Desert Pack

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shipping:

we use ups and usps. tracking info will be sent to you once the order is shipped.
we ship out 2 times per week. if there is a delay wth your shipment we likely are on a trip and will return shortly.
we don’t have any more info regarding tracking than you do.
if your tracking info says “in transit” but is taking longer than expected, all we can do is wait. it will be updated eventually. we cannot contact anyone to access more info about your shipment.

priced in us dollars and shipped via ups or usps
usps first class is the cheapest option, but we recommend choosing usps priority or ups.
please be aware that packages may be subject to delay and additional taxes and duties at the port of entry
once the package lands in the destination country/customs, it’s out of our hands. please be patient.
please notify us if the pack has been returned to sender.
please include your phone number in the order.

if the desired pack is in stock: email us for a return, send the pack back and then order the new one. we will refund the original order upon receiving it from you.
if the desired pack is not in stock: email us to see if we have any left from the batch and we will see what options we have for you.

returns:

we take full responsibility for manufacturing defects. reach out out to us and we will send you a replacement pack asap at no charge to you.
examples of manufacturing defects: ice axe loop caught in the wrong seam, elastic shock cord not secured properly, misplaced or missing bartacks, incorrect buckle placement, etc.

wear and tear

we expect your pack to last your full thru hike. reach out to us if there is an issue that renders your pack unusable and we will look over what is happening. we will often replace the pack if it seems to be used under under normal circumstances encountered while hiking. (replacements may not match your original order, as they are inventory dependent)

we issue partial refunds for smaller issues with your pack that do not necessarily render it unusable. the amount will depend on the defect.
examples of partial refunds: failures that do not affect the overall structural integrity of the pack, elastic shock cord tearing or coming out of seam, stitches tearing due to improper sewing, non widespread delamination, issues that can be repaired relatively easily, etc.
we do not accept returns or warranty on packs that have been replaced.

we don’t offer repairs.
please understand that this pack will not last a lifetime under heavy use. we have tested and used these packs extensively and deem them sufficiently durable for thru hiking.

please be nice ☮. we’re hikers just like you. if something’s up with your order we’ll make sure it’s fixed.
we answer emails 2-3 times per week.. and sometimes we’re out on trips.

please refer to the estimates listed at the bottom of each product box for future batches of packs.
if we do not have any info listed we are not sure when it will be available again.

if you have any questions, please contact us at general@palantepacks.com