We Stand By Our Guarantee
We expect our customers to be happy with our products, and the very low rate of returns that we get tells us that we’re on the right track. If you need help with something, or don’t understand how something’s supposed to work, the first thing that we invite you to do is to contact us. We’ll be glad to spend what time is necessary to solve your problem.
PLEASE READ THIS ENTIRE PAGE BEFORE SENDING YOUR PRODUCT TO US.
Returns must have “Return to Authorization Number” (RA#) marked on carton! Un-marked cartons will be refused.
About Our Warranty
We offer a Simple Lifetime Warranty. If an Eberlestock product fails under normal use due to a defect in materials or workmanship, we will either repair or replace it, at our option.
Our gear, like anything else, will eventually wear out. So, to apply common sense, “Lifetime” means that we guarantee our materials and workmanship for the lifetime of the product, but we do not guarantee it against wearing out.
This warranty does not cover damage caused by accident, airline handling, improper care, negligence, normal wear and tear, or the natural breakdown of colors and materials over extended time and use.
Damage not covered under warranty will be repaired for a reasonable rate, and a fee will be charged for return shipping. Please contact us for a preliminary estimate before sending your product to us. We’ll ask you for pictures and a description of the problem, and then once we receive it we’ll give you a final quotation for the cost of repair (if different from the initial estimate).
Items returned for warranty service must be clean. Goods soiled with dirt, blood, or unknown substances may be refused and returned to the sender, or will be assessed a $40 cleaning fee.
Allow up to 12 weeks for your repair service.
Please include a note that explains the issue with your item. Mark areas of concern with masking tape.
Use the Warranty Form (link below) to verify your Return Authorization, and to give us your name, shipping address, phone number, and email address.
Pack Hardware (Buckles, cam buckles, zipper pulls, etc) has a 1 year manufacturers warranty. If a hardware items fails within the first year of owning the pack, Eberlestock will replace it at no cost to you. To submit a hardware claim please send a photo of the broken item and a copy of your original sales receipt (showing the purchase date) to:
After one year hardware can be ordered from our factory store.
Non-Warranty Retail Return Policy
Products purchased from dealers or elsewhere should be returned to the dealer.
For refund or exchange of products purchased directly from Eberlestock:
· We may return products for refund or exchange up to 45 days from the date of purchased.
· The following rules apply:
· Your must have a Return Authorization Number (RA#) issued by Eberlestock. Call or email us to receive it.Products must be in new, unused condition.
· Hangtags must be left on products.A record of your purchase from Eberlestock must be included.We will refund your purchase price (this does not include shipping charges), less a 10% restocking fee.Returns not meeting the terms of this policy may be refused.To get your RA#: 1-208-424-5081 or firstname.lastname@example.org