Returns. Refunds. Warranty Info.

The reason you get 100 days is to make sure you love your Atlas Packs. And just in case you don't, making a return or exchange is easy. 

Requests must be submitted within 100 days from the date your pack was delivered. Once approved the pack can be shipped back to the address listed in the website footer.   

Please know: We do not provide pre-paid labels for returns.  All return shipping costs are to be paid by the customer 

Restocking Fees: Any packs shipped back without approval are subject to a 25% restocking fee. Used packs are subject to a 35% restocking fee. 

Please hit the chat button and let Pro Support know what your question is. We are always happy to help. Thank you.

To be eligible for an exchange, your pack must be in like new condition. 

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To start an exchange, please send a couple of snaps of your pack to Pro Support via chat along with the pack you want instead. 

Please know: We are not able to provide pre-paid labels for returns.  All return shipping and secondary outbound costs will be paid by the customer. 

Please know: We do not provide pre-paid labels for returns.  All return shipping costs are to be paid by the customer 

Restocking Fees: Any packs shipped back without approval are subject to a 25% restocking fee. Used packs are subject to a 35% restocking fee. 

We offer next day and 2 day service. Please select at checkout and then follow-up with Pro Support to confirm. Thank you.

After each order you will get a detailed order confirmation email. It is your responsibility to check this email. 

Please make sure your order is as expected and let us know right away if it is not. Mistakes happen and are super easy to correct before we ship your pack.

As part of a pack exchange within the first 100 days yes. If you need a different size or style hip belt, just let us know. Please contact Pro Support with your order number.

*only customers purchasing directly from atlaspacks.com are eligible. 

Packs are built out in the order they are received. You'll get an order confirmation right away followed by an order update 1-2 days later confirming all specs and parts.

Yes. By default USA and INTL shipments are sent without insurance or signature verification. These shipments are sent via a FedEx / USPS partnership at a highly discounted rate.

As a result, if you need to manage your delivery, want signature upon 
delivery or want to insure your shipment, you will need to pay for the upgraded shipping method. 

Please contact Pro Support for details before we ship your pack!

Only if you ship to Arizona or pickup from our shop. If you visit or live in the United States, sales tax is based on your shipping address. When applicable, the sales tax amount is included in the total paid to Atlas Packs. Atlas Packs then pays this amount to the local tax authorities.

Your local FedEx will contact you regarding how to pay. They will 
invoice you either before or after delivery. To be clear... You are 
agreeing to accept delivery of your pack and pay FedEx for the DUTY and VAT.

There is no way for Atlas Packs to collect these funds. International customers are responsible for the payment of any and all fees, tax, VAT and Import Duty charges. Unlike USA customers, none of these fees are included in the totals you pay to Atlas Packs.

It is your responsibility to pay your own taxes. Do not refuse shipment because you do not want to pay the VAT. Atlas Packs does not accept returns if the taxes have not been paid. 

If you refuse shipment then FedEx adds penalty fees and very high return shipping costs. As an example: If you live in the EU / UK and do not accept delivery, FedEx will charge more than $350 to return the shipment and these costs are your responsibility. 

These extra fees are easily avoidable. Simply accept delivery and contact Pro Support that you want to make a return. This makes the return process much easier for everyone. 

Abandoned / refused shipments are subject to a 15% restocking fee plus the cost of all shipping charges (outbound and return).

No. These charges are your responsibility. You will be notified via FedEx regarding customer clearance and the payment of fees. The price of the pack does not include any SALES TAXES, VAT or IMPORT DUTY charges. All of these fees are billed by FedEx when they deliver your pack.

You are responsible for paying your own SALES TAX, VAT and IMPORT DUTY based on the laws of your country and government. As part of the process FedEx will bill you on behalf of your government. 

**Please know FedEx may charge an additional $15-20 fee for electronic 
customs clearance. This fee helps gets your pack to you much sooner but does increase the cost. This is not something we can change.

It depends. Some countries have very high import duty rates. We will offer to refund up to 5% of your purchase price if your duty charges are more than 5% for orders that do not include free or promotional shipping costs. Please check with Pro Support for details before you order for confirmation.

The backpacks are imported under HS TARRIF CODE: 42029291 and each country charges fees such as VAT/GST and import duty fees. 

The short answers is YES! Checkout the full details in our warranty FAQ below.

Thanks to our amazing in-house council Andrew, Atlas Packs is not liable for anything you or others do while using our products. 

This includes, but is not limited to, anything placed inside your pack such as camera or video gear, personal items, food and drink, wedding rings, small children or animals, etc.. 

Atlas Packs is also not liable 
should you injure yourself or do harm to others, the environment or your surroundings while using our products. Be responsible. Follow the rules and take care of your pack and it will take care of you.

Yes. Atlas Packs, LLC, holds numerous US and Foreign 
Trademarks and has additional trademarks and pending patent application(s).

US Patent 11,033,086
ORIGAMI CAMERA CORE
US Trademark Reg. No. 88/880,609
US Trademark Reg. No. 88/520,182
US Trademark Reg. No. 86/345,525 
EUTM Reg. No. 017949901
CNIPA Reg. No. 33641394

Please understand that we reserve the right to correct pricing for any orders for any reason and reserve the right to refuse service to anyone at any time. If a discount code or shipping rate be incorrect at checkout due to a mistake or bug, please understand we will require additional payment prior to shipping your pack. Thanks in advance for your understanding.

