Warranty Policy and Info
We love the outdoors and we all play hard. And the gear we play on are bound to take some abuse. Nearly all manufacturers understand this and provide a warranty against defects and workmanship. Each new product sold by Vital Outdoors is covered by the individual manufacturer's warranty. (Please check the manufacturer's website for information regarding their specific warranty policy.) The manufacturer will make all warranty decisions as Vital Outdoors plays the middleman between consumer and the manufacturer. Purchasing "Used" gear from Vital Outdoors doesn't come with a manufacturer warranty although product purchased with "Damaged Packaging" condition will.
Some manufacturer’s will handle warranty claims directly with the consumer, eliminating the authorized dealer(Vital Outdoors) as the middleman through the process. Below is a list of some of the manufacturers who you can contact directly for warranty claims. If you have a product from any of the manufacturers below, simply click on the brand below and it will take you to their Warranty info/form. If you have product from any other brand we carry or would rather have Vital Outdoors play the middleman in the process please go to step 1 below.
Hoka One One Scarpa Mountain Hardwear Marmot Black Diamond Oboz Hestra Billabong Big Agnes Altra Merrell Keen Burton Capita Union Dakine GNU Smith Slingshot North Face Faction Skis Bonfire Dragon Helly Hansen Xcel Solite Karakoram Rossignol/Dynastar/Look Lange LIB Tech Rome Transition Bikes
*Return shipping on warranty claims is the responsibility of the buyer. The manufacturer or Vital Outdoors will cover shipping charges within the United Sates on all items replaced or repaired under warranty. Any outside expenses that stem from a warranty situation(lift tickets, rental fees) aren't covered by Vital Outdoors or the manufacturer. If the warranty is not specified on the product purchased or on the manufacturer's website, please contact Vital Outdoors by phone at 1.303.215.1644.
We like to ride bikes as much as you do and we know the more you ride, the more likely an issue can arise with the many working parts on a bike. Bike manufacturers only handle warranty with possible defects with the frame. Any possible warranty issue with regards to components (fork, brakes, wheels, seatpost, etc.) on your bike are handled direct with the respective component manufacturers (Fox, Sram, Shimano, FSA, etc).
With that said, Vital Outdoors can play the middleman with that process but there are other options that could be quicker and easier for you. Going through your local bike shop can be a good option, as long as they’re an authorized dealer of your frame manufacturer or component manufacturer. They may be better in evaluating the issue in person and they can process a warranty claim with the manufacturer even if you didn’t buy the bike from them. A third option is you working direct with the manufacturer as many will do so, thus eliminating the middleman. If you go to the manufacturer website, you should find some warranty instruction to get the process started. But as always, we are more than willing to help you get back out on two wheels!
How to Start a Warranty Claim Process Through Vital Outdoors
Step 1. Determine whether the damage should be covered by warranty. Here are a few things that are NOT covered by warranty:
- Normal wear resulting from standard usage that occurs over time. (chipped topsheet from crossing skis, sun faded topsheet, etc)
- Damage resulting from contact with objects. (Rails, boxes, stumps, rocks, little kids, etc, etc.)
- Damage to product resulting from improper care or unnecessary roughness. (jamming tip/tail into snow, product flying off of roof racks, etc)
- Parts, hardware, accessories that were lost or have gone missing AFTER receiving your shipment.
Step 2. Fill out the Warranty Request Form. Include detailed information on the damage and where the damage is specifically located. Please allow up to a day for a response to the warranty form.
If you have any questions, don't hesitate to give us a call. We want to see you back out on your product almost as much as you want to use it, but please be patient as warranty issues can take a considerable amount of time to resolve. Most warranties are usually resolved in a timely manner and will be processed in the order they come in.
Step 3. We will contact you with further instruction.
The next step varies by manufacturer and we will provide you with all the details for the next step.
Once You Receive Further Instructions From Vital Outdoors
- Pack It
Once instructed to return the item, please place merchandise into a box for shipping.
Return the box to us via FedEx, or UPS ground.
Please address the return box as follows:
1224 Washington Ave. Suite 125
Golden, CO 80401
Warranty Claim Process
After the completed claim form and the damaged merchandise have been submitted:
- If merchandise is covered under warranty, we will replace the warranted merchandise with the same make and model whenever possible.
- If the item is not available, you will receive a credit that can be used to purchase a replacement item.
- The credit will be available by calling our order line at 1-303-215- 1644. The credit will be under the same customer information that it was originally ordered under.
- The credit can be applied to any future order of any merchandise of your choice.
If the merchandise is NOT covered under warranty:
- Vital Outdoors will call and inform you that the Manufacturer did not cover your item.
- At your request, Vital Outdoors will return your merchandise to you via UPS.
What is not covered by the Manufacturer’s Warranty (we use skis & snowboards as an example)
The following information has been created to help you, our customer, by highlighting situations in which manufacturers will not honor the manufacturer warranty of a product (based on our experience). Please note that Vital Outdoors does not make the final decision in manufacturer warranty matters. It is the manufacturer’s decision whether a product meets the warranty qualifications.
