If your product is covered under our warranty and needs some repair love, we’ll take care of all the repair and part costs as well as the return shipping expenses, but we do ask that you ship the product to us at your cost. We recommend using a carrier that will provide you with a tracking number, as we can’t be responsible for lost packages. Please submit this Repair Request form to start the process.

As you can imagine, we’ll need our repair center to take a look at the product before we can evaluate and determine if it can be repaired. At that time, we’ll be able to tell you which of the below scenarios applies to your product. 

Out of respect for the repair technicians that will be handling your product, please be sure to send your pack to us in a reasonably clean condition. Visit our Care & Cleaning page for instructions.

If the product is repairable and covered under our warranty, it will be repaired by one of our skilled technicians and returned to you at no cost, including return shipping. Please note, however, that customers are responsible for the cost of shipping the product to our repair center.

If the damage is not covered under our warranty but deemed repairable, we’d prefer to repair it for you to extend the life of the product. We will quote you a nominal fee which we use to compensate the skilled technicians in our repair center that will give your pack the love and care it needs.

If the product is covered under our warranty and it is damaged in a way that we can’t repair it, we will set you up with a new product at no cost to you. If your current model is no longer available, we’ll replace it with a comparable product of your choice.

In the unfortunate scenario when the product is not repairable and not covered under warranty, you can instruct us to either ship it back to you, or we have a program in place that recycles or reuses the product components to minimize what ends up in the landfill. Of course, we’ll offer you a great deal on a new Gregory product to get you back on the trail, so you can always take us up on that to help ease the pain of burying your old trail buddy!

We keep a variety of replacement parts available for you, such as a hipbelt buckle to replace the one you accidentally slammed in the trunk or a sternum strap anchor to replace the one that popped off its adjustment track and got lost. Often times we avoid shipping packs to and from our repair center by simply sending you one of these parts that you can install yourself.

Design for Repair: We have learned a great deal over the years about how to design products that are built to last a lifetime. This commitment to quality has led to special design considerations and new construction standards to ensure we design products that can be easily repaired to keep them out of landfills as long as possible. This process is inherently tied to the DIY Repair Parts program goals, so our design team takes this into account wherever possible as they design new products to improve the lifespan of our products and ultimately fulfill the mission of our lifetime guarantee. Beyond the landfill reductions this delivers, we value the connection our customers build over time with their backpacks, so we want to keep them on the trail together as long as possible.

DIY Repair Parts & Repurposing Initiative: In 2022 we launched an enhanced DIY repair parts program. This is an internal catalog of specially designed, field-serviceable parts that will reduce the footprint of back-and-forth shipping requirements to our repair centers. This provides quicker service to get back out on the trail and also helps extend the life of the product that may otherwise end up in a landfill. In 2023 we will also make some of our DIY hardware available for consumers to purchase directly on our website here. Additionally, any product that is shipped to our repair center for warranty claims that is not repairable is disassembled and separated into parts we can use for future repairs by skilled technicians.

If the nature of your issue cannot be resolved with a DIY part replacement, please visit our Contact Us page. To help us service your part request as quickly as possible, please include the name of the pack, the year purchased, and a detailed description of the part. It’s likely that we’ll simply follow up with a request for a picture and description of the part you are looking for.

If you prefer to give us a call, feel free to reach out to our customer service team. We can be reached at 1-855-475-1625 Monday-Friday 9:00 AM - 4:00 PM MST, excluding major holidays.

If you need immediate help, we recommend going to one of our certified dealers for any maintenance and fit issues. Please click here to locate a dealer near you.

For Canada Residents in need of repair/ warranty service, please visit the Contact Us page for further assistance or if you prefer to give us a call, feel free to reach us at 1-855-475-1625 Monday-Friday 9:00 AM - 4:00 PM MST, excluding major holidays.