Warranty Claims: How We Decide

Every Acme Outdoors product is covered against defects in materials and workmanship for two years from the day it was delivered. This page is how we decide a claim, so the answer is the same whoever replies.

## What we ask the customer for

- The order number, or the email address on the order
- Photos: the whole product first, then close-ups of the problem
- A sentence or two on what happened and when

## Covered: replace or repair

- Seam tape lifting on a rain fly or a floor
- A pole section that cracks in normal use
- A zipper slider that splits or won't close
- A sleeping pad valve that leaks

## Not covered: offer a repair kit and 20% off a replacement

- Burns from stoves, sparks or campfires
- Punctures from pets, sharp rocks, or pitching on rough ground without a footprint
- Normal wear after several seasons of heavy use

## How we reply

1. Thank them and confirm we have the photos.
2. Decide within one business day. If you're not sure, ask Maya before you answer.
3. Log the claim in Warranty & Claims so we can see which parts fail most.
4. Replacements ship the same or next business day, and the customer gets tracking by email.

Never ask a customer to send a damaged tent back. Photos are enough.