Frequently Asked Questions

1 :How much space do I need to install a travel hammock set?
2 :Can I leave my travel hammock set outside?
3 :How do I clean my travel hammock set?
4 :What are the weight capacities of these travel hammock set?
5 :What is the warranty for the travel hammock set?
6 :What is your return policy?
7 :How to order a travel hammock set with the online store hamacka.com?
8 :Where can I find information on my order?
9 :Where can I make changes to my account information?
10 :How long the customer service will take to answer my questions?
11 :Where do you ship your travel hammock set?
12 :What are the shipping conditions?
13 :When will my travel hammock set order be shipped?
14 :When will I receive my tracking number?
15 :What are your payment options?
16 :What can I do to avoid problems with the PayPal transaction service?
17 :What shipping methods do you use?
18 :What is your return policy?


1 : How much space do I need to install a travel hammock set?
Our travel hammocks are 300 cm (9 ft 10 in) long and they will require a minimum space of 270 cm - 290 cm (8 ft 9 in - 9 ft 5 in). As for the height, it takes a minimum of 120 cm (4 ft ) to hang the hammock at the correct height.


2 : Can I leave my travel hammock set outside?
Our travel hammock set are highest quality and are among the most durable. However, it is not recommended to leave them outside at the sun all the time.

3 : How do I clean my travel hammock set?
You can clean your travel hammock set by hand with a mild soap. We recommend that you do not machine wash to reduce the risk of damaging the ropes for support.

4 : What are the weight capacities of a travel hammock set?
The travel hammock set HAMACKA can support easely 250 kg. (550 lb)

5 : What is the warranty for the travel hammock set?

The product warranty applies to manufacturing defects that may occur one year from the date of purchase.

If a product purchased on our website displays a manufacturing defect, please notify us by registering your query on our website by clicking the "Returns" link at the bottom of the pages of the website to complement our defective item return form. We will contact you as soon as possible in order to bring you a return merchandise number and our shipping instructions.

No returns will be accepted without an authorization number transmitted by our customer service. Following receipt of the defective item, we can after analysis and at our discretion, replace the item or issue a refund directly to your credit card or your PayPal account. (Transportation costs for the return of defective items remain the customer's responsibility and are at their charge.)

Note that the resulting problems of the following situations are not covered by the warranty: :

  • Damage caused by abnormal use of the product.
  • Damage caused by improper storage.
  • Damage caused by improper maintenance.
  • Damage caused by negligence or vandalism.
  • Damage caused by exceeding the permissible load of the product.
  • Damage caused by the weather, climate and natural events (sun, wind, rain, fire, etc.).
  • Damage caused by any animals (dog, cat, etc...)


6 : What is your return policy?

How do I return an item?

Hamacka.com accept returns for exchange or refund inside 7 days after delivery of the product at the following conditions:

The return conditions:

- The goods to be returned must reach our warehouse within 7 days after receipt of the product by the customer. (after 7 days no returns are accepted)
- The merchandise returned should come in their original packaging (The plastic bag protecting the product should had never been open).
- The merchandise returned should come with a proof of purchase from our stores.
- The merchandise returned should be in perfect condition and have never been used, unaltered and without showing signs of wear or damage in any way.
- The merchandise returned should come with a RMA number (Return Merchandise Authorized); this is available by contacting us by email at administration@hamacka.com.
(The RMA number should be clearly visible on the side of the returning package)
- The shipping fees for merchandise returned are paid by the client.

The reimbursement conditions:
- Upon receipt of your item(s), we will issue a credit for the retail price that you have paid.
- There is a 15% restocking fee for returned items that are not being exchanged and are not damaged.
- That credit can only be done on the same card or the same PayPal account that was used for the purchase.
-The total value of the refund exclude the freight and any other relevant fees, including customs or Import fees, if any.

Again you MUST contact us within 7 days if you intend to return ANY item sent from our store. Items returned to us AFTER 7 days and WITHOUT contacting us, will NOT be refunded.

NOTE : If an item is received damaged or is incorrectly shipped by us please contact Customer Support immediately. Items that are defective and shipped from us or items that you did not order but received from us will qualify for store credit or a cash refund.


7 : How to order a portable hammock with the online store hamacka.com?

A) Find the portable hammock, that you like. Once found, you just click the image of the product, fill the quantities needed in the quantity box and click "ADD TO CART". You will be able to change the quantity before you finalize your order in due time.

B) In the "Shopping Cart" section (accessible from the main menu), you can click "CONTINUE SHOPPING" to add other products related to hammocks, to your order. You can also click on the button "Estimate Shipping & Taxes" to assess the cost of shipping of your order depending on the size and weight of the items. You can adjust the quantity or remove items in your cart. Remember to update your cart after each change. Update your order by clicking the blue arrows icon.

NOTE: Products added in your cart will be stored in memory for your shopping, even if you just log out or accidentally close your browser.

C) Start recording your order of hammock, by clicking on the button "Checkout" and follow the steps one by one to complete your purchase.

In the first step, you will be asked to "Register Account" or make a "Guest Checkout". We suggest you create an account, because you will have more options to monitor the status of your order, and keep a reference of the commands you have made with us.

If you have completed an order by using a temporary guest account "Guest Checkout", it will not be possible later to view a previous order on our website. However, once your order has been shipped, you will receive a confirmation email with the complete information of the parcel tracking number.

