Need help? Get quick answers here for commonly asked questions!

Have questions? Our Customer Support Team is happy to assist you on weekdays between 10:00 AM and 3:00 PM ET. You can expect a response within 1-2 business days.

Our business hours are 10:00 AM and 3:00 PM ET, but phone availability can be limited. If no one is available to take your call, the best way to reach us is always via online ticket.

Hyperlite Mountain Gear Help Center

To proceed with a warranty claim or repair request, please <a href="https://hyperlitemountaingear.com/pages/warranty">review the information on this page</a>. When you&apos;re ready, you can <a href="https://hyperlitemountaingear.com/pages/warranty-repair-request">initiate a warranty claim or repair request</a> using our online form. Please fill out the according fields to the best of your abilities, and be prepared with photos that depict your concerns.&#xA0;

To proceed with a warranty claim or repair request, please review the information on this page. When you're ready, you can initiate a warranty claim or repair request using our online form. Please fill out the according fields to the best of your abi

How do I submit a warranty or repair claim?

Warranty & Repairs

What if the item I'm in need of is out of stock?

Do you offer customizations or modifications to your gear?

Order management

Do you have lead times on your products?

When does my order process?

Shipping & Delivery

What is Hyperlite Mountain Gear's return policy?

How long do I have to return or exchange my product?

What condition does my product need to be in to qualify for a return?

Can I return or exchange items purchased from authorized dealers?

What should I do if I tried my gear and it’s not working out for me?

How can I start a return or exchange?

How do refunds work with Affirm?

Returns & Refunds

Do you have a warranty?

What is considered a ‘manufacturer’s defect?’

I bought my gear from a third-party retailer. Am I still eligible for warranty or repairs?

I submitted my warranty/repair ticket. How long until I get a response?

Which of your products will be covered under warranty?

Will my replacement products be covered under the warranty as well?

I altered my product. Is it still eligible for warranty or repair?

Do I need to send back my products once my warranty claim has been approved?

How long will it take to receive my replacement product under warranty?

Which products are eligible for repair?

Do you offer a free repair service?

How long do repairs take?

DIY Zipper Repairs

How do I apply promo/discount codes?

Payments & Discounts

Do you offer pro deals?

Are your packs waterproof?

What is the difference between the Windrider, Southwest, Junction and NorthRim?

How do I figure out my torso size?

What are the hip belt adjustments for each torso size?

How long are the aluminum stays for each torso size?

Do all HMG removable hip belts work with the Elevate 22?

How do I clean my Hyperlite Mountain Gear pack, stuff sack, or shelter?

What are the lengths of the shoulder straps for each torso size?

Do Pods work with other brand's products?

Will my bear canister fit in your packs?

Will my pack fit carry-on dimensions?

Do your packs have load lifters?

What’s the best way to store my shelter?

Do you have a retail store I can visit?

Do you offer factory tours?

Are your packs hydration bladder compatible?

How do I carry a full snowboard with my pack?

Can I buy replacement hardware, raw goods and materials from you?

Account & General Gear FAQs

How do I submit a warranty or repair claim?Updated 2 months ago