Our Warranty Policy
We stand behind our products and our Guaranteed for Good™ promise to make gear that’s as durable and sustainable as possible. If there’s a problem with your gear, we’ll make things right, while always keeping sustainability in mind.
We will replace any item that has been affected by a manufacturing defect for the lifetime of the product. A product’s lifetime is not an indefinite period of time—it’s an estimate based on how well a product can realistically maintain its functionality. The way the product is used directly impacts the length of a product’s functional lifetime. Materials will deteriorate and fade over time, and moving parts, like zippers, buckles, snaps, and wheels will wear with use. This lifespan will be determined at the reasonable discretion of our Warranty & Repairs Team. Factors that will be considered include, but are not limited to:
- Type of product, material, and intended use
- How it was used, and the nature of the issue
- Age of product
What’s Not Covered
- Dirty or unwashed items. Please clean your item before sending it in or it will not be accepted
- Pilling, abrasion, pinholes, or other cosmetic wear and tear that does not affect the function and performance of the product
- Rips, punctures, and burns (e.g., from a campfire) caused in the field or from normal wear
- Products that shrink or are damaged when laundered contrary to our care instructions
- Damage resulting from animals (e.g., your dog chewed up your hip pack)
- Accidental damage, including the use of sharp blades when opening packages
- Lost, stolen, or damaged during personal trips or while traveling
Our Repair Program & Policy
We are proud to provide repair options for your damaged goods, even when it falls outside our warranty policy. We believe that repairing is an important aspect of Gear Stewardship, and it is a better choice for the environment than disposing of it before it has reached the end of its functional life. If you want basic fixes to restore your product’s functionality and extend its life, please visit our FAQ page to learn more about the two “Types of Repairs” or get in touch with our team for assistance. For advanced and complex repairs, contact Rugged Thread, a women-led company known for their exceptional quality of workmanship.