Returns & Exchanges:
Returns for Refund
We want you to be 100% happy with your TrailHeads purchase! Should you need to return an item for a refund, send it (with TrailHeads’ original packaging if possible) along with the packing slip to:
TrailHeads / Returns
17 Meadow St.
Kent, CT 06757
If you would like a postage paid label for your return, please make your request through our returns portal. You will need to provide the Order ID or buyer email and a brief explanation of the reason for the return. Once you’ve entered the necessary information we’ll email a label and packing slip for shipping your item via US Postal Service First Class Mail. (We encourage you to reuse the envelope in which your item shipped.)
If you do not have the packing slip, please include your name and Order ID so that we can process your refund as quickly as possible.
We process refunds within 2 days of receiving the return and it can take 7-10 days before your credit card company reflects the credit. It may be 1-2 billing cycles before you see the credit on your statement.
If it has been longer than a year since the purchase was made, please contact us at firstname.lastname@example.org instead of using the returns portal.
If you need to exchange an item, contact us at email@example.com and we will assist you with the exchange.
If you received a damaged item or an item you didn’t order, we will ship a replacement immediately and include a return label for your convenience. If you’ve changed your mind about a color or size, or would like to exchange for a different style altogether, the new item will be shipped within 2 business days of receiving the return. If there is a price difference on the exchange we will collect or refund the difference when the return arrives, prior to shipping the new item.
For TrailHeads purchases made through Amazon, please contact us at firstname.lastname@example.org. While Amazon does not offer an exchange option, we will be able to assist you.
If you received a TrailHeads item as a gift and wish to exchange for another size, color, or style, you will need to contact us at email@example.com. If the shipping address for the exchange item will be different from that of the original order, please include that information in your message.
If you would like to return for a refund visit our returns portal to initiate the transaction. You will need to provide the order ID or buyer email and the reason for the return. Once you begin the returns process there will be an opportunity to provide a new email for the mailing label, if needed. Refunds are processed to the original card / purchase method unless otherwise requested, in which case they may be issued as store credit.
If you do not have the original order number or buyer email, please send us a message to firstname.lastname@example.org and provide us with your name and either the product name or sku of the item you received. If you cannot identify the style, include a picture of it in your email.
For all returns & exchanges please include your name in the package when mailing the return.
For international customers, please contact us at email@example.com.
Thank you for your purchase. We hope that your TrailHeads item exceeds your expectations and will accompany you on many adventures for years to come. If you have any questions or need assistance, please contact us at firstname.lastname@example.org or call us at 860-592-0088 (M – F, 9:00 AM to 5:30 PM ET).
Orders received by 1 p.m. Eastern time will be shipped the day we receive them (excluding weekends and holidays); orders received after 1 p.m. will be shipped the following business day.
We offer free shipping for USA orders $60+ via U.S. Postal Service First Class Mail. Orders under $60 ship via the same service for a flat rate of $4.50. Expedited and Express shipping services are available for domestic orders.
2-Day Air and Overnight Shipping options are only available on week days. We cannot guarantee delivery on weekends for these services.
International orders ship free for purchases totaling $150 USD or more.
All international orders may be subject to duties and taxes imposed by the country of import.
Depending on the product and the shipping method selected by the customer, TrailHeads may choose to collect duties and taxes prior to shipping. If collected in advance the customer will see them listed during checkout. With certain carriers TrailHeads is not able to collect the duties and taxes in advance, in which case the buyer is responsible for payment upon delivery.
The goods will be imported on behalf of the consignee/ebuyer. The consignee authorizes TrailHeads to import the goods on his behalf. Further, the consignee/buyer agrees that TrailHeads 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.