ORDERS & SHIPPING

What's the status of my order?

We do our best to process and ship orders within 1-2 business days. Orders placed after 1 PM Mountain Time may be processed the following business day. Watch your inbox for an email confirmation with tracking number once your gear ships.

How much does shipping cost?

Please see the "US Shipping Rates" chart below. We are not able to ship internationally.

US Shipping Rates Shipping Time Cost
    Economy (Orders Over $125)     5 to 8 Business Days    FREE    
    Economy (Orders $51 - $124.99)     5 to 8 Business Days     $8.95    
    Economy (Orders Under $50)     5 to 8 Business Days     $4.95    
    HI, AK, Guam, Puerto Rico         Up to 4 Weeks         $18.95    
    APO     Up to 4 Weeks     $12.95    
    Standard         3 to 4 Business Days         $24.95    
    Express         1 to 2 Business Days         $34.95    
How do I return my product for something different?

Not what you wanted? No worries. You have 30 days from your order date to request a return. We accept returns for Eagle Creek items purchased directly from eaglecreek.com or through our Eagle Creek Service Team via phone orders only. To be eligible for returns, all items must be received in brand new, unused condition, with all hang tags, components, and packaging intact. The good people at Eagle Creek will issue a refund for the purchase price to the credit card or PayPal account that was used to make the purchase. Eagle Creek will pay for your Return Shipping.

Return Instructions:

We are updating our Return Process on eaglecreek.com so returning items will be quick and easy. Until then, please email our customer service team to assist you with your return. Contact Us

Was this a Gift?
If you received your product as a gift that was purchased directly from eaglecreek.com, and would like to return or exchange it, please email us at CustomerService@eaglecreek.com We’re here to help.

May I return my product purchased on Pro Deal?
Pro Deal purchases are not eligible for return. Our team welcomes your questions to research your needs well prior to placing your order.

Returning from a P.O. Box, AK, HI, PR, VI, Guam? If you plan to return an item from a P.O. Box, Alaska, Hawaii, Puerto Rico, the Virgin Islands or Guam, please email us at CustomerService@eaglecreek.com. We’re here to help.

What payment methods do you accept?
Eaglecreek.com accepts: Visa, MasterCard, AMEX, Discover, PayPal, Amazon Pay, and Apple Pay. We do not accept checks, cash, or credit vouchers. Note: If you are using an international credit card, you MUST provide a U.S. address for shipping purposes.
What are your policies on sales tax and tax exempt orders?

Eagle Creek collects sales use tax in those states we are required to. Taxes are based on the shipping address.

If you are a non-profit organization: Please contact us with the appropriate tax exemption documentation, and we will assist you in processing your tax-exempt order.

WARRANTY & REPAIRS

Who pays for shipping to Authorized Repair Centers?
You are responsible for shipping fees to return your gear to Eagle Creek Authorized Repair Centers. Please use a courier with tracking. Eagle Creek cannot repair what we do not receive…nor can we replace product lost in transit. Eagle Creek will cover the cost of materials and labor to repair your product and return shipping charges under the No Matter What™ Warranty. We cover return shipping fees within the country where the Repair Center is located.
How long will I be without my gear?
The typical return time is 3-4 weeks after the product is received at the Repair Center. Return times vary and may extend up to 8 weeks during peak times and for extensive repairs. Allow up to 10 days for shipping each direction. Thanks for planning ahead so you will be ready for your next adventure.
What if my gear is dirty from the last adventure?
Thanks for cleaning your gear at home before you send it in. Click here Warranty page to learn how to best clean your gear. To keep our team healthy, we are restricted by law to not receive items that are damaged with mold, mildew, or other possible toxins. Such items will be discarded and not replaced. Please contact our team in advance of sending your product in for repair if you are concerned about its eligibility to be repaired.
If I no longer like the color or style of my Eagle Creek gear, can I return it?
The Eagle Creek No Matter What™ Warranty will make sure your product is repaired and functions. It does not cover replacing gear based on personal preference under our warranty.
What if my gear is showing wear and tear from multiple adventures?
The Eagle Creek No Matter What™ Warranty will cover repair of broken zippers, unraveling stitching and replacement wheels, and it does not cover any reasonable aging of your product such as fading colors or normal wear-and-tear that impacts appearance and not the function.
What if I get by product repaired by a Repair Center that’s not authorized? Will Eagle Creek reimburse me?
We have multiple Eagle Creek Authorized Repair Centers in the US and around the world. Using an unauthorized Repair Center voids the warranty. Eagle Creek will not reimburse the costs incurred from unauthorized repairs or unapproved replacements.

MANAGING MY ACCOUNT

What are the benefits of creating an account on eaglecreek.com?
By creating an account, you can:
  • Easily log into your account by clicking the My Account icon.
  • See your current order status for any purchase.
  • Review your order history.
  • Add multiple address options and payment methods for easy checkout.
  • Ability to personalize and manage your profile.
How do I sign in to my account?

If you have already created an account, simply click the Customer icon located on the top of the website, and enter your email address and password.

Eagle Creek recently switched to a new e-commerce platform. With this switch, if you were an existing customer trying to log in, you will be prompted to activate your account after you try to log in. Please check your email to receive instructions on creating your new password. Once you create your new password, you will be logged in.

If you are a new customer, you can create an account using the create account link provided below the login fields.

How do I update my account and address?
You can update your information by signing into your account by clicking on the Customer icon located at the top of the website.
How can I reset my password?
In the My Account login page, click on “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 you’ll receive a temporary one-time password. Follow the instructions on the email to login with this temporary password, and how to create a new one.
Still have questions?
Email Us [CustomerService@EagleCreek.com]

Additional Questions

Do you offer an industry pro program?
With our new ownership we are going through some operational changes and our Pro Program is temporarily inactive. We plan to have it back up and running soon!
Are you supporting the TripSync Technology?
Although we are no longer offering product with TripSync technology we continue to support current owners and users. TripSync FAQ technology
Does Eagle Creek have a new owner?
Yes, Eagle Creek was purchased in September of 2021 and is now independently owned. The brand was owned by VF Corporation from 2007 through 2021. Previous to that, it was independently owned from 1975 to 2007. We are excited to be rebuilding this “new business” established in 1975.