FREE SHIPPING ON ORDERS $49+

Welcome to our FAQ page and thanks for visiting. This page is organized into different sections to make it easy for you to find what you're looking for. We've started off with the top questions asked.

We strive to maintain competitive shipping rates. Due to the wide variety of sizes of our product offering, we charge a minimum of $7, and calculate freight above that as a percentage of your order total as follows, however your Ground charge will never exceed $19.95:

  • UPS Ground:  6%
  • UPS 2nd Day:  11%
  • UPS Overnight:  13%

Please note we only ship to U.S. addresses. Once your package leaves our warehouse, you should receive it in about seven days. If an order is placed with us and then refused, you will be responsible for the original shipping costs, as well as any duties, taxes and/or customs charges that were incurred in shipping the package. These amounts will be subtracted from your merchandise refund. We've made every effort to minimize our shipping charges and only charge our cost for these services.

If your order was placed Monday thru Thursday it will be shipped the same day or the day after. If your order was placed on Friday prior to 11:00AM PST, the order may be shipped the same day, if not it will be shipped on Monday. You will receive an e-mail confirmation once your order has shipped. Prior to checking out, you will see several estimated arrival dates, depending on the type of shipping you select.

Once you have placed an order, you can check on its status at any time. To track your order from this page, go here. Once an order has shipped, you will receive a shipment confirmation email that will contain your tracking information.

Yes, we do! Our electronic Gift Certificates are sent via e-mail to any individual with a valid e-mail address. The recipient of an electronic Gift Certificate will receive an e-mail with a Gift Certificate code redeemable online only. The Gift Certificate email will be sent once payment is confirmed. Click here for more information.

No. Your credit card will not be charged until your order is shipped. When you enter your credit card information on the final review page, we'll give you an order confirmation number. You will also immediately receive an e-mail confirming that your order has been received. We will send you another e-mail to notify you when your order has been shipped and we've charged your credit card.

Yes, we do! Our electronic Gift Certificates are sent via e-mail to any individual with a valid e-mail address. The recipient of an electronic Gift Certificate will receive an e-mail with a Gift Certificate code redeemable online only. The Gift Certificate email will be sent once payment is confirmed. Click here for more information.

No. Your credit card will not be charged until your order is shipped. When you enter your credit card information on the final review page, we'll give you an order confirmation number. You will also immediately receive an e-mail confirming that your order has been received. We will send you another e-mail to notify you when your order has been shipped and we've charged your credit card.

You won't have to re-enter your credit card, shipping or billing information; when you place an order they will be filled in automatically. Also, registering makes gift giving simple. Your family and friends' information can be saved in your Address Book, so you avoid typing in their information each time you send a gift. Click here to register now.

For your own security and protection, if in the normal course of fraud control we find something suspicious regarding your order, we will call or e-mail you to verify your information.

When your order has been shipped, we will send you another e-mail with your tracking number and a link to where you can track it online.

To cancel an order you recently completed, simply go to this page, log in and then click "cancel order." If for any reason you would like to change your order, please contact customer service as soon as possible. We will make every effort to accommodate your request. However, keep in mind our system is designed to fulfill orders as quickly as possible. As a result, we cannot cancel or change an order once it has entered the shipping process.

We accept Visa, Mastercard, American Express and PayPal.

We collect sales tax only in states where we have a physical office, store or dealer.

Yes. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that your order is secure. SSL encrypts the transmissions from our ecommerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid.

SHIPPING QUESTIONS:

If your order was placed Monday thru Thursday it will be shipped the same day or the day after. If your order was placed on Friday prior to 11:00AM PST, the order may be shipped the same day, if not it will be shipped on Monday. You will receive an e-mail confirmation once your order has shipped. Prior to checking out, you will see several estimated arrival dates, depending on the type of shipping you select.

Once you have placed an order, you can check on its status at any time. To track your order from this page, go here. Once an order has shipped, you will receive a shipment confirmation email that will contain your tracking information.

On most websites, "Order Date" and "Ship Date" are not the same. For example, if you place an order on Friday at 11:00pm PST, your package will not ship until after the weekend. When you place an order, you'll see an "Estimated Ship Date" on the order page. If you opted for 2nd Day Shipping, you will receive your package two days after it ships. In some cases this does not necessarily mean two days after you placed the order. Although most orders are shipped the same or next day, please take weekends and holidays into account when considering the shipping date.

We strive to maintain competitive shipping rates. Due to the wide variety of sizes of our product offering, we charge a minimum of $7, and calculate freight above that as a percentage of your order total as follows, however your Ground charge will never exceed $19.95:

  • UPS Ground:  6%
  • UPS 2nd Day:  11%
  • UPS Overnight:  13%

Please note we only ship to U.S. addresses only. Once your package leaves our warehouse, you should receive it in about seven days. If an order is placed with us and then refused, you will be responsible for the original shipping costs, as well as any duties, taxes and/or customs charges that were incurred in shipping the package. These amounts will be subtracted from your merchandise refund. We've made every effort to minimize our shipping charges and only charge our cost for these services.

