Repairs & Parts Requests
OSPREY'S ALL MIGHTY GUARANTEE
Osprey will repair any damage or defect for any reason free of charge – whether it was purchased in 1974 or yesterday. If we are unable to perform a functional repair on your pack, we will happily replace it. We proudly stand behind this guarantee, so much so that it bears the signature of company founder and head designer, Mike Pfotenhauer.
* Osprey Packs warranty policies differ around the globe. If you live outside the United States, please visit the International Customer Service page to locate the Osprey Distributor closest to you.
MY PACK NEEDS REPAIR. WHAT DO I NEED TO DO?
If your Osprey pack needs attention from our Skilled Repair Team, such as a new zipper, a hole patched, or any issue requiring sewing or product disassembly, please click here to obtain a Return Authorization number (ZRA#). Canadian visitors, click here. Included with your Return Authorization Number will be detailed shipping instructions for sending your item to us for repair. Please do not send your pack in without a Confirmation Number. The All Mighty Guarantee is a functional repair policy that is in effect for the life of your Osprey product. We will make repairs at no cost to you to restore your Osprey product to a functional state, however, many times because of color fade or inventory limitations on fabric and replacement parts, colors will vary from the original. Black thread is used in all sewing repairs.
PLEASE NOTE: If your product is not repairable and is replaced, the original will not be returned. We will make every effort to repair your pack. In the event that we are unable to make a functional repair to your pack, we will replace it. For products that are no longer in production, a member of our Customer Service Team will contact you to discuss replacement options.
I HAVE A BROKEN PART on my Pack. WHAT DO I NEED TO DO?
If you have a broken part on your Osprey product such as a buckle, zipper pull, bite valve, or other item you can replace yourself, please complete and submit our online Parts Request Form. To do so, click here. Please be as descriptive as possible and fill out all fields completely. We encourage you to upload an image of the item needing replaced to help us identify the exact function of the part requested.
MY RESERVOIR IS DAMAGED (NOT A BROKEN PART THAT CAN BE REPLACED). WHAT DO I NEED TO DO?
If your reservoir falls within warranty guidelines, please fill out the online Reservoir Warranty Claim form. Damage caused by accident, animal attacks, zombie apocalypses, and car doors, or trunk lids are not covered.
If you require a part for your reservoir you can install yourself please complete a Parts Request form.
Below are current generation reservoirs manufactured by HydraPak (introduced in 2016) that now fall under Osprey's All Mighty Guarantee.
Previous generation reservoirs (those manufactured by Nalgene and TSI and sold before 2016 below) are no longer eligible for warranty coverage. If your reservoir was manufactured prior to 2016 please contact us at 866-284-7830 for options.
HOW LONG WILL IT TAKE?
We respond to warranty requests in the order they are received and appreciate your patience! Turnaround times vary throughout the year due to seasonal volume, so we ask that you plan ahead and allow adequate time to send your pack in for repair or to receive a replacement part. If you have a specific date that you need your pack back please let us know when filling out your form online, we will do our best to meet your deadline.
WHO PAYS FOR SHIPPING COST?
You are responsible for the charges of shipping the pack to Osprey. We recommend using a method of shipping that provides a tracking number. Osprey cannot be responsible for packages not received by our Repair Team. Osprey will cover the cost of all repairs to your item and pay the shipping charge for returning it to you. We only offer shipping options to US addresses. Need to expedite shipping? If you ship your pack to us via an expedited shipping method (i.e. 3-day shipping or faster via UPS or FedEx) it will be returned to you via a similar expedited service. Repairs are addressed in the order they are received. Expedited shipping does not guarantee expedited repair. Please call us at 1-866-284-7830 to notify us that you are using an expedited shipping method.
WHAT IF MY PACK IS REALLY DIRTY?
Due to health concerns for our Repair Team, we are restricted by law from receiving items too dirty or odiferous to repair. Any items received showing signs of mold, mildew, or other possible toxic products, will be immediately discarded and not replaced.
Click here to learn how to easily clean your pack at home.
Osprey highly recommends Nikwax products for all your pack care needs.
DO I HAVE TO REGISTER MY PACK TO TAKE ADVANTAGE OF THIS INCREDIBLE GUARANTEE? DO I NEED TO BE THE ORIGINAL OWNER OF MY OSPREY PACK?
No – the All Mighty Guarantee is truly ALL MIGHTY. If you own an Osprey pack that needs to be repaired we will repair or replace it.
OKAY – SO WHAT IS NOT COVERED UNDER THE AMG?
Size/Fit: We provide a variety of resources and tools for our customers to be sure their Osprey pack fits. Remember: packs fit as personally as the shoes on your feet. Take this endeavor seriously. A correctly fit Osprey pack will work on a wide variety of body types. Visit our Sizing and Fitting page for more information, or visit an Osprey dealer near you for personal service.
Preferences:Bad color? Wrong style? Not enough or too much room in your pack? Unfortunately, we can’t cover personal preference under our guarantee.
Cosmetic Wear and Tear: Our All Mighty Guarantee does not cover any reasonable aging of your pack that affects only the appearance and not the function of your pack. Be proud of those scars! Example: Issues such as logo peeling are not covered.
Lost/Stolen Packs: Our All Mighty Guarantee does not cover lost or stolen packs or pack components.
Third Party Repairs or Replacements: Our All Mighty Guarantee requires you to send your pack to Osprey Packs for any repairs or replacement parts. We do not cover costs incurred via third party repairs or replacements.
Program Packs: Our program packs or any Osprey pack used by outdoor programs, are only covered under the Program Pack Warranty, not our All Mighty Guarantee. Please contact our Program Pack department for details at firstname.lastname@example.org.
Hydraulics Reservoirs: Reservoirs sold prior to 2016 (manufactured by Nalgene and TSI) are no longer eligible for warranty coverage. Damage caused by accident, animal attacks, zombie apocalypses, and car doors, or trunk lids are not covered. The pouring and storing of warm, hot or boiling water or liquids into your reservoir will void your warranty. Reservoirs are not designed to contain or handle liquids at temperature.
Still have questions about the All Mighty Guarantee, getting a pack repaired, or ordering a part?
Feel free to give our Customer Service Department a call at 1-866-284-7830 or Contact Us.