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Eagle Creek's workmanship and materials are guaranteed
against defect or malfunction for the life of the product.
If the product proves defective during the course of
normal use, they will repair or replace it free of charge.
If you have a defective product call Eagle Creek's
Warranty/Repair Service Department at 800-874-1048 and
select option #2. They will take approximately
15 minutes of your time to get the pertinent details
of your return and provide you with an RMA (return materials
authorization) number.
• A clean product
is much easier (and more pleasant) for Eagle Creek
technicians to work with.
Eagle Creek recommends that you hand-wash your item
with a mild soap and line dry. Avoid brushing the Cordura
or the inside fabric coating with a stiff brush, instead
use a soft sponge or cloth. Do not use bleach as this
could damage the fabric and the coating. Do not put
it in the washing machine or dryer!
• How long will
it take to receive my repaired item?
Eagle Creek's turnaround time for repairs is approximately
two to three weeks from the day you send it in. If
you have questions regarding the status of your repair,
contact the Customer Service department and reference
your RMA number.
• Who pays freight
charges?
You are responsible for sending your product to Eagle
Creek. They recommend you use a method that is traceable
(i.e. UPS or Fed-Ex). If they determine the problem
is warranty related they will assume all costs to repair
or replace your product and will ship the item back
to you at their expense.
• What shipping
method will Eagle Creek use to return my product?
All repaired or replacement items are sent via UPS
ground, which provides Eagle Creek a tracking record
of the shipment. If you are only able to provide us
with a P.O. Box as a return address, your product will
be shipped via the US Postal Service.
• What does "lifetime" mean?
The product's "lifetime" specifically
refers to the life of the product, or at such a time
that, through normal use, the product can no longer
function for the specific purpose intended.
• What doesn't
the Lifetime Guarantee cover?
Eagle Creek's guarantee covers defects in materials
or workmanship under normal wear and tear. Excessive
wear and tear (i.e. dragging your duffle through 300
miles of gravel road in the Australian outback) is
not covered by the warranty. Accidents (your Switchback
is run over by a 757 as it fell from the cargo area
on its way to Bangkok) or damage incurred as a result
of repairs, modifications or alterations done by someone
other than Eagle Creek will void the Lifetime Guarantee.
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"No Matter What" Damage Repair
Policy
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Eagle
Creek has a special warranty policy for its EXPLORATION
SYSTEMS (ES) and VELOCITY luggage
lines.
Eagle Creek is so confident of the engineering
and durability of these products that they have
added a Damage Repair clause to its existing Lifetime
Warranty. This policy states that all Exploration
Systems and Velocity luggage products are covered
by a no-matter-what-policy: If your luggage is ever
damaged
(even by the airlines),
Eagle Creek will repair or replace it free of charge – no
matter what. Keep in mind this is a damage repair
policy, not a theft or loss policy.
All
other Eagle Creek products are covered by the
Lifetime Guarantee.
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• Repair or Replacement?
Repair is Eagle Creek's first option, however, after
evaluating your item they may need to replace your
product if it is not repairable. Please keep in mind
that the warranty provides Eagle Creek with the option
to repair first and replacement is not guaranteed.
If you state in your letter that your Eagle Creek product
is special to you, and you only want it repaired they
will honor your wishes and repair it to the best of
our ability.
Eagle Creek's repair technicians will also review
all seams, zippers, webbings, buckles, wheel systems
and other components to assure that everything is functioning
properly. This also provides them with valuable data
and gives us the opportunity to improve future Eagle
Creek products.
Please be advised that it is not Eagle Creek's policy
to return your original product if it is irreparable.
It will be disposed of in an environmentally friendly
fashion, unless you requested beforehand that for sentimental
reasons your original product be returned for you.
If so, your original repair will be identified inconspicuously
as "NO WARRANTY" and returned to you.
• What are my
choices in style and color if my Eagle Creek product
is replaced?
Every season Eagle Creek introduces new colors and
styles to the existing product line. In that process
it is sometimes necessary to discontinue certain styles
and colors as the market dictates. Eagle Creek will
attempt to replace your item with the exact model and
color you sent in. If your product model is no longer
available, they will replace it with a product that
is comparable in price, style and color.
• Why do I have
to send my bag to California if I live across the
country?
Eagle Creek has set up its repair department to
handle all repairs and services that your product may
require. Their technicians know your product inside-out
and will return it to you in near-new condition. If
you insist on using a local repair center, they will
probably charge a fee that is not reimbursed by Eagle
Creek. Consider that it may also void any future claims
for your product under the guarantee.
• I need my pack
yesterday. What should I do?
If you need your item returned by a certain date,
Eagle Creek will do their best to accommodate you .
Please enclose a letter with your product, indicating
the desired date. We also recommend that you send it
to us via an expedited carrier (i.e. UPS or Fed-Ex).
It will receive priority handling once Eagle Creek
receives it and we will make every effort to meet your
request.
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