Damaged Product Repair
Our products are designed and built to last a lifetime, so we strive to extend the lifespan of our products by repairing them whenever possible. This is not only the right thing to do to make good on your investment, but also reduces environmental impact and helps us with our goal to reduce Gregory’s overall carbon footprint.
If your product is covered under our warranty and needs some repair love, we’ll take care of all the repair and part costs as well as the return shipping expenses, but we do ask that you ship the product to us at your cost. We recommend using a carrier that will provide you with a tracking number, as we can’t be responsible for lost packages. Please submit this Warranty Claim form to start the process.
As you can imagine, we’ll need our repair center to take a look at the product before we can evaluate and determine if it can be repaired. At that time, we’ll be able to tell you which of the below scenarios applies to your product.
Out of respect for the repair technicians that will be handling your product, please be sure to send your pack to us in a reasonably clean condition. Visit our Product Care page for instructions.
If the product is repairable and is confirmed as being covered under our warranty, the product will be repaired by one of our skilled repair technicians and returned to you at no cost (we cover return shipping costs as well).
If the damage is not covered under our warranty but deemed repairable, we’d prefer to repair it for you to extend the life of the product. We will quote you a nominal fee which we use to compensate the skilled technicians in our repair center that will give your pack the love and care it needs.
If the product is covered under our warranty and it is damaged in a way that we can’t repair it, we will set you up with a new product at no cost to you. If your current model is no longer available, we’ll replace it with a comparable product of your choice.
In the unfortunate scenario when the product is not repairable and not covered under warranty, you can instruct us to either ship it back to you, or we have a program in place that recycles or reuses the product components to minimize what ends up in the landfill. Of course, we’ll offer you a great deal on a new Gregory product to get you back on the trail, so you can always take us up on that to help ease the pain of burying your old trail buddy!
DIY Replacement Parts
We keep a variety of replacement parts available for you, such as a hipbelt buckle to replace the one you accidentally slammed in the trunk or a sternum strap anchor to replace the one that popped off its adjustment track and got lost. Often times we avoid shipping packs to and from our repair center by simply sending you one of these parts that you can install yourself.
If the nature of your issue may be resolved with a DIY part replacement, please fill out our Contact Us form. To help us service your part request as quickly as possible, please include the name of the pack, the year purchased, and a detailed description of the part. It’s likely that we’ll simply follow up with a request for a picture and description of the part you are looking for.
If you prefer to give us a call, feel free to reach out to our customer service team. We can be reached at 1-877-477-4292 Monday-Friday 9:00am-6:00pm EST, excluding major holidays.