Q. What is the life time of my product?
A. The lifetime of the product will vary from person to person and product, depending on the degree of use. With that in mind, we will cover your product until it has reached a point that we have deemed beyond reasonable repair. We will take all of this into consideration when assessing your product for warranty request. We reserve the right to require proof of purchase for all warranty claims.
Q. What should I do if my product is damaged?
A. Lucky for you, we have an elite team of repair ninjas that work for us around the clock. Keep your damaged stuff, shoot us an email at email@example.com and send some pics of the out of commission gear. We’ll have one of our ninjas take a look to see if we can help.
Q. How do I send my item in to be repaired?
A. Fill out a repair request form here: http://help.kelty.com/support/tickets/newAfter submitting a repair request form you will receive an email with detailed instructions.
Q. What kind of repairs can be done?
A. We’ve seen it all. Send us an email at firstname.lastname@example.org and we’ll let you know if your item is salvageable. Please note, we are not responsible for issues caused by your own accord-such as backing over your tent poles or accidentally taking your knife to the tent mesh.
Q. What can I do about a broken buckle?
A. So your buckle has finally buckled. Send us an email at email@example.com with a pic of the buckle, the width of the webbing (that fabric stuff that keeps your buckle on the pack), and a mailing address so we can send you a shiny, new buckle you’d be proud to take home to your mama.
Q. I bought a bag at one of the below retailers, and it needs repair. Who can take care of this?
Retailers: AAFES, Bealls, Bed Bath Beyond, Belk, Bobby’s Dept, Boscov, Burlington, Cookies, Forman’s, JC Penney, J&M Children’s Center, Kidstown, Kohl’s, Macy’s, Marshalls, Meijer, Navy Exchange, Newtown-TJX, Office Depot, Ross Stores, Sears Roebuck, Shoppers World, Staples, Staples Exchange, Toys R Us
A. A. D. Sutton is an authorized Licensee of Kelty, taking separate responsibility for branded products they manufacture and distribute to the retailers named above. To file a warranty claim on these bags, send an email to firstname.lastname@example.org a description of your issue and a copy of your receipt.
Q. I need a part, what do I do?
A. If you’re looking for showbiz advice, we can’t help you. But if you happen to need a gear component you can give us a call at 1.800.535.3589 or email us at email@example.com with info and photos of the part. And you didn’t hear it from us, but the upcoming Avengers movie is in need of extras to play the shrubbery.
Q. What do I do if my equipment needs to be repaired, but I live outside the country?
A. We’re sorry to say that if you live outside of the US or Canada you’re a bit SOL in the repairs department. For customers in Canada, duties and fees are covered by you. Unfortunately, we are not able to make repairs for customers elsewhere, and we do apologize.
Q. How do I wash my sleeping bag?
A. Do NOT dry clean
Hand wash in cold water with mild soap.
Machine wash using a front loading washer, gentle cycle, with cold water and mild soap. Do not use a top loading washing machine.
Normal detergents should not be used, as they will break down materials and decrease product performance (we recommend Nikwax). For the love of the outdoors, do NOT use bleach! Ensure the bag is fully rinsed, do not wring out or twist, and don’t stretch or pull when wet.
Q. What does the EN rating/comfort rating on my sleeping bag mean?
A. EN rating stands for European Norm (ooh la la). It’s an industry standard rating that indicates the survival temperature limit on a sleeping bag that’s determined using a highly regarded test. The test involves a dummy that is dressed in base layers to simulate a real-life camper. The test takes into account physiological differences between a man and a woman, while they sleep, to help you decide which bag to take on your next adventure.
There are two temperature ratings that result from the test;
Lower limit rating: This rating signifies the outside temperature range in which an average man would be warm enough while sleeping in the bag.
Comfort rating: This rating marks the outside temperature range in which an average woman would be warm enough while sleeping in the bag.
