Frequently Asked Questions

Ordering and Shipping

Where is my order?

Eagle Creek is a people company that makes adventure travel gear, and our Eagle Creek family is our first priority. Due to the evolving COVID-19 situation, some packages may take 5 – 7 days to deliver. Thank you for your patience and stay safe. 

Once we ship your order, we will email out a shipping confirmation email with your tracking number. 

If you processed your order as a guest, you will not be able to check your order’s status.

What are your shipping policies and timeframes?

Eagle Creek offers shipping via ground, 2 day, and overnight to all 50 U.S. States and ground shipping to military addresses including APO, FPO, and DPO. For Security reasons we do not offer shipping to P.O. Boxes.

  • All orders placed by 12pm PST Monday - Friday ship the same day 

  • Orders placed Friday after 12pm PST and Saturday through Sunday, ship the following Monday 

  • Orders can take up to 7 days to arrive; for a more specific time frame please reference the map above 

For the most up to date information and policies, please view our in-depth shipping page here

How can I cancel or change my order?

We begin processing your order immediately upon receipt. For this reason, we will not be able to cancel or change your order once you have submitted it. If you decide you do not want the merchandise, you can return your product by mail.

Will I be charged for items that did not ship or get cancelled?

No, if an item you have selected is out of stock, canceled, or rejected you will not be charged for that item.  We only charge for items that are shipped.

Can I make changes to my order after purchase?

We begin processing your order immediately upon receipt. For this reason, we will not be able to update or cancel your order once you have submitted it to us. If you decide you do not want the merchandise, you can return your product by mail. Please check your information and merchandise carefully before submitting your order.

Why does my bank statement show two transactions for the same order?

When you place an order your bank statement will display both a pre-authorization and the final sale. The pre-authorization hold will drop off within a couple days, depending on the policies of your bank.

Do you ship internationally?

At this time Eagle Creek does not offer international shipping or shipping to U.S. Territories including American Samoa, Guam, Northern Mariana Islands, Puerto Rico, and U.S Virgin Islands. If you reside somewhere we do not currently ship to make sure to check out our store finder to find the closest Eagle Creek dealer near you. 

Do you ship to P.O Boxes or APO Addresses?

Eagle Creek offers shipping via ground, 2 day, and overnight to all 50 U.S. States and ground shipping to military addresses including APO, FPO, and DPO. For Security reasons we do not offer shipping to P.O. Boxes.

How much does shipping and handling cost?

Orders ship FREE, via Ground Shipping, no minimum purchase necessary.

What days do you offer delivery?

Orders shipped by 3 Day, 2 Day, or Overnight delivery on business days only (Monday through Friday), excluding holidays. 

Orders shipped by US Postal Service can deliver on Saturdays (post office discretion). 

Returns and Exchanges

Do you offer exchanges?

Eaglecreek.com does not offer exchanges. You can return your items, where you’ll be credited back to the method of payment used on your order, to then place a new order. To ship your return, follow the instructions below: 

  1. Package your items. No Return Authorization (RA) is needed. 

  2. Please include a copy of your original packing slip, or order confirmation email, inside the return shipment.  

  3. Take to your nearest shipping center. Customers are responsible for the return shipping, and we recommend making sure you have tracking numbers. 

  4. Mail your return to: VF Outdoor DC Dock Door #31, 2525 N. Plaza Drive, Visalia, CA 93291 

  5. Once the package is received, you will be refunded within 7 days. 

If you have further questions, please call our customer service team toll-free at: 1-844-496-0404

What is your return policy for eaglecreek.com purchases?

For the most up to date Shipping and Returns information please refer to the Shipping & Returns page here

Eagle Creek stands behind the quality and durability of our products and we hope you are happy with your order. If you are not happy with your order, we accept returns if the product has its original tags attached and is returned within 30-days of shipping arrival. 

  • All returns and exchanges must be unwashed, unworn, unused, and in their original condition with receipt and tags attached 

  • A product can be returned within 30 days of the product purchase 

  • If it has been longer than 30 days your return will be accepted at Eagle Creek's discretion and credited back to the method of payment used on the order. 

