All Katabatic Gear products are guaranteed to the original owner against defects in workmanship or materials for the lifetime of the product. Should a product fail due to a manufacturer’s defect we will repair or replace it, at our option. This guarantee does not cover damage due to accidents, misuse, normal wear and tear, alterations, improper care/maintenance, or damages caused by uses other than intended.
“Lifetime of the product” means the natural lifetime of the components, fabrics and materials of the warrantied product. Depending on a product’s exposure to the elements, and how it is used and cared for, zippers and snaps retire, DWR’s wear off, UL fabrics can deteriorate and fade. Our warranty does not cover products or components that have worn down due to such normal wear and tear.
*PLEASE NOTE: We have received returned products that could not be considered “new condition” due to stains or odors. Some skin care, hair care, or home care products may inadvertently stain fabrics. Oily hands or face may stain fabrics. Some cooking odors or odors from other gear/clothing may absorb into the product. Please take care until you are certain you are keeping your products, as we may not be able to fully refund an item that is not sellable as new to another customer.
PLEASE NOTE: All carriers are experiencing delays in delivery, especially INTERNATIONAL shipments. Times in transit displayed during checkout are estimates, and not guaranteed, even if the carrier states a guarantee on their website. We are not responsible for delays in shipment. Though we wish there was more we could do, once your parcel leaves our facility, the carrier is responsible for its delivery.
Katabatic Gear is not responsible for lost, stolen, or damaged packages when the FREE shipping option is selected, as this method does not include insurance. If you are not comfortable risking the loss, theft, or damage of your shipment from us, please select any shipping option OTHER THAN FREE shipping. All paid shipping options include insurance. If you select one of the insured shipping methods and your package is lost, stolen, or damaged, we'll start an investigation.
Investigations can take between 3-30 business days to complete, depending on the carrier and whether the shipment is domestic or international. If our investigation concludes that the package was in fact lost, stolen, or damaged, we'll replace the covered items. If items are no longer available, an alternative or refund will be offered.
To file an Insured Shipping claim on a potentially lost, stolen or damaged item, please email firstname.lastname@example.org with your name, order number, and concern. Upon receiving your request, a customer service representative will follow up within 1-2 business days, ask for any additional information needed, and walk you through next steps. If your package arrived damaged, please include photos of the damage when you email us regarding your claim.
If your tracking information shows your package has been delivered, but you did not receive the package, please wait 1-2 days in case the package was misdelivered and eventually arrives. You can also check with neighbors in case the shipment is at another nearby address.
If you entered the wrong shipping address upon checkout, notify us immediately to correct it. If the package has shipped before we receive notification of an address change, we will try to make the adjustment. This is not always possible, and additional charges may be incurred by you in order to redirect the shipment.
If a package is undeliverable, unable to forward, or returned to Katabatic Gear (Returned to Sender), the customer is responsible for shipping costs related to the second attempt at shipping to the correct or updated address.
If you have a deadline, we suggest using UPS. Our experience has been that they are typically timelier and more reliable than USPS. If you require UPS services, please select from those options offered during checkout. If you require USPS services (i.e PO Box, General Delivery, or UPS does not deliver to your address) please state this in our “Order Notes” area of the Shopping Cart.
International customers are responsible for customs duties, tariffs, Value Added Tax (VAT). etc., depending on your country. These costs are not included in your shipping charges. Additionally, we cannot declare lower values on customs forms or send items as "gifts." Click here for an online tool that will help you estimate the fees you might pay to import your Katabatic Gear.
If you refuse an international package or do not collect it from customs, any charges that we incur will be deducted from your refund, and you will not be refunded the shipping costs you originally paid.
All USPS International shipping options will transfer the package to the local country’s postal service once it enters the country of delivery.