Frequently and not so frequently asked questions
This is a working list of some of the questions we've been asked in the past. If you don't see your question here, feel free to shoot us an email at email@example.com
What is a Hitch Bottle and Cup?
The Hitch Bottle and Cup is a full-size water bottle with a removable, barista-approved cup and lid hidden inside. Both the bottle and cup are full size, dishwasher safe, stainless steel, vacuum insulated, leak-proof, and BPA free. The Hitch Cup also secures snuggly on top of the Hitch Bottle, meaning you can easily carry your coffee and water in one hand when you are on the go.
How long does the Hitch Bottle keep liquids hot or cold? What about the Hitch Cup?
The double wall, vacuum insulated Hitch Bottle and Cup will keep beverages cold for 12 hours or hot for 6 hours.
Will my Hitch fit into my car cup holder?
Yes! The Hitch Bottle and Cup fits into most cup holders.
Can I carry water and coffee at the same time?
Absolutely. You can secure a Hitch Cup and lid full of coffee on top of the Hitch Bottle an lid full of water.
To do this, you secure the crossbar on the bottom of the Hitch Cup to the top of the Hitch Bottle lid by gently turning the Hitch Cup clockwise while holding the Hitch Bottle steady.
What materials are used in the Hitch Bottle and Cup?
Bottle: Stainless Steel and Food-Grade Silicone
Bottle lid: BPA-Free Plastic and Food-Grade Silicone
Shell: Stainless Steel and TPE
Cup: Stainless steel and TPE
Cup lid: BPA-Free Plastic and Food-Grade Silicone
What are the dimensions of the Hitch Bottle and Cup?
The Hitch Bottle holds 18 oz of liquid and is 9.89 inches tall (252.7 mm) by 3.13 inches wide (79.5 mm). The Hitch Cup holds 12 of liquid and is 5.43 inches tall (138mm) by 2.87 inches wide (73 mm).
How big is the Hitch Bottle mouth opening?
At 2 inches in diameter (50 mm), the bottle opening is wide enough to fit nearly any ice cube.
How do I clean my Hitch Bottle and Cup?
Start by separating all parts:
1. Remove the bottle lid
2. Push down on the drink threads to detach the inner bottle
3. Unscrew the cup from the shell
4. Separate the cup lid and the bottle lid
We recommend hand washing your Hitch Bottle and Cup with warm soapy water and a bottle brush. Use the detail brush that came with your Hitch Bottle and Cup to clean in between small areas.
You may also separate all part and place them on the top rack of your dishwasher.
Can I put my Hitch Bottle and Cup into the dishwasher?
Yes. We recommend separating all parts of your Hitch Bottle and Cup and placing them on the top rack of the dishwasher.
Can I put my Hitch Bottle and Cup into the microwave?
It is not safe to put your Hitch Bottle and Cup into the microwave.
Can I put my Hitch Bottle and Cup into the freezer?
We don’t recommend putting your Hitch Bottle and Cup in to the freezer. Because of the insulation, the best way to get your water cold is by adding ice cubes via the wide mouth opening.
Product Information and Care
When will my order arrive?
Your Hitch Bottle and Cup are expected to ship in mid-August 2021. Bottle Brushes and Totes ship immediately for U.S. orders and in August for Canadian orders. Accessories like lids and shells ship in mid-August. You will receive an email notification with a tracking number when your order has shipped!
What does “pre-order” mean? When will it ship?
Due to high demand, many of our products are on pre-order. This means you are reserving a product that is currently being manufactured. If you order today, your payment will be processed immediately, but your product will not be shipped until it is ready. You can cancel anytime to get a complete refund including shipping, until the product is shipped.
Your pre-order is expected to ship in mid-August 2021. You will receive an email notification with the tracking number once your product has shipped. Thank you for your patience!
How do I find my order number?
Please check the order confirmation email you received from firstname.lastname@example.org immediately after your purchase. The order number is in the subject line with the format H-123. (Be sure to check your Spam and Promotions folders if you don't see the email).
