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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.
8am-5pm, Mon-Fri PST
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 up to 15 MB of pictures of your product when filling out our online Product Service Request Form. 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.
How do I make a Product Service Request?
To begin, fill out the Product Service Request form. You will need to read and acknowledge the terms of the Limited Warranty to complete the form.
After receiving the completed form, Arc’teryx will email you a confirmation of receipt. After reviewing the form Arc’teryx will follow up with next steps; which may include a Return Authorization Number (RA#) and shipping instructions.
How long will it take if I send my product to the Product Service Centre for assessment and/or repair?
We do our best to repair your gear efficiently. Shipments coming from the U.S. can take an extra week to reach our Product Service Centre in Canada. Our turnaround time—from the time we receive your product to the time we ship it back to you — is typically 4-6 weeks. Please keep in mind that this timeline is subject to change and that winter is our busiest season.
We will send you email updates when:
- You complete the Product Service Request form
- We process your repair form and RA number
- We receive your product at our Product Service Centre in Canada
- We have completed the product evaluation
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 happens if my product is not approved for warranty?
If we determine that your Product is not covered by this limited warranty, then we will return your Product to you, or if possible, repair your Product at a reasonable charge. You will be notified of a repair proposal before we begin the repair process. If you reject the repair proposal, the Product will be returned to you; provided, Arc’teryx reserves the right not to return Product that Arc’teryx determines is unsafe for use for its intended purpose without such repair.
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.
What happens if I’m unresponsive throughout the Warranty/Repair process?
We’ll try our absolute best to get in contact with you. If our Service Department doesn’t hear from you within 60 days from the last point of contact and determines that your product is not unsafe to use in its unrepair condition, we will ship your product(s) back to the address that was indicated on the initial Service Request Form. If your product is returned to you and you still want to have it assessed, please complete and submit a new Product Service Request Form to get the process re-started.
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.
How long is the Repair Turnaround Time?
The repair time is typically 6-8 business days. The repair time is variable and separate from the assessment time. It’s determined by the nature and need of the repair. If your product requires repair, this will affect the overall turnaround time.