ambassador Program as well, which allows you to get affiliate opportunities, get featured, and be eligible for product hookups. You can apply here!

  • How do I apply my discount code or gift card?

    From your cart, click "Go to checkout." You will see a white rectangular box with the text "Gift card or discount code." Enter your code and click "Apply.".

  • My discount code doesn’t work!

    It is possible that the code has expired, has already been used, or was entered incorrectly. If you are still having issues after a few attempts, please reach out to for support.

  • Can I use more than one discount?

    Our platform only allows one code per transaction.