We'll make it right. What does that mean? We expect our gear to be used hard. For some folks, that means it will last a lifetime. For some folks, that means 3 - 4 years in the jungle. If a product fails due to workmanship, we'll repair or replace it. If a product fails due to normal wear and tear, we'll cost out the repair and give you some options. In a lot of cases, the most sensible solution is a decent credit towards the purchase of a new item. This is because zipper failure is the most common wear and tear issue even with the YKK #10 zippers we mostly use and the labor to replace a zipper can quickly outpace the value of the item. Regardless, start your warranty inquiry by emailing firstname.lastname@example.org with:
- part number (from tag)
- description of problem
- a picture or two if possible
If we decide the thing to do is repair it (rather than sending out replacement hardware or replacing it altogether or any number of other possibilities), we will refer you directly to our manufacturer (First Spear) for the repair. They have a fully staffed warranty department and can address the issue directly much more quickly than we can by getting in the middle of things.