The Mountain Hardwear Warranty Policy
We guarantee that the materials and workmanship in every Mountain Hardwear product will stand up to the use for which they were designed. This warranty does not cover damage caused by improper care, accident, or the natural breakdown of materials over time. Products should be returned to us for evaluation and will be repaired or replaced at our discretion. Damages due to improper care or accident will be repaired at a reasonable rate.
The Dry.Q Elite/AirShield Elite Comfort Guarantee
If for any reason you are not satisfied with the waterproofing, windproofing or breathability performance of your Dry.Q Elite jacket or pant, or with the windproofing or breathability performance of your AirShield Elite jacket or pant, just return it and Mountain Hardwear will, at our discretion, repair it, replace it or refund your full purchase price.
The Warranty Process
For international warranty questions or claims, please contact the Mountain Hardwear representative in your country. Click here for a list of International subsidiaries and distributors.
1. To begin the process, complete the warranty return form (US Customers Only).
Warranty Return Form
2. Send a copy of the form with your item to:
1414 Harbour Way South
Ford Point, Suite 1005
Richmond, CA 94804
Customers are responsible for shipping items to Mountain Hardwear. We will cover the return shipping. Please ensure that you ship the product with a reputable carrier that can provide tracking information and proof of delivery. We highly recommend FedEx or UPS. Customers are responsible for their product until we sign for delivery. All shipping must be pre-paid and insured. Mountain Hardwear can’t be held responsible for packages lost in transit.
California State law requires that all items accepted for repair be received freshly washed. This includes tents, sleeping bags and apparel. We understand that this may be inconvenient, but we must ensure the health and welfare of our staff to guard against possible pathogens and allergens. We don’t offer cleaning services. If it’s determined that your product needs to be cleaned upon arrival, it will be returned to you. Check out our cleaning instructions here.
Mountain Hardwear will issue a Return Authorization number upon receiving your item for evaluation. Our typical turnaround time is 8-10 weeks from the time we receive your product until it is returned to you. In rare cases, it may take longer.
Mountain Hardwear has a scheduled systems upgrade and implementation that will impact the processing of warranty claims from March 15th to April 8th, 2014. Any warranty received during our systems upgrade and implementation will be subject to a 12-15 week turnaround time. We apologize for any inconvenience this may cause. If you have any questions please contact us at 1-877-927-5649, Monday through Friday, 8:30am to 5pm PST.
Frequently Asked Questions
Defects in materials (zippers, buckles, fabrics, etc.) or workmanship (seam tape, construction, etc.) are covered for the standard lifetime of the product, and will be replaced or repaired at Mountain Hardwear’s discretion. Damages due to wear and tear, such as rips, tears, abrasions, UV degradation, misuse, neglect or natural breakdown of materials over time, are not covered, but can be repaired at a reasonable rate.
All Mountain Hardwear products are covered by our standard warranty, to the original owner, for the lifetime of the product. Unfortunately, this doesn’t mean your lifetime or ours, but rather the lifetime of the components and fabrics. Moving parts will wear out and fabrics will deteriorate and fade over time. We’ll cover your product under our warranty until such a time that we deem the product to be worn out beyond reasonable repair. A product showing signs of age (fabric that’s become thin or faded, or has developed tears; a zipper that no longer catches; fraying cuffs, etc.) is often the result of natural breakdown. We’ll take this into consideration when assessing your warranty request.
By taking proper care of your equipment you’ll ensure a longer lifetime for your gear. We highly recommend that you regularly clean your Mountain Hardwear products, and apply durable water repellent (DWR) when needed. We recommend all Gear Aid™ products. Proper care is the owner’s sole responsibility. Diminished performance and/or damage due to improper care will void
the terms of the warranty.
