Due to high demand, many of our products are on pre-order. This means you are reserving a product that is currently being manufactured. If you order today, your payment will be processed immediately, but your product will not be shipped until it is ready. You can cancel anytime to get a complete refund including shipping, up until the time the product is shipped. Once your order has shipped, you will receive an email notification with the tracking number. After your order has shipped, the refund policy stated below will apply.
Currently, the Hitch Bottle and Cup is expected to ship in late September 2021, as well as accessories like the shell and lids. Bottle brushes and totes ship immediately.
Return & Refund Policy for Website Orders
If you purchased a product directly from carryhitch.com 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.
To initiate a return, send us an email at email@example.com. Please include your order confirmation number and the word "Return" in the subject line. If your return is accepted, we’ll send you instructions on where to send your package. You will be responsible for the return postage. We recommend using a trackable shipping method as Hitch will not be held responsible for items lost in transit to our return address.
Items sent back to us without first requesting a return will not be accepted.
Once your return has been inspected and approved, please allow up to 3 business days to process your refund. Refunds will be returned to the original form of payment.
Hitch does not accept returns for sale items or for gift cards.
You may cancel your order anytime up until the order has shipped for a full refund on the product. Your shipping payment is non-refundable. If your order has already shipped, you will need to follow the Return Policy for Website Orders as stated above.
Return & Refund Policy for Crowdfunding Orders
Due to the nature of crowdfunding campaigns, if you ordered your Hitch from Indiegogo or Kickstarter, we are unable accept returns requests or order cancellations under any circumstances besides a manufacturing defect. Please refer to the return guidelines on the platform on which you placed your order. If you believe your product to be defective upon arrival, please email firstname.lastname@example.org.
Return & Refund Policy for Outside Retailers
Items purchased from other retailers, online or in stores, need to be returned to the original place of purchase.
If your order has not already been shipped, we will happily exchange your Hitch Bottle and Cup for a different color. Send us an email at email@example.com with your preferred color choice. Please add your order confirmation number and the word "Exchange" in the subject line.
If you have already received a shipping confirmation and a tracking number, you will have to return your items following the website return policy stated above and then place a new order.
Damaged or Defective Items
If you believe your item arrived damaged, please reach out to firstname.lastname@example.org within 30 days of receiving of 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 full bottle or just the affected part.
Hitch will cover the shipping fees for the return of damaged, defective, or incorrect items. If you are approved to receive a refund, we will refund you only for the product returned. Shipping costs on your initial order are non-refundable.
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.
We are not able to resolve any issues due to improper use, normal wear and tear, or loss/theft of the bottle.
We currently ship to the United States and Canada. If you are interested in the Hitch Bottle and Cup and live outside of the United States, please sign up for our newsletter where we will announce when we plan to ship to new countries.
For orders under 1.5 pounds, shipping is $5.50. For orders above 1.5 pounds, shipping is $10.
We offer free, carbon-neutral shipping on U.S. orders above $50.
EU PLT: The goods will be imported on behalf of the consignee/buyer. The consignee authorizes Remaker Labs to import the goods on his behalf. Further, the consignee/buyer agrees Remaker Labs may delegate the obligation to import the goods on his behalf to a subcontractor (e.g. customs broker). The consignee will pay the taxes & duties in addition with the purchase price of the goods