Warranty

Most brands promise a “lifetime warranty” and then somehow decide a lifetime means five years. Not us. When we say lifetime, we mean it. Every WANDRD product is backed by our WANDER MORE, WORRY LESS Warranty—for as long as you own your gear. If something fails due to a manufacturing defect and your bag stops working the way it should, we’ll make it right.

Of course, there are some limits. This warranty doesn’t cover accidents, normal wear and tear, or damage caused by third parties (sorry, if your ex takes an axe to your bag, that one’s on them). Honestly, we think a few scuffs and scratches add character—if your bag’s spotless, you’re probably not pushing it hard enough.

Before submitting a claim, check out our detailed Q&A below. Still have questions? Our Certified Gearologists are always here to help at support@wandrd.com.

File a Claim

Questions

What does the warranty cover and what does it not cover?

The warranty DOES cover damage to your product caused by a manufacturing defect that deems the bag unusable, causes a complete loss of functionality, or causes risk to the protection of your gear inside. Possible examples of this would be full zipper failures, strap failures, or any other issue that renders the bag unusable. We always want you to be confident that your bag will protect your gear!

The warranty does NOT cover damage caused by normal wear and tear that doesn’t affect the function of the bag, damage done by travel employees, or accidental damage. These include, but are not limited to: scratches, blemishes or scuffs in the material, minor seam rips, discoloration, accidental damage, improper packing, product negligence or misuse, lost pieces or accessories, third party modification, damage done to the product by travel employees, pet damage or damage caused by acts of God. If lightning strikes your bag, well shit, send us a picture because that’s a kick ass story, but we can’t warranty that.

What will we do to correct a defect?

Our warranty resolution experts are empowered to provide the best resolution for the individual issue. If the bag has lost all functionality from a defect (NOT accidental damage or normal wear and tear), then we’ll help you replace it no questions asked, but if it’s something like a minor seam rip or broken zipper pull, we’ll send you a new part or cover the cost of getting it repaired at a local shop. (Up to $50 USD/€50 Euros) We take our commitment to the environment seriously, and having a bunch of scuffed up WANDRD bags in landfills hurts us all, so we’ll try and do what we can to repair the one you have first!

How long does my warranty coverage last?

Lifetime! I guess we could just say 100 years, but if you’ve had your bag for 100 years, then you’re a time traveler! Tell us all your secrets because we haven’t been around that long! But ultimately, if you’re the original owner of the bag and you have your original order number or receipt, then for as long as you own your bag, we’ll always make sure to keep it free of manufacturing defects!

Is my bag purchased second-hand still covered by warranty?

No. Any bags purchased second-hand from individuals or an Unauthorized seller are NOT covered by the warranty. For example, any bag purchased on Desert Cart, AliExpress, TaoBao, eBay, or sellers on Amazon that are NOT us won’t be covered. So if your neighbor Chad sold you his bag, then go out and use it to its fullest, but we aren’t able to warranty it. Make sure you double-check our store locator or reach out to our team to make sure the merchant you want to purchase from is one of our authorized dealers.

What items are not covered by the lifetime warranty?

Hats, socks, face masks, mask filters, water bottles, clothing, and other apparel are not covered by warranty.

What do I need to do to file a claim?

Great Question! You’ll need the original order number or receipt, a few clear pictures showing the defect, and then fill out the warranty form here.

Can I transfer the warranty to someone else?

No. We’re only able to honor warranties for the original owner of the item, purchased through us or an authorized retailer. Turns out your mom was right when she told you to keep your receipts! Make sure you double-check our store locator or reach out to our team to make sure the merchant you want to purchase from is one of our authorized dealers.

The airline trashed my gear, is this covered under the warranty?

Damage done by travel employees is not covered by our warranty. However, most airlines actually ask that you file a claim with them if they damage your bag to help you replace it!

I submitted a claim, how long will it take before I hear back?

We process warranty claims chronologically and cannot fast-track any requests. Expect to hear back from us within 1-2 weeks to the same email you provided! If, for some reason, 2 weeks go by and you haven’t heard from us, please feel free to reach back out. Or maybe even check your spam folder for a missed email!

Why was my warranty claim for a full replacement denied?

We get it! Getting unexpected news is never fun, and honestly, we don’t like giving it, but here’s the deal: We take our commitment to minimizing our environmental footprint seriously. We all only have one planet to live on, and having a bunch of barely scuffed WANDRD bags in a landfill hurts us all. That’s why imperfections caused by regular wear and tear or misuse aren’t covered. So, for example, if your brother-in-law Steve accidentally leaves your brand new PRVKE on top of his barbeque while borrowing it and forgets about it for 40 minutes while he’s smoking brisket and melts the bag, that’s not something we can cover… Was that too specific? Yeah, thanks a lot Steve.

You offered to cover a repair for my bag, can you fix it for me?

We currently do not offer in-house repairs. However, for small repairs such as stitching, we are happy to refund you up to $50 USD or €50 Euros via PayPal for a third-party repair if a receipt can be provided! Please reach out to our support team for more info!

Is it possible to upgrade to a newer model or different product with a warranty?

All items that need to be replaced will be replaced with the same version and color of the defective item you are claiming warranty for. We can only replace it with a newer version if we’ve permanently run out of stock of an older version. If a full replacement is needed, we’ll send you a promo code to our site to cover the cost of the SAME ITEM to allow you to purchase it again!

How many times can I file a claim?

It depends on the situation, but please bear in mind that submitting multiple claims can be considered negligence. A good rule of thumb if you’re asking yourself if you should file a claim or not is to do so only if your bag experiences a loss of functionality and risks protection of your gear. If you just scratched it up from hiking the Rockies, wear it with pride and tell the story!

Do I need to physically have the item I am filing a claim on?

Yes, we will not accept any warranty claims for items that have already been disposed of, as you may be asked to return it!

Can I just get a refund instead?

No. We currently don’t offer any refunds for items outside the 30-day purchase window without the original packaging and tags. Items outside the 30-day window fall under the warranty and will be replaced or repaired.

If I make changes to the gear, like altering a seam or removing something sewn in, can I still file a warranty claim?

While we love the personalization of your bag, it will depend on the situation. Any modifications to the bag that caused a failure of the product are not covered.

Do I have to pay import taxes and shipping on my warranty replacement?

Depending on your country's import laws, you may need to clear customs and be charged taxes on your replacement order. We are also unable to cover the outbound shipping of your replacement bag. We will cover the cost of your replacement bag, but we cannot cover shipping, taxes, or customs. We are not responsible for clearing customs or for any tax levied as a result of this clearance.

Will you replace stolen or lost items? What if I lose an accessory off my bag?

No. Stolen or lost items are not covered by our warranty, however, we have most accessories available for purchase on our site if you ever lose anything! Check out our Extra Parts page, and if the part you’re looking for isn’t on there, feel free to reach out, and we’ll see what we can do!

I no longer have the order number or invoice for my purchase, can I still file a warranty claim?

We’re unable to process warranty claims without an original order number or proof of purchase from an authorized dealer (invoice, receipt, screenshot of an order confirmation under your name). If you purchased it on our website, we can cross-reference some info and find the order # for you, so please reach out to us if you no longer have your order #! If you purchased your item from a retailer, we kindly ask that you reach out to the shop for a duplicate of your invoice before filing a claim on our website. Warranty claims submitted without the original order number will be denied.