If something is wrong and is our fault, we will make it right.
That's our guarantee.
Tortuga Backpacks is a small business. We live and die by our reputation, not by our advertising budget. If you have a great experience with Tortuga, we're both happy.
All of our products are built to last. However, stuff happens. If you have a problem, let us know, and we'll fix it as best we can. We trust that you aren't trying to screw us over and hope to earn the same trust and respect from you. When something is wrong, we'll work together to make it right.
Many of our competitors are huge corporations. VF, an $11 billion corporation that only stands for money and buzzwords owns The North Face, Eagle Creek, JanSport, and Eastpak. You'll notice that their website is filled with hollow corporate speak and stock photos. Sad.
Tortuga Backpacks is a small team of two travel lovers who happen to have grown up together. We've seen the world and are hungry for more. We build luggage for city travel. That's who we are and what we stand for.
Tortuga Backpacks was started by two best friends, Fred and Jeremy, from a small town north of Pittsburgh. When you email us with a question or problem, you'll get a prompt response from one of us, the founders. We answer every email personally not because we have to, but because we give a damn. Talking to customers is how we get better.
When you contact us, you won't get the runaround. You'll get help. That's because we aren't hamstrung by layers of management and rules. We're free to do what's right for you. When you contact us, you're talking directly to the founders. If you have a problem, tell us. We'll fix it.
Now, to satisfy the lawyers, here is our official warranty...
When your order is delivered, take it out of the box, check it out, load it up, try it on. Test it out the same way that you would try out a new pair of shoes. Test the fit, looks, and size, but don't dirty it.
If you decide that the bag is not right for you, return it within 30 days for a full refund of your purchase price plus the cost of return shipping. To return your bag, use the contact form in the sidebar to email us with your order number.
To the original owner, the Tortuga Backpacks Warranty guarantees against defects in materials and craftsmanship for as long as you own the product. If your product fails due to a defect, we will replace it or refund your money at our discretion depending on product availability.
Defects are uncommon and typically manifest in the first few uses of your product. If something is wrong, you'll realize it pretty quickly.
Tortuga Backpacks products are durable but not immortal. Sadly, nothing lasts forever. Most travelers replace their luggage every few years. Barring a defect as mentioned above, your Tortuga will easily handle all of your adventures during that time.
Why Bags Break
The most common fail points for bags are the zippers. That's why we only use YKK zippers, widely accepted as the best in the business.
The second most common fail points are the fasteners. That's why we only use Duraflex buckles.
If you've had problems with backpacks in the past, the manufacturer probably tried to save a few pennies on zippers and buckles. Some companies do this to save money. Most consumers don't notice these problems until they've used their bag a few times. By then, the cheap components have failed, but you can't return your bag. The corporate bad guys have won.
Skimping on components is short-term thinking. We don't do short-term. Tortuga Backpacks is built for the long-haul. Spending a few more dollars to make each bag will result in a better product. That investment will pay off in the long run because you will love your Tortuga and tell your friends about it. We spend the money to build a product that we can be proud of and that travelers will love.
What is Not Covered
The Tortuga Backpacks Warranty does not cover damages resulting from normal wear and tear, improper use, abuse, negligence, or accident. "Normal wear and tear" includes the damage to zippers and buckles that is expected due to normal use over time. All fabrics are subject to fading, tearing, or pilling with extended use. These are not defects. Even the most durable products will need replaced eventually.
This warranty does not cover consequential damages or losses. Tortuga Backpacks products are designed to protect your gear, but we are not responsible for any damage to or loss of the contents of your bag. This warranty is limited to Tortuga Backpacks products, not anything that may be carried in them.
This warranty excludes implied warranties including but not limited to merchantability or fitness for a particular purpose.
Please contact us with any questions or problems by emailing [contact] at [tortugabackpacks] dot com or using the form in the sidebar.