We’re here to help with just about anything except maybe picking out an outfit for your date on Friday, unless it’s a ski date. If you need to know how something fits, if the pants have dual ventilation or pit zips on a jacket, tracking down your package or just general questions about Flylow, we’re here for you. Best way to get a hold of us is to email info@flylowgear.com or by calling 970-387-8751. If it's in regards to a warranty please scroll down and read our full warranty policy. If you still have questions reach out to warranty@flylowgear.com. Granted some days are busier than others at the office, so if we miss your call/email, we’ll certainly get back to you within one business day.
For International Orders:
International orders are processed within the same time frame as orders within the US. These orders are shipped through UPS Mail Innovations and do not automatically receive tracking through the system. If you would like to track your package to your door please send an email to info@flylowgear.com with your order number and "Tracking Request" in the subject line. Please note it will take 3 - 4 weeks for these orders to arrive, UPS will transfer the package to your local post for delivery.
RETURNS / EXCHANGES
RETURNS/EXCHANGES POLICY
If you are unsatisfied with an item purchased from flylowgear.com, we gladly accept returns/exchanges within 30 days of purchase provided that the item has not been used and the original tags are still attached. If you have any questions feel free to contact us at: info@flylowgear.com.
For refunds you can expect a full refund to your credit card within 7 to 14 days from the day we receive the returned gear. In some cases is may take an additional 2 weeks to be visible on your credit card statement.
Returns and exchanges MUST be initiated with the link below using the prepaid shipping label provided. If they are not initiated through the link or without the label, our warehouse will have no record of the return and cannot process it- you will NOT be refunded.
Exchanges will be processed once your items are mailed back to us and the package has been scanned by the carrier.
Customers are responsible for shipping costs unless the product is defective or there was an error in the original shipment. This will show as a $10 handling fee when processing your return. Exchanges will not be charged a shipping fee.
If you receive a defective item please do not initiate a return or exchange, email us at info@flylowgear.com with pictures and we will work with you on a resolution,
Original shipping costs are non refundable.
RETURNS/EXCHANGES INSTRUCTIONS
Start Your Returns Process Here
The above link will take you to our new returns portal. All you'll need is your order number and the zip code to which you shipped your order.
RETURNS FROM MULTIPLE ORDERS
If you are returning items from two or more separate orders you must initiate a return for each individual order and send them back separately, otherwise we won't have record of all the returns and a refund will not be issued for items without a corresponding return label.
WARRANTY / REPAIRS
Flylow guarantees the quality of all our products for the practical lifespan* of the item. Defects in materials and workmanship will be repaired or replaced at the discretion of the Flylow team. Products that are damaged through wear and tear, extended use, misuse or neglect will be repaired for a nominal charge. Typical manufacturer warranty issues that will be covered include zipper failure, delamination, buckle/snap failure, seam taping, stitching issues etc. Reasonable wear and tear does not include tears in fabric from impacting trees, rocks, skis, icy parking lots or other sharp objects. Reasonable wear and tear does not cover cigarette or bonfire burn holes. If something you have done accidentally has caused the failure we will gladly work with you to have your garment repaired for a small fee or replaced for a discount. We work with some of the best repair facilities in the world who can make your outerwear look and perform almost as good as new for a small fee. We will take care of you and strive to make you over satisfied but as a small independent company we can’t always replace every piece for every reason.
If you have any further questions please send them to warranty@flylowgear.com.
* Flylow products are covered by our standard warranty, to the original owner, for the practical lifetime of the product. Unfortunately, this doesn’t mean your lifetime or ours, but rather the lifetime of the components and fabrics. Moving parts will wear out and fabrics will deteriorate and fade over time. We’ll cover your product under our warranty until such a time that we deem the product to be worn out beyond reasonable repair. A product showing signs of age (fabric that’s become thin or faded, or has developed tears; a zipper that no longer catches; fraying cuffs, etc.) is often the result of natural breakdown. We’ll take this into consideration when assessing your warranty request.
**YKK only warranties its zippers for 1 year. We use YKK zippers on all of our products and because of this policy we are only able to warranty zipper related issues for 1 year. We will be happy to assist with any issues/repairs for a nominal charge.
**Items purchased at a discount via Pro-Form or through Team orders are not entitled to the same warranty policy as retail customer purchases. Those warranty issues will be evaluated on a case by case basis.
WARRANTY/REPAIR INSTRUCTIONS
Please download the Warranty/Repair form attached below and fill it out completely including a detailed description of what issues you are having with your gear and what you would like to have happen. You DO NOT need an RA#. Once the item(s) are received they will be evaluated by our team and if there is to be a charge, you will be contacted. Please do not send us your used gloves. Please email warranty@flylowgear.com if you are experiencing any issues with our gloves or mitts.
WARRANTY/REPAIR FORM — DOWNLOAD PDF
Under Colorado law we are not permitted to work on soiled gear or send out soiled gear for repair. Please clean your gear before sending it in for repair or replacement. We know this may be an inconvenience but we must protect our staff from pathogens and allergens. Not only is it the law but it will also help you avoid cleaning costs.
Ship ground freight to:
Flylow Gear
Warranty/Repair Dept.
1155 S Inca St.
Denver, CO 80223
We recommend using a carrier such as UPS or FedEx that can provide you with tracking information to assist you with a faster exchange. We are not responsible for your item until we have signed it in to our warehouse. (You are responsible for return shipping, but we have your back and will cover express shipping of your item back to you.) Turnaround time for repairs may take up to 6 weeks. Any further questions please email us at warranty@flylowgear.com
PRODUCT CARE INSTRUCTIONS
WASHING
Specific care instructions are on the inside of each garment. However, generally: wash garments in cold or warm water with mild detergent. Hand washing is best, otherwise front-loading machines only. Rinse thoroughly and line dry. Use Nikwax Tech Wash and Nikwax TX-Direct (wash in DWR) or similar products when possible. Follow instructions on the bottle.
REVIVING AND REPLENISHING WATER-REPELLENCY
Our technical garments are treated with a durable water repellent (DWR), which keeps the outer most materials on our gear from getting saturated so our waterproof membranes can function their best. This coating needs to be maintained and replenished at least once per season or more if the piece is washed frequently or gets used a lot in wet or sweaty conditions (we're talking to you, skiers in the Sierra and Pacific Northwest). When the water is no longer beading up on the exterior of the shell, it's time to replenish the DWR coating. We believe in Nikwax® products to help you add new DWR to your gear—we sell Nikwax combo packs here, and instructions for use are on the packaging. There are plenty of other options out there too — you can head to your local mountaineering or ski store and ask the shop guys what they use.