Policies

Katabatic's Limited Lifetime Warranty

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.

 

Katabatic's Return Policy

• All returns require a Return Authorization (RA) number.
  • Please request your RA from returns@katabaticgear.com, and include your order number and reason for return.
  • RA request must be submitted within 30 days of customer’s receipt of goods.
  • Write the RA number clearly on the outside of the return package.Packages without an RA may be declined and returned to sender.
• To qualify for a full refund:
  • Item must be in unused, new condition*.
  • All tags and labels are still attached.  If any tags/labels have been removed, we cannot sell it as unused/new, and we will refund 80% of the purchase price.
• Overfilled sleeping bags are custom and are non-returnable.
• Closeout items are non-returnable.
• Katabatic Gear is not responsible for return shipping, or items lost or damaged in transit to us. We suggest “signature required” and possibly insurance, depending on your confidence in the carrier. Please ship your return in packaging that will keep it safe on its way back to us. Sleeping bags should not be compressed to a size smaller than the box in which we shipped it to you originally. Compressing the down for continuous days during shipping could result in damage to the item, and render the item not returnable.

*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.

 

Shipping Policies

PLEASE NOTE: All carriers are experiencing delays in delivery. Times in transit displayed during checkout are estimates, and not guaranteed, even if the carrier states a guarantee on their website. INTERNATIONAL deliveries are experiencing particularly long delays, between 1 – 4 weeks added to times stated below, depending on the service selected. 

Katabatic Gear is not responsible for delayed, lost, stolen, or damaged packages. Though we wish there was more we could do, once your parcel leaves our facility, the carrier is responsible for its delivery. If you are not comfortable risking the loss, theft, or damage of your shipment from us, please select Route Package Protection during checkout.

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.

 

Route Package Protection

We are happy to be able offer Route Package Protection for customers who want to insure against the chance of a lost, stolen, or damaged shipment. If you purchase Route Package Protection, you will receive an email with your Route Order ID, and a link to resolve an issue. If your package seems to be lost, stolen, or arrives damaged, you simply click on the link in that email to begin your claim, or click here. 

If you add Route Package Protection to your order and file a successful claim with Route, you’ll be automatically refunded, or Route will order a new item on your behalf.

Route has guidelines for when you will need to file your claim, depending on the issue with your package.

• Lost Package: An item is considered lost if it never is reported as Delivered. This can also include if your order has been stuck in any shipping state OTHER than "Delivered." Order issues are considered "lost" after 7 days without a tracking status update (20 for international) and must be filed no later than 30 days from the last update.
• Damaged Item: Order issues for damaged item(s) can be reported right away. Damaged packages must be filed within 15 days from the date it was marked delivered. Please remember to include pictures of the item(s) and packaging.
• Stolen Package: Order issues for packages marked "delivered" yet not received are considered stolen, and must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not mis-delivered or easily found around the premises.
• All issues must be reported within 60 days of the order date, so keep this in mind if your item had a lead time to be finished in our shop before it shipped.
• Please note that Route does not cover packages that are delayed beyond the shipping timeline of the carrier, whether expedited or not, unless they fall within the lost or stolen parameters above.

For Route’s Terms and Conditions, please click here.

  

Domestic Shipping Details

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.

• Standard (2-10 business days) (Free for orders over $50): We will select either USPS or UPS services, depending on your specific address and costs provided to us by the carriers.

• USPS First Class Package: an affordable option for smaller packages that do not qualify for free shipping. Please note that this is a slow shipping option.

Additional options and estimated shipping times are provided during checkout.

 

International Shipping Details

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.

• USPS First Class Package: This is the most affordable, yet slowest option, and provides limited tracking information. Due to the effects of COVID on our shipping partners, these packages can take up to 6 weeks to arrive.  This service does not allow us or you to file a search or claim with USPS.

• USPS Priority Mail: Typically delivered in 2 – 4 weeks, and includes tracking service.

• USPS Priority Mail Express: The fastest of the USPS options. Typically delivered in 1 – 3 weeks.

• Additional options and estimated shipping times, when available, will provided during checkout.