  • Shipping charges will only be refunded if Eagle Creek is at fault 

  • Only Eagle Creek items ordered from eaglecreek.com can be returned

Payment Methods

What payment methods do you accept?

Eaglecreek.com accepts: Visa, MasterCard, AMEX, Discover, PayPal, Klarna, and Apple Pay. We do not accept checks, cash, or credit vouchers. All cards that do not participate in the verification process will not be accepted. 

Note: If you are using an international credit card, you MUST provide a U.S. address for shipping purposes.

What is Klarna?

Klarna is a global payment solutions provider that works with retailers to provide customers the smoothest online shopping experience. Klarna is in over 170,000 online stores and has more than 70 million users globally.

How does Klarna work?

  • Klarna collects payments in 4 interest-free installments. Sit back and enjoy your purchase!

  • There is no fee to use this payment method. A Late Fee of up to $7 may be charged if an automatic payment cannot be collected. Please refer to the Klarna Terms of Service  for more information. 

  • Using Klarna will not affect your credit score. 

  • You can reach Klarna anytime at https://www.klarna.com/us/customer-service/ or by downloading the Klarna App for 24/7 chat.  

Please visit our Klarna FAQ page for all the details and things you might be asking.

General Questions

How do I find an Eagle Creek dealer near me?

Check out our Store Finder to find the closest Eagle Creek dealer near you.

What are your policies on sales tax and tax exempt orders?

Eagle Creek has a constitutional obligation to collect sales use tax in those states we are licensed to do business. Sales tax is calculated using the address where the product is being shipped.  

If for any reason you believe you are exempt from paying sales tax, please contact us and we will assist you with processing your order. Please have all the proper exemption tax information available. Credit cards that do not participate in the verification process will not be accepted. 

  • Toll Free 1-844-496-0404 

  • CustomerService@EagleCreek.com 

  • Live chat. When available and our reps are online, the “Live Chat” button is visible at the top and right side of any page

Product Information

Does Eagle Creek have a warranty?

Yes ‒ we have and standy by our NO MATTER WHAT™ WARRANTY 

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.) 

LIFETIME WARRANTY 

Our Lifetime Warranty covers workmanship and materials against defects 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. 

What is specifically covered?

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. 

 

Please refer to our detailed Warranty page for the most up to date and detailed information and coverage.  

 

How to care for your Eagle Creek gear

How to properly clean 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.

Never machine wash your product

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.

Zipper Maintenance

Keep your zippers clean, free of sand and grit, and out of the dirt. This will help them last much longer.

Storing your product

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.

Still have questions?

Contact our customer service team at 

Toll Free 844.496.0404
CustomerService@EagleCreek.com

Your Account

What are the benefits of registering on eaglecreek.com?

Benefits of registering on eaglecreek.com: 

• Access to track orders 

• Review your order history 

• Add multiple addresses and payment methods for easy checkout 

• Easy-to-share favorites list 

• Ability to personalize and manage your profile 

• Be the first to know about Eagle Creek product news and special promotions 

How do I sign in?

If you are a returning customer, click the ‘Sign In’ tab located on the top of the screen, and enter your email address and password. If you are a new customer, click the ‘Sign In’ tab, and create an account.

How do I update my account and address?

You can update your information by signing into your account and click the ‘My Account’ tab located at the top of the screen.

How do I update my payment info?

Sign into your account and click the ‘My Account’ tab located at the top of your screen. Once you’re in the ‘My Account’ section, you will be able to update your payment information.

How do I change my password?

Sign into your account and click the ‘My Account’ tab located at the top of the screen. Once you’re in the ‘My Account’ section, you will be able to make any changes to your account.

How can I reset my password?

In the ‘My Account’ page, click on “I forgot my password”, located underneath the sign in. This will open a new window, where you’ll be asked for your email address. Enter your email, and we’ll send you a new temporary password. Follow the instructions on the email to log in with this temporary password, and how to create a new one.