Warranty and Returns
Poltergeist, Poltergeist SUL Hammocks
Due to the Super ultralight nature of the Cloud 71 material we do not offer a warranty against its failure.
Here at TrailHeadz we pride ourselves on building quality gear for your backcountry adventures. Every item is hand-made by us in our home, inspected for quality during the build process and upon completion to ensure we are delivering our best possible product to our customers.
We warrant our gear to be free of defects in craftsmanship and material defects for one year from date of purchase to the original owner. During that time should a defect, due to these reasons, arise please contact us to address this matter.
In the event of a hammock failure we require for you to submit pictures of the hammock at the time of failure to aid us in determining the cause. In some cases the angle of hang and the environment itself can contribute to a failure and as these are not factors that we here at Trailheadz can control we ask that users take a few pictures of the hammock, from both the side ( please make sure your pics are from far enough away that we can see the trees and full suspension you were hanging from) and looking down the length of the hammock (looking down the length of ridgeline) in order to help us in this event.
Due to the custom nature of our products and its intended use we cannot accept returns on used gear. If for some reason after receiving your purchase you are not satisfied with the items please contact us regarding a replacement or refund of any unused gear.
Due to the custom nature of TrailHeadz products order returns and refunds will be subject to a 20% fee, as well as any additional transaction fees incurred by our website host. This cancellation fee is for the cost of materials, shipping materials from suppliers, and any labor involved with your order up to the point of cancellation.
ORDERS BASED ON OUTDOORINK, OMNICOLOR PRINTS OR OTHER CUSTOM MATERIALS ARE CONSIDERED FINAL AT TIME OF SALE AND WILL NOT BE CANCELLED OR REFUNDED,
Modifications to our equipment
TrailHeadz will not honor any warranty or repair due to modification or repairs performed by the consumer or third-parties. If you need either of these done to your gear please contact us and we will be happy to assist you.
Effective on or after September 1, 2021 we will no longer accept order cancelations and all sales are final due to the custom nature of our gear.
Product lead times are determined by business volume, type of item ordered, and availability of materials and are an estimate only. Some items take longer than others just based on their particular construction methods. Large items ( Hammocks, Quilts, and Tarps) typically have a longer lead time, while accessory items typically ship within 2-3 business days. Lead times are to be considered as an average build time for an item once materials are received from our suppliers. We do our best to give an accurate lead time, but please keep in mind we are a small business (just the two of us!) and sometimes life gets in the way of speedy deliveries. Should a delay occur, we will strive to keep you as up-to-date as possible of build progress.
Shipping Terms and Conditions
TrailHeadz Hammocks and Accessories LLC is not liable or responsible for any delays, damage, loss, or mis-delivery of orders once shipped. All accessory orders are shipped USPS First Class and all hammock, tarp, and quilt orders are shipped USPS Priority Mail by default. We highly recommend purchasing additional insurance for any high value or international orders. If you would prefer a shipping method not listed on our site options (I.E.- a different class, carrier, or if you would like to purchase additional insurance that is not available as an option for your chosen shipping method) please contact us directly.
Any claims resulting from loss, damage, mis-delivery, or excess delay should be filed with shipping providers.