Warranty Questions
This category answers customer inquiries about warranty coverage, eligibility, and the process for making a claim
General Questions
My product arrived damaged, what do I do?
We apologize that your product arrived in not-so-great condition.
Contact us as soon as possible, and we will send you instructions on how to process a return. We'll do our best to resolve the issue as soon as possible.
Upload pictures of the packaging and the damage, along with the label.
We will file a claim with UPS, and they will contact you shortly after the claim.
If you have any questions, please email our Customer Service at support@moorstonegear.com . Allow 1-3 business days for a reply, as creating more " Contact moorstoreGear " forms can send you to the end of our queue (line) and further delay a response time.
Returns and Exchanges
These will be carefully marked before purchase. If you are not completely satisfied with your purchase from the moorstonegear.com online store, you may return your unused item in its original packaging with hangtags still attached within 30 days of your order date for a full refund of the original purchase price, minus the shipping and handling charges. To ensure credit, please have all paperwork, parts, and accessories enclosed with the returned product. Please allow 14 business days for us to process your return.
The Customer is responsible for return shipping and insurance on all returns at the current carrier rates, except where defective or misshipped products are sent. We recommend that you pack the item securely in the original shipping carton, ensure the package, and keep the shipping receipt on hand until the credit is issued.
To process your return, a MOORSTONEGEAR return authorization number will be required. Click here or visit https://www.moorstonegear.com/a/returns. To get started, you can just enter your order number and the email address used to place the order. You will then be prompted to answer a few simple questions about your product to determine your eligibility for an RMA. Once approved, you will receive return instructions and a pre-paid shipping label.
Your original form of payment will be credited as soon as the returned product is received and processed at our return center. Financial institutions vary in the time it takes for credits to appear on their customers' records, so please allow one or two billing cycles for the refund to appear on your statement.
Suppose an item is received beyond the 30-day return period without an approved RMA number or is not in “returnable” condition as described above. In that case, the customer will not be eligible for a refund or replacement and will be responsible for paying for the item to be shipped back to them. After 30 days, if payment is not received for the return shipping of the non-returnable goods, the product will be destroyed.
Note that items purchased on Moorstonegear.com can only be returned to Moorstonegear.com.
FREE GIFT WITH PURCHASE
If your MOORSTONEGEAR.com order included a free gift with purchase, you MUST also return this item when returning your order. If you fail to return your free item, its retail value will be deducted from your refund. As with all product returns, the item must be unused and in its original packaging.
What payment methods do you accept?
We currently accept Visa, MasterCard, Discover, American Express, and PayPal for all online purchases.
How long will it take for me to receive my order?
We strive to process and ship orders as quickly as possible. Orders can take up to 24 – 48 business hours to process. The number of business days between shipment and delivery will depend on the destination location. Refer to the map below for estimated GROUND delivery. Please note that GROUND deliveries occur during normal business hours, Monday through Friday, with the possibility of Saturday delivery depending on location.
All shipments ( UPS Ground ) deliveries occur during normal business hours, Monday through Friday.
Please take note that these are estimated time frames, as we do not have control over unexpected delivery delays.
Please note that an order will receive a tracking number once it has been packaged. The tracking number will be supplied to the customer via email.
Can I place an order with you over the phone?
We employ a third party to oversee all transactions and perform a very stringent security review to prevent fraud and ensure your personal information is protected. Because these security checks utilize location information and other device related information to verify your identify we cannot place orders on your behalf by phone.
Can you honor the retail price from another store?
Thank you for reaching out with this question. We completely understand how important it is to find the best value when shopping. At this time, we are not able to honor or match retail prices offered by other stores or online retailers. Pricing may vary from store to store based on some factors, including sales promotions, seasonal discounts, or unique vendor agreements that may not apply across all retailers.
We also recommend keeping an eye out for our seasonal sales, exclusive online offers, andloyalty rewardsopportunities. These are excellent ways to receive additional savings while still enjoying the full benefits of purchasing directly through us.
Why isn't my coupon code working?
Unless specifically stated otherwise, MOORSTONEGRAR.com coupon codes are ONLY valid when used on regularly priced, non-sale items and are not valid with any other promotions. Only one item can be purchased with the discount code at one time.
Please also be careful not to inadvertently use similar-looking characters ( example: I or l vs 1, vv vs w, etc).
If you feel that the reason your code isn't working is not related to the reasons above, please contact us.
Can you cancel my order?
We are unable to make changes or modifications to an order once it’s been placed (such as updating items, sizes, colors, or shipping details).
However, you can cancel your order within 1 hour of placing it. Simply use the “Manage Order” link in your confirmation email or your account page to cancel. You will then have the option to reorder with the corrected information.
If more than 1 hour has passed, the “Cancel” button will no longer be visible. At that point, your order has begun processing and can no longer be cancelled - even by our Customer Service team.
If your order has already been processed and shipped by our warehouse, don't worry! You can visit our Returns Center to process and receive a return label when the package arrives at your address.
Please Note: UPS can take up to 24-48 hours to update shipping and tracking information.
While return shipping isn’t covered by MOORSTONEGRAR, we make it easy. You’ll receive a prepaid return label at our discounted rate, and the cost will be deducted from your refund.
