Custom Order Changes & Cancellations
Custom orders may be changed, or canceled for a full refund so long as the request is received prior to the start of production. Production start times vary, so you will need to contact our customer service representative to determine the status of your order. If production of your order has begun you may still cancel or make changes to your custom items but are subject to a 20% restocking fee to cover the loss of time and materials already invested in fulfilling the original order request.
If you would like to change or cancel your custom order, reach out to us as soon as possible at sales@hammockgear.com, and we will happily assist you!
Returns Policy
Please carefully read our policy outlined below. All items are subject to a 30-Day return window. They must be returned in new condition, along with original labels and/or paired items such as cotton storage or stuff sacks. Please note that we do not accept returns for used items of any kind. All items with visible signs of use or noticeable odor will not be accepted, and are returned at the customers expense. If you feel as though you have a warranty issue, please read our Warranty Policy to learn more about the warranty claims process.
Be sure to contact our customer service representative at sales@hammockgear.com before mailing any item to receive approval as well as the RMA# necessary for processing your return. You may also simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. Your request will be approved by customer service and you will then be issued a RMA# via email. This RMA# needs to be clearly noted on the exterior of the return package for processing at our facility.
All approved items must be shipped within 7 business days of receiving the return approval. Customers are responsible for return shipping expenses. Once we have received and processed the returned item, we will contact you via email to notify that your refund has been issued. You should expect to receive your refund within two weeks of receiving this notification. All refunds are applied to the original payment method used to purchase the item.
All returns for custom items are subject to a 20% charge of the item's original purchase price (excluding shipping) as a restocking fee.