Customer SolutionsWarranty & Cleaning


What is your warranty policy?

We proudly stand behind the quality and performance of our products. If your product has a defect in either material or workmanship* and meets our 5-step replacement criteria, we will repair or replace it.

What our warranty does not cover: normal wear and tear, damage from an accident, improper care, negligence, or the breakdown of colors and materials over extended time and use. However, if possible, we will repair this type of damage at a charge so you can keep your gear in play for as long as possible.

If you believe you have a defective product, please call us at 800-653-2671 for authorization and then return directly to the Pack Shack for inspection. If we determine that it is a warranty issue, it will be repaired or replaced free of charge. All non-warranty problems (with customer approval) will be repaired for a nominal fee. Please make sure that all return items are clean and empty of personal gear.

*Materials are components like zippers, buckles, and fabrics. Workmanship means seams, seam tape, and construction. If these parts of your product fail, we’ll repair your item free of charge. If it’s not repairable, we’ll send you a new one, on us. If you love your gear so much that it is irreplaceable, be sure to let us know.


How can I check my order status?

We’d be happy to update you on the status of your order. You will receive an email confirmation after you place your order. Next, you’ll get a shipping notification once your item has shipped that provides tracking information for your package.

You can also view your Order History in your account profile.

Can I cancel or make changes to my order after placing it?

Although we can’t make changes after the order is placed, we can cancel orders within a certain timeframe. Please contact Customer Solutions as soon as possible so we can assist you.


How do I care for my gear?

Remember to remove your personal belongings, then pull out the frame sheet and foam pad. You’ll want to clean off excess dirt and debris, snap all buckles and tighten the straps. Wash your gear in a front load washing machine or in a laundering bag to stop the webbing and pack from getting caught in the agitator, which can damage it. Use warm water and a mild detergent and tumble dry low or air dry. If you need to remove odors, we suggest Citro Turnout Gear Cleaner. Once you’re done, store your pack in a cool, dry place.