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Customer Service
  • If you have questions, concerns, comments, or just want to chat please email us at customerservice@hermitshut.com. You will usually get a response within 24 hours.
  • We are very concerned about your security, and do everything in our power to protect your information.

    Privacy
  • In the order form we ask you for a valid email address to send the tracking information and for an alternative way to contact you in case something needs to be changed on your order.
  • You email address is not given or sold to third-parties.
  • All credit information is cleared off our systems 30 days after your order has been placed.
  • All international orders are subject to additional security verification.
  • We recycle our shipping boxes to reduce waste, read more about how we do our part here.

    Returns
    We want all our customers to be happy with their purchases, but we understand that from time to time, things simply don't work out.

  • The Hermit's Hut will process all returns that are postmarked no later than 30 days from the original customer shipment date, provided that returned items are received by Hermit's Hut in new and unused condition, with all original hang tags present and a valid RA number.
  • Items may be returned only with a representative-given Return Authorization (RA) number, proof of purchase and a reason for returning. Please e-mail info@hermitshut.com or call 1-888-507-4455 for your RA number.
  • Clearly write the RA number on the outside of the return package. Shipments received without an RA number will be refused.
  • The buyer is responsible for all shipping costs. However, if the return is due to a mistake made here at the store, the customer will be reimbursed for shipping charges (ground only).
  • Shipping instructions: Return via Fed-Ex, UPS, or USPS and insure for the full value of the item(s). Also, keep a copy of the tracking number used. The Hermit's Hut is not responsible for lost or damaged items from the buyer.
  • All items, including free items such as pillows, must be returned for full refund.
  • There are NO restocking fees in case of an exchange or a return for store credit. In other situations, a Restocking fee may apply. Please contact us for details.

    Domestic Shipping
  • When placing your order you can preview the shipping estimates before submitting your order by inputting your address information for the UPS Real Time Rates to estimate more accurately.
  • All shipping rates are estimated by UPS Real Time rates based on your zip code.
  • These are only estimates and over-sized and/or expedited items can be subject to additional charge (see below).
  • You can also contact us for a shipping quote.
  • We ship, FedEx, UPS and USPS.

    Military Orders:
  • We gladly ship to military APO/AFO addresses via USPS.
    Government Contractor Info (CCR)
  • Hermit's Hut is an officially authorized Trading Partner with the United States government. We are listed in the federal government's Central Contractor Registration (CCR) database.
  • Our DUNS (Dun & Bradstreet) number is 065006496.
  • For government/military/bulk sales, visit our Request for Quote page.

    International Shipping
  • We reserve the right to adjust shipping charges accordingly for multiple quantities of the same item. If adjusted, it will be to cover cost of shipment, not for profit.
  • Customers will be notified by e-mail with new price when we adjust price accordingly for large, heavy or bulk orders.
  • We ship internationally via USPS. We do accept express requests for overseas shipments with UPS or FedEx, however that is by express request only. Also, please beware that substantially higher prices will be charged for UPS or FedEx overseas shipments.
  • Tracking numbers are guaranteed for EXPRESS shipments only. Document and tracking numbers for PRIORITY shipments are not guaranteed to be updated regularly by the USPS.
  • If you have questions regarding any part of this policy, please contact us by phone (1-888-507-4455) or email (customerservice@hermitshut.com) for clarification.
  • All international orders are sent USPS. Any order from outside the 48 contiguous states is considered international by our rate calculation program. Such orders are subject to the international rate shipping table.
  • International orders may have associated taxes at local post offices; please contact them before placing an order as these costs are out of our control.
  • You are responsible for customs fees, duties, and taxes. Hermit's Hut will not cover those expenses.
  • By law we are restricted from marking "Gift" on customs declarations forms. Any request for such will be ignored.

    Bulk Orders and Oversize Items:
  • Any order, domestic or international, with more than three of the same item may be subject to the bulk order rule. Additionally, larger and heavier items (snowboards, skis, snowshoes, backpacks etc.) may be subject to additional shipping charges, as estimates do not take into consideration size of the item. In the case of an additional charge, that money will be used solely to cover shipping costs. If you have questions please call customer service at 1-888-507-4455.

    "Sale" Terms and Conditions:
  • Sale prices apply to in-stock merchandise only.
  • If your item is not currently in our stock, but it is available at the manufacturer, we can special order the item for you. Any delay of this nature for sale items will NOT result in expedited shipping to you. Should this be the case, you may request, at an additional charge, expedited shipping.
  • For orders with back-ordered items, we will split ship the items. We will ship all in-stock merchandise, and then ship all back-ordered items when they arrive. This will not result in additional shipping charges to you.
  • Items, or attributes of items (size, color, etc.), designated as "sale" or "closeout" are ineligible for return. If you purchase any such item, it cannot be returned.

    Free Shipping:
  • *Currently excludes Osprey Packs, Indo Boards, Bouldering Pads, And Some Larger Items.

  • "Free Shipping" offers will be sent whichever carrier is more efficient: Domestically, either UPS of FedEx Ground or US Postal Service Priority; Internationally: USPS Priority Mail .
  • Orders utilizing free shipping are shipped via FedEx "Smart Post", an econmy program. Packages shipped via Smart Post take longer from the time they are shipped to arrive at their destination. If your time frame does not allow for additional days, please select the appropriate shipping method and do not request free shipping.
  • Expedited shipping is available for items eligible for FREE SHIPPING upon request, but an additional charge for expedited shipping will apply.
  • Free Shipping offers are valid only in the contiguous 48 states, excluding Alaska and Hawaii and all other international locations, unless international country is expressly stated in the offer.

    Disclaimer: It is with due diligence that we strive to complete every order as enthusiastically and expeditiously as possible. However, we must reserve the right to cancel and refund any order at any given time. This is not common, and is usually as a result of conditions beyond our control. Should your order be canceled, you will be immediately notified as to why.

    • Hermit's Hut is upfront ecommerce provided by Yahoo! Small Business

    Merchant Account Services

    888-507-4455 | customerservice@hermitshut.com



    HermitsHut.com offers a ton of outdoor gear and equipment for lightweight backpacking, hiking and mountaineering adventures; industrial and commercial applications, as well as military, tactical, rescue and fire rescue applications from brands like Arc'Teryx, Yates, Western Mountaineering, Petzl, Black Diamond, Mountain Hardwear , The North Face and more.