How does your warranty and repair process work?

We understand that sometimes gear needs a little attention, whether it's a warranty issue or a repair. To make the process as smooth as possible, we've outlined the steps involved in our warranty and repair service and what you can expect for communication from us.

PLEASE NOTE that this lists the process for warranty in North America. If you're located outside of the US and Canada, please visit here.

Initiating Your Claim or Repair

1. Gather Your Information: To help us assess your request quickly and efficiently, please include the following:
   • Proof of Purchase: Having this handy will speed things up! If you don't have it, do not worry.
   • Photos of the Issue: Clear pictures will help us understand the problem. Multiple angles and videos are also encouraged if you want!
   • Your Full Name and Address: We need this to create your claim. Make sure everything is correct! If you only write "Mark" as your name you will be known as "Mark Mark" from here on out and we're sure you don't want that!
2. File a Claim: You then need to take this information and submit a request through our online portal. You can find the necessary forms for both warranty and repairs here.
3. Confirmation: When your claim is submitted you will receive an email within a few minutes letting you know your ticket number. If you do not get this confirmation, your claim has NOT been submitted and you need to try again.

What to Expect After Submitting Your Claim

• Initial Contact: We try our best to respond to all claims during our open hours (Monday-Friday, 9 am-5 pm ET) within 24 hours with the next steps. However, during peak periods, it may take longer. If it will be more than the allotted time, we'll let you know!
• Return Authorization (RA) Number: In our email we'll provide you with an RA number. This number is crucial! Please either write it on the outside of your shipping box or include a printout with the RA number inside the package.
• Prepare Your Gear:
  • Ensure everything is clean
    If your item is too dirty, it will be sent back to be cleaned before repair. Please show our repair team respect by not making them have to deal with your dirt.
  • Properly mark the item with masking/painters tape to show us the issue(s), make sure it's on firmly so it doesn't fall off in transit (DO NOT use duct tape).
    If not marked, there is a risk that we may miss an area that needs repair or the process will be delayed.
• Shipping Your Item: Per our warranty policy, customers are responsible for shipping the item(s) to us. You can use ANY ship method you want (USPS, UPS, FedEx, DHL, carrier pigeon), but we do recommend using a method that gives you a tracking number.
  
  Spare Part Option: In some cases, we may determine that a spare part is the best and fastest solution for you instead of bringing it in for inspection. If so, we'll send you an order confirmation for the part, and you'll receive tracking information once it has shipped.

What Happens When We Receive Your Gear

1. Package Receipt: Once your package has been delivered to our headquarters, we will check it in and you will receive an automated email confirming this. If you have not received this email three to four days after your tracking shows delivered, please feel free to reach out to us!
2. We start the process for your gear: This can be up to NINE days after your receipt confirmation is sent, so be patient! If you have not heard an update from us and it's been longer than nine days, please reach out by replying to the last correspondence you received from the team and we'll check into this for you.

Depending on in-person inspection, we'll either repair your gear, replace it, supply a spare part, or provide a gift card.

Our Repair Process

1. Processing: If your item is being repaired, it will then be given to our repair team. You will receive an email confirming this step.
2. Repair Costs: If your repair isn't covered under warranty, we'll include in your email a sales order with the repair costs. Payment is required before we can return your item(s).
3. Return Shipping: Once your gear is repaired and ready to go, you'll receive an automated email with tracking information.
   
   Repair Timeline: Repairs typically take four to six weeks, but this can vary depending on the time of year and our repair volume. Please be patient and use this as a general guideline as to when we'll be in touch!

Our Warranty Process

1. Processing:
   • Replacement: If we decide to replace your gear, you'll receive an automated email with an attachment containing your order number. When the replacement ships, you'll get another automated email with tracking details.
   • Repair: If we decide to repair your gear under warranty, you'll receive an automated email confirming this. Please refer to the "Our Repair Process" section above for the expected timeline and next steps.

Spare parts/gift cards

• Spare part- After inspection if our team decides a spare part is the best fix, we will make that replacement and ship your gear back to you, free of charge. You'll receive an automated email from us with tracking details.
• Gift card- If it's determined that your claim is best resolved with a gift card (e.g.- your gear needs replacement but it is discontinued without a related product in our line), you will be sent an email containing the gift card details that can be used on our website.

We strive to get you back to enjoying your NEMO gear as quickly as possible and communicate with you every step of the way. We appreciate your understanding, patience, and cooperation throughout this process!