FAQ | Guarantee

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What is your warranty?

Posted by The Vaan Group on

The Common Decency Guarantee If you have a problem, let us know, and we'll do our best to fix it. We trust that you aren't trying to cheat us. We hope to earn the same trust and respect from you. When something is wrong, we'll work together to make it right.When you email us with a question or problem, you'll get a prompt response from a member of our Concierge Team who has the authority and ability to fix your problem.You won't get the runaround. You'll get help.We aren't hamstrung by layers of management and bureaucracy. We're free to do...

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How do I clean and care for my gear?

Posted by The Vaan Group on

We recommend hand washing all Tortuga products. Never wash them in a washing machine. For general cleaning, spot clean your backpack with mild soap and water then allow your bag to air dry.

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Can I get my gear repaired?

Posted by The Vaan Group on

Repairs in the US (or outside of Europe) For repairs outside of Europe, we've partnered with Rainy Pass Repair in Seattle, WA. For repairs not covered by our Common Decency Guarantee, please follow the steps below. Contact Rainy Pass Repair for a free estimate and to ensure that they can fix your backpack. Fill out a repair form. Prepare your backpack for repair. Empty all pockets and clean it by following the care instructions. Mark the damaged areas with masking tape. Mail your backpack and the repair form to Rainy Pass Repair at the address below. Rainy Pass Repair, Inc.4415 Stone Way NorthSeattle, WA 98103 1-888-747-7867repair@rainypass.com If you have...

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