REPAIR INFORMATION
Fulfilling our warranty to you is a priority to us. Our ability to repair and return packs to you under warranty will vary based on demand for repairs at the time of your request. You should expect normal repair times of 8 to 12 weeks. We recommend you read the FAQ below to answer any questions you may have about the repair process.
For Replacement Parts Only:
If the repair is limited to needing new replaceable parts (i.e., buckles,
webbing, sternum straps or other easily replaceable parts) please indicate this on the Repair Form. This will accelerate the repair time for you, since we will send you the part for self-repair.
Repair Form:
For repairs, fill out our pack Repair Form below to receive a Return Authorization Number
(RA#) and additional instructions in your email within 48 hours (does not include weekends or U.S. Holidays). If you don't see it in your inbox, please check your SPAM folder. Packs must be sent for repair within 30 days of submitting the form.
For those that are presently on a long distance thru-hike on any of the Triple Crown of Hiking trails, please indicate this on the Repair Form and email our Customer Service team at support@desologear.com
FAQ
Will my repair match the original fabrics and color on my pack?
We cannot guarantee that any patch or repair work will utilize the exact color, fabric, or materials used in the original construction of your pack. This can be due to a variety of factors outside our control, including fading of original colors, discontinuance of a fabric, availability of materials, etc. We will strive to ensure that the repair results in your pack being fully functional first and foremost. All repairs will be made with materials that are available in our inventory, and we will take care to search for fabrics and materials that resemble those used in the original pack; however, our Repair Team does not provide proofs or samples to you before making the repair. We will utilize black thread for all sewing repairs regardless of the original threads.
How long will it take to get my pack back?
Our standard turnaround for pack repairs is normally 8 to 12 weeks.
What if I only need a replacement part, like a buckle or webbing?
When you submit the pack Repair Form, please indicate that you only need a replacement part for self-repair, and what specific part you will need (including pictures). Replacement parts will be provided to you for self-repair under an accelerated timeline.
Who is responsible for paying the shipping cost?
You will be responsible for the shipping cost to get your pack to us for repair. You will receive a mailing address with the Return Authorization Number (RA#) after you submit the Repair Form. After the repair is completed by our Repair Team, Desolo will be responsible for the shipping cost to get the pack back to you.
What do I use to ship my pack to you for repair?
We recommend finding a shipping box that is appropriately sized for your pack. You should be able to find a variety of box sizes at a shipping provider such as UPS, FedEx, or the USPS. Most shipping providers do not charge directly for these small boxes.
How do I know if you received my pack?
It is critical that you maintain tracking information from your shipping provider. It is not uncommon for shipping providers to lose track of a package, and tracking will provide the necessary information for all parties to figure out where a package is after you drop it off at the shipping provider.
Should I clean my pack before I send it for repair?
You must clean your pack before sending it to us for repair. For the health of our Repair Team, we are not able to accept any pack that is unclean or foul smelling. If we receive a pack for repair with these conditions, we will return it to you unrepaired. In the event that there is mold on the pack, we will not be able to return the pack and will instead be required to destroy the pack. Please review our instructions for how to clean your pack under the Education Tab on our website.
My pack is sentimental to me, I do not want a replacement?
It is your responsibility to notify us on the Repair Form that your pack has sentimental value to you and that you do not want a replacement pack. If you fail to inform us on the Repair Form, we may recycle your pack and send you a replacement pack. Once a pack has been recycled, it cannot later be retrieved and returned to you. If a functional repair cannot be performed on your sentimental pack, we will contact you with your options before shipping it back to you.