Customer Service


ORDER FULFILLMENT, SHIPPING, and TIMING


Our Guarantee

Made with care in the USA, our gear is built to last. As such, we are proud to warrant our products to the original owner against defects in workmanship and materials for the lifetime of the product. Our warranty does not cover damage caused by neglect, improper care, accident, or normal wear and tear.

Shipping

We do our best to deliver our gear as quickly as possible, but hand-building each piece of gear to order does take longer by default. Though frequently we can get things out sooner, orders typically are cut, built, and shipped within 2-3 weeks of receiving an order. However, during busy seasons (Holidays, PreSeason, etc.) orders can take us a bit longer to fulfill. Please plan for this if you’re ordering during this time, and make sure to let us know of any upcoming trips or need-by dates in the Notes section when you place your order. Need it now? Check with our RETAILERS

NOTE: We cannot be held responsible for delays in orders or additional costs incurred for shipping or other due to incomplete or incorrectly provided information. Please make sure that your address, contact, and billing information are entered correctly to help prevent any chance for concern.

Product Care

To extend the life of your gear, they should be kept clean and dry. Our packs like to get rinsed off from time to time and hung to dry. You can also spot treat them with a mild detergent. Officially, the folks at Cordura say that “Soil may be removed with spray cleaner or detergent and water. Avoid chlorine or bleach based cleansers.” You will also want to avoid using washing machines / dryers on your gear. These methods damage the fabrics and their treatments, and we unfortunately can’t warrant products damaged by these methods of cleaning.

CLAIMS, RETURNS, & EXCHANGES


Guarantee Claims

If your gear has failed due to a defect in our workmanship or the materials we used, and you are the original owner, please CONTACT us with your name, the product that failed, and a description of the failure so that we can help correct the problem. Though extremely rare, we are happy to repair or replace any gear that fails due to defects.

Returns

All non-custom (“stock”) Vedavoo products purchased directly from vedavoo.com may be returned in original/unused condition within 30 days of the date of shipment. Please CONTACT US with you name, order number, the item(s) you plan to send back, and your reason(s) for the return. We will respond with authorization and instructions. Once we have received your return and verified condition, you will be issued a refund for the purchase price of the product less shipping. Unfortunately, we are not able to refund any additional shipping charges you incur in the process of the return.

Products purchased from one of our retail partners should be returned to the original store where you made your purchase (if at all possible). However, if you can’t do this, or if the concern is related to workmanship or materials of retail purchased goods, please CONTACT us directly for a Guarantee Claim.

FOR NON-STOCK / CUSTOM PRODUCTS: Vedavoo products delivered in custom colors or with other personal customizations are not subject to our approval before any return/exchange, as these products are built specifically for you. Please make sure you submit your orders with care, and communicate your needs fully to ensure that we are able to deliver the best possible product for your needs!

Exchanges

Need a different pack? Want a different color? Need us to build with more / less room for a better fit? We’ll do our best for you! All non-custom (“stock”) Vedavoo products purchased directly from vedavoo.com may be exchanged in original/unused condition within 30 days of the date of shipment. Please CONTACT US with you name, order number, the item(s) you plan to send back, and which new product you would like to exchange it for.

We will respond to confirm the build of your new piece, and with instructions for returning the old. Once we have received your return and verified it’s condition, we will complete and send out the new gear to complete the exchange. If the exchange does not cover the cost of the new product, we will contact you to arrange payment or refund of the difference. Any shipping charges incurred are non-refundable, and additional shipping charges may apply.

FOR NON-STOCK / CUSTOM PRODUCTS: Vedavoo products delivered in custom colors or with other personal customizations are not subject to our approval before any return/exchange, as these products are built specifically for you. Please make sure you submit your orders with care, and communicate your needs fully to ensure that we are able to deliver the best possible product for your needs!

FREQUENTLY ASKED QUESTIONS

If you haven’t found the answers to your questions here – please check out our Frequently Asked Questions page, or Contact Us for more information. Thanks!

CUSTOMER PRIVACY & OTHER POLICIES

Customer Privacy

We appreciate you visiting our store online, and we respect your privacy and your security. Wherever possible, we leave the handling of sensitive information to those whose business it is to handle sensitive information. Orders are processed using third-party payment gateways from PayPal, Square, or Stripe and we do not retain customer payment methods for security purposes; electronic mail services are coordinated with support from Mailchimp; and we have partnered with Google Analytics to help recognize ways that we can make the shopping experience better for our customers. Visit HERE to opt out.

IN NO WAY DO WE SELL, SHARE, OR OTHERWISE DISTRIBUTE INFORMATION ABOUT OUR CUSTOMERS WITH OTHERS OUTSIDE OF OUR ORGANIZATION, and WE DO NOT COLLECT NOR RETAIN ANY CREDIT CARD NUMBERS FOR THE SECURITY OF OUR CUSTOMERS. We recognize that you have the right to choose whether or not to use our site and the tools it uses as provided, and we are also happy to speak directly with you to arrange an order if that is your preference.