Knowledge Base FAQ


Phone: 800.464.9208

Snail Mail:
40 Main St Suite 13-120
Biddeford, ME 04005

Are your products warrantied?

If you are not satisfied with a product purchased directly from Hyperlite Mountain Gear at the time you receive it, you may return it, unused, for a refund of your purchase price. You will be refunded within 15 days.

If one of our products fails due to a manufacturer's defect within one year, the original purchaser may return it to us for repair, replacement or refund of the original purchase price at our discretion. This warranty protects the original owner against manufacturing defects in workmanship and materials. Damage due to wear and tear, accident, improper use, negligence, or the natural breakdown of materials over extended time and use is not covered; nor does this warranty cover "seconds."

How does shipping work?

Hyperlite Mountain Gear ships orders worldwide via FedEx or USPS.  Your total shipping charges will automatically compute during checkout prior to the completion of your order. 

What is the lead time for your products?

We are generally fully stocked for all products except those that are custom modified, such as Ice and Porter Packs with ski modifications. If we are temporarily out of stock for an item due to heavy demand, it is restocked within five business days.

When does my order process?

In-Stock Items Orders for in-stock items begin processing when your online purchase is completed, or at the beginning of the next business day if it is placed after normal EST business hours. Generally order processing for in-stock items takes 2-3 business days. After your order has been processed, delivery times vary according to the shipping method you select during checkout and the location of your shipping address. Please note that business days are Monday-Friday, excluding federal holidays within the United States.

When does my order process if it is a backordered item

Backorder items are items that are temporarily out of stock, but available for purchase on our site. A backorder item is shipped to you once it is back in stock. You will be notified of the status of your item via e-mail.

What is the Domestic Shipping Timeline?

MethodShipping time
USPS Priority Mail 2-3 Business Days
FedEx Ground 5-7 Business Days
FedEx Express Saver 3 Business Days
FedEx 2-Day 2 Business Days
FedEx Standard Overnight Next Business Day 4:00pm
FedEx Priority Overnight Next Business Day 10:30am

Can you ship Internationally?

We can ship anywhere in the world. The best way to calculate shipping costs and see the different options offered is through the shopping cart on our website. With your items in the cart, please continue to the checkout page and enter in your shipping information (no payment info needed). Once your shipping information has been entered, all available shipping options will appear.

What are the International Shipping Timelines?

MethodShipping time
USPS Priority Mail International 6-10 Days
USPS Priority Mail Express International 3-5 Days

How much are Tariffs, duties, value added tax (VAT), etc.?

Shipments outside of the U.S. may be subject to your specific country’s tariffs, duties, value added tax (VAT), etc… These costs are your responsibility and are not included in the shipping charges on our website. Please contact your local customs office for more information on these fees, as they are typically based on the value of the order and vary from country to country.

Please be aware that if you refuse a package that has been received by customs because you were not willing to pay the fees, we will refund you the cost of the product after charging you for any additional fees required to return the package to us.


How do I request a return, exchange or repair?

For all returns/exchanges/repairs, please e-mail to initiate the request. We will respond to you with our return/exchange/repair form and directions.


How do I figure out my torso size?

Your torso length, not height, determines your pack size. There is a pack sizing explanation on our pack product pages but to reiterate, we recommend the following to determine your correct sizing:

  • Tilt your head slightly forward to locate the bony bump at the base of your neck. This is your 7th cervical (or C7) vertebra.
  • Using a flexible tape measure, have someone measure starting at that spot and running down along the curve of your spine.
  • Place your hands on your hips so you can feel your iliac crest, which serves as the “shelf” of your pelvic girdle. It is the imaginary horizontal plane going across your hip bones. Position your hands so your thumbs are reaching behind you near your spine at that imaginary horizontal plane across your hip bones
  • Have your friend finish measuring at the point where the tape crosses an imaginary line drawn between your thumbs. This distance is your torso length.

Our sizing:

  • Small 15” – 17”
  • Medium 17” – 19”
  • Large 19” – 21”
  • Tall 21”+

***If your measurement falls on the border between sizes, we suggest you choose the larger torso size. Ex: If you have a 17” torso, choose a medium, or if you have a 19” torso, choose a large.

Can you customize backpacks?

We offer minor customizations to our current line of packs. There is a 2- to 3-week lead-time for any custom pack orders. These packs are covered by our 1-year warranty against any manufacturer's defects; however, our normal 15-day return period does not apply to custom packs. All custom pack orders are taken over the phone or through email (if paying by PayPal).

Please call us at 800.464.9208, or e-mail to discuss your custom pack.

Please see below for more information regarding customization options.

What are the available custom options?

Black Cuben/150D Poly Hybrid

We can custom build any of our packs with a black Cuben/150D polyester hybrid material, which is the same material currently offered as an option for our 2400 and 3400 Windrider and Southwest packs.

Hydro Port/Sleeve/Internal zippered pocket

We can remove or include a hydro port/sleeve or internal zippered pocket in any of our 2400, 3400 or 4400 series packs (not applicable to Summit, Metro or Stuff packs). Please check product description to see standard features.


What are the ideal pole heights?

Echo I: 50” (front) and 38” (rear)
Echo II : 52” (front) and 40” (rear)
UltaMid 2: 60”
UltaMid 4: 74”

Can flat tarps be used with Echo inserts?

Yes. Our flat tarps are compatible with the Echo I and Echo II inserts. However, the beak for the Echo shelter system is not compatible with the flat tarps.