Q: What is the process of a warranty claim?
The first step in a warranty claim is to send an email to firstname.lastname@example.org from the email your KUIU account is set up under. We will need pictures of the damage with a short description of how it happened. If you really want to make it an easy process please include: the order number, first and last name of the purchaser, color and size of your item, and a ballpark of when the item was purchased. That will make it easy for us to find the original order.
Q: If I have a warranty issue, do I have to send the original back?
Typically yes, we will send a prepaid label to receive the damaged product back. We always like to see product failures in person. This is at the discretion of the warranty manager, and they will let you know either way.
Q: How do I process a warranty claim if I am international?
You don’t need to do anything different. Just follow the instruction in the first question about the warranty process.
Q: If my item is sold out or no longer carried, how do I warranty my item?
If your item is sold out there are two options, we can send you a replacement when we receive the next shipment, or we can issue a gift certificate for the purchase price of the item. If your item has been discontinued without a replacement we will issue you a gift certificate for the purchase price of the original.
Q: How soon will I receive my new product?
This is a difficult question as the response times will vary depending on the seasonal volume. If all the information is provided and you are the original purchaser, we typically have a 3-5 day response time on the email. Once you have the email and label, shipping may take a few days to be received by us. Once we receive the warranted item the order will be placed and a confirmation will be sent to you.
Q: I have a trip coming up and need this item, is there an expedited option?
If you are in a time crunch and need your replacement quicker, we can accommodate that. Once you have the label and put the item in the mail, email email@example.com the tracking information. Once the tracking is active and the package is on its way back we will place your replacement order.
Q: If my replacement item doesn’t fit can I exchange it?
Yes, just send an email to firstname.lastname@example.org and let us know and we will work with you to have the product swapped out.
Q: I didn’t purchase my item from KUIU, is it covered?
We only cover the original purchaser. Any item bought second hand or from a 3rd party is not covered under our warranty policy. If proof of purchase cannot be provided or found, the warranty is void.
Q: My item was a gift, is it covered under warranty?
Yes, but when you email in please include the full name of the person who purchased it and your shipping address.
Q: What isn’t covered under warranty?
KUIU's gear is designed and built with a balance of weight, comfort, performance, and durability as the goal. While KUIU products do excel in all of these aspects, it is not indestructible. Sharp rocks, stiff limbs, and unexpected falls can push any fabric or clothing type beyond its limit.
Any problem that is caused by abuse, misuse, or an act of nature (fire, flood, moths, etc.) is not covered. Snags, stains, pilling, discoloration, deterioration, burns, or damage from normal wear and tear are not covered by this warranty.