Product Care｜After-Sales Service & Warranty
At Ticket To The Moon Taiwan, we believe a good product deserves to stay with you for longer.
That is why we provide comprehensive after-sales support. Whether you need warranty service, a repair assessment, or product care assistance, we hope to help every product continue its journey with you.
Our Service Commitment
• Within one year from the date of purchase, product defects caused by manufacturing or material issues under normal use are eligible for free warranty service.
• Products that are outside the warranty period or do not qualify for warranty coverage may still be submitted for repair assessment. Where repair is possible, we will assist in arranging a paid repair service.
• This warranty is available only to the original purchaser of products purchased through the Ticket To The Moon Taiwan official website or authorized retailers in Taiwan. To avoid disputes regarding warranty responsibility, warranty rights are non-transferable and may not be assigned, resold, or transferred to any third party. If a product is resold second-hand, gifted, or transferred through an unauthorized channel, its warranty period will not be extended or restarted.
• This after-sales service applies only to products purchased through the Ticket To The Moon Taiwan official website or authorized retailers in Taiwan. Products purchased outside Taiwan's authorized distribution channels—including personal overseas purchases, proxy purchases, gray-market imports, and cross-border e-commerce purchases—are not covered by this after-sales service or warranty.
Warranty Coverage
Warranty eligibility is subject to the results of the actual product inspection. Coverage applies to manufacturing or material defects occurring under normal use, including:
• Stitching coming undone
• Stitching failure at suspension loops or attachment points
• Zipper or hardware malfunction not caused by external force
• Manufacturing defects in the fabric
For safety-related components such as hammock load-bearing structures, suspension ropes, straps, or hardware, an additional inspection may be required before warranty eligibility can be determined.
Exclusions from Warranty
The following circumstances are not covered by warranty, including but not limited to:
Normal Wear and Tear:
This includes surface abrasion, loss of fabric elasticity, natural loosening of stitching, color variation, fading caused by prolonged outdoor exposure, and material brittleness or aging caused by ultraviolet radiation or sunlight.
It also includes normal relaxation of hammock load-bearing structures or fabric tension; stretching, deformation, fuzzing, or pilling of suspension ropes or webbing after prolonged use; scratches, coating wear, or paint peeling on buckles and metal components; and normal fatigue or wear of metal or plastic parts caused by repeated loading.
Cuts, Burns, and Heat Damage:
Damage caused by punctures or cuts from knives, branches, rocks, or other sharp objects; or burns, melting, or deformation of fabric or accessories caused by campfires, sparks, heaters, cigarettes, or other heat sources.
Damage Caused by Pets or Animals:
Fabric tears or structural damage caused by bites, scratches, claws, or snagging from household pets, wild animals, or insects.
Improper Washing or Chemical Damage:
Damage caused by failure to follow the care instructions indicated for the product, including intensive machine washing, high-temperature tumble drying, or washing with hot water.
This also includes fabric deterioration, discoloration, or coating damage caused by bleach, strong acidic or alkaline detergents, fabric softener, chemical solvents, insect repellent, or other chemical agents.
Unauthorized Modification or Improper Use:
This includes disassembling, sewing, repairing, modifying, or altering the product yourself; using non-original accessories; or using the product in a manner inconsistent with the product instructions.
It also includes overloading the product beyond its stated maximum load capacity; jumping, standing, or excessively swinging in a hammock; or installing the hammock without appropriate protection where the fabric or suspension system directly rubs against sharp tree bark, steel edges, rock edges, or other abrasive surfaces.
Damage Caused by Storage or Environmental Conditions:
Damage caused by storing the product before it is fully dry, including mold, odors, hydrolysis, or peeling of waterproof coatings.
This also includes damage caused by storage in hot, humid, pest-prone, or poorly ventilated environments, as well as damage resulting from severe weather or force majeure events such as strong winds, heavy rain, or accumulated snow.
Other Damage Not Caused by a Product Defect:
Minor loose threads, excess adhesive, or cosmetic color variation that does not affect the product's core safety or normal functionality are not considered manufacturing or material defects.
