Contact The Vessel Merchant

We're here to help with your insulated bottle and drinkware questions. Whether you need pre-sales advice, order support, or help after delivery, our team is ready to assist.

Store Information

The Vessel Merchant is operated by Harbor Point Retail Group LLC, an Oregon limited liability company. We are an independent specialist retailer focused on premium insulated bottles and drinkware, offering products from Stanley 1913, Hydro Flask, S'well, and Zojirushi. Since 2019, we've helped customers find the right bottle for their daily routine.

Mailing Address: 7412 Harbor Point Lane, Suite 18, Portland, OR 97217, United States

Phone: +1 (503) 555-0147 (Monday–Friday, 9:00 AM–6:00 PM PT)

General Email: support@vesselmerchant.shop

Business Hours: Monday through Friday, 9:00 AM to 6:00 PM Pacific Time. Messages received outside these hours are queued and answered on the next business day. For urgent delivery problems, please use the shipping support department email, which is also monitored during business hours.

How We Handle Your Requests

When you contact us, we follow a clear process: we acknowledge your request and confirm the details, provide a direct answer or a specific next step, and if the issue requires deep product analysis, account changes, or legal review, we forward it to the relevant specialist department and notify you. Most general questions are resolved within 24 hours on business days.

Primary Support

Our main support channel is support@vesselmerchant.shop. This is the best place for general order and product inquiries, coupon and checkout assistance, initiating returns and processing refunds, and routing requests to the correct specialist department.

First Response Time: Within 24 hours on business days.

To help us resolve your query quickly, please include your order number (if applicable), the product name and model, and a description of your question or issue.

Specialist Departments

For more specific needs, we have dedicated teams for pre-sales, after-sales, quality assurance, legal/privacy, and shipping support. Choose the one that best matches your situation.

Pre-Sales Support

Email: presales@vesselmerchant.shop

Before you order, we can help you select the right product. Our pre-sales team reviews your requirements, recommends the best options, provides side-by-side comparisons, and shares product specs until you feel confident.

• Responsibilities: Product selection advice and brand comparisons, capacity and size questions, accessory compatibility, thermal performance expectations, and current promotions.
• First Response Time: Within 24 hours on business days.
• Please include: The product(s) you're interested in, your intended use (commute, sports, travel, etc.), and any preferences like size, material, or color.

If your question turns into an order change, we'll escalate to after-sales; for technical details, we may involve quality assurance.

After-Sales Support

Email: aftersales@vesselmerchant.shop

Need to modify an order, start a return, or process a replacement? Our after-sales team verifies order status, coordinates with our fulfillment partner, and handles refunds promptly.

• Responsibilities: Order changes and cancellations, return and refund processing, warranty claim initiation for defects, and replacement orders.
• First Response Time: Within 24 hours on business days.
• Please include: Your order number, the item(s) affected, and the reason for your request (change, return, defect, etc.).

For delivery-related issues, we'll escalate to shipping support; for suspected defects, we may involve quality assurance.

Quality Assurance

Email: quality@vesselmerchant.shop

If you have concerns about product authenticity or quality, our quality assurance team investigates. We review your claim, inspect any evidence, and arrange physical inspection returns when needed to ensure your bottle meets our standards.

• Responsibilities: Authenticity verification, product quality and defect investigations, thermal performance complaints, and replacement or refund decisions for confirmed issues.
• First Response Time: Within 24 hours on business days.
• Please include: Your order number, photos of the product (including labels and packaging), and a description of the issue.

If a product liability or safety notice is involved, we'll escalate to legal/privacy; for the resulting refund or replacement, we'll work with after-sales.

Legal & Privacy

Email: legal@vesselmerchant.shop

For data privacy requests, policy clarifications, or legal communications, our legal and privacy team handles these matters with care and compliance.

• Responsibilities: Data privacy inquiries, terms and policy clarifications, legal notices, and ethical or regulatory concerns.
• First Response Time: Within 48 hours on business days.
• Please include: A clear description of your request, your contact information, and any account or order details if applicable.

Shipping Support

Email: shipping@vesselmerchant.shop

Tracking questions, delivery delays, or damaged shipments? Our shipping support team monitors your package and works with carriers to resolve issues.

• Responsibilities: Tracking assistance, delivery updates, address corrections, lost or delayed package investigations, and damaged-in-transit claims.
• First Response Time: Within 24 hours on business days.
• Please include: Your order number, tracking number, and a description of the delivery issue.

If a refund or replacement is needed, we'll coordinate with after-sales; if damage is part of a broader quality complaint, we'll involve quality assurance.

Shipping & Returns

For your reference: we offer free shipping on orders over $45.00, with standard shipping at $8.00. Returns are accepted within 30 days of delivery. For full details, please see our Shipping and Returns policies linked in the footer.

We're Here for You

Thank you for shopping with The Vessel Merchant. Our goal is to make your experience as smooth and enjoyable as your next adventure with your new bottle. Contact us through the channel that fits your need, and we'll take it from there.