We are happy to say that we ship to military addresses (APO, FPO and DPO). Due to Due to US Postal Service restrictions, these orders will take a few more days to arrive than our standard shipping. For security reasons, we do not currently ship to P.O. Boxes.

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RETURN/EXCHANGE QUESTIONS:

We guarantee our merchandise to be free of manufacturing defects and will accept any defective item for refund or exchange. Eagle Creek will issue a refund within 30 days of purchase in the form and amount tendered for the original transaction.

All returns or exchanges must be unwashed, unworn, unused and in their original condition with receipt and tags attached.

Merchandise received after 30 days will only be accepted at our discretion for an online store credit.
Eagle Creek gift certificates are non refundable.

We will only refund shipping charges if we sent the wrong item or the item sent was defective. If you are making an exchange because you would like a different size, style or color, you will be charged for shipping on your exchange. The return/exchange value is determined by the last retail price of the item.

Please note: We do not accept returns on products that were not purchased via this website.

Please use the most economical shipping method for your return. Due to security constraints, we cannot reimburse you for an amount greater than your purchase amount. You will be charged for shipping on your exchange at this time.

Returns & Exchanges will only be accepted with a completed return form. Log into your account, click on "View Order" and on the following page click on the "Return or Exchange Items" link. Follow the easy steps, print the final page and include it in your return box.

HOLIDAY RETURN POLICY

We want our customers to buy their gifts from Eagle Creek with confidence, so we will be extending our normal return policy for the holidays. Purchases made from November 15th, 2015 through December 23rd, 2015 can be returned or exchanged until January 24th, 2016. As with our normal 30-day return policy, merchandise must be returned in new, unused condition with all original tags attached.

Returns and exchanges must be mailed to the address on our return form. You must use our return form to properly process your return/exchange. Go here, log in, click on "View Order" and on the following page click on the "Return or Exchange Items" link. Follow the easy steps, print the final page and include it in your return box.

Pack and seal your box securely, in the original package if possible. To be properly processed, you return/exchange must include a completed return form. Go here, log in, click on "View Order" and on the following page click on the "Return or Exchange Items" link. This form has a barcode that will provide us with all the details we need to expedite your return. Follow the easy steps, print the final page and include it in your return box. All returns should be shipped to the address listed below. You should ship your return/exchange with a carrier who will provide your package with a tracking number to ensure that your package does not get lost. We recommend using UPS or Fed Ex as the carrier. Please do not use the US Postal Service. If you use the US Postal Service, Eagle Creek cannot guarantee delivery of your package. Packages must be returned prepaid. We do not accept COD. Please send returns and exchanges to:

VF Outdoor DC
Dock Door #31
2525 N. Plaza Drive
Visalia, CA 93291

Once your package has been received, your refund or exchange will be processed within 7 business days. If there is a refund due, a credit will be issued in the original form of payment.

The credit may not show up until your credit card's next monthly billing cycle. You will be notified via email to the address listed on your order when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us. When processing your exchange we automatically credit you in the original form of payment and reauthorize a new payment for your exchange. If you have used a banking or debit card your financial institutions policies may result in a non-sufficient funds charge if you are executing a return/exchange.

WARRANTY/SPARE PARTS:

Eagle Creek takes pride in the quality of our products. If your item does need repair or service, please click here for information on our Lifetime Warranty and instructions for sending the product in to one of our Certified Repair Centers.

Special holiday notice: The Western US warranty center will be closing for the Holidays. Any items received after 12/9/13 will not be repaired or returned until after the first of the year. All other warranty centers will remain open only closing for Christmas and New Years Day.

Eagle Creek’s Lifetime Warranty covers your product during your product’s lifetime, not a person’s lifetime. In order to determine if your product’s life has ended, we primarily look at the fabric, which makes up 90% of most Eagle Creek products. If the fabric is discolored, degraded, de-laminated (coating flaking off), or deteriorated (sticky) then the product has most likely reached the end of the Lifetime Warranty.

Under the terms of Eagle Creek’s Lifetime Warranty, it is the customer’s responsibility to pay for shipment to one of the Certified Repair Centers. If the product is covered under the Warranty, Eagle Creek or one of our Certified Repair Centers will repair or replace the item at our discretion and return it to you via standard delivery, free of charge.

Under Eagle Creek’s Warranties, any damaged item must be returned to one of Eagle Creek’s Certified Repair Centers. This ensures that if the product is covered under the Warranty, Eagle Creek will assume all costs incurred by the Certified Repair Center and the repair will be free of charge to you.

