Eagle Creek is synonymous with quality. Every buckle, zipper, and fabric choice is meticulously selected and then analyzed after rigorous lab testing. After it’s built, we take it to the road to make sure it can handle real-world travel abuse. And it does. Our return rate is less than 1%
Our Warranty Promise
Our No Matter What™ Warranty covers the Lifetime Warranty promise plus the added insurance of repair or replacement due to product failure during the product lifetime, regardless of the cause. During this period, we will repair or replace it at our discretion. Contents of your bag are excluded, as are lost or stolen parts (such as zip-off daypack, backpack straps, Cargo Net, etc.)
- Exploration Series
- EC Lync™ System
- EC Adventure Collection
- Flyte™ Collection
- Deviate Travel Packs
- No Matter What™ Duffels
Our Lifetime Warranty covers workmanship and materials against defect for the entire life of the product. During this period, if the product is covered by the warranty, we will repair or replace it at our discretion. Contents of your bag, normal wear and tear, abuse and cosmetic wear and tear are excluded. ‘Lifetime’ is defined as the lifetime of the product not of the purchaser.
We build our products to last over extended periods of use, but inevitably everything does eventually wear out. Fabrics will deteriorate and fade and moving parts will wear out. All gear will suffer from differing degrees of wear-and-tear, depending upon use. Gear used by an adventure travel guide for 200 days of the year will, by comparison, degrade faster than gear used by someone who travels 2 to 3 times a year.
By taking care of your products you will ensure longer lifetime for your gear. Visit Caring for Your Eagle Creek Product for information on how to clean, care for, and store your gear. Use your judgment when assessing whether your product is likely to be covered under our warranty policy. It may simply be time to replace it.
We will cover your product against defect and malfunction until such a time that it has been used and worn out beyond reasonable repair. If your product is not repairable and it has sentimental value, we will happily send it back to you.
This warranty does not cover, normal wear and tear, or the natural breakdown of colors and materials over extended time and use. Accident, improper care, negligence are excluded. Normal wear and tear is the wear and tear caused by the expected use of the bag over an extended period of time. There are a few factors that determine the end of “product life”. (1) Fabric: Product fabric makes up 90% of most Eagle Creek products. If the fabric is discolored, degraded, de-laminated or deteriorated we may determine this to be end of “product life”. (2) If a major component fails due to years of use (such as a handle, wheel or zipper) we may deem the product to have met its full life cycle.
Damage not covered under the Lifetime Warranty that is repairable can be repaired for a reasonable rate and a fee will be charged for return shipping. We have Certified Repair Centers that utilize the same type of machinery and processes used in our factory to create the original product. One of these facilities may be closer to you than the Eagle Creek on-site warranty department.
*California State Law requires that all items sent for repair to be clean. Only clean items will be repaired by our team.
Defects in materials or workmanship are covered for the practical lifetime of the product. Material refers to zippers, buckles and fabrics, etc. Workmanship refers to seams, and construction. Damage due to wear and tear such as rips, tears, abrasion or UV degradation, misuse or neglect is not covered under our warranty policy but may be repairable for a fee.
Product failure can happen when the components are stressed outside of their design specifications and are no longer able to function in the manner originally stated. For instance, Eagle Creek wheels can withstand cobblestone streets, but are not built to be run-over by a train. The fabrics are meant to withstand heavy abrasion, but not a sanding belt.
The Carlsbad Repair Center will be closing for the holidays on 12/23/15 and reopening on 1/4/2016. Items received for repair after December 1st 2015 will ne be completed until Jan 2016
Western US Shipping Form (PDF)
Eagle Creek Inc.
Attn: Warranty Department
5935 Darwin Court
Carlsbad, CA 92008
Email: Eagle_Creek_Warranty [at] vfc.com
Eastern US Shipping Form (PDF)
Attn: John McKeon
80 Mott Ave
Inwood, NY 11096
Email: info [at] TheFixery.com
Toll Free: 1-800-2-Fixery
Central US Shipping Form (PDF)
(No Wheel or Handle Repairs)
Attn: Paul Bromen
300 Central Ave.
Osseo, MN 55369
Email: bromenluggage [at] aol.com
North Western US Shipping Form (PDF)
@ Portland Luggage
Attn: Repairs Department
440 SW 4th Avenue
Portland, OR 97204
Email: info [at] luggagedoctors.com
Central Canadian Shipping Form (PDF)
Attn: Ryan Besler
South Park Shopping Center
#180-3803 Calgary Trail S.
Edmonton, Alberta T6J 5M8
Email: ryan.besler [at] bentleygroup.com
Eastern Canadian Shipping Form (PDF)
Luggage Town Ltd.
