Customer Service

General Warranty

Sherpa Adventure Gear warrants each product sold by Sherpa Adventure Gear or its authorized dealers to be free of defects in materials or workmanship. These defects must be brought to the attention of Sherpa Adventure Gear or authorized dealer by one year past the date of purchase, or for the maximum period allowed by the laws of your jurisdiction, if less. 

Excluded from coverage under this warranty are the following:

  • Products purchased other than from Sherpa Adventure Gear or from an authorized Sherpa Adventure Gear dealer
  • Products bought on close outs or at off price outlets 
  • Damage resulting from normal wear-and-tear or the natural deterioration of color and materials over an extended period 
  • Damage resulting from accident or negligence 
  • Damage resulting from abuse or misuse
  • Damage resulting from tampering or a customer modification
  • Damage resulting from exposure to a caustic substance

How is 'life of the product' determined? 

Our goal is to make superior gear that will last over extended periods of use. It must be understood that nothing lasts indefinitely. Materials will deteriorate and fade over time, and moving parts will wear out. If the product is showing signs of its age - for instance, the material has become thin or faded, there are rips and tears, the zippers no longer catch, or the cuffs are fraying - we 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. Gear used by an outdoor guide or adventure enthusiast for 150 days a year will by comparison, degrade faster than gear used by a weekend warrior. 

It is expected and recommended that the user follow the care instructions on our care label for all of our products. This extends the life of the product.

Returns and Exchanges

We accept returns and exchanges 365 days a year. If 60 days have gone by since your purchase, unfortunately we cannot offer you a refund, but we can offer an exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

What You Will Need to Do to Return Defective Products
Return the product to the store where it was purchased OR call Sherpa Adventure Gear for a Return Authorization Number ("RA#").

To obtain an RA#, please take the following steps:

  • Call us at 1-800-663-4446
  • Tell us WHAT you are sending back
  • Tell us WHY you are sending it back
  • Record the RA# and details for your future reference

To ship the Product back to Sherpa Adventure Gear, please take the following steps:

  • Please ensure product is clean 
  • Include a copy of the original proof of purchase or receipt
  • Include a brief description of the problem
  • Mark or identify the defective item with a piece of masking tape (if applicable)
  • Print the RA# clearly on the outside of the box
  • Ship the product to the following address:

    Sherpa Adventure Gear 
    ATTN: WARRANTY DEPT (RA____________)
    4129 Palisades Place
    Armstrong, BC 
    V0E 1B6 

    Please ship the product freight prepaid and insured (Sherpa Adventure Gear assumes no responsibility for products during shipment from the customer to our warehouse and original shipping charges are not refundable).

    If Sherpa Adventure Gear determines that the Product is defective, Sherpa Adventure Gear will either replace the product or repair the product. All determinations made by Sherpa Adventure Gear will be within Sherpa Adventure Gears' sole discretion and will be final.

    All returns by Sherpa Adventure Gear in the Canada will be sent using ground shipping.

    Refunds
    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Refunds and exchanges are processed within 72 hours of receipt of the goods.

    Late or missing refunds
    There is often some processing time before a refund is posted to your bank account. Please contact us at customerservice@sherpaadventuregear.ca, if you feel that sufficient time has passed and your credit has not posted to your account.

    Cancellation Policy
    If you decide to cancel your order, we will make every attempt to cancel it prior to being shipped. Once the product is shipped, you will have to begin the return process.

    Please note that every shipping courier has their own policies, you will need to contact them after your order has been shipped.

    Shipping/Delivery
    We will ensure that all packages are shipped in new condition to the address that you provide at checkout. As of right now, we only ship within Canada. 

    Sale items
    Only regular priced items may be refunded, unfortunately sale items cannot be refunded. Discount promo codes not valid on closeouts/discontinued items. Returns are not available on closeout items or discontinued items.

    Exchanges / Direct purchase or Gifts
    If you need to exchange an item please call customer service at 1-800-663-4446

    Call Us

    Customer Service

    Mon-Fri: 8:30am-4:30pm PST
    800-663-4446


    Basecamp

    Sherpa Adventure Gear

    4129 Palisades Place
    Armstrong, BC
    V0E 1B6

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