Customer Service

Service Information Apparel & Equipment Care The Fine Print
Contact Us Proper Care and Storage Disclaimer
No Hassle Guarantee Warranty Repair Notice and Disclaimer of Warranty
Ordering Information Warranty Repair Form Safety
Shipping Brooks-Range Catalog (pdf) Copyright and Patent Notice
Returns Spring 2013 Dealer Workbook (pdf)  
Return & Exchange Form Fall 2012 Dealer Workbook (pdf)    
  Fall 2013 Dealer Workbook (pdf)  

 

Contact Us

Brooks-Range Mountaineering Equipment Co.
4725 Thornton Avenue
Fremont, CA 94536-6408 USA
Phone: +1 510.297.0100

Order questions: orders-at-brooks-range.com

Product questions: info-at-brooks-range.com


Satisfaction Guaranteed!

As our customer, you are our #1 priority. We want you to count on us for friendly, knowledgeable customer service and fast shipping. Your complete satisfaction is important to us. Without it, we couldn't stay in business. If something isn't right, simply return it and we'll do our best to make it right.

If you need to return items for exchange or refund, please include our Return and Exchange Form. If you need a repair or have a warranty issue please download and include our Warranty Repair Form.

 

No Hassle Guarantee!!!

Providing you with quality products is our core purpose, and we guarantee everything we make. If you are not satisfied with one of our products when you receive it, or if one of our products does not perform to your satisfaction when used with reasonable care under normal circumstances, please return it to us for repair, replacement or a full refund, except for shipping and handling.

If your product is damaged due to extraordinary wear and tear, we’re also happy to repair it for a reasonable charge. We reserve the right to inspect your product before replacing it or refunding your money.

Please clean your product before returning it to us, as California law requires that products be clean before they are accepted for review and repair. 

Of course, even Brooks-Range products don’t last forever. Normal outdoor activities — such as climbing, ski mountaineering, skiing, backcountry travel, and rescue work — expose our products to abrasion, fatigue, sunlight and overloading. Severe falls, stresses, overloading, exposure to excessive temperatures and sunlight, chemicals or improper use will also shorten the life span of our products. These scenarios, while unusual, highlight the importance of checking and protecting your equipment. Normal wear and tear, modifications, alterations, negligence, damage, and use for a purpose other than stated are not covered by our No Hassle Guarantee.

Our No Hassle Guarantee is for one year from purchase date and only to the original retail buyer (Buyer) of our products (Products). If a Buyer is not satisfied with one of our products, the buyer should deliver the Product to us at the address provided below. We will repair, replace or refund the cost of such Product free of charge, except for shipping and handling. That is the extent of our liability under our No Hassle Guarantee and upon the expiration of the applicable No Hassle Guarantee period, all such liability shall terminate.

No Hassle Guarantee Exclusions

Our No Hassle Guarantee does not apply in the case of normal wear and tear, modifications, alterations, negligence, damage, improper use, improper maintenance, accident, misuse, and use for a purpose other than stated. Our No Hassle Guarantee gives you specific legal rights, and you may also have other rights which may vary from state to state. Except as expressly stated in our No Hassle Guarantee, we shall not be liable for direct, indirect, incidental or other types of damage arising out of, or resulting from, the use of the Product. Our No Hassle Guarantee is in lieu of all other warranties and guarantees, expressed or implied, including, but not limited to, implied warranties and guarantees of merchantability of fitness for a particular purpose (some states do not allow the exclusion or limitation of incidental or consequential damages or allow limitations on the duration of an implied warranty, so the above exclusions may not apply to you.)

For sale and closeout purchases, all sales are final. We do not honor our return policy on sale and closeout purchases. For free shipping purchases, we honor our return policy, except for shipping and handling. Although all sale and closeout purchases are final, if you ever have any questions or dissatisfaction with any purchase, please contact us and we will do everything possible to make it right. Our number one goal is to guarantee complete satisfaction.

Merchandise Returns:

You don't even have to call us if you have a problem with the merchandise you've received. If you are not completely satisfied with any item purchased from us, simply return said item in original condition for a replacement, exchange, or full refund.

To return products, secure a Return Merchandise Authorization (RMA) Number and fill out a Return and Exchange Form. Send the completed form with the product in the original packaging, then place this package in a second box to protect against damage. Make sure to include your name, address, email and daytime phone so that your return can be processed. Please insure your package in case it is lost or damaged. You may also wish to send it via a delivery service that can track its return. To assure speedy handling, please ship it directly to:

Brooks-Range Mountaineering Equipment Co.
2450 Washington Ave #70
San Leandro CA USA
Phone: +1 510.297.0100 / Fax: +1 510.797.3214

Shipping charges are non-refundable and the item you return should be in the condition you received it — unused with all boxes, instruction cards and documentation intact. If you have questions about our No Hassle Guarantee please feel free to email us at: info-at-brooks-range.com.

Climbing Gear Exception

In order to protect our customers, returns on most climbing gear will not be accepted unless directed by a Brooks-Range employee.