Attn: Michael Goril
644 Millway Ave., Unit 1
Concord, ON., Canada
Western Canadian Shipping Form (PDF)
316 East 1st Ave.
Vancouver, BC. V5T-1A9
Email: lori.fee [at] bentleygroup.com
Import documents may be required. Please check with your specific carrier.
UK Shipping Form (PDF)
Scottish Mountain Gear Limited
FAO: Repair Centre
Unit 17 - Fisherrow Industrial Estate
Direct Dial: +44 131 653 1310
Switchboard: +44 131 665 1919
Email: info [at] scottishmountaingear.com
Switzerland Shipping Form (PDF) - Deutsch
Switzerland Shipping Form (PDF) - Francais
Räber Leder AG
FAO: Moritz Räber
Seebodenstrasse 4 - 6
Phone: +41 0418502424
Fax: +41 0418501400
Email: raeber [at] leder.ch
Spain Shipping Form (PDF)
Vertical Sports, S.L.
FAO: David Naranjo
Pere IV, 29-35
Phone: +34 933 091 091
Email: spv [at] vertical.es
Europe Shipping Form (PDF) - Deutsch
Europe Shipping Form (PDF) - English
Europe Shipping Form (PDF) - Francais
HRD - Heikes Reparaturdienst
FAO: Heike Reischenbeck
Phone: +49 8171 480985
Fax: +49 8171 480986
Email: hrd-service [at] t-online.de
AU Shipping Form (PDF)
Phoenix Leisure Group
Attn: Returns/ Repair Centre
5 Aero Road,
Contact: Richard Newton
Phone: +61 2 9829 8121
Fax: +61 2 9829 8141
Email: rnewton [at] plg.com.au
- When we receive your product, if it is covered under our warranty, we will repair it or replace it with an available product of similar features and value
- We will send it back to you at no charge.
- Please note this on the outside of your package in clear, bold letters. Attn: Warranty Dept, It will help us to track your product during its visit to one of our repair facilities.
- Letter of explanation: Please enclose a letter of explanation that includes: Contact name, repair type, the, return ship-to address, phone number, e-mail address (Required if you want automated notifications when your product is shipped back) and any other special instructions, like: Rush or Please Do Not Replace
- Care and handling instructions: By law a clean product is required (and more pleasant) for our technicians to work with. We recommend you hand-wash your item with a mild soap and line dry. Avoid brushing the exterior 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!
Caring for Your Eagle Creek Product
Dirt and grime will abrade the fabric and wear it out. For cleaning, use a sponge with warm water. Always use a non-detergent soap. Most liquid soaps contain detergents, powdered soaps are preferred because they usually do not. To dry your bag stuff it loosely with crumpled-up paper, and hang it in the shade. To preserve the integrity of the fabric coating inside of the bag, the interior should only be cleaned with a damp cloth (no soap). Lastly, it is essential that your product is completely dry before you store it.
Unless stated otherwise on the care label, never machine wash or machine dry your travel gear or accessories. Never use hot water, bleach, dishwashing liquid, pre-soaking solutions, or spot removers. Always use a powdered non-detergent soap. Never use solvents to clean your gear or accessories as solvents may irreparably damage the materials and components of your product. *Any use of solvents will void Eagle Creek’s Lifetime and No Matter What™ Warranties.
Keep your zippers clean, free of sand and grit, and out of the dirt. This will help them last much longer.
Before storing your Eagle Creek gear bag or travel accessories always make sure they are clean and dry. Never pack or store your gear or accessories if they are dirty or damp. Wet or damp fabric can mildew, causing delamination, leaks, and foul odors. There is no cure for mildew damage. Storing your gear or accessories while they are damp could cause the polyurethane coating to soften and stick to itself (a chemical reaction called hydrolysis). With prolonged exposure to moisture, the coating will become sticky and is likely to peel away from the fabric. In caring for your bag it is also important to keep your pets away from your bag. They smell your scent and know it’s your bag. Somehow they also know that it is your companion when you are away from home, and tend to mark it. Many types of pet urine have a strong odor and cannot be washed out of your bag… so unfortunately you will end up traveling with the memory of your pet the entire life of the product. Odors, scratches, fading and scuffs are considered cosmetic damage because they do not affect the function of the bag and so are therefore not covered under the Eagle Creek Warranties. Store your gear and accessories in a cool, dry, temperate environment. Do not stack heavy objects on top of your gear and accessories and, if possible, stuff bags with clothing or crumpled-up paper to help maintain shape.