Shipping & Returns
The vast majority of our shipping is done using either the US Postal Service or UPS. Our free domestic shipping could be either of these two services. The delivery time is generally within two to five days from when your package is picked up by the carrier. There have been delivery delays due to COVID with all shipping carriers. These delays range from a couple of days to weeks and are out of our control. During checkout you also have the option to choose specific shipping services such as USPS Priority Mail, Express or several UPS/FedEx shipping options with varying delivery times. While the shipping services still offer these faster shipping services, shipping carriers are currently not guaranteeing delivery times. You still have the option to select these upon checking out as they will likely be delivered faster - just know they may not be guaranteed by the shipping carrier and that Six Moon Designs is not responsible and has little to no control over the delivery time once your package is in the carriers’ possession.
Due to processing time and scheduled pickup times, we cannot guarantee overnight or expedited shipping. If you need expedited shipping we recommend you contact us so we can explore the possible options for you. Also note that the Post Office and independent shipping services do not guarantee overnight delivery to remote locations and are not guaranteeing all of their services due to COVID.
SHIPPING LEAD TIMES
We ship Monday - Friday and orders placed during business days typically ship within 48 hours unless they include seam sealing service.
SEAM SEALING SERVICE
Orders with seam sealing service may not ship immediately. Orders that include seam sealing service average 5 to 10 business days before they are able to ship during the peak season (April to early August). If you need your shelter faster we recommend ordering the shelter as is with a tube of the appropriate sealant and seam sealing it yourself.
For International Shipping we have the option of shipping through USPS Priority Mail International to some countries or DHL for others. We are currently only offering DHL shipping to some international countries due to an abnormally high amount of lost or stuck packages from USPS.
TAXES, FEES, AND DUTIES
USPS Priority Mail International and DHL do not cover any Taxes or Fees at the time of checkout. When the item arrives in your country, and is processed by customs, you might be charged additional fees according to local laws. Six Moon Designs does not set these fees, have any control over them, or receive any of the money.
If a package is refused at customs it may not be returned to us, for this reason we cannot guarantee refunds for such items. We are not responsible for delays caused by customs.
Once we generate your Mailing Label, tracking information is automatically sent to you. Unfortunately Post Office tracking is pretty limited. So if you need more detailed tracking, you may opt for some other shipping service.
Once we generate your Mailing Label, tracking information is automatically sent to you. USPS tracking is pretty limited. So if you need more detailed tracking, you may opt for some other shipping service. USPS tracking does not always update either. We have had many instances of packages that were received by USPS, but never scanned in or tracking updated by USPS. The orders are almost always delivered in these cases. You are welcome to reach out for us to look into the tracking for you as well, but in most cases it will be delivered on time.
Once your package has been received by the shipping companies; it is in the hands of the shipping company that received the package. Six Moon Designs takes no responsibility for packages lost in transit or stolen from your front porch. If you live on a busy street, please note it in the "Comments Box" on the checkout. We'll gladly add "Signature Confirmation" to the shipping. If you entered the wrong shipping address upon checkout, notify us immediately to correct it. If the package has shipped before we receive notification of an address change Six Moon Designs takes no responsibility for the package. If the package is undeliverable, unable to forward and returned to Six Moon Designs (Returned to Sender) then the customer is responsible for shipping costs when sending back out to the correct or updated address.
ROUTE SHIPPING INSURANCE
Six Moon Designs is proud to partner with Route, the leader in package protection and tracking solutions. By selecting Route+ at checkout your order will be protected from damage, loss*, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be fully reimbursed. We are excited to offer this service to you and we highly recommend you use Route+ package protection at checkout. *Claims for packages marked "delivered" must be filed after 5 days and before 15 days from the date the package was marked "delivered." Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 (20 for international) days and within 30 days from the last checkpoint. Where is my order? Download Route’s mobile app for iOS from the App Store to visually track your package and receive real-time notifications on its estimated delivery.
What if my order never arrives or is stolen?
To protect your order against loss or theft, add Route+ package protection at checkout. When you add Route+, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
What if my order is damaged?
