In order for an item to be determined as defective, there has to be a failure of craftsmanship or function within a specified amount of time. Some manufacturers cover their products for a year and others have a lifetime warranty. Examples of manufacture defects include delaminating, leaking or fogging, seam failure, and zipper malfunction. Normal wear and tear or abuse is not covered by manufacturer warranty.
There are manufactures that request that customers deal directly with them, such as most sunglass companies. There are also manufactures that will repair products, some that will only issue store credit, and others that will replace with new product.
Please refer to the two forms on Drive that store vendor warranty information:
Dealer Warranties Requiring Customer Contact, and
Dealer Warranty Lookup.
Any item brought in for repair or warranty must have a Repair Tag completed. If the item is the property of a customer seeking disposition, a work order must be created as well. Repair tags can be found at the front counter and should be located in all departments. Follow Repair Tag Procedure to complete the tag correctly.
PacOut Society Members:
Within 60 days after purchase, defective items may be returned for replacement, store credit, or refund of purchase price. Shipping charges are waived.
Between 61 days and 1 year after purchase, defective items may be returned to the manufacturer for repair or refund. Shipping charges are waived on regular sized items. Refer to shipping chart for over-sized items.
If more than 1 year after purchase, please contact the manufacturer to discuss their warranty options.
Within 60 days after purchase, defective items may be returned for replacement, store credit, or refund of purchase price. A $10 shipping charge may apply. Refer to shipping chart for over-sized items.
Between 61 days and 1 year after purchase, defective items may be returned to the manufacturer for repair or refund. A $10 shipping charge may apply. Refer to shipping chart for over-sized items.
If more than 1 year after purchase, customers can contact the manufacturer to discuss their warranty options.
Make sure to inform the customer that warranty returns usually takes at least 4 to 6 weeks for processing returns with the manufacturer. This processing time generally takes even longer during the holiday season.
If a warranty item is replaced with a stock item, it must be processed through the register. A credit will be issued by a return, and then the replacement item removed from inventory. A repair tag must be completed and a copy of the transaction receipt must be stapled to the tag. Instead of a customer’s name, Eureka, Arcata, or Ukiah, is written on the repair tag.
Customer warranty returns are entered into Counter Point so that the item can be processed and tracked. Notes as to status and ship date are entered by the warehouse.
All repairs are sent to the returns desk to be processed.
If a customer calls to check the status of a return, take their name, phone number, and brief description of what was returned. Look up customer Work Order to view status notes. Contact a manager if you are unable to locate work order and current notes. Make sure to follow through and return the phone call to the customer.