Refund policy
Last updated: 5 September 2026
The short version
Nothing is ever shipped back to us. If your order arrives damaged, defective, or is not what you ordered, email us within 7 days of delivery with photos and we will replace it or refund you in full — whichever you prefer. We do not take items back because you changed your mind.
Why nothing comes back
Our stock ships from an overseas supplier. Sending a single bottle back there takes longer and costs more than replacing it, so we do not run a return-to-sender process at all.
That cuts both ways, and we would rather say so plainly than have you find out at the wrong moment. Putting a problem right is quick — no repacking, no postage, no waiting for a parcel to travel back before you see your money. But there is no route for an item to re-enter stock, so we cannot take one back simply because it was not what you hoped for. If you are undecided, the specifications and dimensions are on the product page, and we will answer any question by email before you buy.
If it arrives damaged, defective, or wrong
Email hello@trailsip.club within 7 days of delivery with:
- your order number
- clear photos of the item, showing the problem
- a photo of the packaging it arrived in
The packaging photo is not a hurdle to clear. It usually shows whether the damage happened in transit, which is what tells us where the fault is and lets us fix it at our end. Send what you have.
We reply within two business days, and you choose the outcome: a replacement sent to you free, or a full refund to your original payment method. Refunds are issued within 5 business days of us agreeing the claim; your bank may take a further 5–10 days to show it, which is outside our control. Keep the item either way — we will not ask you to post it anywhere.
If your order never arrives
Contact us and we will resolve it. The full detail is on the Shipping Policy page: if it has been more than 25 business days since dispatch, email us with your order number and we will chase the carrier, resend the order, or refund you in full, whichever you prefer.
What this does not cover
- Normal wear. Scuffs on the silicone, marks on the steel, a strap that softens with use.
- Damage from drops, chewing, or misuse. The bottle is for drinking water — not hot liquids, carbonated drinks, milk, or cleaning solutions, and it is not a chew toy.
- Reports made more than 7 days after delivery. The window is short because transit damage shows up on the first use, and because photographs taken weeks later cannot tell us much.
If you are not sure which side of the line your problem falls on, ask us before you assume the answer. We would rather look at the photos.
Cancelling before dispatch
Processing takes 1–3 business days, so there is usually a window. If your order has not shipped, email us and we will cancel it and refund you in full. Once it has been dispatched we cannot recall it.
Your statutory rights
We sell to customers in the United States. The policy above applies in addition to any rights you have under federal law and the law of your state, and nothing on this page removes them. Where your state grants you a longer period or a stronger remedy than the terms above, your state law applies.
Questions
Email hello@trailsip.club. We reply Monday to Friday, usually within two business days.