Policies
Everything you need to know about ordering, shipping, repairs, warranty, and returns.
Payment
You can purchase Six Moon Designs gear through any of the following options:
- Online. Simply select your gear from this website and place an order via our shopping cart.
- Phone Orders. If online orders still make you jittery, just give us a call. We’ll gladly take your order over the phone.
- Dealers. Check out our dealer list on our Dealers Page.
International Orders
For security reasons, on international orders we may restrict the use of credit cards in some countries. In this case, you may be instructed to make the payment through PayPal. If there is a restriction, you’ll be notified upon receipt of your order.
Payment Methods
We currently offer a number of credit card options. We also take PayPal and Apple Pay. If you don’t wish to pay via credit, you can pay by check or money order.
Price Changes
We maintain the right to alter the prices of our items at any time. This includes sales. If the item prices are reduced within 14 days of the date your order was purchased, then Six Moon Designs will refund the difference to the original payment method upon request.
Discount Codes
Discount codes do not stack with any discount already applied to an item, and they are not valid on clearance or wholesale items. They also do not apply to accessories or already discounted items such as scratch and dent, closeout, discontinued items, and general sales.
Shipping
Domestic Shipping
The vast majority of our shipping is done using USPS, UPS, or FedEx. Our free domestic shipping could be any of these services. Delivery time is generally within two to five days from when your package is picked up by the carrier. During checkout you also have the option to choose specific shipping services such as USPS Priority Mail, UPS, or FedEx with varying delivery times. Delivery times are not guaranteed by the shipping carrier, and Six Moon Designs has little to no control over the delivery time once your package is in the carriers’ possession.
Expedited Shipping
Due to processing time and scheduled pickup times, we cannot guarantee overnight or expedited shipping. If you need to expedite your order, we recommend contacting us so we can explore the best possible option for you. We have found UPS to be the most reliable for overnight and next day shipping.
Shipping Lead Times
Orders ship within 1 business day. During extremely busy periods, such as holiday sales, your order may be delayed up to a day or so.
Seam Sealing Service
We keep a supply of shelters seam sealed and ready for immediate shipping, so seam sealing service orders generally go out right away. During extremely busy periods, such as holiday sales, your order may be delayed up to a day or so.
International Shipping
We ship internationally with DHL through Shopify Managed Markets. Most orders travel on DHL eCommerce Parcel International Direct, with full tracking and transit times that generally run 5 to 12 business days depending on the destination.
Taxes, Fees, and Duties
Duties, import taxes, and customs fees are calculated and collected at checkout on international orders. You pay one clear total up front, which means you should not owe additional duties or import charges when your package is delivered. The amounts collected at checkout are passed through to the carrier and the destination country’s customs authority. Six Moon Designs does not set these fees and does not keep any portion of them. Because each country sets its own rates and thresholds, the amount varies by destination and order.
If a package is refused or abandoned at customs, it may not be returned to us, and we cannot guarantee a refund in those cases. We are not responsible for delays caused by customs.
Tracking
Once we generate your mailing label, tracking information is automatically sent to you. USPS tracking can be limited and does not always update, so if you need more detailed tracking you may opt for another shipping service. We have had instances of packages that were received by USPS but never scanned in or updated. These orders are almost always delivered. You are welcome to reach out and we will look into the tracking for you, but in most cases it will be delivered on time.
Lost Package
Once your package has been received by the shipping company, it is in the hands of that carrier. 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 at checkout and we’ll gladly add signature confirmation to the shipping. If you entered the wrong shipping address at 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 be forwarded, and returned to Six Moon Designs, then the customer is responsible for shipping costs when sending it back out to the correct or updated address.
For added protection against loss, theft, or damage in transit, customers can add Redo Package Protection at checkout.
Shipping to Trail Towns
We have a complete database of the standard trail towns on the Appalachian Trail, Continental Divide Trail, and Pacific Crest Trail, so we can generally get your package where you need it. For remote and General Delivery locations, allow sufficient time for your package to arrive (4 to 6 business days). For General Delivery please choose USPS Priority Mail. For hotels, stores, and similar locations, contact the location first to find out which carriers deliver, then select that shipping service at checkout.
