CURRENT TURN AROUND TIME
We are currently out of our most frequently installed Atlas snowshoe parts. Please see the Atlas page for more details.
We are currently accepting repairs. Portland area customers are currently able to drop off repairs at the Pearl District REI or Portland Patagonia (Patagonia items only). Repairs can be sent to us via our Mail Order Instructions on this page. Due to COVID-19, for the foreseeable future we will be running longer turn around times than in the past. All items must be CLEAN before sending in for repair. Unclean items will either be assessed a cleaning fee before repair or returned un-repaired. As a safety measure, we are not opening packages for 3 days once we receive them.
Our current turn around time is in the lower left of this page.
|We only accept repairs from customers residing in the US or US Territories.
We DO NOT accept Cash or Checks for Mail Order Repairs.
We only accept Visa, MasterCard and Discover Credit/Debit Cards.
Please clean your items prior to shipping–specifically if you are sending clothing, tents, packs or sleeping bags. Please do not use dryer sheets or fabric softeners. At our discretion, we will return dirty items un-repaired at your cost, or we will clean your item and assess a cleaning fee.
Patagonia Footwear Customers: Please remove the foot beds and shoe laces from shoes before shipping and keep them with you. We do not have replacement foot beds or laces for any Patagonia Footwear.
Shipping Snowshoes: Sending snowshoes can be expensive. Try and get your snowshoes into the smallest box possible to keep your shipping costs low and please avoid using extra packaging materials (especially hard to recycle materials like plastic, styrofoam, bubble wrap....). We often ship snowshoes back in a large double walled paper bag to cut down on cost of return shipping and then we have to try and recycle the various shipping materials that people have sent us which is time and labor intensive and can drive up the overall cost of our services.
Disposal Fee: If you send us an item for repair and then decide not to have it repaired we will either send it back to you at your expense or dispose of it for a fee. The disposal fee for snowshoes is $15 per pair.
How long will it take: Please look at the turn-around time listed in the lower left of our website. We try to keep this up to date. Please track your package so you know when it gets delivered. We do not contact customers to let them know that we have received items. Unfortunately we don’t do rush jobs.
What about Return Shipping: Once your repairs are finished, we will return them via UPS Ground (for larger packages like snowshoes) or USPS Priority Mail (smaller packages). That choice is made at our discretion, in order to keep return shipping costs low for you. However, if you live someplace that does not receive US Mail, please let us know on your repair form so we know to us UPS instead. Return shipping costs will be added to the cost of your repairs. Due to frequently increasing prices, we do not to post shipping prices on our website.
If you would like insurance added to your package please make note of that on your Mail Order form. If your item is returned to us because you did not provide us with a deliverable address, you will be required to pay to re-ship your item to you the second time.