At Atlas Packs we only service happy customers. If we can't make you happy, we reserve the right to refuse to provide any service or sale for any reason.

No, Atlas Packs does not make waterproof packs. 

Here is what you can expect in terms of protection from the elements. The outer shell is made of very light and strong rip-stop material with a x2 durable water repellent coating. 

Additionally, a raincover with welded seams is included with the purchase of your pack and provides for excellent coverage. 

Combined, the x2 durable water repellent coating and the raincover will keep your camera gear safe and dry. However, you can fully expect some moisture to work its way into your pack under certain conditions and environments. 

Now that I have made you aware, if you are a heavy sweater, if you take the pack into very humid environments, if decide to run through a bunch of waterfalls or spend hours walking through the 
rain, etc, be proactive don't throw away the moisture packets that come with your pack. 

Save them and drop a few in the stretch pocket on the inside backpanel and a few in the key fob pocket.

Please ship your pack to:
ATLAS PACKS WARRANTY
4343 E OUTLIER BLVD #107 or #100
PHOENIX, AZ 85008

INBOUND SHIPPING COSTS: Customers are responsible for shipping packs for all warranty and repair work. 

OUTBOUND SHIPPING COSTS:

USA: $15 for USPS for packs repaired or replaced under warranty. 

INTL: Packs repaired or replaced under warranty for customers outside of the USA will be shipped back at a discounted rate based on market rates.

Atlas Packs will repair or replace at no costs any packs impacted by 
any manufacturers defects. Customers are responsible for the return of any packs to the Atlas Packs Shop for warranty and repairs.

Send over some photos / a video of the issue to Pro Support. We will review and let you know next steps.

Atlas Packs will repair or replace at no costs any packs impacted by any manufacturers defects. Customers are responsible for the return of any packs to the Atlas Packs Shop for warranty and repairs. 

It depends. Buckles break for a variety of reasons and are typically theses reasons are not covered under the lifetime warranty, 

For a buckle to be covered under warranty, the damage would have had to happen during the manufacturing process and be broken/defective upon delivery. 

All buckles go through a series of tests as part of the sewing stage at the factory and when each pack is shipped from our warehouse to you and defective buckles are usually identified and replaced before packs are shipped to customers.

It's not unexpected for buckles to break or snap and why Atlas Packs offers a $5 five buckle buckle pack. Often the damage happens from the buckle getting pinched or jammed in a door or hard edge and this results in a lot of extra pressure that goes well beyond the pressure from usage under the click in and release motion

To make sure you are covered, the $5 buckle pack includes a bevy of extra buckles and pulls!

Things that are not included in the lifetime warranty include but are not limited to normal wear, tear, rips, scrapes, tears, water and moisture damage, stains, blemishes, failure due to misuse, lack of care or just doing something stupid. 

What this means is that if you take care of your pack you can expect a 
lifetime of use without any issues. If you don't take care of your pack, then you can expect wear and tear and damage to impact the life and 
these are not covered under warranty.

The Atlas Packs lifetime warranty covers manufacturers defects that 
result in your pack becoming unusable or to no longer function as 
designed. Generally speaking, warranty issues are readily evident and dealt with inside of the first 100 days of ownership. Issues that arise
from normal wear and tear as well as lack of care are NOT covered under warranty.

We will setup a call or ask that you send over some photos. Chances are all you need is some help with a fitting. If we do need to swap you out we have discounted shipping rates.

if you refuse shipment and/or provide information that results in your pack been returned without prior approval, any and all shipping costs related to the return of your pack to the Atlas Packs shop or any abandonment fees will be charged back to your account. Please know FedEx adds penalty fees and very high return shipping costs. Much better to hold and then arrange to ship back.

No. Atlas Packs does not require signature upon delivery. It is your 
responsibility to manage your own shipment and delivery. 

For shipping insurance the cost is $5.50. Please contact Pro Support to arrange for this service.

Not via FedEx. We do offer USPS shipping can can ship to PO Boxes. Please leave a note with your order.

Yes. For both USA and INTL orders. Please note that free shipping are built and shipped in bulk. The qualifications for free shipping along with build and shipping dates are provided at checkout.

Please make sure you return all parts and accessories including all dividers, hip belt, frame and raincover. A restocking fee equal will be charged for any parts not returned. 

We do not refund outbound shipping and will charge a restocking fee of 35% for packs that show signs of use. If your pack is not "like new" please let us when you request to make the return.

Yes, you are welcome to visit at anytime, however an appointment is required.

Contact us via chat and we will get you setup :)

The Atlas Packs shop is it is not a retail store with regular hours. 

With an appointment we offer local pickup and personalized shopping and fitting and would love to have your bring down your gear and checkout both of the packs.

if you refuse shipment and/or provide information that results in your pack been returned without prior approval, any and all shipping costs related to the return of your pack to the Atlas Packs shop or any abandonment fees will be charged back to your account. Please know FedEx adds penalty fees and very high return shipping costs. Much better to hold and then arrange to ship back.