Warranty & Repairs
Macpac gear is tested in New Zealand’s rugged outdoors, and designed to last the distance.
All Macpac products are fully warranted against defects in materials and workmanship.
If a product ever fails due to a manufacturing fault or material defect, we will repair it free of charge. If it is not practical to repair it, we will replace it.
In Field Repairs
The zip slider doesn’t close my zip anymore
One of the most common issues one can run into is a zip slider that doesn’t work properly; when the zip keeps splitting after trying to close it, it’s time to have a look at the zip slider. Often a quick fix will solve the problem for you in no time.
Use a pair of pliers to gently squeeze the opening in the slider together (where the teeth go through) and try if the zip will close correctly now. Be careful not to squeeze too hard as this will prevent the slider from moving all together and can damage the zip. Gently apply the force to both sides evenly. Try a little first and put a bit more on if the teeth still don’t come together.
This should keep the zip going for a bit. If the slider fails again contact your local Macpac store to see if you can get it replaced.
I’ve got a zip with broken teeth
If the teeth of a zip are broken you will have to get the zip replaced. If a zip breaks while you’re out on an adventure check if the slider is still able to close it. If this is the case try and minimise the use of the zip and get it repaired as soon as possible when you’re back home. If multiple teeth are broken preventing the slider from working altogether, you will have to take more drastic measures. Close the zip as far as possible stopping just before the broken teeth. Then use a needle and thread to join the zip together just above where the slider finished. Note the thread should go through as close to the zip teeth as possible to avoid potential damage to the fabric next to the zip. Repeat this every 2-3cm depending on the location of the zip and its use.
The shoulder straps of my pack have ripped off my pack
The adjustable shoulder straps of Macpac’s harness systems are fitted with Polyurethane back-guides to allow the straps to slide over the frame stays. Over time these back-guides will deteriorate and can break under stress. If this happens in the field cable ties are the best option to connect the shoulder straps to the frame, one near the top of the strap and one near the base. Failing that duct tape also works by wrapping it around both the shoulder strap and the frame bar. Upon your return take your pack to your local Macpac store to get the back-guides or the complete shoulder straps replaced.
There’s a small hole in my pack, tent, sleeping bag, jacket, etc.
If there’s a small tear or hole in the fabric try and limit the damage to one panel or section of the product. Ideally don’t make any more holes by stitching a large patch over a relatively small hole, especially not over multiple panels. Duct tape is a better option; it’ll keep you going for a while and we can remove it easily when you bring the gear in for a professional repair.
There’s a large tear in my pack, tent, sleeping bag, jacket, etc.
If the tear in the fabric is quite large try again to limit the damage to one panel or section of the product. See if you can hold the fabric together with duct tape, but if the tear is too big use a needle and thread to stitch it up. Make sure you bring your gear in for a professional repair as soon as you have the chance.
One of the buckles on my pack has broken
If the broken buckle is in a crucial place look if there is one you can take from elsewhere on your pack (or someone else’s for that matter) that might not be so critical (side compression straps for example). If you can’t find another suitable buckle you can try to use cable ties as a temporary solution or, if there’s enough webbing to work with, simply tie a knot.
Product Repairs - New Zealand
Macpac New Zealand
4 Mary Muller Drive
Christchurch, New Zealand
Phone: 0800 622 722 - (64) 3 9649693
Product Repairs - Australia
Remote Equipment Repairs
Factory 40, 22-30 Wallace Ave
Point Cook, Victoria 3030
Phone 038360 7113
Fax: 03 8360 7114
Product Repairs - United Kingdom
Scottish Mountain Gear Limited
Phone: 0131 653 1313 Fax: 0131 665 1919
The Repair Centre Unit 17 Fisherrow Industrial Estate
Newhailes Road Musselburgh EH21 6RU SCOTLAND
Product Repairs - Europe
Ideavelop b.v. Klavermaten 37c 7472 DD Goor
Tel: +31 (0) 547-352727
Fax: +31 (0) 547-352777
Product Repairs - Japan
Goldwin Inc 2-20-6 Shoto Shibuya-Ka
Tokyo 150-8517 Japan
Phone: +81 3-3481-7221
Fax: +81 3-3481-7228