Local Pick Up
Local pickup is available by appointment. Please email store@sixmoondesigns.mom to arrange a pick up time.
Excluded Countries
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. Contact our distributor Outdoor Gear Maniacs and 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 valued at $150 or more. Due to the high cost of international shipping, we are unable to offer free shipping to international customers.
Repairs
Light weight is a cornerstone of our product development, and even though this is often at odds with durability, we work hard to find a balance between the two. Our gear has been used on backpacking trips covering thousands of miles and come out in good shape. The key to making your gear last is knowing how to use it and not abuse it.
For those times when our products do need to come in for repair, we perform repairs at a reasonable rate plus shipping. We don’t expect to profit from repairs, just recoup some material and time costs and return you a product you can continue using for years to come. If your product requires more extensive repairs, we will contact you with an estimate on the cost before proceeding.
Repair Limits
There are limits on the extent of the repairs we can do.
- Tents where major panels have been shredded cannot be repaired.
- Packs where the exterior mesh panels have lots of large holes.
Procedures for Returning an Item for Repair
- Get an RMA number. First contact us via email or phone and get a Return Materials Authorization (RMA) number. This is an internal number we use to track items that have been received. Clearly write this number on the outside of your package.
- Print the RMA form. Complete the form and include it with your shipment. This helps us process repairs quicker and mitigate future problems. Download RMA Form.
- Clean your gear. All products should be cleaned prior to sending them for repair. Packs and tents should be brushed free of dirt and sponge cleaned if necessary. Dirty items will incur a cleaning fee or will be returned un-repaired.
- Mark the problem areas. Clearly mark the damaged areas with masking or colored tape. On silicone fabrics use a safety pin to secure the tape.
- Remove personal items. Thoroughly check your item to remove any personal items that may be attached.
- Remove extra items. Remove all parts not needing repairs, such as support stays, hip belt, tent poles, and stakes.
Warranty
Our products are fully warranted to the original owner against defects in materials and workmanship. If our product fails due to a manufacturing defect, we will repair the product without charge, or replace it, at our discretion.
If you think your gear has a warranty issue, please contact us first. Our customer service team will review the details and handle the warranty process for you, so there is nothing to file on your own. We will inspect the gear to determine if it is defective, at which time we will either repair or replace it free of charge. Service or repair of items not covered under warranty will be done at a nominal charge.
What’s Not Covered
This warranty does not cover damage caused by accident, improper care, negligence, normal wear and tear, or the natural breakdown of colors and materials over extended time and use. Rips and tears in the materials are considered normal wear and tear and are not covered under the warranty.
Shipping Charges
If the item is covered under warranty, we’ll absorb the return shipping cost. However, if there is a requirement to return the item faster than our normal shipping times, any additional charges will be billed. Minor defects on international orders may be offered a partial refund or discount code in place of an exchange due to the high cost of shipping. Classification as a minor defect is at the sole discretion of Six Moon Designs.
Returns and Refunds
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 60 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 possessing 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 sometimes things slip through, so make sure you check it out. Load up your pack with all your gear and take it for a walk. Set up 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
- Products that have been used in the field and/or are dirty.
- Stakes that have been used to set up a tent on trial runs. 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. Please set up 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.
How to Start a Return
Returns are handled through our Redo Returns Portal. No printed RMA form is needed for returns.
Refunds will be issued within 2 weeks of receipt of goods. 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.
Sponsorship
Like many businesses we get frequent requests from individuals or groups to provide gear for specific thru-hikes or various fundraising endeavors. While we understand the desire, we’re simply too small to spend time deciding among the many requests who deserves it more.
We’re limiting our donations to direct contributions to various trail organizations. We feel that supporting the organizations that maintain and protect our trails benefits all hikers.
Privacy
At Six Moon Designs, we have a huge respect for your privacy. Third parties may place cookies on your browser for targeted advertising purposes. Information collected may include IP addresses, cookie identifiers, and website activity. You may opt out here. We will not share your email address, or any other customer information, with third parties. Your information is used, as necessary, to fulfill orders, keep you informed (if you wish), and for customer service. If you have any questions about the details of our privacy policy, please do not hesitate to contact us.
