ARC'TERYX

We proudly guarantee every piece of equipment we make to be free of defects in materials and workmanship. Any defects in materials or workmanship are covered for the lifetime of the product. Product damage through wear and tear, neglect or misuse can be repaired at a nominal charge.

If you have a problem with an Arc'teryx product your best bet is working with the retailer who sold it to you. They will be able to assess the situation and can process a return for you if need be.

If it is not possible to contact the retailer who sold you this product, you can work with us directly.

In order to do this we require the following information:

For more info on
Homeland Security:

http://www.cbp.gov/

• Your FULL NAME and MAILING ADDRESS (NO PO boxes).
• A DAYTIME PHONE NUMBER
• Your SOCIAL SECURITY NUMBER.
(The U.S. Government requires this information if we mail products to a non-business in the U.S. from our Warranty Department here in Canada.)
• The MODEL, SIZE, COLOUR and SEX of the garment in question.
• A brief description of the damage.

If ANY of the above information is missing we will NOT be able to process your request.

Once we have obtained this information we will provide you with a Return Authorization number (R.A.#) and an address to mail the product to for evaluation.

Arc'teryx Warranty Department

email:	warranties@arcteryx.com
phone:	1-888-326-9900 (toll free North America) 604-454-9900 (International)

If you would like to contact us directly please CLICK THIS LINK to fill out our email form

Notes on sending in Warranty items:

• Please make sure that you obtain an R.A.# BEFORE you send in your item.
• Please include a note with what product you are sending in and why, and what you would like to have happen.
• The garment will be evaluated and if there is to be a charge added, you will be contacted. If the item is deemed irreparable, we may, at our discretion, replace it with an item of equivalent value.
• If you would like the piece returned to you even if it cannot be repaired, please indicate this.
• To accelerate processing and ensure proper repairs, please mark problem areas with a piece of tape or a rubber band.
• All warranty returns will be repaired, replaced or credited at our discretion.

In order to avoid delays and additional charges please ensure that your ARC’TERYX product is cleaned before returning it to us. Cleaning charges will be applied before any assessment can be made.

More info on Shipping from the US:

In order for ARC’TERYX to return product to an consumer or business in the United States, US Customs Agency requires the addresses social security number to be included on the cross-boarder documentation. This US Customs Agency requirement is for tax and duty assessments as well as national security.

We may be able to avoid shipping your product across the US Border by using one of our authorized repair centers. Please fill out the requested information and we will let you know if this is an option and provide you with the details.

Unfortunately, we will not ship to US P.O. Boxes as we are unable to guarantee or confirm delivery.

For more information on US Customs’ requirements click on the link below:

http://www.cbp.gov/xp/cgov/import/cargo_summary/ult_consignee.xml

WARRANTY FAQ’S

What does 'lifetime' mean?

Our products are covered under the ARC’TERYX warranty for the lifetime of the product. Unfortunately, this does not mean your lifetime. Our best advice is to use your common sense and use the product for its intended use. A guide or instructor using their product everyday will need to replace it sooner than a user who gets out once or twice a month. A properly maintained and cared for product will obviously last much longer than one which is neglected and abused.

Are rips and tears covered under warranty?

Rips, tears, burns and holes are not covered under the terms of our warranty policy. We can often supply our customers with iron on patches at no charge (which are ironed to the inside of the fabric) leaving very little visible markings on the face fabric. We also offer repairs for a reasonable charge if the patches can’t work or are not up to your satisfaction. If your product should meet an unforeseen or unexplained accident, please call us so we can talk about your options.

Will my ARC’TERYX product be repaired or replaced?

If your ARC’TERYX product fails due to a manufacturing defect, our first option will be to repair the item at no charge. When you send us your product it is returning to its birthplace. As a manufacturer we take pride in the products we build and want to see them live a long and prosperous life and try to repair as many products as possible. We also know many of our customers develop a personal relationship with their gear and would hate to see them be replaced. However, if the product is not repairable or the costs of the repairs exceed the value of the product we may at our discretion choose to replace the product.

I have a broken/missing toggle/buckle/cord end. Can it be replaced?

If your buckle is broken or misplaced, we would be more than happy to throw a replacement in the mail for you. Feel free to e-mail us at warranties@arcteryx.com with your full name and mailing address as well as which product model, size of piece etc. We may need to know the vintage of your product as well as the actual name of the missing part as we have gone through an evolution of findings over the years and want to ensure the replacement matches up with your existing piece. You can also contact us directly to at 1-888-326-9900 for clarification or assistance on this. Or Click Here to fill in the parts request form and we will do our best to assist you.

Do alterations void my warranty?

ARC’TERYX does not have the capacity to perform alterations or build custom product, however we understand the importance of good fit and realize people sometimes want things a little different than the way we’d designed them. We cannot stand behind someone else’s work, nevertheless if something should happen to your piece which is unrelated to the alteration we will still stand behind our product and manufacturing provided the piece is being used for it’s intended use. Feel free to contact us for suggestions on recommended repair/ alteration facilities in your area.