Customer SolutionsWarranty & Cleaning

WARRANTY

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.


RETURNS

What is your return policy?

You can return any item for a full refund, as long as the items are unused with tags, and are within our 30-day return policy window. After 30 days from your original purchase, we’ll be unable to offer you a full refund. You can return unwanted items online by accessing your order and initiating the return process, by calling us at 800-653-2671 during business hours, online chat, or emailing [email protected].

How do I get my item repaired?

Our process is simple. Send an email to [email protected] with your requested repair and the name and age of the product. It’s very helpful if you attach photos of the problem area, the entire product, and the label with the Lot Number. Using our 5-step replacement criteria (see “What’s your 5-step criteria?”), we will review the request, take a look at the photos and information provided, and let you know if your gear is eligible for a repair or replacement. At that time, we’ll also let you know how to ship it to us.

What are your 5-step criteria?

  1. If your product has been in an accident, left in the elements, or older than six years, it doesn’t qualify for a complimentary repair or replacement.
  2. If your product does qualify, send us photographs and a detailed explanation of the repairs that need to be made. Our customer solutions team will follow up within 72 hours of receiving the request.
  3. Once clean, mark the problem area with a piece of low-tack masking tape (not duct tape), a rubber band, or a note.
  4. When you’re approved, you’ll get a Return Merchandise Authorization (RMA) number. Then you’ll ship your item or, if you’re local, bring your item to our headquarters in Seattle, WA. (Remember, items need to be clean when we get them. Once received, the repair and return will take between two and three weeks. But if you just need a replacement, it will take one week.
  5. You have your item and you’re ready to use it!

Do I have to pay for shipping on my repair?

You will be responsible for shipping your gear to us for repairs, and then we will return the item back to you free of charge. When shipping your package to us, please use a carrier that provides a tracking number and insurance, as we are not responsible for lost packages.

What will my repair cost?

If an item is not covered by our warranty, we provide repairs at a reasonable cost. The rate will be determined based on a review of the repair request.

How do I know if my item can be repaired?

Our team will determine if we can repair or replace the item, and communicate that back to you as quickly as possible! See “How do I get my item repaired?” for further details.

Does my item need to be clean before sending it in for repair?

Yes, please. In order to comply with health and safety regulations and protect our hard-working staff, we ask you to clean any items you send in for repairs. Unwashed items might be subject to a cleaning fee, plus the repair process could be delayed.

Not sure how to clean your item? Visit our “PRODUCT CARE” section. Once you clean your item, you’ll want to mark the problem area with a piece of low-tack masking tape (not duct tape), by wrapping a rubber band, or by attaching a note.


ORDERS

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.

PRODUCT CARE

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.