Support

We’re here to help you Flylow

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. Granted somedays are busier than others at the office, so if we miss your call/email, we’ll certainly get back to you within 24hrs.

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 returns 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.

Exchanges will be processed within 5 days from the day we receive the merchandise.

Customers are responsible for shipping costs unless the product is defective or there was an error in the original shipment.

Returns/Exchanges Instructions

If you need to return/exchange an item, please print and fill out the returns/exchanges form below.

Returns/Exchanges Form — Download PDF

Be sure to fill out the form completely with your original order # from the packing slip, item(s) being returned, the reason for return, shipping info and email. If exchanging, clearly specify the item(s) being returned and what you would like to exchange them for. If there is an increase in price, we will contact you for credit card information. You will not be charged for return shipping.

Include this form in your package and ship.

We recommend using a carrier that can provide you with tracking information to assist with a faster exchange.

Any further questions please email us at info@flylowgear.com

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. Or give us a shout @ (970) 510-6539

* 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.

Warrant/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 you 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.
1132 S Bannock 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. Turnaround time for repairs may take up to 6 weeks. Any further questions please email us at info@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 DWR (durable water-repellant), which keeps the outer most materials on our gear from getting saturated so our Intuitive membranes (the waterproof breathable 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 a lot or gets a lot of use (like skiing in the PNW!). When the water is no longer beading up on the shell, it is time to add another coating. We believe in the Nikwax® products to help you add new DWR to our gear, but there are plenty of options. Just head to your local mountaineering store and ask the shop guys what they use! We recommend using a spray on DWR for the 2 layer garments (BA Puffy, Ice Man and Charlie jacket) and the wash in for the shells.