3. Remove Any Accessories

If your  backpack has accessories such as extra pouches, hydration bladders, removable straps or accessories, remove these before shipping. We generally only need the core backpack to perform repairs, and sending unnecessary accessories can add weight to your shipping costs and clutter to your package. If you’ve only got a hip-belt that needs repairing, we recommend removing the hip-belt from the pack and only sending the hip-belt. We also recommend loosening all load-lifters and straps and removing your framing system if possible. Some packs like the Circuit have multiple framing components and if you don’t feel comfortable removing some of these items, that’s ok. If it’s just your backpack that needs to be repaired and not your hip-belt, you can exclude the hip-belt when sending the pack in.

4. Package the Backpack Securely

Once your backpack is clean and ready to ship, package it securely to prevent any further damage during transit. Here are a few tips:

• Use a durable box or padded envelope: Depending on the size of the backpack, choose appropriate packaging that provides enough cushioning.
• Protect fragile parts: If the backpack has delicate buckles or attachments, consider wrapping them in bubble wrap or soft material.
• Seal the package well: Make sure the package is sealed securely with strong tape to avoid damage or loss during shipping.

5. Ship the Backpack to ULA

Ship your backpack using a reliable shipping service that offers tracking, so you can monitor its journey to our repair facility. Make sure the address provided by ULA is correct and clearly written on the package.

6. Inspect Upon Return

Once your repaired backpack arrives back, inspect it to ensure the repair was done to your satisfaction. Test the zippers, straps, and any areas that were fixed to ensure everything functions properly.

Final Thoughts

By preparing your backpack properly for repair, you’ll ensure a smoother process and faster turnaround. Cleaning the backpack, securely packaging it, and providing clear details will help us efficiently repair your gear and get it back to you in top shape for your next adventure.

Steps to Prepare a New Backpack for Returns:

Return Process

1. Contact ULA: Email ULA’s customer service to initiate a return.
2.  Prepare the pack for shipping: Please loosen all straps including the load lifters, sternum straps, and hip-belt. And if possible use the original box to ship the pack in.
3. Return Shipping: You are responsible for shipping the product back to ULA.
   • US Customers: Upon request, ULA can provide a return label for a flat-rate fee of $15.
4. Refund: The purchase price will be refunded once the product has been received and processed.

Important: While ULA strives to help you get the correct model, size, or configuration, in the event of a return or exchange based on their recommendation, return shipping is the customer’s responsibility without exception.

ULA Return & Exchange Policy

Return Policy

We understand that purchasing a pack online can be challenging, especially when it comes to sizing and model selection. ULA prioritizes making your shopping experience as smooth as possible so you end up with a product you love.

• Return Window: ULA products may be returned within 14 days of delivery.
• Condition Requirements: Items must be in brand new condition—never used outdoors (including test hikes), clean, with no visible wear, dirt, pet hair, etc.
• Processing Time: Refunds may take up to 3 business days to process once the item has been delivered to ULA’s warehouse. Seasonal rushes may cause delays in processing times.
• Shipping Costs: You are responsible for the cost of returning the item to ULA.
  • US Purchases: Any initial shipping fees, including ROUTE shipping protection, are non-refundable.
  • International Purchases: All shipping fees and VAT are non-refundable.
• Final Sale Items: The following are final sale and cannot be returned:
  • Custom Backpacks and Gear
  • Embroidered Backpacks and Gear
  • Deals & Specials