How much is shipping?
For orders under 1.5 pounds, shipping is $5.50. For orders above 1 pound, shipping is $10. For U.S. purchases above $80, shipping is free :) The shipping price will automatically be calculated at checkout.
Can I expedite my order?
Because many of our products are currently on pre-order, we are unable offer expedited shipping. We will definitely offer this feature in the future.
What happens if my package is lost or stolen?
Once we hand off your package to the carrier, they will be your best point of contact for any issues with regard to delays or package theft. You can see which carrier is handling your package by referring to your order confirmation email.
Where do you ship?
We currently ship to the United States and Canada. If you are interested in the Hitch Bottle and Cup and live outside of these countries, please sign up for our newsletter! We will keep you up to date as to when we expect to ship to your country.
Where do you ship from?
We ship from Southern California.
How do you package your products?
Most of our packaging is made from recycled cardboard, which is also recyclable. We do everything possible to avoid the use of plastic in our packaging!
I entered the wrong shipping address. What should I do?
No worries! If your order has not already been shipped, we happily will change your shipping address for you. Send us an email at email@example.com with your new address. Please add your order confirmation number and "Address Change" in the subject line.
Orders and Shipping
What is your return policy for website orders?
If you have purchased a product directly from www.carryhitch.com and would like to return it, you have 15 days after receiving your item to request a return.
Returned items must be unused and in their original packaging.
To initiate a return, just send us an email at firstname.lastname@example.org including the words "return" and you confirmation number in the subject line. If your return is accepted, we’ll send you instructions on where to send your package. You will be responsible for the return postage. We recommend using a trackable shipping method as Hitch will not be held responsible for items lost in transit to our return address.
Items sent back to us without first requesting a return will not be accepted.
Once your return has been received and approved, please allow up to 15 business days to process your refund. Refunds will be returned to the original form of payment.
Hitch does not accept returns for sale items or for gift cards.
What is your website pre-order cancellation policy?
If you pre-ordered a Hitch Bottle and Cup from carryhitch.com, you may cancel your order for a full refund including shipping up until the day your order ships. Please email email@example.com to initiate a cancellation and refund.
What is your return policy for orders from Kickstarter and Indiegogo?
Due to the nature of crowdfunding campaigns, if you ordered your Hitch Bottle and Cup from Indiegogo or Kickstarter, we are unable to accept returns under any circumstances besides a manufacturing defect. If you believe your product to be defective upon arrival, please email firstname.lastname@example.org.
What is your return policy if I bought my Hitch Bottle and Cup at another store?
Items purchased from other retailers, online or in stores, need to be returned to the original place of purchase.
I think my items arrived damaged! What do I do?
So sorry! Please send an email to email@example.com within 15 days of receiving your package. We will send you a form asking you for a little more information and for some photos of the affected part.
After assessing the issue, we will work with you to make it right!
I just ordered, but picked the wrong color. What should I do?
We can easily update the color for you if your order has not been shipped. You can email firstname.lastname@example.org to tell us what your preferred color is. Please add the words "color change" and your order number in the subject line.
If your order has already shipped, you have 15 days within receiving your package to submit a return request to email@example.com. (Make sure to keep the original packaging intact and do not use your bottle!). Once we receive your return and you are refunded, you can place a new order for your color of choice :)
Do you take exchanges?
If your order has not shipped, you can email firstname.lastname@example.org with your preferred item.
We are unable to edit your order after your order has been shipped. The quickest way to exchange your item is by emailing email@example.com to request a return within 15 days of receiving your package. After we receive your return and you are refunded, you can place a new order for the item you would prefer. We are unable to edit your order after your order has been shipped.
What is your mission?
Hitch exists to make it easier to enjoy modern life on the move. We do this through cleverly designed products that make life’s daily essentials easier to carry.
We’re here to empower people to protect the planet, while using our business to create a climate positive future.
What does it mean to be Climate Positive?
