Being a very small company, SARpack™ will give you one-on-one, quality (and down-to-earth!) customer service. We encourage you to contact us with any questions, comments or concerns, and we'll do our best to address them. We are always looking to improve our business, and your feedback is welcome and valued.

The following are our standard policies for returns, warranty issues, backorders, custom pre-equipped packs and shipping. If you need clarification, or we haven't covered something to your satisfaction, send us an e-mail and we'll get back to you as soon as possible (which is usually within two business days ... not including weekends and holidays, when we're usually out hiking).

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Warranties
Backorders
Custom Kits
Shipping

RETURNS

SARpack™'s return policies are straight-forward. If you aren't satisfied with your purchase, just contact us by e-mail at contact@24hourpack.com for a return authorization number, then send back the entire kit for a refund.

We will not accept any returns that do not have a Return Authorization number (RA) on the outside of the package. RA's are valid only for fourteen (14) days after they have been issued. Sorry, but products returned after the expiration date will be refused.

If you would like to make a return, we do have some requirements as follows:

• The kit must be returned within thirty (30) days of the purchase date.


• Your return must be accompanied by a copy of the original sales receipt.


• All items must be clean, unused and otherwise in the same condition as they were sent to you.


• All items must include original tags, packaging and instructions as they were sent to you.


• The customer is responsible for properly packing the items and paying all shipping costs.

Please note: Since we are in the business of selling kits (for now!), SARpack's™ customers will not be issued refunds for individual items, with two exceptions: the backpack and the GPS unit. These are the only items that are optional in the first place, so we'll be happy to accept returns of either or both of them according to the provisions above. The refund amount will be the value SARpack™ has allotted for these items within the kits, which are:

• Osprey Kestrel 28 backpack: $100


• Osprey Kestrel 38 backpack: $120


• Garmin e-Trex H GPS: $100


• Garmin e-Trex Legend: $140

Incomplete kits: If you send us a return which is not complete, the full retail value of missing items will be deducted from your refund.

Damaged or used items: If any returned items are found to be damaged, dirty or otherwise not in the condition in which they were originally supplied by SARpack™, the full retail value of those items will be deducted from the refund.

All packages refused by customers without prior written consent will be charged for return shipping and a 10% cancellation fee.

Refunds are issued to the credit card used for the original purchase.

Shipping charges are non-refundable.

Please see Custom Kits below for our return policies on those items.

WARRANTIES  Back to the top

All merchandise sold by SARpack™ is guaranteed to be genuine and in new condition. Since SARpack™ is a Factory Authorized dealer for the vendors listed on this site, you receive a full factory warranty from the day of purchase.

There are no product warranties offered by SARpack™. All product warranty claims are between the customer and manufacturer. Customers agree that these items can only be returned to manufacturers for replacement/repair, except in cases that SARpack™ shipped the wrong item.

BACKORDERS  Back to the top

SARpack™ will make every effort to post backorder information on the website. If, however, that information is not posted, we will contact you when you place your order and let you know.

If an item is on backorder, we will be happy to ship the rest of your kit within the standard 2 business days and then ship the backordered item as soon as it is available, at no extra cost to you.

CUSTOM KITS  Back to the top

SARpack™ welcomes individual and group requests for custom kits; although, we cannot guarantee we will be able to fulfill those requests in their entirety. (It will depend on what you need and what we have access to). But feel free to ask by e-mailing us at contact@24hourpack.com. We'll let you know within 2 business days if we can accommodate all or part of your request, as well as the price. If you'd then like to place the order, we'll e-mail you an invoice. For groups or teams that would like the option of placing future orders or to have orders placed separately by group/team members, we will set up a unique page on our website for your convenience.

Please be aware that it could take a few weeks to receive custom kits, because we'll have to special-order some (or all) of the items. We'll make every effort to get your purchase to you much sooner than that but cannot guarantee a shipping date.

Our policy is that sales of custom kits are final. If, however, the custom kit includes one of our standard backpacks or GPS units from the SARpack™ or PREpack™ kits, we will accept returns of those items under the conditions outlined above.

Search & Rescue teams, outfitters and other groups interested in custom kits for your business or unit members, see our Custom Packs page for more information.

SHIPPING  Back to the top

We do our best to process orders the same business day. If your order is placed by 4PM MST, Monday through Friday, we will do our best to get your purchase out the same day. (We do not guarantee that it will go out the same day, but we try to make it happen.) Orders placed after 4PM on Friday, Saturday or Sunday, will ship the following Monday or the next business day.

Any fees assessed by the carrier for shipping address corrections while a package is in transit will be passed on to the customer. Address corrections are not guaranteed, and re-shipping charges may apply. Shipping and/or billing address corrections must be done manually after an order is placed.