Please fill out the below form, and our Eagle Creek warranty team will get back to you as soon as possible.
Please include your proof of purchase and an image of your item.
THE EAGLE CREEK NO MATTER WHAT™ WARRANTY
All Eagle Creek products are backed by our No Matter What™ Warranty. From day one, Eagle Creek has been committed to building durable travel gear that lasts and our warranty is intended to take care of your product in case you run into any trouble.
Our No Matter What™ Warranty is extended to the original owner of the item and covers all functional aspects of the product for the life of your gear. No matter what happens to your Eagle Creek travel gear along the way, we are here to get you back to your next adventure as soon as possible.
WHAT IS SPECIFICALLY COVERED?
We build our products to last over extended periods of use, but inevitably everything does eventually wear out. Fabrics will deteriorate and fade and moving parts will wear out. All gear will suffer from differing degrees of wear-and-tear, depending upon use. Gear used by an adventure travel guide for 200 days of the year will, by comparison, degrade faster than gear used by someone who travels 2 to 3 times a year.
By taking care of your products you will ensure longer lifetime for your gear. Use your judgment when assessing whether your product is likely to be covered under our warranty policy. It may simply be time to replace it.
We will cover your product against defect and malfunction until such a time that it has been used and worn out beyond reasonable repair.
This warranty does not cover, normal wear and tear, or the natural breakdown of colours and materials over extended time and use. Accident, improper care, negligence are excluded. Normal wear and tear is the wear and tear caused by the expected use of the bag over an extended period of time. There are a few factors that determine the end of “product life”. (1) Fabric: Product fabric makes up 90% of most Eagle Creek products. If the fabric is discoloured, degraded, de-laminated or deteriorated we may determine this to be end of “product life”. (2) If a major component fails due to years of use (such as a handle, wheel or zipper) we may deem the product to have met its full life cycle.
Damage not covered under the Lifetime Warranty that is repairable can be repaired for a reasonable rate and a fee will be charged for return shipping. We have Authorised Repair Centres that utilise the same parts as the original product.
WHAT DOES DEFECT OR MALFUNCTION MEAN?
Defects in materials or workmanship are covered for the practical lifetime of the product. Material refers to zippers, buckles and fabrics, etc. Workmanship refers to seams, and construction. Damage due to wear and tear such as rips, tears, abrasion or UV degradation, misuse or neglect is not covered under our warranty policy but may be repairable for a fee.
WHAT DOES PRODUCT FAILURE MEAN?
Product failure can happen when the components are stressed outside of their design specifications and are no longer able to function in the manner originally stated. For instance, Eagle Creek wheels can withstand cobblestone streets, but are not built to be run over by a train. The fabrics are meant to withstand heavy abrasion, but not a sanding belt.
THE WARRANTY DOES NOT COVER
- Cosmetic damage or cleaning – scratches, dents, dings, scuffs, stains, color changes, normal wear and tear (including inner fabric), technological obsolescence, or other non-functional changes in the appearance of the product that occur during normal handling and use by any party and which do not impair the functionality of the product.
- Replacement of any non-defective parts in the item.
- Damage determined by us to be due to intentional abuse, modification, tampering, and/or alteration beyond what could be considered normal handling and use.
- Fabrics that are discolored or degraded from UV or water due to improper storage
- Damage of contents or the replacement of lost or stolen gear and/or its contents.
- Replacement after item is at the end of its' life.
DIY REPAIRS
Keeping our collective carbon footprint in mind, we’ve found that at-home repairs are often the most sustainable way to repair your luggage. We are committed to building more and more of this functionality into our products as we evolve.
Common repairs that can be done at home: Some wheel replacements, zipper pull replacements and broken buckles. Please contact customer service as the next step.
Repairs that CANNOT be done at home: Any issues with handles, zippers, or tears in the bag body.
CARING FOR YOUR EAGLE CREEK PRODUCT
Cleaning your Product Properly:
Dirt and grime will abrade the fabric and wear it out. For cleaning, use a sponge with warm water. Always use a non-detergent soap. Most liquid soaps contain detergents, powdered soaps are preferred because they usually do not. To dry your bag stuff it loosely with crumpled-up paper, and hang it in the shade. To preserve the integrity of the fabric coating inside of the bag, the interior should only be cleaned with a damp cloth (no soap). Lastly, it is essential that your product is completely dry before you store it.
Never Machine Wash Your Product:
Unless stated otherwise on the care label, never machine wash or machine dry your travel gear or accessories. Never use hot water, bleach, dishwashing liquid, pre-soaking solutions, or spot removers. Always use a powdered non-detergent soap. Never use solvents to clean your gear or accessories as solvents may irreparably damage the materials and components of your product. *Any use of solvents will void Eagle Creek’s Lifetime and No Matter What™ Warranties.
Zipper Maintenance:
Keep your zippers clean, free of sand and grit, and out of the dirt. This will help them last much longer.
Storing Your Product:
Before storing your Eagle Creek gear bag or travel accessories always make sure they are clean and dry. Never pack or store your gear or accessories if they are dirty or damp. Wet or damp fabric can mildew, causing delamination, leaks, and foul odors. There is no cure for mildew damage. Storing your gear or accessories while they are damp could cause the polyurethane coating to soften and stick to itself (a chemical reaction called hydrolysis). With prolonged exposure to moisture, the coating will become sticky and is likely to peel away from the fabric. In caring for your bag it is also important to keep your pets away from your bag. They smell your scent and know it’s your bag. Somehow they also know that it is your companion when you are away from home, and tend to mark it. Many types of pet urine have a strong odor and cannot be washed out of your bag… so unfortunately you will end up traveling with the memory of your pet the entire life of the product. Odors, scratches, fading and scuffs are considered cosmetic damage because they do not affect the function of the bag and so are therefore not covered under the Eagle Creek Warranties. Store your gear and accessories in a cool, dry, temperate environment. Do not stack heavy objects on top of your gear and accessories and, if possible, stuff bags with clothing or crumpled-up paper to help maintain shape.
Still have questions?
Contact our customer service team at
(02) 9552 6900
customerservice@eaglecreek.com.au
REPAIR LOCATIONS
BEFORE YOU CONTACT A REPAIRER
Before reaching out to a repairer directly, we ask that you please contact us using the form below, and let us know you're preferred repairer, and the problem with your item. This way we can ensure they have the replacement parts required for you, before you pop in to see them.
NSW
Custom Luggage
317 Sussex Street
Sydney, NSW, 2000
Phone: 02 9261 1099
Fink's Canvas Covers Kempsey
Yarravel, NSW 2440
Phone: 0429 622 224
Cobbler Rd (Shoe Repairs)
78 Baylis St
Wagga Wagga, NSW 2650
Phone: 0432 173 288
Email: cobblerrd@gmail.com
QLD
TAS