Arc'teryx Warranty and Repair
Arc'teryx guarantees the quality and performance of all of their products. Items with defects in materials or workmanship will be replaced or repaired at the discretion of Arc'teryx for the practical lifetime of the product. Items that are damaged through wear and tear, misuse, or neglect may be repaired at a small charge.
How do I send back an item for Warranty, or get an item repaired by Arc'teryx?
For Customers in North America and Europe, Arc'teryx recommends that the product be returned to the store or site where it was originally purchased.
If this is not possible, fill out their online warranty form which can be found HERE. They will email you with full instructions on how to send your product to their Warranty and Repair Center. Do not send your item to them without first obtaining an RA number from Arc'teryx.
Arc'teryx is not responsible for items that are lost or damaged during shipping and cannot replace parcels that are lost during return shipment if proof of tracking is not available. Please use a guaranteed delivery service that provides tracking information, insurance, and proof of delivery when sending an item back to Arc'teryx.
For customs purposes, Arc'teryx requires you to provide them with a PHYSICAL address, however, your warranty/repair item can still be shipped to a PO Box.
How do I contact them with questions?
Complete their Warranty or Repair Request Form. If you have any questions or concerns, you can reach their Customer Service department at 1-866-458-2473.
What is and isn't covered under the Warranty Policy?
Defects in materials or workmanship are covered for the practical lifetime of the product. Material refers to zippers, buckles and fabrics. Workmanship refers to seams, seam tape and construction. Damage due to wear and tears such as rips, tears, abrasion or UV degradation, misuse or neglect is not covered under Arc'teryx's warranty policy but may be repairable for a fee.
What is covered under the Warranty Policy on Arc'teryx footwear?
Defects in material and workmanship will be covered by Arc'teryx for the practical lifetime of the product. The practical lifetime for footwear can vary drastically depending on the frequency and type of usage. Things such as the wearing of the outsole, frayed laces, nicks and tears can indicate that a shoe has surpassed its practical lifetime. These are examples of wear and tear or damage which are not covered by Arc'teryx. If you believe there is a defect in material or workmanship present on your product, please see follow the instructions on how to send it to Arc'teryx for assessment.
What does 'practical Lifetime of the product' mean?
Although Arc'teryx builds their products to last over extended periods of time, nothing lasts indefinitely. Materials will deteriorate and fade over time and moving parts will wear out. Arc'teryx will cover your product under their warranty policy until such a time that they have deemed the product to be worn out beyond reasonable repair. If the product is showing the signs of its age-for instance, the material has become thin or faded, there are rips and tears, the zippers no longer catch, the cuffs are fraying, or the soles are worn-they will take this into consideration when assessing your product for a warranty request. All gear will suffer from differing degrees of wear-and-tear, depending upon the user. Equipment used by an outdoor guide for 150 days a year will by comparison, degrade faster than gear used by a weekend skier. By taking care of your equipment you will ensure a longer lifetime for your gear. Arc'teryx recommends that you visit their Product Care page for more information on how to wash and care for your equipment.
Will Arc'teryx repair or replace my product?
If your Arc'teryx product fails due to a manufacturing defect, where possible, Arc'teryx will repair the item at no charge to you. They have repair centers in both Europe and North America that employ the same custom machinery and techniques that they use to create the original products. If the product is not repairable, or the cost of the repairs exceeds the value of the product, Arc'teryx may, at their discretion, choose to replace the product instead.
What happens if I rip or tear my jacket or pants?
Skis, snowboards, crampons, axes and other sharp equipment will damage clothing and gloves if they come into direct contact with them. Rips, tears, burns and punctures can occur during normal use and while carrying your equipment, and are not covered under the terms of the warranty. To assist you in keeping your product in optimal working condition, Arc'teryx offers a variety of repairs for a reasonable charge. Contact them and they will be happy to discuss your options.
What if I want to have my garment altered or tailored?
Arc'teryx does not offer custom alterations or modifications to their packs or garments at this time. For products made from GORE-TEX® fabrics they suggest using a GORE-TEX® authorized repair facility for alterations. There is a list of GORE-TEX® authorized repair shops in your area on the GORE-TEX® website.
Do alterations void my warranty?
Arc'teryx understands that individuals may, on occasion, wish to tailor their Arc'teryx products to suit their needs. If something should fail which is unrelated to any alterations, Arc'teryx will stand behind their products, provided that the Arc'teryx product is being used as intended. For a list of alteration facilities in your area, please visit the GORE-TEX® website.
How long will it take if I send my product in for warranty assessment and/or repair?
The typical turn-around time is 15 to 20 business days from the time they receive your product to the time they ship it back to you. Keep in mind that winter is the busiest season for warranty and repair service. Arc'teryx will provide you with updates and more accurate estimates throughout the process.
How do I prepare my item for return to Arc'teryx?
In order to comply with health and safety regulations, as well as for the protection of their staff, Arc'teryx kindly asks that all products be cleaned before being sent to them. Products that arrive unwashed may be subject to a cleaning fee before assessments can be made. To find out how to properly clean your garment, please visit the Arc'teryx Product Care page.
How are shipping costs handled?
Customers are responsible for shipping items to Arc'teryx, and Arc'teryx will cover the return shipping costs. Please ensure that you ship the product using a carrier that can provide you with tracking information and proof of delivery. Customers are responsible for their product until Arc'teryx has signed for its delivery.
What do repairs cost?
Repairs covered under the terms and conditions of the Arc'teryx warranty policy are performed at their expense. Costs for non-warranty repairs will vary depending upon the situation. Arc'teryx will provide you with as many repair options as possible based upon the amount of work and materials required and the expected end result. After your product has been received and assessed, Arc'teryx will be able to contact you with repair options and costs. Repairs requiring payment will never be performed without your authorization.
What is the Voltair Avalanche Airbag Limited Warranty?
The Voltair Airbag will be covered under warranty for manufacturing and material defects for the duration of three years after purchase or 50 inflations, whichever comes first.
