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Warranty Information |
| Frequently Asked Questions |
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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 our warranty. Accidents (your Eagle Creek gear is run over by a 757 after falling 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. Repair or Replacement? Repair is our first option, however, after evaluating your item we may need to replace your product if it is not repairable. Please advise us by letter if your Eagle Creek product is special to you, and you only want it repaired we will honor your wishes and repair it to the best of our ability. Please keep in mind that our warranty provides us with the option to repair first and replacement is not guaranteed. Our repair technicians will also review all seams, zippers, webbings, buckles, wheel systems and other components to assure that everything is functioning properly. This provides us with valuable data and gives us the opportunity to improve on future Eagle Creek products. If your damaged product requires replacement, please be advised that it is not in our policy to return your original product. It will be disposed of in an environmentally friendly fashion, unless you requested beforehand that for sentimental reasons your original product be returned to 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, exciting 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. We will attempt to replace your item with the exact model and color you sent in. If your product model is no longer available, we will then 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? We have set up our repair department to handle all repairs and services that your Eagle Creek product may require. Our 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 our guarantee. Some retailers may be willing to send your product to Eagle Creek on your behalf, however, that decision is at the retailer's discretion. Please check with your retail store to verify their policy concerning repairs. I need my pack yesterday. What should I do? If you need your item returned by a certain date, we will do our 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 (e.g., UPS or FedEx). It will receive priority handling once we receive it and we will make every effort to meet your request. 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, please contact our Customer Service department and reference your RMA number. Who pays freight charges? You are responsible for sending your product to Eagle Creek. We recommend you use a method that is traceable (e.g. UPS or FedEx). If we determine the problem is warranty related we will assume all costs to repair or replace your product and will ship the item back to you at our expense. What shipping method will Eagle Creek use to return my product? All repaired or replacement items are sent via UPS ground, which provides us with a tracking record of the shipment. If you are only able to provide us with a P.O. Box as a return address, we will ship via the US Postal Service. |