Please note: Eagle Creek’s Certified Repair Centers will return your original product or its replacement to you at no cost via standard delivery methods, but the Lifetime Warranty does not reimburse any shipping charges you may incur when shipping your bag to a Certified Repair Center. For this reason, you may want to consider saving on freight by choosing to have your product repaired by the Certified Repair Center closest to you. Click here to view a list of Eagle Creek Certified Repair Centers.

Walk in customers are accepted and on occasion can have their product repaired while they wait. Click here to view a list of Eagle Creek Certified Repair Centers.

Products are replaced only if malfunction or defect warrants that they cannot be repaired and returned to functional status. If your product cannot be repaired and it is covered by the Lifetime Warranty, we will replace it with an available product with a similar feature set and comparable value. The replacement product will be sent to you at no charge.

Please add a note in BOLD lettering “Please Do Not Replace” in the comment section of the shipping form when you ship your product to the Certified Repair Center. If we are not able to repair your product, we will contact you. Click here to view a list of Eagle Creek’s Certified Repair Centers and print the form associated with your shipping location.

Eagle Creek is not able to send you a new product before receiving the item in need of repair. If time is of the essence, you may need to send your product to a Certified Repair Center via expedited shipping. Request ‘RUSH’ repair service and expedited return shipping on the shipping form you enclose with the item needing repair. Expedited return shipping may incur an additional freight charge; if so, we will contact you prior to shipping the item back to you. You may also want to follow-up with a phone call to confirm they will be able to rush your product through the repair process. You may also look on the website to find Spare Parts , if this is an option for your type of repair. Shipping will cost less and you’ll be able to replace the part yourself. The Lifetime Warranty does not reimburse any shipping charges you may incur when shipping your bag to a Certified Repair Center.

Eagle Creek’s Certified Repair Centers will repair product malfunctions back to functional status as described in the product’s specifications. If the malfunction is covered under the Lifetime Warranty we will repair or replace it at our discretion and ship it back to you at no cost for standard delivery.

Eagle Creek’s Certified Repair Centers only repair product malfunctions and return them back to functional status as described in the product’s specifications. You may take your product to a local repair center for custom modifications; however Eagle Creek does not reimburse any costs associated with customization, and once the product is modified it is no longer covered under the Lifetime Warranty.

You can purchase a number of Spare Parts from the Eaglecreek.com website.

If your replacement part is not shown on our Spare Parts page, please call Customer Service toll free at 844.496.0404 for confirmation of availability. You may need to send your product to one of our Certified Repair Centers for repair or to retro fit to a current part.

For lost keys, please call our Customer Service team tol free at 844.496.0404 for a replacement

Eagle Creek does not reimburse any costs to purchase replacement products, even if it needs repair while traveling. Please contact our Customer Service team toll free at 844.496.0404 and we will assist you in any way we can. You can also see if we have a Certified Repair Center close to where you are traveling.

Open the main compartment and unzip the back liner to expose the handle tubes. Locate and depress the locking pins on each handle tube to release and slide the handle into the desired position. If you are unable to correct the malfunction, please contact our Customer Service team toll free at 844.496.0404 and we will assist you in any way we can.

First, please make sure you have entered in the correct combination. If it still does not open, it may have been damaged during your trip and will require removal with cut off tools available at most local hardware stores or from your hotel maintenance department (cut off tools are also called dikes or side cutters).

Please file a claim with your airline carrier for the damaged product. If they cover repair vs. replacement, please send your product (or request the airline carrier send it to) one of the Eagle Creek Certified Repair Centers. Click here for a list of Certified Repair Centers.

We have been getting complaints from customers who have purchased on eBay (or other auction/web sites) in regards to counterfeit products. To be sure that you're not buying a counterfeit product, we suggest you shop on our website or from one of our authorized retailers. A list of authorized retailers can be found on our website by clicking here.

Yes. Simply register with us and you will be eligible to receive e-mail updates on new products, events and other special announcements. Click here to get started.

Registered users can store the addresses of their friends and family online, so when you want to send a gift, you don't have to search for his/her address...we'll hold on to it for you! Go here to update your address book.

Searching for a store near you that sells our products is easy, just go to our store locator page.

Yes. Although our website may have a greater selection than a store in your area, the products are the same. To find a store in your area, go to this page.

It's possible that the color/size combination you want is not in stock. For example, we may have your size in stock but not the color. Or we may have the color, but not the size. You can email our customer service department if what you're looking for is out of stock, they may be able to help you in terms of when the product will be available.

We will never share your e-mail address or personal information with any third parties. Any information collected on this website will be used for fraud control, order verification or internal marketing purposes only. For more details on our privacy policy, click here.

Yes. We've taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.

Over the years we have learned that improving compliance is an evolving process, one that can be challenging. Yet we do not hesitate to walk away from suppliers who do not share our commitment to providing an ethical and responsible work environment. Ultimately, we know that the quality of our products depends on the strength of our principles.

Learn more about VF Corporation's Global Compliance as it applies to the California Transparency in Supply Chain Act of 2010.