When you visit our site you may provide us with two types of information: personal information you actively choose to disclose (“Active Information”), and use information collected, in a way not visible to you, on an aggregate anonymous basis as you and others browse our site (“Passive Information”).
Persons Under 13
Persons under 13 should not disclose information on this site. Additional information about children’s privacy can be found on the Federal Trade Commission website at Consumer Information.
Active Information
No active information is derived from persons merely browsing our website. In order to purchase our gear, we need to collect sufficient information to complete the transaction (name, address, phone, email, credit information). This information is stored on a secure website.
Passive Information
The personally identifiable information that you provide to us and information about your order may be combined with other personally identifiable information (such as demographic information and past purchase history) available from our records and other sources. We also use pixel tags to collect additional information regarding your browsing experience. This information will be used to make our future marketing efforts more efficient and to provide you with a more relevant and timely brand and shopping experience. This information may also be shared with our third party service providers that assist us with our marketing efforts and with other marketers whose products or services we feel may be of interest to you. If you prefer that we do not share your name and address with other marketers, please email us at store@sixmoondesigns.mom.
We also collect standard passive information generally associated with internet browsing. This includes time and length of visit, pages viewed, IP addresses, browser used, and similar data. This information is used to track patterns of usage and allows us to tailor the site to serve you better.
Providing Information to Government as Required by Law
Pursuant to an official government request, we may turn over information provided to us via this website.
Information Security
We secure the personal information you submit by using reasonable efforts to prevent unauthorized access or disclosure, or accidental loss or destruction. Your communications with us via email may not be secure. You assume the risk if you choose to communicate with us through these means.
Customization
We frequently get requests for custom work. This runs the gamut of completely new products to extensive modifications to making packs or tents in special colors. Unfortunately, we’re not set up to do this kind of custom work. Fortunately, there are some ultralight gear manufacturers that are.
Modifications We Can Do
If requested, we can do minor modifications to our gear before shipping it. These can include adding additional tie outs to tents or doing minor modifications to packs. If you’re interested in this, please contact us directly with your idea. If we can accommodate your request, we’ll let you know the cost.
Note: Customized gear is non-returnable.
Social Responsibility
Our corporate social responsibility (CSR) policy refers to our responsibility toward our environment. Six Moon Designs does not exist alone; it is part of a bigger system of people, values, organizations, and nature. The social responsibility of a business is to give back to the world, just as it gives to us.
Scope
The policy applies to our company, and it may also refer to our suppliers and partners.
Compliance
Legality. Our company will respect the law, honor its internal policies, ensure that all of its business operations are legitimate, and keep every partnership and collaboration open and transparent.
Business ethics. We’ll always conduct business with integrity and respect for human rights. We’ll promote safety and fair dealing, respect toward the consumer, and anti-bribery and anti-corruption practices.
Protecting the Environment
Our company recognizes the need to protect the natural environment. Keeping our environment clean and unpolluted is a benefit to all. We design all of our products to last a lifetime of outdoor use, so that less gear winds up in landfills. We’ll always follow best practices when disposing of garbage, recycling, and using chemical substances. Stewardship will also play an important role.
Protecting People
We’ll ensure that we don’t risk the health and safety of our employees and community, avoid harming the lives of local and indigenous people, and support diversity and inclusion. Our company is dedicated to protecting human rights. We are a committed equal opportunity employer and will abide by all fair labor practices. We’ll ensure that our activities do not directly or indirectly violate human rights in any country.
Pro-activeness
Our company may preserve a budget to make monetary donations. These donations aim to protect public lands in the US, build and maintain and protect our National Scenic Trails, and help educate outdoor users on proper techniques for safe and responsible backcountry use.
Six Moon Designs encourages its employees to volunteer through programs organized internally or externally, and may sponsor volunteering events from other organizations. Our employees actively volunteer on trail crews and educational events in the region. Apart from legal obligations, our company will proactively protect the environment through recycling, conserving energy, using an electric vehicle for business, and using environmentally friendly technologies.
Learning
We will actively invest in R&D. We will be open to suggestions and listen carefully to ideas. Our company will try to continuously improve the way it operates. Six Moon Designs is committed to the United Nations Global Compact. We’ll readily act to promote our identity as a socially aware and responsible business.
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