To protect your order against damage that occurred during shipping, add Route+ package protection at checkout. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours. If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at email@example.com and we will be happy to work with you to remedy the situation.
What do I get when I insure my order with Route+?
Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
What are Route’s terms and conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/. How do I file a claim for my lost, stolen or damaged order? If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim here: https://claims.route.com/. Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form.
Does Route+ cover stolen items?
Yes! When you insure your orders with Route+, stolen items are eligible for reorders or refunds.
Is Route a licensed insurance company?
Yes. Route is a licensed insurance company with the biggest name in shipping insurance as its partner, Lloyds of London.
SHIPPING TO TRAIL TOWNS
We have a pretty complete database of all the standard trail towns on the Appalachian Trail, Continental Divide Trail, and the Pacific Crest Trail. So we can generally get it to where you need it. For remote locations, you should make sure to allow sufficient time for your package to arrive.
LOCAL PICK UP
During COVID we are currently allowing local pickup on Tuesdays 9 am - 11 am and Thursdays 1 pm- 3 pm. We need notice ahead of time too within those windows of when you plan on coming. If neither of those weekdays and/or times work for you, you will need to have the order shipped to you. Please email store@six moondesigns.com to arrange a pick up time within our window.
Japan: Six Moon Designs products are available in a number of retail locations spread around Japan. We no longer ship directly to individuals in Japan. To locate a retail outlet nearest to you. Contact our distributor Outdoor Gear Maniacs. They will be glad to assist you in locating a local Six Moon Designs dealer.
Free Shipping on orders $150+
Our free shipping option is eligible for domestic orders that are valued at $150+. Unfortunately, due to the high cost of international shipping, we are unable to offer any free shipping options to international customers.
We are confident you will be pleased with your Six Moon Designs equipment. However, if for some reason your purchase from Six Moon Designs does not meet your needs, you may return any unused items within 30 days for a full refund (less shipping charges). Returned items must be new and in a condition where they are able to be resold. If setting up a tent to test it out, make sure you do so in an area that is clean. Items showing wear, containing debris, or posses any other condition that prevents them from being resold, are not entitled to a full refund.
Please thoroughly inspect your item. We do a thorough check, but sometime things slip through. So make sure you check it out. Load up your pack with all your gear and take it for a walk. Setup your tent before you hit the field. You may need several attempts to learn the best technique to achieve the perfect pitch.
What Can't Be Returned:
- Packs or tents that have been used in the field and are dirty.
- Stakes that have been used to setup the tent on trial runs. So use an alternate set of stakes for setting up your tent until you are happy.
- Footprints and accessories that have been opened or used.
- Seam sealed tents that have not been sealed by us. So please setup your tent and check it out before you attempt to seam seal it.
- Gear where a custom modification has been requested.
- Items sold as either Discontinued or Scratch & Dent. So before ordering these items make sure you really want them.
- Products purchased from retail establishments. Please return your item to the place of purchase.
*NOTICE: We have received returned products that could not be considered “new condition” due to stains, hair, debris, or odors. Some personal care products may inadvertently stain fabrics. Gear can also absorb odors from food or personal odor products. Please use caution with products until you are certain you are keeping them, as we may not be able to refund an item that is not sellable as new to another customer.
How to Return a Purchase:
When returning items please do the following:
- Contact us for a Return Merchandise Authorization (RMA) number.
- Complete our RMA form and include it with your shipment.
- Include a copy of your Sales Receipt in the package. This way we can properly credit you.
- Thoroughly check your item to remove any personal items.
Refunds will be issued within 2 weeks of receipt of goods.
*If you purchased a Fusion Pack in the beginning of 2021 with the Universal Hip Belt the following note still applies to your order: If you choose a Fusion Pack with the Large Hip Belt option it will come with the size Large Universal Hip Belt and both the Pack Body and Hip Belt will be Final Sale and will not be eligible for a return or exchange. The pack price will reflect the discounted Universal Hip Belt. Only the shoulder harness will be eligible for exchanges.
If your returned item is found to be NOT in new and unused condition, we will offer to send the item back to you or charge a restocking fee when processing the refund. We will contact you first to find out which you prefer.