Customer Care

BUILD TIME & DELIVERY
We do our best to deliver our gear as quickly as possible, but hand-building each piece of gear to order does take longer than grabbing a pre-made piece out of a container from a factory overseas.When we complete your order and ship, you WILL RECEIVE a confirmation email with tracking information from our system. Though frequently we can get things out sooner, orders typically are cut, built, and shipped within 2 weeks of receiving an order. During busy seasons (Holidays, In-Season, etc.) orders can take us a bit longer to fulfill.

NEED IT BY A SPECIFIC DATE?
Make sure to let us know of any upcoming trips or need-by dates in the NOTES section when you place your order, and we’ll do our best to have it to you in time.  In some cases, expedited shipping may be required, and additional charges may apply.

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.

REPAIRS & UPDATES
We are committed to keeping your gear ready for as long as we can.  With this in mind, we have created a simple way to have your gear repaired and updated as possible.  Some features – like the integrated net holster on our current slings – cannot be added to older packs without a complete rebuild.  Velcro can be replaced at any time (you just cover shipping).

WARRANTY 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.

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.  After 30 days, returns MAY be considered for a discounted value with our approval.  Please CONTACT US with you name, order number, the item(s) you plan to send back, and your reason(s) for the return. 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.

Vedavoo products delivered in custom colors or with other personal customizations are 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 you!

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.

Send your returns to us at:
VEDAVOO RETURNS
45 Granite Street
Leominster, MA 01453

NOTE:  Though you don’t have to break the bank sending it back, please ship with some form of delivery confirmation number or tracking number that can be traced if needed.

No problem.  We are happy to adjust the sizing to the best of our ability to make your gear fit as well as it can for you and your needs.  Just return it to us at the address below with as much information as you can provide about how the pack fits, and how you need it adjusted.  This is a free service, and you will only be responsible for additional shipping charges.

Send your products to us at:
VEDAVOO REPAIRS
45 Granite Street
Leominster, MA 01453

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.

PRODUCT CARE – VINYL GEAR
Vinyl is very low maintenance in general, however, we suggest regularly rinsing your gear, and drying it out between uses.  As Vinyl materials are PVC coated, they CAN SHRINK when exposed to heat sources.  As such, you may notice some shrinkage around edges and seams over time.  This is definitely increased when left in hot vehicles, outside in the sun between uses, or when exposed to other sources of heat.  We DO NOT SUGGEST washing your pack in a washing machine, and is SHOULD NEVER be placed in the dryer.

PRODUCT CARE – CORDURA NYLON GEAR
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 damage the fabrics and their treatments). Over time, the Durable Water Repellant (DWR) coating on the fabrics will wear, so you can spray your gear with waterproofing for added protection.

PRODUCT CARE – WAXED CANVAS GEAR and COTTONS
Waxed Canvas products will develop marks with use.  This is the norm, and will help to reflect the character of the item as it is used over time. Sources of heat can damage the waxed coating.  However, some “marks” can be reduced using a hair dryer. Products built with Waxed Canvas should not be washed in a washing machine, and should NEVER be placed in the dryer.  This will melt the wax that protects the fabric, and may damage your dryer or other items placed in the dryer with the gear. After-market treatments can be used to re-wax your products to rejuvenate the fabric and extend the life of the product.

PRODUCT CARE – COTTONS and UNWAXED CANVAS
Machine wash on a cold cycle and hang to dry to prevent shrinkage.  These products can be ironed and starched, or laundered as you see fit.

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. Please contact us 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.