The short version
Send anything back at any age. We repair at cost. Spare buckles, zips, cord, pole sections and pump seals are free for ten years after you buy, and we keep stocking them for ten years after a product is discontinued.
Free spares, no questions
Email the part number from your product diagram and a shipping address. We do not ask for proof of purchase on small parts — chasing receipts costs more than the buckle does.
Repairs at cost
You pay postage in, we pay postage back, and you pay whatever the materials and bench time actually came to. A blown seam is usually under $20. A rebuilt hip belt is around $45. We quote before we start and we will tell you when a repair is not worth doing.
When we will not repair
Life-safety hardware — carabiners, slings, anything holding a person off the ground. Once that gear is damaged or past ten years from manufacture it gets retired, not fixed. We will not sell you a replacement gate to keep an old carabiner in service.
Do it yourself
Every product ships with an exploded diagram and part numbers. If you would rather fix it yourself, tell us and we will send the parts and stay out of the way.