Thanks for visiting CiloGear's online store. Don't forget about our Facebook
page! And Instagram
We are located in Portland, Oregon and now operate on Pacific Time. Call us from 10 am to 4 pm Pacific Time at 503-305-3858 and we'll do our best to answer by the third ring.
We are a lean manufacturer: we build packs when ordered
. This doesn't mean custom, this means that we manufacture based on demand. "In Stock" means that we have all of the sub assemblies of the pack. Depending on how many packs we've got in the production queue, production time for an order can range from one day to eight weeks
. We charge credit cards when your order is placed.
Contact us with any question at firstname.lastname@example.org We use gmail for this account because of the otherwise overwhelming amount of spam. Thanks!
CiloGear designs all our products in house. We do all of our production at our facility in Portland, Oregon, USA.
While we'd be happy to be out climbing, our commitment to our customers (and family) is paramount. Thanks for your business and support!
We're in St. Johns, Portland, just over the St. John's Bridge. We're actually in the old Columbia factory, if you can believe that...
6635 N. Baltimore
Portland, OR 97203
Email is email@example.com
Telephone us at 503-305-3858 from 10am to 4pm PST. We just have one line, so please leave a message so that we can call you back if we're on the phone.
Our address is our production facility. We don't have a retail store front. That said, CiloGear's "visiting hours" are on TUESDAY
afternoons from 4 to 6 PM
. Please feel free to stop by and visit us during those hours. Please note that we are doing them on Tuesday now...
We're generally in the office from Monday through Friday, 10 am to 4pm PST. We're often involved in the nitty gritty of manufacturing and we only have one phone line, so please give us a bit to respond to emails and calls. If you need to reach us, CALL US and LEAVE A MESSAGE
as we can't get in touch with you if we don't know you want us to firstname.lastname@example.org
We strive to ship as soon as possible receiving your order. That said, we build all packs when ordered, and we charge credit cards when your order is placed. Please check the front page and our facebook or twitter feeds, or call us at 503-305-3858 to find out our current lead time.
We generally ship UPS Ground within the USA (not including Alaska or Hawaii), and a $17 fee is appended to most orders to cover this kind of shipping, and all handling costs.
We prefer USPS Global Priority Mail for shipping to Canada, Mexico and the Rest of the World. We will charge you for the additional cost of shipping, generally by sending an email invoice after receiving your order. The customer is responsible for all duties and charges that may be levied by their customs officers. We are open to other shipping methods, we just prefer the USPS Global Priority Mail as the best combination of trackability, cost and timing.
Refund, Returns and Cancellation Policies:
And if you don't like your pack, you may return the pack in unused condition with 30 Days for a full refund of the product price, less the shipping and handling costs. This policy does NOT apply to the situations listed below for sale, custom, and Dyneema packs.
You must follow the directions below, including getting a Return Authorization Number from CiloGear or we will be forced to charge a 25% restocking fee.
This refund policy does not apply to any packs on sale. All sale packs are considered final sales, and CiloGear will offer no refunds on any such sales.
This refund policy does not apply to any custom packs. Any and all custom packs are considered final sales, and CiloGear will offer no refunds on any such sales.
To return a pack, first email us and get an Return Authorization number. We need to be able to track the process, and we look forward to working with you, even with a return.
All packs made from our Dyneema fabric are not refundable. They are considered final sales. This includes any type of Dyneema: NWD WorkSacks and W/NW Dyneema WorkSacks or even left over woven Dyneema WorkSacks. We will work with our customers to achieve satisfaction, but the nature of the materials in these packs precludes our ability to refund the purchase price.
Frequently Asked Questions:
Do you Ship Internationally?
Of course, we will ship a pack or packs wherever you want. We ship all over the world with USPS. Because the boxes are kind of large, shipping is not cheap.