Warranty Info

 

Robinson’s Warranty Information:

Here at Robinson’s we are happy to help facilitate the warranty process for all the outdoor brands we carry. There are two options to start the warranty process:

  1. Below is a list of the majority of the brands we carry. Please click on the brand of your defective product and you will be directed to their warranty returns page and policy. Follow the instructions outlined on this page to complete the warranty process directly with the brand. We are encouraging our customers to do this because we find they are receiving significantly more efficient results.
  2. If you do not want to complete the warranty process yourself, you can leave the product with us and we will proceed with the warranty claim.

 

Robinson’s warranty completion time can be up to 12-16 weeks.

No matter which way you proceed, we are on your side! If you have any questions or concerns please feel  free to contact us at robinsonscamping@shaw.ca or call 250-385-3429 and ask for the Warranty/Special Orders desk.

Please Note:

  • The company may choose to repair, replace or credit you for your warranty item.
  • Brands consider warranties to be defects in workmanship and materials. It does not cover normal wear and tear, improper care or natural breakdown over time. We cannot guarantee that your product will be covered by a company’s warranty policy.
  • The lifetime warranty which a number of our brands have for their products refers to the lifetime of the product. This lifetime will vary according to the item in question and the amount that it is used.  Any repairs to items that are not covered under warranty will come with a repair charge.
  • In most cases your warranty item needs to be shipped to the company for appraisal. The return shipping is covered by the companies.  The customer is always responsible for shipping costs to the brands. If you leave your product with us the shipping fee will be paid when your warranty claim is closed and you receive the end product.
  • Gear brought in for warranty must be washed and cleaned. Otherwise the warranty will be delayed and you will be charged $20 by the brand to have it washed.
  • We do not provide over the counter warranty replacements or credits
  • If the company decides to credit as re-imbursement for the warranty item Robinson’s does not refund the credit.

 

Brand Warranty Policies and Forms.  Click on the Link to be directed the appropriate website.

Arcteryx

  • Click “start product service request”
  • Fill out form, identify product, describe issue and attach photos

Black Diamond

  • Click “warranty repair / claim request”
  • Fill out form, identify product, describe issue and attach photos

Cascade Designs (MSR, Thermarest, Platypus, Seal Line, Pack Towel)

  • Select the brand you have a warranty claim with
  • Click” start a repair” or “start warranty” depending on the issue
  • Fill out form, identify product, describe issue and attach photos

Echo

  • Select your country of residence
  • Depending on the issue select purchase tip sections or warranty process
  • For warranties send an email with the required information to the email provided at the bottom of the page

Ice Breaker

  • Scroll down the page and fill out form, identify product, describe issue and attach photos

Keen

  • Click “start claim” and follow the steps

Marmot Canada

  • Click “start a warranty claim”
  • Sign up or login
  • Fill out form, identify product, describe issue and attach photos

Merrell

  • Scroll down to notes section
  • Send an email with the required information to the provided email

Nemo

  • Scroll down and click “start warranty claim”
  • Fill out form, identify product, describe issue and attach photos

Osprey Canada

  • Fill out form, identify product, describe issue and attach photos

Outdoor Research

  • Select customer
  • Fill out form, identify product, describe issue and attach photos

Patagonia

  • Click on repair form, fill out form
  • Pack it up, ship it out

RAB

  • Select warranty returns
  • Scroll down and fill out form, identify product, describe issue and attach photos

Redington

  • Select the appropriate link depending on product and country of residence
  • Fill out form, identify product, describe issue and attach photos
  • Ship product to the provided address – please follow the detailed shipping instructions

Sage

  • Fill out form, identify product, describe issue and attach photos
  • Ship product to the provided address – please follow the detailed shipping instructions

Salomon

  • Fill out form, identify product, describe issue and attach photos

Sea to Summit

  • Scroll down the page to the warranty form
  • Fill out form, identify product, describe issue and attach photos

Simms

  • Scroll down to appropriate section depending on product and click start your repair (you may do this even if purchased from Robinson’s)
  • Scroll down and click “proceed with new repair”
  • Fill out form, identify product, describe issue and attach photos
  • Ship product to the provided address – please follow the detailed shipping instructions

Smartwool

  • Send an email with the product name, number, colour and size as well as a detailed description of the issue and photos to the provided email

 

Instructions for photos:

Most companies require photos of defective products to proceed with the warranty process. Please take at least 3 photos:

  • Showing the general state of the product
  • Clearly showing a close up of the defect
  • If there are any product numbers or markings send a picture of this as well
  • Always remember more is more and feel free to send as many photos as you like!

Some companies require proof of purchase: if you no longer have your receipt and have an account with us we can provide a new copy of your proof of purchase. To request this: send an email to robinsonscamping@shaw.ca with the first and last name and phone number on the account as well as the product details and rough time of purchase.