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The MYSTERY RANCH Guarantee is a Warranty and Repair policy that is in place for the practical lifetime of your MYSTERY RANCH product. Our team aims to restore your pack to a safe, functional, and lasting state. We do our best to match materials and hardware, though we may not always be able to use the exact hardware or materials your pack was originally built with. We consider backpacks as tools for the mission – function and performance are paramount. GEAR, not ART, is our mantra.
The MYSTERY RANCH Warranty policies and procedures are not up for interpretation. We are happy to communicate what is covered and not covered under our warranty umbrella based on years of cumulative product knowledge and experience. Our warranty policy is applied to warranty and repair cases at our discretion.
Warranty Policy
MYSTERY RANCH designs and manufactures packs for the job that needs to get done, supporting customers who rely on our packs to get home at the end of the day. Our Warranty guarantees everything we build against defects in materials and craftsmanship for the practical lifetime of the product. We will happily offer repair or replacement for issues with materials or craftsmanship. Case-specifically, damage due to normal wear and tear or misuse can be repaired for a reasonable charge.
Warranty Guidelines & Disclaimers
To submit a warranty request, please complete all fields in the claim form below. For more information regarding the claim procedure and to ensure the best repair experience without additional cost, please read through the following:
Please find our Submission Form at the bottom of this page. Once you submit your claim, you will receive a confirmation email. Within three (3) business days, you will receive an update with additional details. If you have not received the confirmation email or an update within this time, please check your Junk/Spam folders for our reply.
Please note that we will not be able to proceed with any warranty or repair claim until we have visual context of the specific issue(s), a picture of the white manufacturing tracking tag on or inside the product, and an accurate shipping address and phone number.
Ship us your pack according to the instructions provided. Please be kind and clean your pack before shipment – we will ship any pack deemed too dirty or unsafe to work on back to you, at our discretion. Print, fill out, and include the Repair Form with your pack if it has been provided during our correspondence.
Once your pack lands at MYSTERY RANCH, it will be thoroughly evaluated for warranty and non-warranty issues. We are typically able to estimate packs within a week of their arrival at Mystery Ranch. You will be notified after your pack has been evaluated - if all work is covered under warranty, the pack will be put immediately into our repair queue. We cannot move forward with any non-warranty repair work until your approval and payment is received.
Return shipping is on us, regardless of warranty coverage.
September through May is our busiest period with Hunting and Wildland Fire pack repairs. We will do our best to repair your pack as quickly as possible. Once your pack has been evaluated and put into our repair queue, our goal is to have your pack back to you within 10 weeks.
Cleaning Required Before Repair
Wildland Firefighters: If you are sending your crew’s packs in for evaluation and repair, please contact us after your season is over. Clean your packs according to the Cleaning and Care guide, found here: https://www.mysteryranch.com/cleaning-and-care Please let your packs dry thoroughly before shipment. The earlier you can get your packs to us, the earlier we can get them evaluated, repaired, and returned.
Sorry, No ‘Last Minute’ Requests
Our program is not set up to accommodate last-minute requests. Any specific needs or timelines should be communicated early in the process and as clearly as possible. Our aim is to get your gear back to you within 6-8 weeks, and we will let you know if we can’t meet that goal. To do thorough work we need adequate time to evaluate and repair your gear. Please be considerate and plan ahead for any trips or hunts.
MYSTERY RANCH was big into sustainability before sustainability was big. Our goal is to build gear that ages gracefully and endures inevitably. Our motivation will always be to repair your gear to a safe and lasting state, rather than toss it in the landfill and replace it. Repairing gear takes more time than replacing it. We are six passionate humans balancing inquiries from all over the world; patience and kindness goes a long way 😊.
What We Repair
Zipper Damage
Our techs are zipper wizards and can functionally repair or replace most zippers.
Hot Patch Repair
We use laser-cut laminate hot patches with a special adhesive and a custom press for lasting, functional repairs.
Animal Encounters
All animals like snacks, but most animals can't work zippers. This is some of the most common damage we see!
