Product Registration:
Frequently Asked Questions:
Where can I go to buy Mountainsmith products?
How do I care for my backpack?
Always store your backpack in a cool, dry environment. When it comes to washing your pack, hand washing works best. Simply soak your pack in warm water with a mild detergent. Take a soft-bristle scrubbing brush and gently scrub your pack clean. Hang your pack in a cool area to dry. There are many different gear-specific washes available at most specialty outdoor retailers. If you wish to wash your lumbar pack, you can do this in a Front Loading Washer, warm water, and mild detergent. Always hang packs to dry.
Most zipper failures result from wear to the coating on the inside of the zipper slider. Once this coating wears off, the metal abrades quickly, and the zipper slider no longer joins the continuous plastic coils securely. The plastic coids then tend to separate behind the zipper slider. One of the keys to zipper longevity is to keep them free of sand and grit. Never step on your zipper, and clean them by washing them with a garden hose with a pressure nozzle. Also, it is important to know the expanding capacity of your pack. Over-loading your pack will put stress on your zippers and could cause failure.
Do you have any spare parts for products?
We do have some spare parts for new and old products available. For lists of what is available, please see below.
Backpacks: Buckles, new elastic webbing, zipper pulls, and some lids, hip belts, and sternum straps. Lumbar packs: Buckles, new elastic webbing, shoulder straps, and zipper pulls. Hydration packs/lumbars: For our old, discontinued hydration series, we do have replacement bladders and bite valves. Trekking Poles: Rubber tips, snow baskets, and various plastic pieces. Dog Gear: Food and water bowls, leashes, buckles, dog beds, and fuzzy strap covers.
To obtain any of these items or to inquire about items not listed here, please call customer service at 800-426-4075
If my pack is 20 years old, is it still under warranty?
Yes, for manufacturer defects only – normal wear and tear is not covered.
No, we are not set up for walk-ins. Please see Warranty, Returns and Exchanges on the Info tab for policy information.
Do I need to clean my pack before sending it in for warranty?
Yes, please remove all personal items (carabiners, trash in pockets, etc) and at least give it a good brushing off before mailing it in. Extremely dirty packs will either be sent back to the customer or charged a fee for the cleaning of their packs prior to repair.
Do you have a pro purchase program?
Where can I purchase Mountainsmith products in Europe?
Please go to www.Mountainsmith.net
Customer Service:
If you are experiencing any problems or have any questions about your Mountainsmith equipment our Customer Service Department is here to help. Please feel free to email us at websales@mountainsmith.com or call us directly at (800) 551-5889.
Order Processing:
We are open 8am-5pm MST Mon-Fri and are closed on weekends. Orders placed over the weekend will not be processed until Monday morning. Please see shipping polices and rates for order turnaround time.
Payments Accepted – we only accept Visa, MasterCard, Discover, and American Express. We do not accept payments via check, money order, or cash.
Changing/Cancelling Orders – to change or cancel an order, please email us at websales@mountainsmith.com or call us directly at (800) 551-5889 and, if your order has not already been processed and shipped, we will make the adjustments you need. If the order has already shipped, we cannot make these adjustments.
Warranty:
Most Mountainsmith products are covered by a Lifetime Warranty against materials and workmanship defects. There is a limited 1 year warranty only on our wheeled pieces. All warranty returns must be accompanied by a return authorization number (RA #). Products found to be defective will be repaired or replaced at our discretion and Mountainsmith reserves the right to make all determinations as to the use of this policy. Products failing due to normal wear and tear, abuse, accident, critters, or natural breakdown of materials over extended use and time will be repaired for a nominal fee. We will not repair product requiring a fee unless approved. To submit a warranty claim or send us an item for repair please contact our warranty department at 800.426.4075 for a return authorization number. To ship items in for warranty, you can use any carrier you want but ALL items must be addressed as:
Mountainsmith
Attn: Warranty, RA#
18301 W. Colfax Ave, Bldg P
Golden, CO 80401
The RA# must be written in plain sight on the outside of the box – keep track of this as it is how we keep track of your item. Please label areas for repair on pack with a piece of tape and include a short note detailing what is broken on the pack. Turn around time for warranty items can be up to 6 weeks but we try to move things along faster than this. Please feel free to call us with any questions at (800) 426-4075.
Spare Parts are available for new and old Mountainsmith products, please feel free to email us at websales@mountainsmith.com or call us directly at (800) 426-4075.
Returns & Exchanges:
Mountainsmith accepts returns/exchanges for products purchased from www.mountainsmith.com. For returns/exchanges you have purchased from one of our Specialty Outdoor Retailer Stores please contact them directly for their return/exchange policy.
Returns:
To return any items purchased from www.mountainsmith.com, please send it back to us at:
Mountainsmith
Attn: Returns
18301 W. Colfax Ave, Bldg P
Golden, CO 80401
Please include your order #, name, address, daytime phone number, email address and the items being returned, and why you are returning them on a note in the inside of the box. Please email websales@mountainsmith.com or call (800) 551-5889 with any questions.
Please allow 5-7 business days to be refunded your original purchase price for your return. Refunds for returns will not be processed until product is received at Mountainsmith and will be processed in the original form of payment.
Exchanges:
To make an exchange, return your order using the above instructions and simply place a new order on our website. Refunds for returns will not be processed until product is received at Mountainsmith and will be processed in the original form of payment, please allow between 5-7 business days to see your refund. Your new order will be processed when we receive the order.
Return/Exchange Shipping Policies:
It is your responsibility to pay for return shipping charges and we recommend you use a shipment method with a tracking number but it is not required. We are not responsible for items sent back without a tracking number. If your item is defective or you were sent the incorrect item, we will reimburse you for reasonable shipping charges. Please package your return inside a box – if it is returned to us damaged due to bad packaging, we will not be able to reimburse you for the item. Any items sent back in unsellable condition will be sent back to the customer with no refund issued.
Shipping Rates and Policy:
| Order Value | Ground | 2nd Day | Next Day |
|---|---|---|---|
| $00.00 - $49.99 | $8.50 | $23.50 | $28.50 |
| $50.00 - $99.99 | $10.95 | $25.95 | $30.95 |
| $100.00 - $199.99 | $12.95 | $27.95 | $32.95 |
| $200.00 + | $13.95 | $28.95 | $33.95 |
| *Oversized item may have an additional charge of: | $20.95 | $40.95 | |
| * You will be contacted if additional charges apply prior to shipment | |||
| UPS Ground | 2-3 business days to be processed. 2-7 business days for delivery. |
||
| UPS 2nd Day or UPS Next Day |
1-2 business days to be processed. 1-2 business days for delivery. |
||
| Alaska & Hawaii shipped UPS 2nd Day or UPS Next Day. | |||
| No shipments will be shipped via United States Postal Services (USPS). Sorry we are unable ship to P.O. Boxes, Military APO/FPO address or internationally at this time. | |||
Here you will find warranty information, return/exchange policy, shipping rates, frequently asked questions, product registration details and more. If you have additional questions, please contact customer service (800.551.5889), we will be happy to assist you.
