CiloGear's Warranty, Repair & Upgrade Policies
If a bear eats your pack, we'll charge you to fix it. If you have photos of it or even close, we'll probably do it for free.
If your pack is found with chocolate bars in it halfway up the Rupal Face, and somebody else takes it home after stabbing it with an ice axe and wants to get it fixed, we'll charge them for it. But we'd like pictures...
If a seam blows out, we'll most probably fix it for free.
If you tear out the drawstring cords or something like that, we'll repair it for a minimal charge or offer you a discount on a new pack.
If the framesheet pocket or closure lid dies, we'll more likely than not replace it for free.
It's up to us to decide, but we like happy customers and packs in the field. Cilogear Packs are fully guaranteed to the original owner against defects in materials. If a product fails due to a manufacturing defect we will promptly repair or replace it at our option, free of charge. If your pack shows signs of normal use or abnormal abuse, we'll fix it for a modest fee or offer you a discount on a new pack.
Repairs above and beyond use & abuse, due to accidents, bears, improper care, storage on the Rupal Face, or sheer negligence, will be performed for a reasonable charge.
We only repair packs. We don't repair straps, framesheets or pads. Keep the removable parts with you, and just send us the pack bag itself. We do NOT repair dirty packs. If your pack is dirty, we unfortunately will be forced to charge you $15 to clean it before we can fix it.
A 60L WorkSack fits into a 12" x 10" x 4" box when folded in thirds. It doesn't need packing peanuts or bubble wrap or anything else.
Include a piece of paper with your name, shipping address, email and a phone number, and a brief description of the problem. Please specify if you have a sentimental attachment to the pack, or if you just want a working pack. Again, items sent in for repair MUST be cleaned first or we will charge you before doing any work.
Once a year, we offer upgrade pricing for our existing customers. If you purchased the pack from one of our retailers, you can register with us by sending a copy of your receipt. Upgrade pricing announcements go out to the email addresses from which orders were processed, so if you change your email and you'd still like to be eligble, keep in touch. Unfortunately, our upgrade pricing applies only to those people who bought their packs from CiloGear or one of our retailers. If you bought it from Craigslist, you are SOL.
Email repairs at cilogear.com and we'll get right to it.
If your pack is found with chocolate bars in it halfway up the Rupal Face, and somebody else takes it home after stabbing it with an ice axe and wants to get it fixed, we'll charge them for it. But we'd like pictures...
If a seam blows out, we'll most probably fix it for free.
If you tear out the drawstring cords or something like that, we'll repair it for a minimal charge or offer you a discount on a new pack.
If the framesheet pocket or closure lid dies, we'll more likely than not replace it for free.
It's up to us to decide, but we like happy customers and packs in the field. Cilogear Packs are fully guaranteed to the original owner against defects in materials. If a product fails due to a manufacturing defect we will promptly repair or replace it at our option, free of charge. If your pack shows signs of normal use or abnormal abuse, we'll fix it for a modest fee or offer you a discount on a new pack.
Repairs above and beyond use & abuse, due to accidents, bears, improper care, storage on the Rupal Face, or sheer negligence, will be performed for a reasonable charge.
We only repair packs. We don't repair straps, framesheets or pads. Keep the removable parts with you, and just send us the pack bag itself. We do NOT repair dirty packs. If your pack is dirty, we unfortunately will be forced to charge you $15 to clean it before we can fix it.
A 60L WorkSack fits into a 12" x 10" x 4" box when folded in thirds. It doesn't need packing peanuts or bubble wrap or anything else.
Include a piece of paper with your name, shipping address, email and a phone number, and a brief description of the problem. Please specify if you have a sentimental attachment to the pack, or if you just want a working pack. Again, items sent in for repair MUST be cleaned first or we will charge you before doing any work.
Once a year, we offer upgrade pricing for our existing customers. If you purchased the pack from one of our retailers, you can register with us by sending a copy of your receipt. Upgrade pricing announcements go out to the email addresses from which orders were processed, so if you change your email and you'd still like to be eligble, keep in touch. Unfortunately, our upgrade pricing applies only to those people who bought their packs from CiloGear or one of our retailers. If you bought it from Craigslist, you are SOL.
Email repairs at cilogear.com and we'll get right to it.
