Returns, Exchanges & Lifetime Warranty
All Thielsen products are covered by a lifetime warranty against defects in materials and workmanship. We will repair or replace any gear with a manufacturing defect for the lifetime of the product, free of charge. Damage due to wear and tear will be repaired at a reasonable charge.
Before returning a warranty item or an item be repaired, please follow the procedure below.
First give us a call 1.888.723.7556 and describe the specific problem with your item.
When you call with your warranty or repair issue you will be given a Return Authorization (RA) number for the item in question. Write this RA Number in BOLD and in plain view on the outside of the box in which you ship your item. Be sure to include a return shipping address and a contact phone number in the box with the item. You are responsible for the cost of shipping to us; we handle the return shipping costs to get the repaired item back to you.
Before you ship your item for repair, it must be well cleaned. Dirty packs gum up sewing machines and can ultimately break them. If you return an unclean item, we will contact you first and let you know the charge for professional cleaning prior to repairing it or mail it back to you for cleaning.
Please follow this simple cleaning procedure:
1. Open every zipper and drawstring pocket as wide as possible. Empty the item of all fireline debris by turning upside-down and shaking vigorously.
2. Spray the pack thoroughly, from all angles, inside and out, with a pressure washer. If you don’t have a pressure washer handy, the car wash is a good place to clean your pack. It’s best not to use soap or detergent.
3. Once the item has been washed, hang it to dry in the shade. Unnecessary UV exposure is extremely hard on the item.
4. Next, use flagging tape to mark each problem, on each pack, that you wish us to address. Write notes on the flagging if necessary. Then box it up (don’t forget the RA# on the package!) and ship it to us here in Eugene.
Our address is:
Thielsen Design & Manufacturing
1380 W 2nd Ave
Eugene, OR 97402