Product Questions
Can you honor the retail price from another store?
Thank you for reaching out with this question. We completely understand how important it is to find the best value when shopping. At this time, we are not able to honor or match retail prices offered by other stores or online retailers. Pricing may vary from store to store based on some factors, including sales promotions, seasonal discounts, or unique vendor agreements that may not apply across all retailers.
We also recommend keeping an eye out for our seasonal sales, exclusive online offers, andloyalty rewardsopportunities. These are excellent ways to receive additional savings while still enjoying the full benefits of purchasing directly through us.
Can you cancel my order?
We are unable to make changes or modifications to an order once it’s been placed (such as updating items, sizes, colors, or shipping details).
However, you can cancel your order within 1 hour of placing it. Simply use the “Manage Order” link in your confirmation email or your account page to cancel. You will then have the option to reorder with the corrected information.
If more than 1 hour has passed, the “Cancel” button will no longer be visible. At that point, your order has begun processing and can no longer be cancelled - even by our Customer Service team.
If your order has already been processed and shipped by our warehouse, don't worry! You can visit our Returns Center to process and receive a return label when the package arrives at your address.
Please Note: UPS can take up to 24-48 hours to update shipping and tracking information.
While return shipping isn’t covered by MOORSTONEGRAR, we make it easy. You’ll receive a prepaid return label at our discounted rate, and the cost will be deducted from your refund.
Can I place a large volume order?
Thank you for inquiring about MOORSTONEGEAR products. We offer a discount program on select products for orders of 25 or more pieces of a single item. If you're interested in making a large volume purchase, please visit www.moorstonegear.com to find a representative in your area.
We are tax exempt, how can we order and not be charged for tax?
If you are eligible to receive tax exemption on your purchases, you must first create an account at www.moorstonegear.com (click here to create an account) and then email support@moorstonegear.com with your tax exemption certificate. Once your certificate has been reviewed, we will update your SWISSGEAR account to be Tax Exempt and notify you of this change by email.
Once you have received confirmation that your account has been updated, login back into the SWISSGEAR.com website and proceed with your purchase.
My order says suspected fraud, what is wrong?
We employ a third party to oversee all transactions and perform a very stringent security review to prevent fraud and ensure your personal information is protected. If your order has been flagged as “Suspected Fraud”, it is usually due to the billing address not matching the address on file with your financial institution; however, we never receive the exact reason that a transaction is flagged.
Due to the sensitive nature of this process, we cannot guarantee the length of time any additional security checks can take or if the order will be processed at all. If you would like to learn more about the transactional decision, please contact CNKJ1997@gmail.com.
The item I just purchased is now on sale. Can you honor the price?
If the exact same item (same SKU) was purchased through SWISSGEAR.com at full price within the last 30 days and that same item has since been offered at a reduced price, we will happily refund the difference. This excludes comparisons between bundles and individual items, as well as clearance or “Last Chance” pricing tied to discontinued products.
Please contact us with your order number. Once we receive your order number, we will process the refund for the difference within 5 business days.
Are your backpacks waterproof or water resistant?
We strive to produce durable, long wearing products that will fit seamlessly in your daily routine. Our backpacks are constructed of a poly blend which is water resistant, but not waterproof. If your pack will be frequently exposed to wet weather, we recommend that you purchase an aftermarket universal rain cover.
Warranty Questions
Warranty Coverage
MOORSTONE GEAR products are covered by a Limited 3-Year Warranty against manufacturing defects in materials and workmanship, starting from the original date of purchase.
This warranty applies only to products purchased directly from our official website or authorized retailers.
What Is Covered
This warranty covers manufacturing defects including:
- Stitching or seam failure under normal use
- Zipper malfunction not caused by misuse
- Hardware defects (buckles, clips, adjusters)
- Fabric defects such as delamination or abnormal tearing
All claims are subject to inspection and approval.
What Is Not Covered
This warranty does not cover:
- Normal wear and tear
- Cosmetic damage (scratches, fading, stains)
- Damage caused by overloading, misuse, or improper care
- Airline or transportation damage
- Unauthorized repairs or modifications
- Damage resulting from accidents or negligence
Products used for commercial or rental purposes are not covered.
Warranty Remedy
If a manufacturing defect is confirmed, MOORSTONE GEAR reserves the right, at its sole discretion, to:
- Repair the product, or
- Replace the product with the same or comparable model, or
- Issue store credit equal to the original purchase value
Cash refunds are not provided under this warranty.
How to Submit a Claim
To initiate a warranty claim, please contact us at:
Include:
- Order number
- Proof of purchase
- Clear photos of the issue
- Description of how the issue occurred
Claims without sufficient documentation may be declined.
Shipping Responsibility
Customers are responsible for shipping costs associated with sending the item back for inspection.
If the claim is approved, MOORSTONE GEAR will cover the cost of shipping the repaired or replacement item back to the customer.
For international customers, additional customs duties or taxes (if applicable) are the responsibility of the customer.
Additional Terms
This warranty:
- Applies only to the original purchaser
- Is non-transferable
- Does not extend beyond the original warranty period
- Does not apply to discontinued or clearance products unless otherwise stated
MOORSTONE GEAR reserves the right to determine whether a product defect qualifies under this warranty.
