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:
Note: We are following recommendations from our local health authorities for COVID-19. Due to a high volume of contacts and limitations to our office capacity, our response may be delayed.
Americas: 8am-5pm, Mon-Fri PST
Europe: 9am-5pm, Mon-Fri
Contact Us Form
Currently, our response time is 2 to 3 business days.
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. Product damaged through wear and tear, misuse, or neglect may be repaired at a reasonable price.
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 to do once I receive my Return Authorization Number (RA#)?
After receiving a Return Authorization Number (RA#) and shipping instructions you must then ship your Product to the address provided by Customer Service, referencing your Return Authorization Number (RA#), as directed by Arc’teryx Customer Service.
In order to comply with health and safety regulations, as well as for the protection of our staff, we kindly ask that all products be freshly laundered before being sent to us. Products that arrive unwashed will be subject to wash a fee before assessments can be made. To find out how to properly clean your garment, please visit the Product Care page
What will happen once my product has been received?
An Arc’teryx Service Representative will examine your Product. We reserve the right to perform testing to determine if your Product is subject to this warranty.
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 approved for warranty?
If Arc’teryx determines that your product is subject to this warranty, Arc’teryx will, during the Warranty Period, in its sole discretion: (1) repair the product at no charge for labor or parts, (2) replace the product with the same model product,(3) replace the product with a comparable product should your product be discontinued or otherwise unavailable, or (4 - North America Only) provide you with a voucher to be used toward the purchase of other Arc’teryx products on www.arcteryx.com.
How are shipping costs handled?
Customers are responsible for all costs relating to the shipment of product to Arc'teryx. Arc'teryx will then cover the return shipping costs. 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 the garment/item that I currently own?
Please note, CA#34438 is our manufacturing number which is written on all Arc’teryx made products. This is not a specific product identification number.
There are 2 main ways to find the name of a product you own depending upon the age of the product:
1) As of Fall 2017, Arc’teryx started including the name of the specific product on the white care label on each garment. This allows you to conveniently identify your product.
2) If your product was designed before Fall 2017, you can locate a four or five-digit model number on one of the tags. These can then be emailed to us, or you can call us with any of these numbers and we will attempt to identify which product you are referring to. Alternatively, you can email us a picture of your item and we will endeavor to identify the product for you.
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.
What is the Assessment Time?
The assessment time includes the time we receive your product at our Vancouver Service Centre to the time you are contacted by a Service Representative. You will be contacted with the outcome after they have completed evaluating your product.
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.