Personal preferences regarding firmness, softness, size, or color are also not considered product defects.
Repair Philosophy
To reduce waiting time, repairs will be arranged locally in Taiwan.
Depending on the actual condition of the product, we may use alternative materials with equivalent functionality, quality, and safety—including fabric, webbing, zippers, buckles, or other components—to restore the product to normal working condition. As a result, the appearance of a repaired product may differ slightly from that of a new product.
Product Issue Notice
If you notice any abnormal condition or issue with your product, please contact Ticket To The Moon Taiwan official customer service as soon as possible.
Please avoid continuing to use the product if doing so may cause the damage to worsen, as this may affect subsequent warranty assessment or repair handling.
How to Request After-Sales Service
Please prepare the following information and submit your request through an official Ticket To The Moon Taiwan customer service channel:
Proof of purchase (purchase date, purchase channel, order number, invoice, or receipt)
Product information (product name, color, and size)
Description of the issue
Photos of the damaged area (video may be requested if necessary)
Contact information (name, phone number, and email address)
Service Process
Contact Ticket To The Moon Taiwan official customer service → Information verification → Preliminary assessment → Product returned for inspection, if necessary → Warranty / repair result notification → Repair completed → Product returned to customer
Most cases are completed within approximately 2–4 weeks after all required information has been received.
For cases involving special materials, load-bearing safety inspections, or more complex repairs, the actual service timeline will be communicated separately.
Official Customer Service Channels
• Customer Service Email: service@tickettothemoon.com.tw
• LINE Official Account: @tttmtw
Additional Notes
• If proof of purchase or sufficient information confirming the purchase date and purchase channel cannot be provided, the case will be treated as out of warranty and only a paid repair assessment will be available.
• If the condition cannot be determined from photos alone, we may ask you to send the product back for further inspection.
• The customer is responsible for paying the one-way shipping cost when sending a product back for inspection. If the inspection confirms that the issue is covered under warranty, we will reimburse that shipping cost and cover the cost of shipping the product back to the customer. If the product is determined to be out of warranty or no product defect is found, all round-trip shipping costs will be borne by the customer. Where a specific promotion or special arrangement applies, the relevant published terms shall prevail.
• Products that are beyond the one-year warranty period may still be submitted for a paid repair assessment if repair is considered possible.
• For out-of-warranty products, inspection, repair, material, shipping, and related handling fees may be charged depending on the actual service required. The applicable amount will be communicated before repair work begins.
• After a quotation, repair result, or product collection notice has been issued, if the customer fails to respond, complete payment, or collect the product within 30 days, we may charge a storage fee of up to NT$300 per day. If the product remains unclaimed for more than 60 days, it will be deemed that the customer has relinquished ownership of the product, and we reserve the right to dispose of or destroy the product without further objection from the customer.
• If a product cannot be repaired due to discontinuation, material limitations, the extent of damage, or other circumstances, we will provide an appropriate alternative recommendation.
• Repair services are intended to restore the product to normal working condition. The appearance, materials, or stitching details of a repaired product may differ slightly from those of a new product.
• Completion of a repair does not restart or extend the original warranty period.
• For products involving load-bearing safety, including hammock bodies and suspension systems, Ticket To The Moon Taiwan reserves the right to determine whether repair is appropriate based on the inspection results. If a product presents a safety concern or cannot be safely repaired, repair service will not be provided, and we will issue a safety assessment statement. If the customer nevertheless insists on having the product returned, the customer must sign a Safety Risk Acknowledgement. Ticket To The Moon Taiwan shall not be responsible for any risks or damages resulting from continued use of a repaired product or a product that has been returned without repair.
• Ticket To The Moon Taiwan reserves the right to determine warranty eligibility, repair methods, and the final assessment of each case.
• For matters not expressly covered herein, Ticket To The Moon Taiwan reserves the right to revise, interpret, and adjust the contents of this service policy.