NOTE: Our store displays its default prices in Canadian dollars (CAD) and other currencies, by selecting in the header of the home page the desired currency among the following: AUD (Australia), EUR (Euro) , GBP (United Kingdom), USD (United States). Prices displayed in the selected currency will be adjusted to the exchange rates prevailing at the time of purchase.

Good shopping!

8 : Where can I find information on my order?

If during your purchase, you have created an account, you can access information about your order, by clicking the link "LOGIN" in the main menu and by identifying yourself with your email address and with your password. Once logged into your account you will have access to your order history. If you have forgotten your password; click on the "Forgotten Password" in the Web page of the "LOGIN" section, in the main menu.

If you have completed an order by using a temporary guest account "Guest Checkout", it will not be possible to view a previous order on our website. However, once your order has been shipped, you will receive a confirmation email with the complete information of the parcel tracking number.

9 : Where can I make changes to my account information?
At the bottom of the home page of our website, you will find the "My Account" link; after entering your email address and password, you can make changes to your personal information and address changes.

10 : How long the customer service will take to answer my questions?
Our customer service answers questions within 24 hours, 7 days a week.

11 : Where do you ship your travel hammock set?
- We ship in Australia, in Canada, in France, in United Kingdom and United-States.
- We accept to ship our travel hammock set, at delivery addresses approved by PayPal.
- We do not ship to PO Boxes.


12 : What are the shipping conditions?

DELIVERY CONDITIONS FOR ALL COUNTRIES

Hamacka AustraliaHamacka CanadaHamacka FranceHamacka United KingdomHamacka USA

Any order of $69,00 CAD and over (or the equivalence in other currencies) is eligible for a free shipping (Express AIR : 3-7 days), otherwise, a fixed shipping fee of $ 10 CAD (or the equivalence in other currencies) is requested.

At the end of your checkout; your order will display (in order):

1) The product description, the quantity, unit cost and total value.
2) A fixed shipping fees (if applicable).
3) And the total cost (final).

— All amounts displayed will only be charged at your confirmation.
— You will receive a shipping confirmation email with tracking number within two working days of your purchase.
— Our carrier will deliver your order within 3 or 7 working days (depending on your address).
— Your purchases are guaranteed against manufacturing defects for one year from date of purchase.

ATTENTION : We can not ship to PO Boxes addresses. Only valid delivery addresses aproved by Paypal are accepted.

If you have questions, do not hesitate to contact us by email or telephone.
We will be happy to help you.

HAMACKA.COM
Customer service:
E-mail: info@hamacka.com
(U.S.A.) Tel: +1-786-220-3426
(Canada) Tel: +1-514-778-3648
Skype: info@hamacka.com

13 : When will my travel hammock set order be shipped?

Our standard shipping process is as follows:

2 working days for the processing and preparation (Orders preparation is done only from Monday to Friday).

3 to 7 working days for the package to arrive to you with our shipping service


14 : When will I receive my tracking number?
Once your package has been shipped , you will receive a confirmation email with full tracking information.

15 : What are your payment options?

You can choose to pay with your Paypal account or your own credit card.

We use Paypal server for a secure payment. PayPal is designed from the ground up to be one of the safest way to send money online. Unlike other financial institutions, the payments are sent without sharing financial information. In fact, PayPal never shares your credit card number or other financial information with merchants.

Safeguarding your financial and personal information is one most important priority. That’s why Paypal automatically encrypt all sensitive information sent between your computer and their servers. Information is protected by SSL with an encryption key length of 168 bits (the highest level commercially available).

16 : What can I do to avoid problems with the PayPal transaction service?
When you pay by Paypal, your shipping address must match the address on your credit card.
Here are some alternatives that you can try:
  • Make sure you specify your address, city and zip code.
  • Your shipping address must match the address registered in your PayPal account or the one associated with your credit card.
If during a transaction, you still have problems after trying these solutions, please contact PayPal directly.


17 : What shipping methods do you use?
Our deliveries are made by DHL, UPS, Canada Post, USPS.

18 : What is your return policy?


WARNING: ALL ITEMS RETURNED TO OUR WAREHOUSES WITHOUT A RETURN AUTHORIZATION NUMBER WILL NOT BE REFUNDED OR EXCHANGED.

We accept the return of merchandises for an exchange or a refund, under certain conditions:

1) The merchandise must be returned with an authorization number which must be provided by our customer service.
( See the online form for obtaining the return authorization number: "online form")
2) The product must be returned in its original packaging with all documentation. The product must not have been damaged or used. It must be able to be put back in stock in perfect condition (ready for resale)
3) Merchandise must be returned to us within 15 days of receipt of the return authorization number provided by our customer service.
4) The transport fees for the returned merchandise is the responsability of the client and are at his own expense. All shipping costs to and from the customer will be deducted from any refunds.
5) Eligible products must be returned in accordance with a traceable delivery method. (UPS, FedEx, USPS, or Canada Post, with tracking number)
6) There's a Restocking charge of 20% of the value of the order that will be deducted from the reimbursement.
7) Refunds are contingent upon inspection of item(s) once we receive it.


NOTE: Items shipped by us that are defective and items shipped by us that you did not order will qualify for a full refund (including shipping fees).