Warranty

What is Tortuga's warranty?

Tortuga’s Worldwide Warranty guarantees the original owner against defects in materials and craftsmanship for the product's practical lifetime. If it’s our fault, we’ll fix it. Defects are rare but evident within your first few uses.  If your gear has a defect, email us with photos and your order number. We’ll replace it or give you store credit at our discretion, depending on product availability. What's Covered - Defective materials, hardware, or construction. - Stitching or seam defects that impact functionality. What's Not Covered - Normal wear and tear from regular use, including rips, tears, abrasions, punctures, deterioration of colors, or UV degradation. - Cosmetic blemishes, scratches, or stains that don’t affect functionality. - Improper use, abuse, negligence, or accident. - Lost or misplaced items. The warranty covers Tortuga products only. - Damage caused by airlines, including when your gear is checked or stowed. For such issues, please file a claim directly with the carrier responsible. - Damage from third-party repairs or modifications. - Final sale, refurbished products, or any secondhand purchases, including on the Tortuga Trading Co site. ** Practical Lifetime** Your gear will suffer wear and tear. Even the best-in-class materials and hardware we use will deteriorate, fade, and wear out. Tortuga products are built to last. But, nothing lasts forever. All gear has a practical lifetime. When yours starts to show signs of wear and tear, we can connect you to one of our repair partners. Repairing your gear will extend its useful life and keep it out of the landfill. At Tortuga, we stand behind our products. We started the company in 2010 and have had many customers travel with the same bag for over ten years. We want that to be you. When it’s time for a new bag, we hope to have earned your next luggage purchase. This warranty excludes implied warranties, including, but not limited to, merchantability or fitness for a particular purpose. If you need to make a warranty claim, please email us with pictures and your order number.

How do I get my bag repaired?

Repairs in the US For repairs in the US, we've partnered with Rainy Pass Repair with locations in Seattle, Washington and Morganton, North Carolina. If you need a repair due to wear and tear—not a defect—please follow the steps below. 1. Contact Rainy Pass Repair for a free estimate and to ensure that they can fix your backpack. 2. Fill out their repair form. 3. Prepare your backpack for repair. Empty all pockets and clean it by following the care instructions. 4. Mail your backpack and the repair form to Rainy Pass Repair at one of the addresses below.   Rainy Pass Repair 4415 Stone Way North Seattle, WA 98103 -- 647 Hopewell Road Morganton, NC 28655 1-888-747-7867 repair@rainypass.com Repairs in Europe For repairs in Europe, we've partnered with Scottish Mountain Gear in Edinburgh, Scotland. If you need a repair due to wear and tear—not a defect—please follow the steps below. 1. Fill out the repair booking form. (For "Manufacturer" select "other" and then list Tortuga in the model description along with the model. E.g. Outbreaker Backpack.) 2. If you'd like for them to contact you with a quote for repair first, please check the box at the bottom of the form. 3. Prepare your backpack for repair. Empty all pockets and clean it by following the care instructions. Mark the damaged areas with masking tape. 4. Scottish Mountain Gear will provide you with a copy of the online repair booking form as well as an address label for shipping.