Mystery Ranch designs and manufactures packs for the job that needs to get done, supporting customers who rely on our packs to get home at the end of the day. The Mystery Ranch Warranty guarantees everything they build against defects in materials and craftsmanship for the practical lifetime of the product. We will happily offer repair or replacement for issues with materials or craftsmanship. Damage due to normal wear and tear or misuse can be repaired for a reasonable charge.
We will do our best to sort the warranty as soon as possible. Sometimes this may take a number of weeks.
The Mystery Ranch Guarantee is a warranty/repair policy that is in place for the practical lifetime of your Mystery Ranch product. We aim to get your pack back to a functional, working state. We will do our best to match all fabrics and thread; we may have to use different colours and materials to get your pack back to working order. We consider backpacks tools – function and performance are paramount.
Our users are notoriously tough on our product. If you are sending it in please make sure it is clean. Find Cleaning Guidance here.
What is the Mystery Ranch - New Zealand Warranty Policy?
The Mystery Ranch Lifetime Guarantee covers all manufacturing defects in craftsmanship and materials. Mystery Ranch warrants your pack for the practical lifetime of the product, and will repair or replace the pack at no charge. If your pack has been used as a play toy for a stag or dragged behind a quad... we can still fix it for a nominal fee. Please note that if the cost of your non-warranty repair work exceeds the cost of a new pack, we will recommend that you purchase a new pack instead of paying for repair work.
An excellent way to quantify what type of damage is covered under the warranty is to think: (1) Did I cause this damage to the pack or did any part of the pack fail? Meaning, if you use your pack as a shooting rest and put a bullet hole through the side of the pack, this would be damage that is user caused and would not be covered under the warranty. Conversely, (2) if you need to get inside your pack and the zipper fails, this is damage that would be covered under the warranty.
We can fix both examples listed above; the first example we will help coordinate a repair at a reasonable price. The second example would be fixed at no cost to you and we would provide you with a shipping label for getting the pack to us, fix the pack, and then ship it back to you. In this situation, we cover the cost of shipping both to and from us. We do our best to try to determine warranty coverage via photos, however we cannot definitively determine warranty coverage until we’ve had a chance to inspect the pack. Please understand that receiving a shipping label does not necessarily guarantee warranty coverage.
Please use the contact form to get in touch with us in the first instance.