Question: How are repairs handled?
All products manufactured by Jandd are guaranteed to the original purchaser for his or her lifetime against defects in materials and workmanship. This warranty does not cover damage resulting from normal wear and tear, improper care, accident, abuse, or alteration. This warranty also does not apply to seconds and closeout merchandise.
For warranty service, please hand wash your bag(s) thoroughly with warm soapy water before sending. Allow product to air dry; do not use a dryer. Include a note detailing the location and nature of the problem. Damage resulting from normal wear and tear, improper care, accident, abuse, or alteration will be evaluated and repaired at our discretion for a nominal fee.
Please email Jandd for a return authorization form, also include pictures and a description of the problem so we can make an evaluation. After you receive the form and information about the repair send to the address below.
Jandd Mountaineering, Inc.
ATTN: Warranty/Repairs Department
642 Palomar St Suite 406-381
Chula Vista, Ca 91911
Question: What if I only break a buckle?
Answer: Should you break a buckle on your pack, please do not send the entire unit to the factory; such problems can usually be fixed simply by obtaining a replacement buckle from a dealer, or directly from Jandd. Call your local dealers, and if they don't stock the buckle or spare part, call Customer Service at 760-597-9021. This system saves everyone time and money. Please note: this applies only to buckles and spare parts not sewn into the pack. Permanently-attached buckles/spare parts might require that the entire pack be returned for repair.
Question: Does the Extreme Front Rack fit on bikes with a front shock?
Answer: Yes, but you will need to use some extra hose clamps and it won’t be as sturdy as a standard fork.
Question: I lost one side of my pannier set. Can I buy just one side?
Answer: Unfortunately we only sell our panniers in sets because the dye that is used to color the fabric is done by hand and it is virtually impossible to match up an old pannier color with a newer fabric.
Question: Are the bags waterproof?
Answer: The material is treated with a water based coating called Hydorthane. This makes the fabric waterproof, However water can still get through the zippers. Many options are available to deal with rain. Please review tech note (coming soon) on this subject.
Question: Do you take returns?
Answer: Yes, we accept returns for purchases made through Jandd.com as specified in our Terms and Conditions. Any purchase from a dealer must be returned directly to that dealer according to the dealer's return policies.
Question: How many days does it take to receive the product?
Answer: All orders received before 3PM Pacific Standard Time, except weekends and holidays, will ship in 24-48 hours. To see the days in transit check the UPS transit Map.
Question: Do you make custom bags?
Answer: Yes, please see our custom bag page for details. We do not generally do small alterations.