We promise that our gear will perform as good or better than the advertised performance levels for each product line. If you have an issue with one of our products we will provide a solution to keep it performing as promised.
How Do I Submit A Warranty Claim?
To submit a warranty claim you must return the product to Outdoor Vitals using our Simple Returns Process.
Please Note: The item(s) must be cleaned and must have a Return Authorization (from our online form found here) to be processed, inspected & resolved. Outdoor Vitals will not take responsibility for items that show up at our offices without having gone through the Simple Returns Process found below.
Orders outside of the USA will not be provided a shipping label or flat rate for shipping costs.
How Do I Return Or Exchange An Item?
Exchanges Are Handled As New Orders
If you like your product but need a different size or color please place a new order for the correct item and follow our Simple Returns Process below to get a refund for the original order.
Our standard Returns Eligibility Window is 30 days for new unused items.
Any item that needs to be considered for Returns, Warranty, or Repairs will follow our Simple Returns Process found below.
Outdoor Vitals Product Lifetime Warranty
Our gear is made with the goal in mind of balancing ultralight weight, performance, comfort and durability. We believe in the “Live Ultralight” mantra so we focus on ultralight weight and performance while maintaining durability thresholds established for each product.
Our warranty covers manufacturing & workmanship defects for the Expected Lifespan of our products. Expected Product Lifespan is determined by OV Gear Specialists using the following criteria:
- Product design intent & materials specifications
- Intended use of the product
- The specific issue encountered with the product
- The age of the product (based on Manufacture date)
While all of the gear that we produce does meet these standards, it is not indestructible, nor does our warranty cover any problem that is caused by wear & tear, improper cleaning, abuse, misuse, accidents or acts of nature (fire, flood, moths, etc.). Snags (including Zipper Snags), stains, pilling, discoloration, deterioration, burns, tears, holes or other unforeseen issues that don’t affect the performance of the product are not covered by this warranty.
*Sleeping Pad/Pillow seam welds and valves are covered for 3 years (The expected lifespan of a sleeping pad) however, punctures, tears or leaks in the fabric are not covered by this warranty. OV Foam Pads & Pack Liners are not covered by this warranty as they are consumable product. Items sold by OV but not manufactured by OV are not covered by this warranty they are covered by the warranty the manufacturer provides.
Can I get my gear repaired if it's outside of the warranty?
No problem, we can help with tips on repair or our inhouse repair service. Follow the steps below to see how to handle your issue:
- Check out our Care Guide to see if the issue is something you can solve yourself.
- If it's not something you can do contact support to see what they would recommend. Email us at firstname.lastname@example.org
- If it's a big repair you can send it to us following our Simple Returns Process. We will inspect your item and give you an estimate on cost.
Simple Returns Process Instructions
- Clean Your Item. If your item is out of the original packaging follow our care guide to clean it before shipping.*
- Find your order # and click here to initiate your Return
- Inside the Returns page you will need to select your reason for returning the item: request refund, request warranty inspection or request a repair
- Print out our shipping label and drop the package off at the carrier.**
Once your package is received at our warehouse it will be processed and a resolution will be emailed to you within 5-7 business days.
*Items shipped dirty, stinky (including smoke smells) or with pet hair will be penalized. Follow our care guidelines found here to ensure that you do not damage the item with improper care.
**International Shipping for returns is the responsibility of the customer and if anything is shipped back for warranty reasons the customer will be responsible for customs import taxes & duties to receive the item again. Orders outside of the US are not eligible for in house repairs- see our repairs section for alternative options.
Please Note: No resolution is guaranteed by your selection in the returns process or by anything that any employee of Outdoor Vitals proposes or estimates before the product is inspected in person by our gear team. Once the item is received and inspected on site we will email you the best option for your item based on the circumstances and our grading systems.
If the customer does not accept any of the proposed resolutions they will be invoiced for shipping to return the product back to them. Nothing will be shipped until the invoice is settled. If no response is received within 3 months the product will be donated to charity.