Can't Find what you are looking for?
If you are unable to find the information you are looking for in the customer support centre please contact one of our Customer Service Representatives and we will help answer your questions.
Customer Service Hours:
Americas: 8am-5pm, Mon-Fri PST
Europe: 9am-5pm, Mon-Fri
RETURNS & REFUNDS
Do you want to return a new item that you purchased online at Arcteryx.com?
Arc'teryx is proud of the quality and performance of all our products. Items covered under our Limited Warranty will be replaced or repaired at the discretion of Arc'teryx for the practical product lifespan.
Please include pictures of your product when filling out our online Product Service Request Form (up to 9 MB per file). Your pictures will help us identify the issue and solutions we can provide.
*Note: Please do not send your item back to us without first obtaining a Return Authorization Number (RA Number). We cannot process returns without the RA Number.
Please select a guaranteed delivery service that provides parcel tracking information, insurance and proof of delivery. Arc’teryx is not responsible for items that are lost or damaged during shipping and cannot replace parcels lost during return shipment if proof of tracking is unavailable.
Product Service FAQ
How long does this Limited Warranty last and what is covered?
|Packs (other than Voltair Airbag and related accessories)||Practical Product Lifespan (defined below)|
|Footwear (other than ski boots)||1 year from date of purchase|
|Climbing Gear||2 years from date of purchase|
|Voltair Airbag Battery||1 year from date of purchase|
|Accessories||Practical Product Lifespan (defined below)|
|Apparel||Practical Product Lifespan (defined below)|
|Voltair Airbag (excludes battery)||3 years from date of purchase by the original purchaser or 50 inflations, whichever occurs first|
|Ski Boots||1 year from date of purchase|
Certain conditions and exclusion apply. See full Limited Warranty for details.
What does Practical Product Lifespan mean?
Practical Product Lifespan means the usual and customary wearable life of the product. The Practical Product Lifespan does not mean for your lifetime or mean a time period that is indefinite. The manner in which the product is used directly impacts the usual and customary wearable life of the product, as materials will deteriorate and fade over time and moving parts will also wear.
Arc’teryx Products are designed for long life and durability, if care instructions are followed carefully. If your Product appears worn out, then it may be time to replace your product and we hope that Arc’teryx will be a part of your next buying decision. Practical Product Lifespan will be determined in the reasonable discretion of an authorized Arc’teryx Customer Service representative who shall take into account at least the following factors: the type and nature of the Product, the nature of the use of the Product, nature of the Product issue involved, and age of the Product. The Arc’teryx Customer Service representative may require consumer information in order to make the foregoing determination and may not be able to make a determination without such accurate information from the consumer.
What if I have an issue with my product?
To begin, click on Start Product Service Request at the top of this page. Here, you can let us know a bit more information about you and your product including what kind of issue you’re experiencing.
Once we've received your request, we'll complete a full review and let you know how we can help.
How long will it take for my product to be assessed or repaired?
We do our best to review your product as quickly as possible.
Before submitting your request, you can see the current assessment time at the top of our Product Service Request form. This will give you an idea of how long it will take for us to review your product and see what we can do to help.
As we work on your request, we will be in touch with any important updates along the way.
Repair is not included in the assessment time, however if your gear can be repaired by us, we will let you know and confirm the estimated time for the repairs to be completed as well.
What will happen once I submit my Product Service Request?
Once we receive your request, our team will complete a full assessment to identify the issues you’ve described and the options we have available.
To help us complete this review quickly, we ask that you please include clear pictures of your product and be as descriptive as possible when telling us about the issue you are experiencing. We may request that you send your product to us for a closer look or to pursue potential repair options.
What if my product is no longer covered by the Arc’teryx Limited Warranty?
We try to keep our products going for as long as possible, and we review each Product Service Request on a case-by-case basis.
If a product has reached the end of its practical lifespan and is beyond our Limited Warranty, we will look for alternative solutions or recommendations for you to keep your gear in action.
In some cases, however, we may complete our assessment of a product and find that there are no long-lasting solutions we can provide to help keep it in the field.
What happens if my product is covered by the Limited Warranty?
If your product meets the conditions for coverage described in our Limited Warranty, we will help you find your way into a new product or offer repair options for your current one at no charge.
How are shipping costs handled?
For service and repair, we ask that you arrange for your product to be shipped to us and we will cover any shipping costs for returning the product to you.
When setting up your product to be shipped to us, please select a guaranteed delivery service that provides parcel tracking information, insurance and proof of delivery. Arc’teryx is not responsible for items that are lost or damaged during shipping and cannot replace parcels lost during return shipment if proof of delivery is unavailable.
Do alterations void my warranty?
Unauthorized modification or alteration including any repair done outside of Arc’teryx Customer Service is not covered by the Limited Warranty.
How do I determine the name of my product?
With most Arc'teryx products, you can find the model name on the white care label inside of the product
If the name is not on the label you may find a four or five-digit model number, which you can provide to us and we will attempt to determine the model name. Alternatively, you can email us a photo of your item and we will identify it for you.
Please note, CA#34438 is marked on all Arc’teryx products and is not a specific product identification number.
As part of the Arc’teryx voluntary Procline recall, how can I return my procline boots?
Procline boots are to be returned directly to Arc'teryx for repair. Please visit recall.arcteryx.com/procline-boot for more information.
Can I have my product repaired if it is no longer covered by the Limited Warranty?
We try to find repair options whenever possible, however, some products may not be repairable due to age, condition, or nature of the damage. With that being said, every case is different, and we will be happy to review your product to see how we can help.
Are collections covered under the Arc’teryx Limited Warranty?
Yes, all Arc’teryx products including collections such as Veilance and System A are covered by the Arc’teryx Limited Warranty.