TERMS + CONDITIONS
We print our shipping labels when we process your order, and you will receive an email saying your order has shipped at that time. That does not necessarily mean your order has gone out the door, just that the label was created. If you need your package by a certain day, please call, and we’ll do everything possible to get your order to you when you need it. Please don’t assume that because you choose two-day shipping, it will arrive two days after you place your order (two-day shipping is from the time the package gets to the carrier and can be subject to delays.)
INTERNATIONAL SHIPPING & TAXES
Shipments outside of the U.S. may be subject to country-specific importation taxes, duties, tariffs, or VAT. These fees are NOT included in the shipping amounts charged on our website and may require your payment before your local postal service will release your package to you.
Contact your local customs office for more information on fees charged in your specific country, as they are based on the order’s value and vary from country to country.
Please note that if you refuse a package that customs has received because you are not willing to pay importation fees, ULA will refund you the product’s cost minus any additional charges to return the package to us.
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.
Orders can be canceled at any time before they are shipped. As noted above, even though you received a shipping notice and need to cancel, please give us a call and we’ll do our best to accommodate.
Please read our Returns & Exchanges Policy concerning eligibility for returns in the lower 48 states.
If you have questions, please contact us.
All Ultralight Adventure Equipment products are warranted, to the original owner, against defects in materials and workmanship. If a ULA product fails 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. Please note that whether you’re home or on the trail, the cost of shipping your backpack to ULA is your responsibility.
All packs returned for warranty issues MUST be recently cleaned. To properly wash your pack, check out our Pack Care Guide.
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.
We offer no-charge tune-ups to the original owners of ULA backpacks. Please note that whether you’re home or on the trail, the cost of shipping your backpack to ULA is your responsibility. We’ll patch it up and mail it back so you can get on the trail as soon as possible.
If the pack has significant damage, we may have to replace entire panels, which can be done for a reasonable fee.
All packs returned for repair must be recently cleaned. To properly wash your pack, check out our Pack Care Guide. If a pack is received and has not been washed, there will be a $45 cleaning fee.
We understand that buying a pack online isn’t easy for sizing and model selection. ULA’s priority is to make your shopping experience with us as pleasant as possible and end up with a product you love. We offer 30 days to exchange or return ULA products.
USA Return + Exchanges
If you need to exchange your product for a different size or model, please email email@example.com. We offer free shipping on exchanges, but you’ll be responsible for shipping the original purchase back to ULA. For returns, follow the same procedure, please send us an email requesting a return. We will send you an authorization email to place in the box with your return and the purchase price will be refunded-excluding any custom charges and return shipping-when we receive the products at our shop. Returned and exchanged products must be in new condition and we reserve the right to make adjustments to the refund amount if the products are used or damaged.
For our customers in the USA: To make your exchange or return simpler, we can email you a return label upon request. We charge a flat fee of $15 for return shipping labels.
International Return + Exchanges
If you need to exchange your product for a different size or model, please email firstname.lastname@example.org. If we’re unable to provide you with a product you’re happy with, we do accept returns, however, the initial and return shipping are non-refundable. For returns, follow the same procedure, please send us an email requesting a return. We will send you an authorization email to place in the box with your return and the purchase price will be refunded-excluding any custom charges, initial and return shipping-when we receive the products at our shop. Returned and exchanged products must be in new condition and we reserve the right to make adjustments to the refund amount if the products are used or damaged.
In addition to our regular return policy, the following applies to custom packs and packs that have been embroidered.
CUSTOM: Custom work charges are not refundable and returned custom packs are subject to a $35 restocking fee.
MADE TO ORDER: There is no restocking fee to return a “Make to Order” pack. However, the $15 fee is non-refundable.
EMBROIDERY: Packs that have trail names embroidered are still returnable, but subject to a $35.00 fee. The cost of the embroidery is not refundable.
695W 1700S Building 28
Logan, UT 84321
When you make a purchase on our website, you may be sent the following emails:
- Emails related to your purchase,
- A pack fitting email with a video explaining how to fit your backpack,
- Shipping Information,
- Occasional marketing emails showcasing sales and/or new products.
Once you have received your product, should you wish to be removed from our list and your information to be erased from our database, simply click the “Unsubscribe” button located at the bottom of every email we send out, or email or call us and we would be happy to remove your information for you.