Frequently Asked Questions
When will my order process and how long will shipping take?
All in stock items will be processed and shipped within two (2) business days of your order being submitted and will ship USPS (3-5 days in the US and 9-12 internationally, based on the distance to destination and local customs policies).
You will receive a confirmation email once your order has shipped, which will include your tracking number and a link directing you to your tracking information. NOTE: There may be up to a 3 day lead-time on all engraved orders. We also offer an expedited shipping option (1-3 day delivery within US) for an extra charge, and can be selected during the checkout process.
Do you ship internationally?
We have expanded our international shipping destinations including but not limited to Europe, Australia, and Canada. To get a price quote on shipping you can go through the check out process and our system will generate the shipping rate before you have to input your credit card information.
All shipments being sent to and from a country (outside the US) must clear customs first. This can cause delays in the shipping time of your order. Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer’s responsibility. Please check with your country’s customs office to determine what these additional costs will be prior to buying.
Do you offer returns?
Returns are accepted within 14 days of the delivery date on all non-customized products. Customized products, including engraving, are final sale. Returned products must be in original packaging and free of any visible signs of wear/use, subject to inspection. Shipping costs are non-refundable. All returns are to be sent to our e-commerce warehouse.
Attn: Hive Design – Returns
809 University Ave. Suite B.
Los Gatos, CA 95032
Customers are responsible for return shipping for both ways on all returns/exchanges. The customer will need to provide a prepaid mailing label or complete a credit card authorization form so we can process the return shipping costs.
What if my order was sent to the wrong address?
You may contact the shipping carrier, USPS, to attempt to reroute the package to your new address using the tracking number that was provided with your shipment confirmation. If the package is returned to our headquarters, we can reship it to you at the new address. If the address mishap was user error, you will be responsible for the cost of reshipment.
How can I become a wholesaler?
Wholesale pricing is available for orders of 10 or more ropes with a valid re-sale license. Please email us for pricing.
What payment methods can I use?
We accept Visa, MasterCard, and American Express.
How is sales tax determined for my order?
The standard tax rate for Santa Clara County will be applied to all orders within California.
What is your return Policy?
Please contact us for information about our return policy