TERMS & CONDITIONS
Our approach to service is very simple; we treat you like we like to be treated. That starts with processing your order promptly and usually shipping it within 24 hours, if not sooner. It means we ship you a quality product and we expect it to be perfect, if it’s not, we’ll make it right.
More important is what we do after the sale. We encourage everyone to contact us with any questions, especially if you have a fitting question. We will have you send us a photo, suggest adjustments, and if need be, we’ll send a replacement to you at our expense. Send fit or adjustment questions to email@example.com.
Many of our customers hike thousands of miles each year, and like anything else, your pack might need a bit of TLC when you are done for the season. We offer no charge tune-ups to all our original owners. All you have to do is get the pack to us; we’ll patch it up and get you back on the trail. Check with us for details. Please direct all repair questions to firstname.lastname@example.org
All Ultralight Adventure Equipment products are warranted to the original owner against defects in materials and workmanship. If an ULA product happens to fail due to manufacturing defects, ULA-Equipment will replace or repair the product free of charge at our discretion. Repairs due to improper use, accidents, or general wear and tear, may be charged for materials, labor, and return shipping. All packs returned for warranty issues MUST be recently cleaned. To wash a pack simply place the whole pack, belt, frame and all, in a top loader or non-agitator type washer. Use warm water, regular soap (add 1 cup of vinegar if it’s particuarly ripe), take it out before the spin cycle and hang it out to dry.
Please keep in mind that lightweight packs require the same care as any other lightweight piece of gear; dropping your loaded pack on the ground, picking it up by the shoulder straps rather than the haul loop, or checking it as luggage can drastically shorten the life of your pack. Treat your pack gently and it will reward you with many years of service.
If you have questions please email email@example.com
ULA + Route
We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Adding Route Package Protection to your order at checkout, means your order is protected against being lost, damaged, or stolen. Route also allows you to visually track all of your online orders in one place. Whether you’re tracking via the Route App or online, using Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. In addition to real time tracking, SMS and email updates let you know when your package has been delivered. Route is a premium optional service costing anywhere from $0.98 to 2% of your purchase. To protect your order against loss or theft, add Route package protection at checkout.
RETURNS & EXCHANGES
We understand that buying a pack online is not always foolproof; sometimes they don’t fit, sometimes it just isn’t what you thought it might be. We want to make your shopping experience with us as pleasant as possible, even if what you ordered didn’t quite work out.
If you need to exchange your pack for a different size or model, please email firstname.lastname@example.org explaining what you need, and we’ll get right to work to solve your problem. We pay to ship to you on exchanges in U.S., so you’ll just be responsible for getting the pack you have back to us. For returns follow the same procedure, just send us an email telling us that you would like to return the pack, no reason needed, and please be sure to include your order number. We will send you an authorization email to place in the box with your return. The purchase price will be refunded as soon as we receive the pack in our office, the original shipping charge is not refunded. Of course, returned and exchanged packs must be in new condition, we reserve the right to make adjustments to the refund amount if the pack is dirty or damaged. We also request that you return packs within 30 days.
Fed Ex or Mail returns to:
695W 1700S Building 28
Logan, UT 84321
For our customers in the lower 48 States: To make your exchange/return a little easier we can email you a FedEx return label. Please request a label in your original email as we don’t automatically send one. We charge a flat fee of $13 for the label, which is less than it would cost you at the local FedEx store, and all you have to do is print the label and hand the box to your local driver or store.
Thanks for considering ULA-Equipment. We are sorry that we could not meet your backpacking needs. We will credit you the cost of the products you purchased. Unfortunately once items ship, even if you have not received your order, we WILL NOT refund shipping & handling costs.