Pack Shrinking
Just kidding! Our packs won't shrink. Please do not put your pack in a washing machine or dryer.
Buckle/Hardware Issues
If something is broken or missing on your pack, we are here to help.
Old Packs
Our gear is built to endure, and our goal is to keep it functional and out of the landfill for as long as possible.
Frequently Asked Questions
What is an example of damage covered under warranty?
An excellent way to quantify what type of damage is covered under the Warranty is to think: (1) Did I cause this damage to the pack, or did any part of the pack fail? Meaning if you use your pack as a shooting rest and put a bullet hole through the side of the pack, this would be damage that is user caused and would not be covered under the Warranty. Conversely, (2) If you need to get inside your pack and the zipper fails, this damage would be covered under the Warranty.
We can fix both examples listed above; the first example can be fixed for a nominal fee. You pay to have the pack shipped to MYSTERY RANCH, and we will fix the pack and ship it back to you on our dime. The second example would be repaired at no cost to you, and we would provide you with a shipping label for getting the pack to us, fixing it, and then shipping it back to you. In this situation, MYSTERY RANCH covers the cost of shipping both to and from MR. We do our best to determine warranty coverage via photos; however, we cannot definitively assess warranty coverage until we've had a chance to inspect the pack in our shop. Please understand that receiving a shipping label does not necessarily guarantee Warranty coverage.
I have a frame or pack that makes noise. Is this a warranty issue?
Case-specifically, a noisy frame or pack is not considered a warranty issue unless we find additional issues during evaluation. Our gear is manufactured primarily as load-bearing equipment and built to endure. That said, customer satisfaction is something we take very seriously. We have created an excellent repair structure to help remedy noisy frames and packs for our most demanding users. Please submit a case below to get the process started.
Do you offer an old product exchange program?
Sorry, we do not currently offer any type of upgrade or exchange program for old or used MYSTERY RANCH products.
Do you warranty or repair Dana Design packs?
The only repair that we can offer on Dana Design products is a replacement back foam pad on packs with the ArcFlex body panel design. We can ship the foam to you, and you can easily install it yourself without having to send the pack in to be repaired. Replacement back foam pads are $15.00 plus $5.00 for shipping. All sales final. For any other Dana Design pack repairs, please contact Marmot or try the following reputable gear repair companies:
Marmot Warranty:
888.311.2900
Mon - Fri : 7:30am - 5pm (PST)
Rainy Pass Repair:
4415 Stone Way N.
Seattle, WA 98103
206.523.8135
Can you customize or modify my pack?
No, we are not set up to customize or modify packs in any way. Please call our Customer Service team for fitting or sizing questions. 1.833.548.1999
How do you recommend I clean my pack?
Please follow the Cleaning and Care guide here.
My pack's water resistance properties are starting to diminish. What should I do?
To maintain effective water repellency on your pack, we recommend using NIKWAX Tent & Gear SolarProof, found here. Sorry, we cannot waterproof your pack for you while it is in for repair.
Can I get replacement buckles or hardware for my pack?
We sell buckle repair and conversion kits on our website here. Because MYSTERY RANCH is not a raw materials dealer, we cannot sell individual buckles or raw materials. We require buckle and hardware replacement requests to be rooted in a Warranty or Repair claim. Please provide a photo of the broken buckle or its corresponding buckle, a photo of the white or orange manufacturing tracking tag, and an address and phone number when contacting us using the form below.
Submit A Claim
Please clean your pack before sending it in for repair. Any unwashed packs will be charged a cleaning fee.
NOTE: Due to high repair volume and resource constraints, our turnaround time for on-site repairs is now exceeding 12 weeks. Please expect any technical in-shop repairs to be completed and returned in the 3-5 month range. We are operating on a first-come-first-serve basis and cannot offer expedited service, though in most cases you can expect normal response times for remote support (e.g. broken hardware). We apologize for any inconvenience this may cause and appreciate your patience and understanding while we work to fix it.
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