Contact Quench Haus

Quench Haus is an independent specialist retailer for insulated water bottles, tumblers, and travel mugs from Stanley 1913 and Hydro Flask. Whether you are comparing models before you buy, checking on an order, or need help after delivery, this page points your message to the right team so it gets answered by someone who can actually act on it.

Who operates this store

Quench Haus is operated by Ridgeline Retail Group LLC, an independent, text-only operating company. It manages day-to-day retail operations for this multi-brand drinkware storefront — merchandising, order fulfillment coordination, customer service, and policy administration. It is not a manufacturer and not a brand owner of the insulated bottles and tumblers sold here.

Our postal address for correspondence and formal notices:

Quench Haus
218 Ridgeline Avenue, Suite 4
Portland, OR 97205, United States

The store has been operating since 2021 with a simple service promise: clear support before and after the order.

Shared service window and business hours

All departments share one operating window:

• Time zone: Pacific Time (PT), UTC-8 standard / UTC-7 daylight
• Hours: Monday through Friday, 9:00 AM to 5:00 PM Pacific Time, excluding US public holidays

Messages received outside this window are queued in arrival order and answered at the start of the next business day. If your issue is urgent — for example, a shipment stuck in transit or a quality concern — note the urgency in your subject line and it will be prioritized in routing.

Primary support channel

Not sure which team you need? Start here.

Email: support@quenchhaus.shop
First response: one business day

What the primary team handles

• General inquiries received through the storefront's published email contact
• Routing your message to the correct specialist department on first touch
• Order status questions and confirming account or order details

How it works

1. Your message is acknowledged within the response window.
2. If it is general, it is answered directly; otherwise it is forwarded to the matching specialist department with full context.
3. You receive a confirmation of which department now owns your case.

Unresolved general cases after two exchanges are escalated to the after-sales department lead, so nothing simply stalls.

What to include

• Your order number or the email used at checkout
• A clear summary of your question or issue
• Photos, if the question concerns an item's condition

Specialist departments

Pre-sales: product questions before you buy

Email: pre-sales@quenchhaus.shop
First response: one business day

Questions about specific insulated bottles, tumblers, and travel mugs before purchase — capacity, lid compatibility, insulation expectations, and model comparisons across brands. This team can also clarify how a checkout code such as SAVE15 and its eligibility rules apply to a planned order.

How it works: the team confirms the models in question, provides specification-based comparison drawn from listing and manufacturer data, and follows up after recommendations with an offer to answer remaining questions. Questions requiring sourcing or pricing approval go to the quality assurance department lead.

Include:

• The models or item names you are comparing
• Intended use — commuting, outdoors, office, or gifting
• Your preferred capacity and lid style

After-sales: returns and exchanges

Email: after-sales@quenchhaus.shop
First response: one business day

This team manages returns within the store's published 30-day return window, coordinates exchanges between models or colorways when stock allows, and resolves post-delivery issues such as receiving the wrong item.

How it works: your order is verified against the delivery record, return or exchange instructions are issued with the correct return address, and the case is closed with a written summary. Return disputes outside standard handling go to the legal and privacy department lead.

Include:

• Order number and delivery date
• The item(s) to return or exchange and the reason
• Photos if the item arrived damaged or incorrect

Shipping support: delayed, lost, or damaged shipments

Email: shipping@quenchhaus.shop
First response: one business day

Investigating delayed, lost, or misdelivered shipments, questions about dispatch times and how shipping thresholds and fees were applied at checkout, and coordinating carrier claims and reshipments.

How it works: the team confirms your order status and tracking against carrier data, opens a carrier investigation when a shipment is delayed beyond the normal transit window, and arranges reshipment or a shipping-fee refund once the carrier confirms loss or damage. Carriers that fail to resolve within ten business days are escalated to the after-sales department lead for a customer-first remedy.

Include:

• Order number and the shipping address used at checkout
• Carrier tracking number, if you received one
• Photos of damaged outer packaging, if applicable

Quality assurance: defects, finish, and authenticity

Email: quality@quenchhaus.shop
First response: two business days

Receiving and reviewing authenticity and workmanship claims, investigating suspected defects, lid seal failures, or finish problems, and recording recurring issues that feed back into sourcing review. Every listed item is held to the store's published authenticity and quality standards, and this is the team that applies them.

How it works: your claim is logged with complete intake information, assessed against manufacturer reference data and sourcing records, and you receive a written determination and remedy — such as replacement or refund per the applicable policies. Confirmed authenticity failures are escalated to the operating company's management for the full written remedy.

Include:

• Order number and item model
• Photos of the concern, including any marking on the base or lid
• A description of how the issue appeared

Legal and privacy: policies, data, and formal notices

Email: legal@quenchhaus.shop
First response: three business days

Handling privacy requests, data access questions, and account deletion requests; answering questions about the Terms and policies published on the storefront; and receiving formal notices concerning intellectual property or consumer-rights correspondence.

How it works: the request is acknowledged and its scope confirmed, identity is verified where required for privacy actions, and you receive a written response citing the applicable published policy. Matters beyond standard policy administration are escalated to the operating company's external counsel.

Include:

• The specific request or policy clause in question
• Identity details needed to verify a privacy request
• Supporting documents, if any

Choosing the right channel

Whichever door you come in through, your message is acknowledged, owned by a named team, and answered with a written resolution. That is what clear support before and after the order means in practice.