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Seek Outside Warranty, Repair & Return Policy
Warranty | Repair | Return
Warranty Policy
We offer a lifetime guarantee on workmanship and material defects to the original owner.
Warranty Exclusions:
We want to insure you many years of use for our products. Take a moment to read what our warranty does NOT cover. Our Fabric and construction methods are robust. Our tents can withstand harsh conditions and environments when properly cared for. Although they are backcountry palaces they are not cabins, or permanent homes. All cases are unique, and we will work with you to the best of our abilities. We can happily sew torn tents, after your Mule gets caught in the guy lines, or if the Bear that visited your tent three nights in a row left you some peep holes, or if you boat flies into your tent in the middle of the night in a big windstorm. We will repair your item whenever possible, but sometimes the damage is too much for us to fix and your item will need to be replaced.
That being stated, we do not warranty the following:
- Damage due to neglect and or misuse is not covered
- Damage from stacking rocks on the sod skirt- this is not recommended, and it will result in damage
- Damage from animals, dogs, bears, badgers, and household cats etc.
- Falling trees, branches, or flying boats.
- Damage from excessive UV exposure. Our tents handle UV well, but UV will degrade any fabric over time. If reinforcements and thread color has faded due to sun, it has been in the sun too much.
- Damage from excessive snow load if left unattended. (Backcountry palace, but not a permanent structure)
- Zipper/ Fabric damage from Sand, dirt, and mud can degrade the silicone coating on the fabric by wearing it off. It is best to try to minimize sand, or to gently wash it off, when possible. Do not scrub the fabric. Keep zippers clean and free of heavy sand; frequent exposure to dirt or sand can wear out the zipper pulls very quickly.
- Damage from washing a tent in an agitating washing machine. You can use a washing machine with no agitator to rinse your tent on gentle cycle- water only. Then hang to dry.
- Damage from applying unapproved chemicals to the fabric, such as Deet or any bug spray, laundry soap, perfumes, or sunscreens.
- Carbon pole warranty is limited to one year from purchase date. With a heavy snow load, the carbon pole will fail before your tent does.
Although our products are made to stand the test of time, all materials and products are subject to wear and tear.
The following items are normal wear and tear and not covered under warranty:
- Stove jack fraying, or damage from the pipe not being secure in wind. It is normal for the stove jack to have some wear and tear over time, we can easily repair and/or replace.
- When using a stove, small pinhole burns can happen (this is not covered, but is easily repairable at home)
- Sand can degrade the zipper pulls, It is best to try to minimize sand, and keep your zippers clean. If your zippers are not staying closed, likely the pulls are worn out and can be replaced. We use the highest quality zippers in the industry, Zippers are wear items, dirt and sand will wear the zipper out much faster.
What IS covered for Silnylon tents:
- Ripping at any seam (Pitching your shelter too tight can damage your shelter.)
- Runs/discoloration or defects in fabric when new
- Missing guy out points, stake loops etc.
- Carbon pole warranty is limited to one year from purchase date. Our carbon fiber poles are fierce but heavy snow loads and high wind loads voids the warranty
What IS covered for backpacks:
- Ripping at any seam during normal use.
- Any failures in frame tubing (miss-use voids the warranty such as leaving your pack with heavy weight in the back of your truck on an off-road trail)
- Material defects/discoloration/lamination in fabrics when new
- Missing items such as missed loops or stitching
- Custom packs are special order and are non-refundable
What IS covered for DCF tents:
- Seam Taping is covered for one year after the ship date.
- Ripping at any seam (Pitching your shelter too tight can damage your shelter.)
- Runs/discoloration or defects in fabric when new
- Missing guy out points, stake loops etc.
- Carbon pole warranty is limited to one year from purchase date. Our carbon fiber poles are fierce but heavy snow loads and high wind loads voids the warranty
What IS covered for Nests/liners/and accessories:
- Ripping at any seam (Pitching your shelter too tight can damage your shelter)
- Runs/discoloration or defects in fabric when new
- Missing guy out points, stake loops etc.
Titanium Stoves U turn and Standard what is covered
- Welds within one year of ownership
- Incorrect bends and fitment when new
Give us a call if you have any questions or concerns, we are always here, happy to help. (Plus, some of your stories crack us up)
412-567-4390
If you are returning a tent for repair, please ensure your tent is clean and free of debris! Dirty tents jam up our sewing machines, so a $100 cleaning fee will be charged on all tents sent in dirty.
Repairs
Please print the below document and fill it out completely before sending in your gear for repair.
*This document needs to be included in your package*
Please email returns@bighorngolfer.com for repair inquiries, instructions, prices, and turnaround times.
For Repairs please send your gear in CLEAN. Dirt, sand, and grime jam up our sewing machines. Dirty Gear will be Rejected.
How to Clean your Tipi:
- Spray with a hose outside and let dry completely, or hand wash in cold water with no soap. Some front loading washing machines (without agitators) are safe, but conventional washing machines should not be used to wash our tents.
- Hang your tipi to dry completely. (DO NOT PLACE TIPI IN THE DRYER).
Zipper Maintenance:
The #1 cause in zipper failure is wear from dirt and debris!
- Gently brush the teeth of your zipper with a firm toothbrush or bristle brush. (Avoid touching the fabric as best as you can)
- Once you have completely brushed your zipper to remove sand/dirt particles, continue with washing your tipi to remove any access grime. This process may need to be repeated twice!
Returns Policy
Email us at returns@bighorngolfer.com to receive authorization for all returns. After authorization we will email instructions for your return.
You may return unopened or items that appear as new within 30 days of delivery for a refund. If the item has been used or soiled during that 30 days we will charge a restocking fee of at least 15%. After 30 days, your return request may be denied or we will charge a 15% restocking fee, at our discretion. Used gear is not eligible for a return or refund after 30 days.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
Custom packs are special order and are non-refundable. No exceptions.
Contact us at: returns@bighorngolfer.com
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