Q. Do any of our sleeping bags zip together to make a joint sleeping bag?
A. Whether you’re trying to fit a lover, a dog, extra snacks, or all of the above into your sleeping bag, we have a couple options for you. The Callisto sleeping bags can be zipped together to make a double, and so can the Galactic bags. Or, avoid the zipping all-together and spring for the Tru. Comfort Doublewide Sleeping Bag. Double the bag = double the fun.
Q. How do I measure my torso length?
A. News flash people: your height does not determine your torso length. We’ve created a helpful acronym so you’ll know how to measure your torso; it’s called ‘DSTSLHW” (really rolls off the tongue). Here’s what it means:
Tape measurer from the
Seventh vertebrae (this is the bony thing at the base of your neck) to the
Low point of your
Which can be found by placing a hand on each hip with your thumbs pointing in and imagining a line that connects them
You’ll never forget this easy acronym. We advise finding a torso measuring buddy so you don’t have to contort your body into a weird pretzel.
Q. How do I size and fit my pack?
A. Unfortunately, we were not able to make an acronym for this one. But we did make a video. Watch it here: https://www.youtube.com/watch?v=vaUe4DzUcZ0
Q. Which sun hood do I need for my carrier?
If you have the Pathfinder, Journey, or Tour or if your carrier has snap attachments you will need: https://www.kelty.com/fc-sun-hood/This hood is also compatible with most FC carriers that were manufactured prior to 2008.
If you have the Pathfinder, Journey, or Tour or if your carrier has a hook and loop attachment or if it has a kickstand, you will need the Frame Sun Hood: https://www.kelty.com/frame-sun-hood/ This hood is also compatible with all FC carriers after 2008 except the FC 1.0 from 2010 (because sometimes we’re complicated).
If you have the Transit Kid Carrier or if your child carrier has a hook and loop attachment without a kickstand you will need the Transit Sun Hood: https://www.kelty.com/transit-sun-hood/
If you’re still unsure, you can always reach out to our team at 800.535.3589 or send us an email at firstname.lastname@example.org.
Q. I need product instructions.
A. We’ve all had to build a piece of furniture that’s missing half the parts and only has instructions in Japanese, and it’s terrible. So we’ve created helpful product manuals to guide you: https://www.kelty.com/product-instructions/. Or you can reach out to email@example.com call 1.800.535.3589 with your model name and number ready and we’ll give you a hand.
Q. How can I check the status of my order?
A. Go to Kelty.com and click on the icon of the person in the upper right-hand corner. You will be prompted to log in to your account with your email address and password. Once logged in, you will be taken to a page with your account details. On this page, click “view order status” to see the status of all current and past orders placed with your account from Kelty.com. If you didn’t create an account, don’t sweat it! Give us a call at 1.800.535.3589 and we can check it out.
Q. How can I make a return?
A. Did you get your gear straight from us (Kelty.com)? If so, reach out to us at firstname.lastname@example.org or 1.800.535.3589 (M-F 8am-4pm MST) to get a return authorization number. Have your order ID handy and check out our return policy to see if your item is still able to be returned: https://www.kelty.com/return-policy/
Q. Do we offer exchanges?
A. We don’t do exchanges but reach out to us at email@example.com or 1.800.535.3589 to start a return. When you’re ready – place your new order on Kelty.com!
A. That’s not really a question or even a full sentence but YES! We have oodles of stickers and we’d be happy to send you some. Send your mailing address to firstname.lastname@example.org find your way to sticker nirvana.
Q. How do I apply for a sponsorship or to receive a donation?
A. Think you’re sponsorship material? Need some gear donations for an event? The good news is we’ve just taken out the rigorous series of mind and body tests that used to be associated with our sponsorship and donation application. Now all you have to do is fill out a form at https://www.kelty.com/sponsorships/.
Q. Where can I find Kelty gear to check out in person?
A. Photos don’t do our gear justice, trust us. Check out our dealer locator to see what stores carry our gear: https://www.kelty.com/dealer-locator/