Welcome to Hiking Shop’s FAQ page! We’re here to help answer your questions about our products, shipping, returns, and more. If you don’t find what you’re looking for below, our team of actual hikers is always ready to assist at [email protected].

About Our Products

What types of hiking gear do you specialize in?
We specialize in trail-tested equipment for all your outdoor adventures, including:
  • Hiking backpacks (20L to 30L and day packs)
  • Weather-appropriate clothing (down jackets, fleece, base layers)
  • Footwear (country boots, dog walking boots)
  • Hiking accessories (gaiters, gloves, balaclavas, blister prevention)
  • Family hiking gear (baby carriers)
  • Organization solutions (compression bags, stuff sacks)
How do you ensure product quality?
Every product in our shop is field-tested by real hikers before we offer it to you. We only carry gear that meets our standards for durability, functionality, and comfort on the trail.
Do you offer products for family hiking?
Absolutely! We’re proud to offer family-friendly hiking gear including baby carriers and dog walking boots – perfect for getting everyone outdoors together.

Ordering & Payment

What payment methods do you accept?
We accept:
  • Visa
  • MasterCard
  • JCB
  • PayPal
Is my payment information secure?
Yes! We use industry-standard encryption to protect all your payment information. We never store full credit card details on our servers.
Can I change or cancel my order after placing it?
We process orders quickly to get your gear to you fast. If you need to make changes, email us immediately at [email protected] with your order number. We’ll do our best to accommodate your request if your order hasn’t entered the packing process yet.

Shipping & Delivery

What shipping options do you offer?
We offer two reliable shipping methods:
  • Standard Shipping ($12.95 via DHL/FedEx): 10-15 days after dispatch – perfect for urgent needs
  • Free Shipping (via EMS on orders over $50): 15-25 days after dispatch – great for budget-conscious adventurers
How long does order processing take?
We’re not a warehouse – we’re hikers who carefully check each order. Processing typically takes 1-2 business days (excluding weekends), or up to 3 days during peak seasons.
Do you ship internationally?
Yes! We ship globally except to some remote areas in Asia. Note that customs fees may apply depending on your country’s regulations, especially for larger orders of technical equipment.
How can I track my order?
Once your order is dispatched, you’ll receive tracking information via email. Our carriers provide detailed updates so you can follow your gear’s journey to you!
When should I order for an upcoming trip?
For time-sensitive items like child carriers or specific hiking boots, we recommend ordering at least 3 weeks before your trip. For last-minute needs, choose our Standard Shipping option.

Returns & Exchanges

What is your return policy?
We offer a 15-day return window from the date of delivery. While we can’t refund original shipping costs, we’ll make the return process as smooth as possible. Note that for hygiene reasons, items like blister plasters and balaclavas must be returned unopened in original packaging.
How do I initiate a return?
Email our team at [email protected] with your order number and reason for return. We’ll provide return instructions faster than you can say “waterproof gaiters“!
What if my item is defective or incorrect?
We take pride in our careful packing process, but if something’s not right, we’ll make it right. Contact us immediately and we’ll arrange for a replacement or refund, including return shipping costs for defective items.

Contact & Support

How can I contact customer service?
Our team of actual hikers is ready to help at [email protected]. Please include your order number for faster service. We typically respond within 24 business hours.
Where are you located?
Our hiking shop is headquartered at:
1660 Pike Street, San Diego, US 92111
Though we’re not a physical retail store, we welcome your letters and feedback!

From our hiking family to yours – we can’t wait to see where your new gear takes you!
The Hiking Shop Team