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FAQs
Frequently Asked Questions
How do I start a return?
You can always return a clean, unused, and tags intact item within 30 days here.
If I purchased Free Returns + Package Protection how do I receive my free return label?
How do I return the extra hipbelt for a refund?
You can begin a return on our return portal here. Be sure to select the hipbelt option for the return and send back which over hipbelt that does not fit. Once received we will process the hipbelt accordingly and initiate the $25 refund.
What is your shipping policy?
You can read our shipping policy here.
We strive to ship all orders that come in before 11AM central the same day.
Orders placed on weekends or holidays are processed on the next business day. Transit times are measured in business days, which are Monday through Friday, weekends and holidays excluded.
Standard Shipping Methods for US Orders
Standard Shipping ($6.99)
- For orders less than $200.
- If you select this option, we will choose UPS Ground or USPS Ground Advantage based on your product and shipping address.
Free Shipping
- For orders of $200 or more.
- If you select this option, we will choose UPS Ground or USPS Ground Advantage based on your product and shipping address.
Express Shipping Methods for US Orders
UPS Air (Next Day & 2nd Day)
Please note that if you place an order after 10 am CT on a Friday morning, your order might not leave our warehouse until Monday afternoon.
Always pick an express method over USPS, FedEx or UPS Ground for urgent orders. All non-express shipping methods are only a time estimate and not guaranteed.
International shipping rates and carrier options will be calculated and displayed at checkout, with a variety of carriers to choose from.
Please note that international shipments are not guaranteed for delivery by a specific time.
Customers are responsible for paying any applicable duties and taxes in their country. If you refuse an international package or fail to collect it from customs, the customs fees and return shipping costs will be charged back to us. Any incurred charges will be deducted from your refund.
If you receive a message at checkout indicating we cannot ship to your international address, it’s likely due to one or more items in your cart being subject to international shipping restrictions.
Examples are items from the GVP or Alchemy collections or items made by other manufacturers that we sell.
Please remove those items to proceed with your order.
Warranty Policy
We offer a one-year warranty on our products, covering manufacturing defects for the original purchaser. However, this warranty does not cover material or fabric failure due to durability issues. If you’re not comfortable with the limitations of the lightweight materials in our gear, we ask that you do not purchase it, or return it upon receipt according to our return policy.
Submit a Warranty Claim
To submit a warranty claim, please send the following information to [email protected]. We will get back to you as soon as possible.
-Order Number
-Date of Purchase
-Description of Issue
-Photos/Videos
-Lot #/PO number (for shelters&packs)
-Contact Info & Shipping Address
Repair Services
Unfortunately, we no longer offer in-house repairs. However, we’ve partnered with a third-party company, Rugged Thread, to provide discounted repair services. You can request a quote from them here.
Pack Repair
For small holes or tears, we recommend using Tenacious Tape on both sides of the fabric. For larger damage, you can stitch the area with any non-cotton thread and then apply Tenacious Tape over both sides of the repair. Be sure to clean the fabric first, let it dry, and then apply the tape.
Buckle Repair
A simple and quick method to repair a buckle can be found here.
Shelter Repair
For shelter repair, we tested that the Tenacious Tape Silnylon Patches are best for wall + bathtub floor repairs and can be especially reinforced with tape on both sides of hole. We recommend using Seam Grip SIL Silicone Tent Sealant for outside repair such as the pull out patches and Seam Grip WP for the inside seam tape. There are specific application instructions on the packaging.
To help extend the lifespan of your shelter, you can apply a waterproofing spray. We highly recommend Gear Aid’s products, especially their Revivex line, which offers both waterproofing and cleaning sprays for shelters, clothing, and other gear. You can explore their full range here.
Begin at the C7 vertebra at the base of your neck. To locate it, bend your neck forward and feel for the first bump at the base—this is where you’ll start your measurement.
Next, find the midpoint between your iliac crests. To locate the iliac crests, cup your hipbones on both sides and find the center point along your spine. This midpoint is where your thumbs should be pointing.
Lastly, you'll need assistance measuring from the C7 vertebra to your iliac crest. This will give you your torso measurement.
