Frequently Asked Questions


1. General questions

What is the status of my order?

Once an order has been placed, we will send you a confirmation email to track the status of your order. Once your order is shipped, we will send you another email with a confirmed expected delivery date as well as the link to track the shipping status of your order. These emails may be in your spam folder, so please ensure you check it!


I ordered the wrong size item, what do I do?

Item size(s) can be amended if your order has not already shipped. Please reach out to us via contact@fivehills.us with the following details:

Your order number
Name on the order
Email the order was made with
The new size you are requesting


I need to change my shipping address, what do I do?

Shipping addresses can be amended if your order has not already shipped. Please reach out to us via contact@fivehills.us and include:

Your order number
Name on the order
Email the order was made with
Your request and new shipping address.

Our great Customer Service Team will be happy to assist you and let you know if it’s possible.


What are pre-sale or pre-order products?

A pre-sale or pre-order is a new product that is available for sale before it's in stock and ready to ship. All estimated shipment times will be displayed on the product page of the pre-order product.


When will the next restock be?

For restock updates and information regarding orders and future releases, follow us on Twitter @PlanetDuckk.


I received the wrong item, what do I do?

Due to various reasons, an item in your order might be the incorrect item, size, or can even be missing. Please reach out to us via contact@fivehills.us as soon as possible with a photo of the incorrect item with the size showing and we will either send you the correct item or issue a refund depending on our inventory! -


2. Payment


What payment methods do you accept?

We accept all major credit cards such as Visa, Mastercard, American Express, and Discover. We also accept PayPal, Amazon pay and prepaid gift cards from all major banks. You can choose these payment methods at checkout.


What currency is used?

All payments are processed in USD. We may have a currency toggle available for your convenience. The currency displayed within the checkout process will be in USD, unless otherwise specified.


3. Shipping


Where do you ship?

We ship to most countries all over the world. However, certain restrictions prevent us from shipping certain products to all geographical locations. You'll be notified at checkout if we're unable to ship specific items to the address you've selected.


How much does shipping cost?

Shipping costs are displayed on the checkout page. Your shipping costs will depend on shipping weight, shipping method and destination.


How can I track my package?

Once you have placed your order, we will send you a confirmation email to track the status of your order. Once your order is shipped we will send you another email with a confirmed expected delivery date as well as the link to track the shipping status of your order.


When will I receive my items?

Items that are not for pre-order will take 24 to 48 hours to process before shipping it for delivery. Pre-order items will have an estimated shipping date that will be indicated on the item’s product page.


4. Returns


Do you accept returns?

If there is an issue with the order you receive, please reply to your order confirmation email so we can directly handle your case.


Can I exchange an item?

Yes, as long as the product has been unused and in the same condition that you received it. You will need to send the original item back to us before we can send you the new item.


I need to cancel my pre-order. What do I do?

If a cancellation is necessary for a pre-order, please reply to your order confirmation email so that we can handle your case directly. Please keep in mind that once we move forward with a cancellation, it may take up to 10 business days to receive your refund through the payment method you used to make the order.


Are returns free?

Returns within the US are free. Returns from outside of the US are the responsibility of the buyer.


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