› Spring 2010 COLLECTION

Warranty & Repair Policy

Arc'teryx proudly guarantees the quality, performance and fit of all our Veilance products. Items with defects in materials or workmanship during the practical lifetime of the product will be replaced, repaired, or refunded at the discretion of Arc'teryx. Product damaged through wear and tear, misuse or neglect may be repaired at a nominal charge.

All items being returned to Arc'teryx MUST be accompanied by a Return Authorization Number (RA#). This information allows us, when necessary, to preemptively correspond with Customs officials about your returned item. Unfortunately, items shipped to our Returns Facility without an RA number will not be cleared for import by Customs.

Warranty & Repair Policy Questions

How do I submit an item for warranty or repair?

For ease of service, we recommend that you return your product to the store that you originally purchased the item from. Alternatively, if you wish to initiate the return process yourself, please follow these steps:

For Customers in NORTH AMERICA:

To return a Veilance item for warranty or repair, you will need a 'Return Authorization Number' (RA number), which can be obtained from an Arc'teryx Representative.

To complete a Warranty or Repair request, please follow these steps:

• Complete the online Warranty or Repair Request Form or call our Return Centre directly at 1.888.326.9900 (toll-free in North America).
• Obtain a Return Authorization Number (RA number) - An Arc'teryx Representative will provide you with your specific RA number and instructions on how to proceed .
• Write the RA number clearly in the appropriate field on the Product Return Label provided with your garment, and affix the label to the outside of the package or write the RA number on the outside of the package.
• Prepare the item for shipping - Visit www.FedEx.com or call 1.800.GoFedEx (1.800.463.3339) to find your closest drop-off location.

Please do not send your item back to Arc'teryx without your RA number. This information allows us, when necessary, to preemptively correspond with Customs officials about your return.

Warranty or Repair Request Form | Toll-free North America 1.888.326.9900

For Customers in EUROPE:

To return a Veilance item for warranty or repair, you will need a 'Return Authorization Number' (RA number), which can be obtained from an Arc'teryx Representative.

Please complete the online Warranty or Repair Request Form or call our Return Centre directly at 1.604.454.9900 (international calling rates apply).

We will issue a Return Authorization Number (RA number) and full instructions for returning your garment.

Warranty or Repair Request Form | Tel: 1.604.454.9900 (international calling rates apply)

For Customers in ASIA:

For customers in Asia returning a Veilance item for a warranty or repair, please visit any Veilance Retailer location.

You can find a list of Veilance dealers on our Find A Store page.

NOTE: Refunds are issued in the original form of payment.

For any other questions or concerns, please contact our Customer Service Department by phone 1.866.259.6656 (Toll-free North America) or 1.604.960.3163 (international calling rates apply), contact us online, or visit our Frequently Asked Questions for more information.

How can I contact you with questions?

Either complete our Warranty or Repair Request Form, or call us on 1-888-326-9900 (toll-free North America), or 1-604-454-9900 (international calling rates apply), weekdays between 9:00am and 5:00pm PST.

What is and isn't covered under the warranty policy?

Defects in materials or workmanship are covered for the practical lifetime of the product. Material refers to zippers, buckles and fabrics. Workmanship refers to seams, seam tape and construction. Damage due to wear and tears such as rips, tears, abrasion or UV degradation, misuse or neglect is not covered under our warranty policy but may be repairable for a fee.

What does "practical lifetime" of the product mean?

We build our products to last over extended periods of use, but nothing lasts indefinitely. Fabrics will deteriorate and fade over time and moving parts will wear out. We will cover your product under our warranty policy until such a time that we have deemed the product to be worn out beyond reasonable repair. If the product is showing the signs of its age—for instance, the fabric 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. We recommend that you visit our Product Care page for more information on how to wash and care for your equipment.

Will Arc'teryx repair my product or replace it?

If your Arc'teryx Veilance product fails due to a manufacturing defect, where possible, we will repair the item at no charge to you. We have repair centres in both Europe and North America that employ the same custom machinery and techniques that we use to create the original products. If the product is not repairable, or the cost of the repairs exceeds the value of the product, we may, at our discretion, choose to replace the product instead.

What happens if I rip or tear my jacket or pants?

Rips, tears, burns and punctures can occur during normal use and are not covered under the terms of the warranty. To assist you in keeping your product in optimal working condition, we offer a variety of repairs for a reasonable charge. Contact us and we will be happy to discuss your options.

What if I want to have my garment tailored or altered?

We understand that sometimes you may wish to alter your garment in order to accommodate your needs. Unfortunately we do not have the capacity to do custom alterations or modifications to our packs or garments at this time. For products made from GORE-TEX© fabrics we suggest using a GORE-TEX© authorized repair facility for alterations. There is a list of GORE-TEX© authorized repair shops in your area on the GORE-TEX© website. If you are located in the USA we suggest using Rainy Pass Repairs for your alteration needs; they are GORE-TEX© certified and we find their work and service to be excellent.

Do alterations void my warranty?

We understand that individuals may, on occasion, wish to tailor their Arc'teryx veilance products to suit their needs. If something should fail which is unrelated to any alterations, Arc'teryx will stand behind our products, provided that the Arc'teryx product is being used as intended. For a list of alteration facilities in your area, please visit the GORE-TEX© website.

How long will it take for a warranty repair or replacement?

Our typical turn-around time is three to five weeks after we receive your Arc'teryx product. We will provide you with more accurate expectations once we receive and assess your product.

How do I prepare my item for return to Arc'teryx?

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 cleaned before being sent to us. Products that arrive unwashed may be subject to a cleaning fee before assessments can be made.

Please remember to obtain a Return Authorization Number (RA#) BEFORE you send your item back to us for repair. Please complete our Warranty or Repair Request Form to initiate the process.

What do repairs cost?

Repairs covered under the terms and conditions of our warranty policy are performed at our expense. Costs for non-warranty repairs will vary depending upon the situation. We will provide you with as many repair options as possible based upon the amount of work and materials required and the expected end result. After we have received and assessed your product, we will be able to contact you with repair options and costs. Repairs requiring payment will never be performed without your authorization.