We’re passionate about the outdoors and the gear we make, and we manufacture all of our products to meet performance-elevated standards. We also understand that accidents do happen. The Mountain Hardwear Warranty covers defects in workmanship and materials. Skis, snowboards, crampons, axes and other sharp equipment can damage clothing and gloves upon direct contact. Rips, tears, burns and punctures sometimes occur during normal use, and are not covered under the terms of the warranty. Mother Nature can be one tough mamma, too. Use your judgment when assessing whether your product is likely to be covered under our warranty policy. It may simply be time to replace your product, and we hope to have the opportunity to provide you with superior quality products and service in the future.
If your Mountain Hardwear gear fails due to a manufacturing or workmanship defect, more often than not the repair route is our first option. Why? With nearly two decades in the business, we push innovative technologies when it comes to our repair processes, ensuring that we achieve the best results to extend the life of your product. In doing so, we strive to minimize our impact on the environment. If the product is irreparable, or if the cost of the repair exceeds the manufacturing cost of a new one, at Mountain Hardwear’s discretion we will offer to replace the item for an equivalently priced product. If this particular piece has become your all-time favorite, we understand you may not want us to exercise the option to replace. If this is the case, please let us know. If after assessment Mountain Hardwear determines your gear has exceeded its lifetime, and therefore does not qualify for a warranty replacement or a warranty repair, you may advise us to either dispose of the item or return it to you as is.
It depends on the extent of the damage, the materials required and the length of time needed to complete the repair. After your product is received and assessed, we’ll contact you to discuss the options and provide a final estimate. All non-warranty repairs must be paid for in advance.
The Mountain Hardwear Warranty solely covers products that have failed in the line of duty due to a manufacturing defect. The warranty does not apply to exchanges of any kind. Please contact the original point of purchase with inquiries. All purchases made via the Mountain Hardwear e-commerce site are accompanied by a return label and contact info. Exchanges, returns or refunds by any authorized Mountain Hardwear dealer are to their sole discretion. Restrictions may apply. Be sure to save your receipt and/or proof of purchase should you need to address this issue.
We process all items upon receipt to ensure the fastest turnaround possible. Our typical turnaround time is 8-10 weeks from the time we receive your product until it is returned to you. In rare cases, it may take longer. Avoid delays by carefully following the shipping requirements and sending the product freshly washed. While not required, it is a good idea to insure the package or get a tracking number. Mountain Hardwear cannot be held responsible for packages lost in transit.
We are unable to process any “rush” orders until our internal systems transition has finalized toward the end of April. We will update the website when we are able to complete rush repairs again. We apologize for the inconvenience.
We take immediate action to ensure the fastest turnaround possible, processing all items upon arrival. Our typical turnaround time is 8-10 weeks from the time we receive your product until it is returned to you. In rare cases, it may take longer. If we haven’t contacted you once you‘ve tracked the item to our location, please send us your tracking information at http://bit.ly/X4FN8z. Mountain Hardwear can’t be held responsible for packages lost in transit.
We love to empower our customers and know that you want to be out there having fun ASAP. If your buckle is broken or misplaced or you would like to replace a pole section/shock tip on your tent and want to save time, we would be happy to send you a new part. We also have a large archive of replacement parts for sale. Please provide your name and address, along with a description of what you’re looking for at http://bit.ly/X4FN8z.
Columbia Factory Outlets sell discontinued, sales sample and slightly blemished Mountain Hardwear apparel and equipment at discounted prices. Mountain Hardwear merchandise purchased at Columbia Outlet stores may be returned to any Columbia Outlet store for full refund or exchange within 30 days of the original purchase with a receipt. Some restrictions may apply.
While the Mountain Hardwear Warranty does not apply to these products in any form, our warranty department is available to repair products purchased at an outlet store for a nominal fee. We require receipt of purchase to repair any items purchased at an outlet.
We don’t offer alterations or modifications for any of our products, as they may hinder the product’s original design and therefore jeopardize its performance. This would also void the warranty on the item. Should you need any alterations, make sure to have them done by a professional third party that will guarantee their work. We recommend the following repair shops in the U.S.:
Boulder Mountain Repair
2746 47th Street
Boulder, CO 80301
Rainy Pass Repair, Inc.
4415 Stone Way North,
Seattle, WA 98103