Most companies have a “lifetime” warranty and then creatively explain how a lifetime means 5 years. When we say lifetime, we mean it. All WANDRD products are covered by our WANDER MORE WORRY LESS lifetime warranty. This means that for as long as you own your WANDRD gear, we will make sure your bag is free from manufacturing defects and is functioning properly. We are committed to making the absolute best gear available and are here to back it up.
While we get love mail just about every day for our world class customer service, please know that there are limitations to this warranty. This warranty does not cover damage caused by accident, normal wear and tear, or negligence (no, we won’t replace your bag if your crazy ex takes an axe to it). This warranty also does not cover cosmetic issues. If your bag doesn’t have any scratches, you’re probably not going hard enough. Just saying. But if you ever experience a manufacturing defect that affects the functionality of the product – we will either repair or replace your product with gear in the same or better condition. Because we are committed to keeping bags out of a landfill, you may receive a pre-owned replacement that has been inspected and cleared to be fully functional.
If any of your questions aren’t answered below, please reach out to our all-star Gearologist Team for additional information (firstname.lastname@example.org).
How many times can I file a claim?
If you purchased a bag and have filed more than 1 claim on the same product and repeat issue, we will consider the second claim to fall into our negligence and improper care of the bag or require all previously claimed items to be returned to us before issuing a new claim. We don’t offer more than two claims per product.
How do I file a claim?
Use the form below or reach out to us at email@example.com to begin the claim process. Make sure you have images of the defect and proof of purchase (order number or store receipt) before starting your claim. We will not extend warranty coverage without order number and receipt that match you and your purchase.
Do I need to physically have the item I am filing a claim on?
Yes, we will not offer coverage on any item that has been thrown away before a claim was filed.
How long does the claim process last? Typically once we receive a claim form, it takes between 1-2 weeks for replacement or repairs to take place. We work as quickly as possible so you aren’t without your daily carry! We will also email you once your claim has been completed!
Do I have to return the damaged item?
Yes, we do expect to have all defective items returned to our warehouse within 15 business days of claim date. Failure to return damaged items may result in a declined future warranty claim. For second claims, we require the damaged item to be returned before a replacement will be shipped.
What is considered a defect vs normal wear and tear?
We consider a defect to be a breakdown that leaves the bag unusable or hinders proper use. We typically do not consider cosmetic issues like scratches or stray seams to be a defect. Our manufacturers lay several hands and eyes on each bag during the construction process and small inconsistencies may be seen in each bag. Normal wear and tear are what we start to expect to see after a product has been used and loved for a long period of time and are usually cosmetic in nature. This includes fabric breakdowns on areas where it naturally rubs against your body or waistband and buckles.
Can I just get a refund instead?
Short answer, no. We don’t offer refunds and returns for items qualifying for warranty coverage. If approved we will send you a replacement of the item in question. We don’t allow for item changes at this time as well.
If I make changes to the pack, like alter a seam or remove something sewn in...can I still call in a warranty claim?
We work hard to create each product to fit the largest variety of gear and lifestyles, but please reach out if you find something that doesn’t work with your bag. Making permanent changes to the original design will void your warranty.
Does the warranty cover me if I don’t wash the pack correctly or accidentally spill something on it (cue cat peeing on bag)?
Nope. First of all, as much as we love cats (Heather), our WANDRD gear is precious and we never let our animals use it for a pee pad. We have our cleaning recommendations on the website under the FAQ page and straying from this will void the warranty.
What is negligence?
We hope that you treat your bag like a best friend, but if you load it beyond the max weight, let it sit in chemicals (yes, this has happened), or leave it in a car to bake the warranty won’t apply. While WANDRD bags are meant to be used and loved in the wild, these and other acts can fall into the negligence category. This is left up to the discretion of the Gearologist team to decide, you are in good hands.
Can I sell or gift my damaged bag?
We encourage you to reduce waste and not dispose of a damaged bag in the event that you get to keep it. It’s nice to keep around in case you ever need to pull pieces off for small repairs down the road. If it’s beyond repair, try repurposing the bag rather than just tossing it in the garbage. If you make the choice to gift your bag (please never sell a WANDRD item) note that the warranty will not follow the new owner and it is gifted “as is.”
Do I have to pay import taxes on my warranty replacement?
Yes, you may be charged import taxes on your warranty replacement as this is still a new product coming from abroad into your country. Please note that customs clearance and the payment of import taxes on replacements (if applicable) are the responsibility of the customer and do not qualify for any refund.
Have an issue with your gear? Please let us know using this form. Make sure to include your order number and any other relevant information.