REPAIRS & PARTS REQUESTS
PACK RABBIT'S LIFETIME GUARANTEE TO YOU
Pack Rabbit will repair or replace any damage or defect free of charge. If we are unable to perform a functional repair on your gear we will happily replace it. We proudly stand behind this guarantee to you.
If you have a broken part on your Pack Rabbit gear that you can replace yourself, please send us a message and a member of our Customer Service Team will contact you. Please send photos to help us identify the exact part that needs to be replaced.
If your Pack Rabbit gear needs attention from our skilled repair team, such as a new zipper, a hole patched, sewing or otherwise, please send us a message along with photos of the damage and a member of our Customer Service Team will contact you. Please do not send your gear to us without a Return Authorization Number. We will make repairs at no cost to you to restore your Pack Rabbit gear to a functional state, however limitations on colors of fabric, thread, and replacement parts may vary from the original.
We will make every effort to repair your gear. In the event that we are unable to make a functional repair to your gear, we will replace it. For gear that is no longer in production, a member of our Customer Service Team will contact you to discuss replacement options.
We guarantee to the original purchaser, that their Pack Rabbit frame system will be free from defects in material or workmanship. If you think your frame system has any defects in materials or workmanship, please send us a message and a member of our Customer Service Team will contact you. Please provide photos of the broken frame to help us identify the exact model and parts that need to be repaired or replaced.
In some cases you may be able to replace the broken part yourself. If so, we will send you the replacement part, along with detailed instructions. If your Pack Rabbit frame system needs attention from our skilled repair team we will request that you return the system to us for repair. Please do not send your frame system to us without a Return Authorization Number. We will make repairs to your Pack Rabbit frame and restore it to a functional state at no cost to you.
We respond to warranty requests in the order they are received and appreciate your patience! We will work as quickly as we can to accomplish the repair, but cannot guarantee any expedited repairs under any circumstances. Turnaround times vary throughout the year due to seasonal volume and can be as long as 8 weeks, so we ask that you plan ahead and allow adequate time to send your gear in for repair or to receive a replacement part.
You are responsible for the charges of shipping the pack to Pack Rabbit. We recommend using a method of shipping that provides a tracking number. Pack Rabbit cannot be responsible for packages not received by our Repair Team. Pack Rabbit will cover the cost of all repairs to your item and pay the shipping charge for returning it to you. We only offer shipping options to US addresses. Need to expedite shipping? If you ship your gear to us via an expedited shipping method (i.e. 3-day shipping or faster via UPS or FedEx) it will be returned to you via a similar expedited service. Repairs are addressed in the order they are received. Expedited shipping does not guarantee expedited repair. Please call us at 1-214-774-4363 to notify us that you are using an expedited shipping method.
Cosmetic Wear and Tear – Our Guarantee does not cover any reasonable aging of your gear that affects only the appearance and not the function of your gear. (example – logo peeling, stains from oils or biologicals) Be proud of those battle scars!
Lost or Stolen Gear – Our Guarantee does not cover lost or stolen gear.
Third Party Repairs or Replacements – Our Guarantee requires you to send your gear to Pack Rabbit for any repairs or replacement parts. We do not cover costs incurred via third party repairs or replacements.