Customer Support
Limited Lifetime Warranty
Our Lifetime Warranty covers the workmanship and materials against defects for the entire life cycle of the product. During this period, if the product is covered by the warranty, we will repair or replace it at our discretion. Contents of your bag, clothing, normal wear and tear, abuse and cosmetic wear are excluded from the warranty. "Lifetime" is defined as the normal lifetime of the product, not the purchaser's lifetime (the lifetime of the product is usually one year after the product has been discontinued, or is obsolete.)
Sherpani can only warranty products that have been purchased directly from Sherpani, and you may be asked for proof of purchase. If you purchased your bag from another retailer, you must return your bag to that retailer. They may have their own policies in place to deal with damaged product, and therefore, has the obligation to remedy the problem.
To Submit a Warranty claim please email us the following:
- An image of the bag in its entirety
- An image of the damaged area(s) on the bag
Please email your images to Warranty@sherpani.com. All claims will be responded to within 2 business days.
If we have determined the Sherpani product is defective, we will issue an online gift card equal to the value of the defective bag so you can select an equivalently priced replacement bag. The gift card will expire after 60 days from the issue date.
We build our products to last over extended periods of use, but inevitably everything wears out. Fabrics and moving parts will deteriorate, fade, and wear out over time. All bags will suffer from differing degrees of wear-and-tear, depending upon use. Bags used by a traveling salesperson will, in comparison, degrade faster than bags used by someone who travels 1 to 2 times a year.
By taking care of your products you will ensure a longer lifetime for your bag. Use your best judgement when assessing whether your product is likely to be covered under our warranty. It may simply be time to replace it. We will cover your product against defect and malfunction until it has been used and worn out beyond reasonable repair.
This warranty does not cover normal wear and tear or the natural breakdown of colors and materials over an extended period of time and use. Accidents, improper care, and negligence are excluded. "Normal" wear and tear is caused by the expected use of the bag over an extended period of time. There are a few factors that determine the end of a product's "life" including: (1) Fabric : fabric makes up 90% of most Sherpani products. If the fabric is discolored, degraded, de-laminated or deteriorated we may determine this to be end of a product's "life." (2) If a major component fails due to years of use (such as a handle, wheel, strap or zipper) we may deem the product to have met its full life cycle.
Defects in materials or workmanship are covered for the practical lifetime of the product. Materials refers to zippers, buckles and fabrics, etc. Workmanship refers to seams and construction. Damage such as rips, tears, abrasions or UV degradation, misuse, neglect or airport damage is not covered under our warranty.
Returns or Exchanges
Sherpani's return policy states: all products purchased from Sherpani's website or store come with a 30-day money back guarantee from the date of purchase. Some exclusions apply. All items must be in the condition you received them in, with original tags attached.
For purchases made through a 3rd party or retail stores- please make your return or exchange at the original point of purchase. Consult the third party about where to return your product.
To return something purchased from Sherpani's website, simply write your order ID number on the side of the box and include it in the package. Mail your bag to :
Sherpani
1711 Pearl St #101,
Boulder, CO 80302
To return an item for an exchange - if you would like to exchange your product for another, the best thing to do is to return your item for a full refund and place a new order at the same time. Placing a new order right away ensures that you will receive it quickly and the product will still be in stock.
Tracking, Order Modifications and Back Ordered Items
To track your order: after your order has been placed you will receive a confirmation email with your order ID number (keep this number for your records.) When your order has shipped you will receive an additional email with tracking information to follow the delivery of the order.
After an order has been submitted, Sherpani is unable to make any modifications. If you would like additional items, a separate order must be placed. If you would like to switch items, the order will need to be cancelled (if possible due to time passed from when the order was placed) by a customer service specialist and a new order will need to be placed.
For international orders please note that extra fees maybe applied. This includes fees associated with customs, duties, or other import taxes a country may have. At this time, the customer is responsible for any additional fees that may be applied to the purchase by the country the item is being shipped to.
If your packing slip indicates that an item is backordered, please contact customer service as this item may temporarily be out of stock or is no longer available. A customer service specialist will be able to advise you of your options.
