If you have any questions about Returns, Exchanges, Warranties or Repairs, please read through the links below. Any other questions feel free to give us a shout at (970) 387-8751. You can also send an email to us at email@example.com or click on the "contact us" link on the bottom menu bar.
Please keep in mind that we are a small company and do not have a fleet of 24hr customer service agents waiting to give you vague, uninformative answers and put you on hold. If we are helping other customers when you call, leave us a detailed message and we will get back to you as fast as we can. The good news is we have no circular maze of automated responses for you to navigate, we have intelligent folks answering calls from the warehouse in Denver and we won't ask you to complete a survey when the call is finished.
If you are for any reason unsatisfied with any product you can return/exchange it within 30 days of the purchase date provided that it is unused and still has the original tags.
For returns you can expect a full refund to your credit card within 7 to 14 days from the day we receive the returned gear. In some cases is may take an additional 2 weeks to be visible on your credit card statement.
Exchanges will be processed within 5 days from the day we receive the merchandise.
Customers are responsible for shipping costs unless the product is defective or there was an error in the original shipment.
If you need to return/exchange an item, please print and fill out the returns/exchanges form below.
Be sure to fill out the form completely with your original order # from the packing slip, item(s) being returned, what you are exchanging for (if applicable), the reason for return, shipping info and email.
Include this form in your package and ship.
We recommend using a carrier that can provide you with tracking information to assist with a faster exchange.
Any further questions please email us at firstname.lastname@example.org
Flylow guarantees the quality of all our products for the practical lifespan* of the item. Defects in materials and workmanship will be repaired or replaced at the discretion of the Flylow team. Products that are damaged through wear and tear, extended use, misuse or neglect will be repaired for a nominal charge. *Just a short digression about practical lifespan and reasonable wear and tear before we move on to the instructions (just in case the above description was a little too vague). Ok people, the team here at Flylow strives to give you the best customer service possible but bear in mind that this company is not run by a corporation, we are skiers just like you. That means that we make the best gear for riding cause we do it every day but, it also means that we are well aware of the warranty game cause we’ve played it just like you. So keep this in mind when you decide to ask us to replace your gear cause you tomahawked in the middle of your straight-line and tore a 14” hole in your pants. We are practical folks and want to make you all happy but cut the kids here a little slack and please...Be reasonable.
If you have any further questions please send them on to the ever dynamic and excessively chill resident dream-maker at email@example.com. Or give a shout @ (720) 509-9859
**YKK only warranties its zippers for 1 year. We use YKK zippers on all of our products and because of this policy we are only able to warranty zipper related issues for 1 year. We will be happy to assist with any issues/repairs for a nominal charge.
**Items purchased at a discount via Pro-Form or through Team orders are not entitled to the same warranty policy as retail customer purchases. Those warranty issues will be evaluated on a case by case basis.
Please download the Warranty/Repair form attached below and fill it out completely including a detailed description of what issues you are having with your gear and what you would like to have happen. You DO NOT need an RA#. Once the item(s) are received they will be evaluated by our team and if there is to be a charge, you will be contacted.
Please clean you gear before sending it in for repair or replacement. We know what gear smells like after a season of riding and then a month in the back of a Subaru before it gets sent in for summer repairs. Not only is it the law but it will also help you avoid cleaning costs.
Ship ground freight to:
- Flylow Gear
- Warranty/Repair Dept.
- 1132 S Bannock St.
- Denver, CO 80223
We recommend using a carrier that can provide you with tracking information to assist with a faster exchange. Turnaround time for repairs may take up to 6 weeks. Any further questions please email us at firstname.lastname@example.org
Specific care instructions are on the inside of each garment. However, generally: wash garments in cold or warm water with mild detergent. Hand washing is best, otherwise front-loading machines only. Rinse thoroughly and line dry. Use Nikwax Tech Wash and Nikwax TX-Direct (wash in DWR) or similar products when possible. Follow instructions on the bottle.
Reviving and Replenishing Water-Repellency
Our technical garments are treated with a DWR (durable water-repellant), which keeps the outer most materials on our gear from getting saturated so our Intuitive membranes (the waterproof breathable membranes) can function their best. This coating needs to be maintained and replenished at least once per season or more if the piece is washed a lot or gets a lot of use (like skiing in the PNW!). When the water is no longer beading up on the shell, it is time to add another coating. We believe in the Nikwax® products to help you add new DWR to our gear, but there are plenty of options. Just head to your local mountaineering store and ask the shop guys what they use! We recommend using a spray on DWR for the 2 layer garments (BA Puffy, Ice Man and Charlie jacket) and the wash in for the shells.