*WE ARE RELOCATING OUR WARRANTY CENTERS. REPAIRS MAY TAKE LONGER THAN NORMAL. DEPENDING ON THE NATURE OF THE REPAIR, TURNAROUND TIME COULD BE UP TO 8 WEEKS. THANK YOU FOR YOUR PATIENCE DURING THIS TEMPORARY INCONVENIENCE.*
EAGLE CREEK IS SYNONYMOUS WITH QUALITY.
WE METICULOUSLY SELECT EVERY BUCKLE, ZIPPER, AND FABRIC CHOICE AND THEN SUBJECT OUR DESIGNS TO RIGOROUS LAB TESTING. NEXT, WE TAKE OUR DESIGNS ON THE ROAD TO MAKE SURE THEY HANDLE REAL-WORLD TRAVEL ABUSE. AND THEY DO. OUR RETURN RATE IS LESS THAN 1%.
OUR WARRANTY PROMISES
NO MATTER WHAT™ WARRANTY
In addition to covering workmanship and materials against defect for the entire life of the product. The No Matter What™ Warranty covers repair or replacement due to product failure during the product lifetime, regardless of the cause. During this period, we will repair or replace it at our discretion.
Our Lifetime Warranty covers workmanship and materials against defect, for the entire life of the product. During this period, if the product is covered by the warranty, we will repair or replace it at our discretion. ‘Lifetime’ is defined as the lifetime of the product not of the purchaser.
WHICH WARRANTY COVERS MY PRODUCT?
The Eagle Creek No Matter What™ Warranty covers luggage, duffels, packs, and shoulder bags. The Lifetime Warranty covers Pack-It® organizers and all accessories. The warranty that covers each product is identified on the product hangtag and in the product description on this website.
WHAT’S COVERED? WHAT’S NOT?
We will cover your Eagle Creek adventure travel gear against defect and malfunction until such a time that it has been worn out beyond reasonable repair and reaches “end of life” status. This means if the zipper breaks, send it in. If the roller wheel cracks, send it in. If the stitching on your backpack strap comes undone, send it in.
Gear used by an adventure travel guide for 200 days of the year will degrade faster than gear used by someone who travels 2 or 3 times a year. Taking care of your products will ensure a longer lifetime for your gear. See the information below: Caring for Your Eagle Creek Product for how to clean, care for, and store your gear. Use your judgment when assessing whether your product is likely to be covered under our warranty policy. It may simply be time for you to replace it and give yourself that new gear you deserve.
We will cover your product against defect and malfunction until such a time that it has been used and worn out beyond reasonable repair.
The Eagle Creek warranties do not cover normal wear and tear, or the natural breakdown of colors and materials over extended time and use. Damage caused from improper care and negligence are also excluded.
The following factors determine the end of “product life”:
Material Integrity: if the fabric is discolored, degraded, de-laminated or deteriorated we may determine this to be end of “product life” that is not caused by defect or malfunction.
Component Integrity: If a major component fails due to years of use (such as a handle, wheel or zipper) we may deem the product to have met its full life cycle.
The Eagle Creek No Matter What™ Warranty and Lifetime Warranty do not replace the contents of your bag if lost nor components that are lost or stolen (such as zip-off daypack, backpack straps, Cargo Net, etc.)
Damage not covered under our warranty policy may be repairable for a fee and the cost of return shipping.
This warranty does not apply to face masks, facial coverings or ear plugs.
WHAT DOES DEFECT OR MALFUNCTION MEAN?
Defects in materials or workmanship are covered for the practical lifetime of the product. Material refers to zippers, buckles and fabrics, etc. Workmanship refers to seams, and construction. Damage due to wear and tear such as rips, tears, abrasion or UV degradation, misuse or neglect is not covered under our warranty policy but may be repairable for a fee.
WHAT DOES PRODUCT FAILURE MEAN?
Product failure can happen when the components are stressed outside of their design specifications and with many years of use and abuse are no longer able to function in the manner originally stated.
During the relocation of our repair facilities repair times vary and may extend up to 8 weeks. Our policy requires that all items accepted for repair must be clean. Please ensure your item is cleaned prior to shipping for repair. If your product needs to be sent out to be cleaned, Eagle Creek Repair Centers will assess a cleaning fee in addition to any repair costs, and the repair time may be extended an additional 2 weeks to accommodate cleaning.
Eagle Creek customers are responsible for the shipping cost to send their gear to the Repair Centers. If repairs are eligible for warranty services, once completed Eagle Creek will pay for shipping to return repaired gear. If you do not have your gear repaired at an authorized Eagle Creek Repair Center, this will void the warranty.
Authorized Eagle Creek Repair Centers:
CLEANING YOUR PRODUCT PROPERLY
Clean your gear with a sponge with warm water to remove dirt and grime that will abrade the fabric. Use a non-detergent, powdered soap for tough cleaning jobs. To dry your bag fill it loosely with crumpled-up paper, and hang it in the shade. To preserve the integrity of the fabric coating inside of the bag, clean the interior with a damp cloth (no soap). Completely dry your gear before you store it.
NEVER MACHINE WASH YOUR PRODUCT:
Unless stated otherwise on the care label, never machine wash nor machine dry your travel gear or accessories. Do not use hot water, bleach, dishwashing liquid, pre-soaking solutions, or spot removers. Always use powdered non-detergent soap. Never use solvents to clean your gear or accessories as solvents may irreparably damage the materials and components of your product. *Any use of solvents will void Eagle Creek’s Lifetime Warranty and No Matter What™ Warranty.
Keep your zippers clean, dry, free of sand and grit, and out of the dirt to extend their lifetime.
STORING YOUR PRODUCT
Clean and air dry your Eagle Creek bag or travel accessories completely before storing to avoid mildew, delamination, leaks, or foul odors. There is no remedy for mildew damage. Storing your gear or accessories while they are damp (even just a little) could cause the polyurethane coating to soften, stick to itself, and potentially pull away from the main fabric. Prolonged exposure to moisture will cause coatings to become sticky. Store your gear and accessories in a cool, dry, temperate environment. Do not stack heavy objects on top of your gear and accessories and, if possible, stuff bags with clothing or crumpled-up paper to help maintain its shape. Odors, scratches, fading, and scuffs are considered cosmetic damage, do not affect the function of the bag and are not covered under the Eagle Creek Warranties.