Shipping Basics
Our shipping department is open Monday, Wednesday, and Thursday from 9:00 AM–12:00 PM Eastern Time (ET), and Friday from 9:00 AM–12:00 PM ET. We are closed on Tuesdays, excluding posted holidays, vacations, or trade shows.
Orders placed before carrier pickup will typically ship the same business day. Orders received after carrier pickup, after hours, or on weekends will generally ship the next business day.
We ship from Zeeland, MI 49464, and most orders arrive within 1–4 business days depending on your location and shipping method.
Shipping Methods & Delivery Info
We offer multiple shipping options to fit your needs and budget:
- Flat
Rate Shipping (based on order total)
- UPS
(Ground, or 3-Day Select)
- USPS (Priority Mail or Ground Advantage)
- If you need faster shipping than the options shown at checkout, please email us at trail-buddy@hotmail.com and we can provide a shipping quote.
⚠️ If a specific carrier does not deliver to your address, please do not select Flat Rate Shipping. This method allows us to choose the carrier, and we need to ensure successful delivery.
Flat-rate orders may ship using the most efficient service available at the time, including UPS Ground or USPS services such as Priority Mail or Ground Advantage.
We do our best to ship quickly, but once your package leaves
our facility, we cannot control carrier delays.
Shipping Costs & Address Requirements
Flat-rate shipping is based on your order total and may include a surcharge for
large or heavy items.
For non-flat rate shipping, if the system rounds your shipping weight up, we’ll
first try to upgrade your shipping speed. If funds remain after delivery, we’ll
issue a refund, which may take up to 3 weeks to process.
Flat-rate shipping requires a physical street address. If a PO Box is entered,
we’ll hold your order until we receive a valid street address.
Please double-check your shipping address. If a package is returned due to an
incorrect address, we may deduct related shipping fees from your refund.
Refused or Undeliverable Packages
If your order is refused or returned to us due to an address error or missed delivery:
We will contact you to confirm your correct address and provide any applicable reshipping costs.
If you want the package resent, you will be responsible for all fees* and reshipping costs.
If you do not want the package, we will refund your order minus any applicable fees.
If the return fees exceed the item value, no refund will be issued, and any remaining fees will be considered your responsibility.
*Applicable fees include carrier return charges and reshipping fees (UPS, etc.).
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Order Cancellations
If you need to cancel an order, please contact us as soon as possible by
emailing trail-buddy@hotmail.com.
Credit Card Payments:
If your order was paid by credit card and it has not yet been processed
(batched out), we can void the transaction at no cost. If the card has already been batched out, a 4% processing fee will be charged.
PayPal Payments:
If you paid via PayPal, and your order is canceled, we will deduct a
non-refundable processing fee from your refund. PayPal no longer returns the
transaction fee to us, even when an order is canceled.
Note: Once a shipping label has been created, the order is
considered processed and cannot be canceled.
International Shipping
Some countries may not be able to place orders directly through our website,
and some orders may be subject to additional fees. If your country isn’t listed
or you have trouble during checkout, please email us at
trail-buddy@hotmail.com, and we’ll do our best to help.
Important: You are responsible for any taxes, customs
duties, or import fees. We cannot estimate these costs and recommend checking
with your local customs office before placing your order.
Insurance & Claims
All shipments come with basic carrier insurance:
- UPS
includes $100 coverage per shipment.
- USPS
includes $50 coverage per shipment.
You can add extra insurance during checkout — highly
recommended for high-value or fragile items. If a package is lost or damaged
and no extra insurance was purchased, reimbursement will be limited to the
carrier's default coverage.
Shipping Mistakes & Damaged Orders
If your order arrives damaged, incomplete, or incorrect:
- Please inspect your order promptly upon delivery.
- Keep the original packaging and take clear photos of the issue and packaging materials.
- Email trail-buddy@hotmail.com with photos and your order information within 14 days of delivery.
We will work with you to resolve the issue and, if applicable, file a carrier claim.
If a replacement shipment is needed, we will reship the correct item once the claim or issue has been reviewed. If the carrier claim only covers part of the replacement value, we may ask you to cover the difference unless additional insurance was purchased.