Let’s start by explaining Carbon Neutrality. Being Carbon Neutral means that you offset as many emissions as you emit, leading to a net zero.
Being climate neutral is great, but we take our commitment to the planet a step further by being Climate Positive. In addition to offsetting our carbon emissions, we remove 100 plastic bottles from the ocean and plant one tree for each Hitch Bottle and Cup. Check out our Climate+ page for more information.
How do you remove one hundred plastic water bottles from the ocean with every Hitch order?
Currently we work with Plastic Bank, an organization that removes ocean plastic and turns it into new materials and products, all while improving the lives of the people in the supply chain. Ocean plastic is plastic that is doomed to enter the ocean or is already floating in our waterways. With each purchase of a Hitch Bottle and Cup, we fund the removal of 1kg of ocean plastic (equivalent to 100 plastic water bottles!) through Plastic Bank.
How do you calculate and offset your footprint?
We track and collect data on everything from the usage of electricity at our offices to the purchases we make and the manufacturing of our products. We use the GHG Protocol, a comprehensive standard that breaks up a company’s footprint into Scope 1, 2 & 3 emissions.
We calculate our footprint every year with the data we collect and work with Climate Neutral to further refine this footprint through their powerful carbon foot-printing software. We have been proudly Climate Neutral Certified since 2019 and purchase verified carbon credit offsets for all of our emissions through our partnership with them.
How is the Hitch Bottle and Cup sustainable?
The Hitch Bottle and Cup was designed to make it convenient for you to reduce your daily single-use consumption by combining your reusable cup with your reusable water bottle.
The Hitch Bottle and Cup is made primarily with stainless steel, one of the most highly recycled alloys on earth. Because the Hitch Bottle and Cup can be separated in to the shell, inner bottle, cup, and lids, if one part is damaged you only need to replace the affected item, rather than buying an entire new bottle. This reduces significant waste and saves you money!
What is carbon neutral shipping?
Through our certified partner, Climate Neutral, we measure how much carbon it takes to ship a Hitch Bottle and Cup. We then offset those emissions by removing an equal amount of carbon from the atmosphere.
Do you have a referral program?
Yes! Here's how it works:
1. You tell your friends about Hitch and gift them $10 off their first purchase
2. For each friend that makes a purchase, we send you $10 store credit.
Sign up here!
How do I apply my discount code or gift card?
From your cart, click "Go to checkout." You will see a white rectangular box with the text "Gift card or discount code." Enter your code and click "Apply.".
My discount code doesn’t work!
It is possible that the code has expired, has already been used, or was entered incorrectly. If you are still having issues after a few attempts, please reach out to firstname.lastname@example.org for support.
Can I use more than one discount?
Our platform only allows one code per transaction.
Referrals and Discounts
What is ReHitch?
The ReHitch program closes the loop between your Hitch Bottle and Cup at the end of its life and the creation of a new Hitch Bottle and Cup. We reclaim your old bottle to ensure that it is properly recycled. You can purchase ReHitch for $10 and we will email you a shipping label to send your Hitch Bottle and Cup to us. Once we receive it, we'll properly recycle the bottle and issue you $20 in store credit to get a new Hitch Bottle and Cup.
Who can participate in the ReHitch program?
Anyone who has purchased a Hitch Bottle and Cup is eligible to participate.
What can I send in for ReHitch?
At this time, we can only accept the Hitch Bottle and Cup and related parts. We cannot accept other accessories, such a tote bags or brushes.
How many items can I send to ReHitch?
Please send one Hitch Bottle and Cup for each ReHitch label you purchase.
What condition does my Hitch bottle need to be in for the ReHitch program?
Any condition is fine. In fact, the more beat up the better! You should get tons of use out of your Hitch Bottle and Cup before you send it back.
How long does it take for my ReHitch gift card to arrive?
Your card will be issued as soon as we receive your Hitch Bottle and Cup for processing. You will receive your gift card to the email address you purchased ReHitch with.
Does my ReHitch gift card expire?
No, your gift card will not expire.