 



Disclaimer

Mountaineering, climbing, skiing, ski mountaineering, rescue work, backcountry travel and other outdoor activities are inherently and exceptionally dangerous and may result in severe injuries and death. You are responsible for your own actions and decisions. Any individual using products, information therein, or equipment from Brooks-Range Mountaineering Equipment Co. is responsible for evaluation of their use and for fully understanding their limitations prior to any application. Furthermore, any person using Brooks-Range Mountaineering Equipment Co. products, information therein, or equipment in any manner assumes all risks and accepts full responsibility for any and all damages or injuries including, but not limited to, death or severe injuries, which may result from the use of the products, information therein, or equipment. While we strive to assist you, the responsibility remains with you, the user, to act safely and educate yourself in the proper use of all products, information therein, equipment or gear. Know what you are doing, and know your limitations. Before using Brooks-Range Mountaineering Equipment Co. products, information therein, or equipment read and understand all guides, instructions and warnings that accompany them and familiarize yourself with their capabilities and limitations. We recommend that every user seek proper training in the use of Brooks-Range Mountaineering Equipment Co. products, information therein, or equipment.
* Failure to read and follow these warnings can result in severe injury or death!

* A list of guide services and instructional programs may be obtained through local or national mountain guides associations.
In the USA, contact the American Mountain Guides Association, 303.271.0984 or www.amga.com.
In Canada, contact the Association of Canadian Mountain Guides (ACMG), 403.678.2885 or www.acmg.ca.
For other locations, contact the International Federation of Mountain Guides Association (IFMGA) or www.ivbv.info.


Notice & Disclaimer of Warranty

To the best of our knowledge, the information contained in our products is accurate and current through the date the product was printed. Our printed products are intended, however, solely as a portable source of general information for experienced individuals who have received proper expert training, instruction and experience related to the activities, topics and uses. Our products are not intended, nor are they intended to be, a substitute for, or a replacement of, proper expert training, instruction and experience related to the activities, topics and uses. Our printed products do not provide a comprehensive or exhaustive analysis of the topics addressed therein. The user of our products is responsible for complying with and ensuring that the information contained in our printed products complies with all applicable laws, regulations, codes, rules, guidelines, protocols, and is up-to-date and appropriate. 

BROOKS-RANGE MOUNTAINEERING EQUIPMENT CO. CANNOT AND DOES NOT GUARANTEE THE EFFECTIVENESS OF ITS PRODUCTS, INFORMATION THEREIN OR THE ACCURACY THEREOF. AS SUCH, THE USER OF BROOKS-RANGE MOUNTAINEERING EQUIPMENT CO. PRODUCTS ACKNOWLEDGES THAT HE/SHE USES THESE PRODUCTS AT HIS/HER OWN RISK.

THERE ARE NO EXPRESSED OR IMPLIED WARRANTIES REGARDING THE EFFECTIVENESS OF BROOKS-RANGE MOUNTAINEERING EQUIPMENT CO. PRODUCTS, INFORMATION THEREIN OR THE ACCURACY THEREOF.

 

In no event shall the user of products, information therein, or equipment from Brooks-Range Mountaineering Equipment Co. be entitled to recover from Brooks-Range Mountaineering Equipment Co., or its fabricators, developers or authors, any special, consequential, incidental, or indirect damages of any kind arising directly or indirectly from the use of any products, information therein, or equipment from Brooks-Range Mountaineering Equipment Co. The user of products, information therein, or equipment from Brooks-Range Mountaineering Equipment Co. agrees that he/she has no right of or claim for indemnity or contribution against Brooks-Range Mountaineering Equipment Co., or its pricipals, fabricators, developers or authors arising from or in any way related to the use of any products, information therein, or equipment from Brooks-Range Mountaineering Equipment Co.


Safety

If you have any doubt about the accuracy, currency or safety of your Brooks-Range Mountaineering Equipment Co. products, information therein, or equipment, send it to us for inspection. Destroy retired or out-of-date products, information therein, or equipment to prevent any possibility of further use. 

Always review and inspect your products, information therein, or equipment before and after every use. Never file, cut, grind, edit or otherwise modify Brooks-Range Mountaineering Equipment Co. products, information therein, or equipment in any way.

Brooks-Range Mountaineering Equipment Co. products are not intended to be used by children 13 years of age and younger.

Brooks-Range Mountaineering Equipment Co. guides, instructions and warnings do not replace proper instruction by a qualified professional.

If you do not completely understand any of the above or if you have questions, contact Brooks-Range Mountaineering Equipment Co. at: +1 510.797.7980 or info@brooks-range.com.

WARNING: PROPER USE OF ALL BROOKS-RANGE MOUNTAINEERING EQUIPMENT CO. PRODUCTS AND INFORMATION THEREFROM REQUIRES EXPERT TRAINING, INSTRUCTION AND EXPERIENCE RELATED TO THE ACTIVITIES, TOPICS AND USES.

Copyright & Patent Notice

Our printed products are copyrighted. Our non-printed products have patents or patent pending. All rights are reserved. Please remember that use of any text or graphics from our printed products without permission could constitute copyright infringement. Please remember that duplication of our non-printed products without permission could constitute patent infringement.

IMPORTANT: Read your product instructions. If you have questions, contact Brooks-Range Mountaineering Equipment Co. at: +1 510.797.7980 or info@brooks-range.com.

For additional information, refer to Customer Service at: brooks-range.com.

© 2011 BROOKS-RANGE MOUNTAINEERING EQUIPMENT CO.
www.brooks-range.com

 
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