Shipping Policy

Shipping Policy

Shipping Policy – Quench Haus

Last updated: August 28, 2026

Quench Haus (quenchhaus.shop) is an independent, multi-brand specialist retailer for insulated water bottles and travel mugs from Stanley 1913 and Hydro Flask. This policy explains how your order is shipped, what shipping costs, and what happens if something goes wrong in transit. Day-to-day storefront operations, including order fulfillment coordination and shipping support, are managed by Ridgeline Retail Group LLC, 218 Ridgeline Avenue, Suite 4, Portland, OR 97205, United States.

Shipping Charges and Free Shipping Threshold

• Free shipping on orders over $45.00.
• Standard shipping: $8.00 for orders that do not meet the free shipping threshold.

The applicable shipping charge and any free shipping eligibility are calculated and clearly shown at checkout before you complete your purchase. All amounts are in USD.

Order Confirmation

Once your order is placed, you will receive an order confirmation by email. If you do not receive a confirmation, please check your spam folder, then contact us with the email address used at checkout. We accept credit cards and PayPal, and your order is prepared for dispatch once payment is confirmed.

Address Accuracy

Please double-check your shipping address before completing checkout. Quench Haus ships to the address entered at checkout, and we are unable to reroute packages once a carrier has taken possession. If you notice an address error shortly after ordering, contact us as soon as possible and we will do our best to update the shipment before dispatch.

Dispatch, Tracking, and Split Shipments

Orders are prepared for dispatch after payment confirmation, and tracking information is sent to the email address used at checkout once the carrier has scanned the package. If your order contains multiple items that ship from different locations, it may arrive as split shipments; each shipment will have its own tracking details. Any shipping fees already paid cover your order as a whole, not per package.

Carrier Events, Delays, and Failed Delivery

Delivery times depend on carrier schedules, and occasional delays can occur due to weather, carrier volume, or other events outside our control. If a carrier attempts delivery and is unable to complete it, the carrier will typically leave a notice with instructions for redelivery or pickup. Packages returned to us after repeated failed delivery attempts can be reshipped; contact us to arrange this.

Missing or Damaged Packages

If your package is delayed beyond the normal transit window, arrives damaged, or does not arrive at all, our shipping support team will help. Our handling process is to:

• Confirm your order status and tracking against carrier data.
• Open a carrier investigation when a shipment is delayed beyond the normal transit window.
• Arrange reshipment or a refund of the shipping fee when the carrier confirms loss or damage.

Carriers that fail to resolve an investigation within ten business days are escalated to our after-sales department lead for a customer-first remedy.

Contacting Support

Primary Support

Customer support is available by email at support@quenchhaus.shop. Our first response time is one business day. General inquiries are answered directly or routed to the matching specialist department on first touch, and we will confirm which department now owns your case. Unresolved general cases after two exchanges are escalated to the after-sales department lead.

Dedicated Shipping Support

For shipping-specific questions, contact our shipping department at shipping@quenchhaus.shop. The team handles delayed, lost, or misdelivered shipments, questions about dispatch times and how shipping thresholds and fees were applied at checkout, and carrier claims and reshipments. First response time is one business day.

Help Us Help You Faster

When contacting shipping support, please include:

• Your order number and the shipping address used at checkout.
• The carrier tracking number, if you received one.
• Photos of damaged outer packaging, if applicable.

When contacting general support, please include your order number or the email used at checkout, a clear summary of your question or issue, and photos when the question concerns an item's condition.

Support Hours

Our shared customer service window is Monday through Friday, 9:00 AM to 5:00 PM Pacific Time (PT, UTC-8 standard / UTC-7 daylight), excluding US public holidays. Messages received outside these hours are queued in arrival order and answered at the start of the next business day. If you have an urgent shipping issue, please note the urgency in your subject line so it can be prioritized in routing.

Related Policies

Returns are accepted within 30 days of delivery — see our Returns Policy for details. Warranty coverage follows the product information and support guidance provided with each item. We accept credit cards and PayPal.