Warranty & Repairs

Our Warranty Policy

We stand behind our products and ourGuaranteed for Good™ promise to make gear that's as durable and sustainable as possible. If there's a problem with your gear, we'll make things right, while always keeping sustainability in mind. 

We will replace any item that has been affected by a manufacturing defect for the lifetime of the product. A product’s lifetime is not an indefinite period of time—it's an estimate based on how well a product can realistically maintain its functionality. The way the product is used directly impacts the length of a product’s functional lifetime. Materials will deteriorate and fade over time, and moving parts, like zippers, buckles, snaps, and wheels will wear with use. This lifespan will be determined at the reasonable discretion of our Warranty & Repairs Team. Factors that will be considered include, but are not limited to:

  • Type of product, material, and intended use
  • How it was used, and the nature of the issue
  • Age of product

 

What's Not Covered

  • Dirty or unwashed items. Please clean your item before sending it in or it will not be accepted
  • Pilling, abrasion, pinholes, or other cosmetic wear and tear that does not affect the function and performance of the product
  • Rips, punctures, and burns (e.g., from a campfire) caused in the field or from normal wear
  • Products that shrink or are damaged when laundered contrary to our care instructions
  • Damage resulting from animals (e.g., your dog chewed up your hip pack)
  • Accidental damage, including the use of sharp blades when opening packages
  • Lost, stolen, or damaged during personal trips or while traveling

 

The Replacement Process

To file a claim, you can do so online or in person at one of our Cotopaxi retail stores. If your claim is approved as a valid warranty, your product will be replaced with the same SKU. If your product has been updated, you will be sent the latest version. If your product is out of stock or has been discontinued, you will receive store credit for the current purchase price. We are unable to provide refunds to the original form of payment.

I think my product is defective.

Submit a Claim

I need to get my product repaired.

Submit a Claim

I have a small rip or puncture and need a patch.

Submit a Claim

I no longer need this product, but it’s still in decent shape.

Trade It In

Warranty & Repairs FAQs

Choosing to repair rather than replace your product is a crucial part of Gear Stewardship—it’s the better choice for your product and the planet! We will attempt to repair any and all damage caused by accidents or wear and tear from normal use, for the functional life of the product. The initial shipping cost is covered by the customer, whereas the cost of the repair and return shipping is covered by Cotopaxi.

Our goal is to restore the product back to a functional, like-new condition. These repairs will most likely be apparent, but we do our best to match colors, thread, and material.

To commission a repair, it doesn’t matter if you’re the original owner, or where or when the product was purchased.

  • DIY Patches: Got small holes or tears? These can be permanently fixed with gear-specific patches. File a claim and we will happily get you started.
  • In-Store Assistance: Visit a Cotopaxi store, where our Retail Guides can perform minor fixes on-site, guide you through the process of getting the right patch, or help send your item to our Mama Llama for more complex repairs. Minor fixes include small tears and burns, as well as replacements for defective buckles, cord locks, and zipper pulls. Please call stores in advance to verify if they are open and can accept your repair.
  • Mail-in Repairs: We will determine the significance of the damage and then provide instruction on how and where to mail in your repair.
  • Extensive Repairs: If your repair requires extensive deconstruction and reconstruction, we may work with our partner Rugged Thread to get it properly fixed. We will provide a cost estimate and seek your approval before we move forward with this type of repair. Extensive repairs include zipper replacements, slider replacements, panel rebuilds, and large fabric patches.

Only original, unaltered, and unmodified items and workmanship are covered. Items customized through our group sales department are also eligible.

If the product was manufactured by another brand as part of a collab, all warranties will fall under their policy. Please check the respective brand's website for details.

All products sent in for Warranty or Repair must be clean. Unwashed products will be returned to you without a resolution of your claim. We cannot accept warranties or repairs for products shipped in from outside the United States.

International customers, including those in Canada, should work with the retailer where the product was purchased to resolve any warranty claims. We will work with the retailer to determine the best path forward at our discretion, whether that’s a functional repair, replacement, or store credit due to depleted inventory. The average turnaround time is 2–6 weeks, depending on the amount of work we have.

Still have questions?

Contact Us and we’ll be happy to assist you with any inquiries you may have.