Prior to returning your equipment to Vital Outdoors for warranty review, please use the following situations as a guide of what may not be covered. Along with the examples, we have provided some suggestions for quick fixes to the problems that you may be experiencing.
Tip: All of the items carried by Vital Outdoors are backed by at least a one year manufacturer warranty. In some cases manufacturers back their products with a two-year or lifetime warranty period. If you are unsure if your item is still under warranty give us a call at 1-303-215-1644.
Board or Skis-to-Board or Skis Impact
As with a car door ding, these things happen all too often. You and your buddies are waiting for your turn in the lift line when some dude enters into the line a bit too fast and whacks into the back of your board or skis. In some cases this will cause the board or skis to chip and in extreme cases an impact with enough force may cause the edge to separate from the board or skis. The easiest way to identify this type of damage is by the contact markings that are made from someone else’s edges. This type of damage is not covered by manufacturer’s warranty.
Vital Outdoors Tip : Try to pay attention to the people around you. Your buddies and others close by are usually the culprits causing the problems. And if someone does nick up your board or skis, take a deep breath, understand it for the accident that it was. Then, lightly file down any rough spots around effected area so that these do not peel further and serve to aggravate the problem.
Board or Skis-to-Object Impact
Damage to your skis or snowboard is not always someone else’s fault. Most of the time you, as the skier or rider, need to face the music. You may find yourself out skiing or riding the backcountry on a warm spring day with slightly less than ideal snow cover. It is exactly these types of conditions when the rocks, normally covered by snow, seem to find their way to the surface or lie in wait just beneath. As you cruise along, the base of your skis or board may impact these rocks. The result of this impact may be simple base gouges, edge bending, or a separation of your edges away from the board. Tell tail signs of this type of damage are detected by a scratch (or scratches) on the bottom leading to, or originating from, the affected area of the skis or board.
This is definitely an unfortunate mishap and one that all who have ventured into the backcountry or cut through some trees have incurred. However, this type of damage is not covered by manufacturer’s warranty.
Vital Outdoors Tip: Take your time and check out the line you’re going to take before heading down. Know your snow depth and terrain! This is not only the safe route, but it is also the least costly way to ski or ride. If you do bang up the skis or board, see if your local shop can fix it up – you’d be surprised what a little epoxy and a set of clamps can take care of.
Rails, Boxes, and Natural Terrain
Freestyle skiing or snowboarding is a huge part of the today’s skiing and riding scene. Rail riding is now commonplace and has become very popular. All skiers and riders should be aware that any time your skis or board comes in contact with a solid structure of any kind, the manufacturer will not warranty any damage or wear to your skis or board.
Structures can cause serious damage to your skis or board including: scratches, bending, denting, rolling, or the edge completely separating from the skis or board.
Rolling or separating your edge on a rail or any object is commonly a result of not having your skis or board totally centered on a rail when initially hitting it. Bending or denting your rail occurs by coming up short on a rail and slamming the edge of you board into the rail. This type of damage is not covered by manufacturer’s warranty.
Vital Outdoors Tip #1: Keep your eyes open. Watch out for trees, poles, mountain goats or any other objects that could damage your skis or board.
Vital Outdoors Tip #2: If your base takes a gouge, grab some P-tex and fill it in. And if your edges get scratched or worn, a file will work miracles.
“Nose-Dive” Nose Breaks
In this scenario, let’s say that you’re having a great day in the park. You decide to hit the big kicker and go for a corked 900. The only problem is that you miss the cork and bury the nose of the skis or board into the top of the jump. In doing so the impact of your unplanned landing causes the nose or tail to flex backward; or in essence under itself. Structurally this is not the direction that a ski or snowboard was designed to flex and this force will ultimately break it. If you bend the skis or board in such a manner other than the designers had intended, the skis or board will break. This type of damage is not covered by manufacturer’s warranty.
Vital Outdoors Tip: Know your limits and your landing. Your skis or board is designed to flex a certain way and it’s not backwards. Manufacturers won’t warranty this type of break.
Now we know that customers of Vital Outdoors would never do this, but it is widely known within the industry that some individuals will try to completely destroy their skis, snowboards, bikes or other gear in hopes of getting it covered under manufacturer warranty. This will not work.
Breaking the skis, board, bike or other gear more than it had already been damaged is a common tactic used by some skiers, riders and bikers. This type of damage is not covered by manufacturer’s warranty.
Vital Outdoors Tip: Don’t do it! Duh!
“The Boot Sheath”
Anybody who has snowboarded knows that your back foot must be taken out of the binding when riding up on the lift. In doing so the weight of the board is put on your front foot and leg. What a pain, literally! The tension on your leg forces you to alleviate the pressure any way you can, and the easiest way is to rest your board on your back foot. Who knew that your back foot is nature’s perfect board rest? When you do this however, you are sawing away at the top of your boot. Your board has a 90-degree metal edge that can easily cut through your boot. This type of damage is not covered by manufacturer’s warranty.
* The information concerning warranty is for information purposes only. It does not create or imply a warranty separate from or in addition to the manufacturer’s warranty. In all cases, the provisions of the manufacturer’s warranty shall control the final decision.
Please play safe and thanks for choosing www.VitalOutdoors.com!!