Shipping

Ascend Supply Co. is an online-only shop. Every order is picked, packed and dispatched from our suite at 1209 Mountain Road Pl NE, Ste N, Albuquerque, New Mexico. There is no storefront, no counter and no pickup window. We ship by USPS and UPS to the 50 US states and the District of Columbia, and we do not ship anywhere else.

Where we ship

• The 50 US states and Washington, DC.
• Residential and business addresses, and PO boxes. A PO box order travels USPS, since UPS cannot deliver to one.
• We do not ship internationally. We do not ship to Puerto Rico, Guam, the US Virgin Islands, American Samoa or the Northern Mariana Islands, and we do not ship to APO, FPO or DPO addresses. Orders entered for those destinations are cancelled and refunded in full within one business day.
• We do not use freight forwarders or reshippers. If an order is addressed to a known forwarding warehouse we will contact you before dispatch.

How fast we dispatch

Dispatch is 0 to 2 business days from the moment the order is paid. An order placed before 1:00 pm Mountain Time on a business day usually leaves the same afternoon. Anything after that, or over a weekend, goes out on the next business day. Two days is the outside case, not the habit.

Business days are Monday through Friday. We do not pack or dispatch on Saturdays, Sundays or federal holidays, New Year’s Day, Memorial Day, Independence Day, Thanksgiving Day and Christmas Day among them. Carriers do not move parcels on those days either.

Dispatch time and transit time are separate. Dispatch is the part we control. Transit is the carrier’s.

What it costs

The $75 threshold is the goods total after any discount and before sales tax. Free standard shipping applies to every address we serve, Alaska and Hawaii included. There is no oversize charge and no second charge for a heavy order, so a $302 wool blanket or an $828 expedition kit ships on the same terms as a $19 carabiner.

We choose the carrier by weight, size and destination, not by preference. Sales tax is calculated at checkout where we are required to collect it. There are no duties, brokerage fees or customs charges on any order, because we ship only within the United States.

How long it takes to arrive

These are the carriers’ own estimates and we pass them on as estimates. Weather, a missed scan or a holiday backlog can add days, and none of that is within our reach once the parcel is handed over. If a delivery date matters, choose expedited and order early in the week.

Tracking

You get two emails from hello@6ascend.store. The first confirms the order. The second carries the carrier name and the tracking number, and is sent when the parcel is handed to USPS or UPS. Tracking can take up to 24 hours to show its first movement, which is normal and is not a sign of a problem.

A larger order sometimes travels in two boxes with two tracking numbers. You are never charged twice for that, and both numbers are sent to you.

Orders of $400 or more ship with signature required. Someone at the address has to sign. If nobody is home the carrier leaves a notice and holds the parcel for pickup, usually for five business days, before it starts back to us.

Addresses and changes

We ship to the address exactly as it is entered at checkout, so read it once more before paying. If you need to correct an address or cancel an order, email hello@6ascend.store with the order number. We can make the change any time before the parcel is dispatched. After dispatch we cannot redirect it, and the order has to run its course and come back through Returns.

If a parcel comes back to us as undeliverable, for a bad address, a refused delivery or an uncollected hold, we email you. You can have it sent out again for a flat $7.50, or take a refund of the goods less the postage we actually paid on the first attempt.

If a parcel does not arrive

Parcels go missing. Ours is a short and specific process, and we do not make you argue with a carrier on your own.

1. Tracking has not moved for 5 business days to the lower 48, or 10 business days to Alaska or Hawaii. Email hello@6ascend.store with the order number.
2. We open a trace with USPS or UPS within one business day and send you the case reference.
3. The carrier gets up to 8 business days to find the parcel. Most turn up in the first three.
4. If it is not found in that window we replace the order at no charge where the goods are in stock, or refund you in full, including any shipping you paid. You choose which.

Raise a missing parcel with us within 30 days of dispatch. After that the carriers close their claim window and we lose the ability to trace it.

If tracking says delivered and it is not there

Wait 48 hours first. Carriers scan parcels as delivered ahead of the drop more often than they admit, and the box frequently arrives the next morning. Check the porch, the side gate, the mail room and with whoever else is at the address.

If it is still missing after that, email us within 7 days of the delivery scan. We file a location request with the carrier, which takes up to 10 business days and includes the GPS point recorded at the scan. If the parcel is not recovered, we replace it or refund it in full.

If it arrives damaged

Photograph the outer box, the packing and the item, and email hello@6ascend.store within 7 days of delivery. Keep the box and packing for 14 days in case the carrier wants to inspect them. We send a replacement or refund you in full, and we cover any return postage if we ask for the item back. Stoneware, enamel and glass chimneys are the ones this happens to, so they go out double-boxed.

How we pack

Goods go out in a plain corrugated box with paper fill. Leather, wool and waxed canvas are wrapped in tissue and sealed against dust. Cast iron ships seasoned and oiled, wrapped so the oil does not reach anything else in the box. Lanterns travel with the chimney packed separately. Nothing carries the brand on the outside of the carton.

What we do not do

• No international shipping, and no shipping to US territories or military post addresses.
• No in-person collection, no walk-in shopping and no will-call. The Mountain Road address is a stockroom and a packing bench, not a shop.
• No phone orders and no orders taken by email. The phone line is for support only. Every order is placed on 6ascend.store.
• No subscriptions, no auto-replenishment and no recurring billing. Each order is a one-time purchase, charged once, when you place it.
• No guaranteed delivery dates. We guarantee our dispatch window and nothing that happens after the handover.

Returns

Unused goods in original condition can be returned within 30 days of delivery. The full terms, including how return postage is handled, are on the Returns page.

Contact

Email is the fastest way to reach us and it is answered by the people who packed the box. We reply within one business day.