Free Shipping offer is valid in the US lower 48 states only, and is not available for PO Boxes or Military APO/FPO addresses. Orders placed by 12:00 pm Mountain Time Monday - Friday will ship the same day. All other orders will ship the next business day. Discount codes are not valid on sale products or Pro purchases. Limit one discount code per order.

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FAQs

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. We have a super talented repair team. Hang on to your damaged gear, shoot us an email at warranty@kelty.com& send some pics of the damaged gear and a member of our team will be happy to determine if it’s something that is eligible for repair.

 

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. Our team can repair a wide range of issues. Shoot us an e-mail at warranty@kelty.comand we’ll check if your item can be revived!

 

Q. What can I do about a broken buckle?

A. Shoot us an email at warranty@kelty.com with a pic of your buckle, the width of the webbing (that fabric that keeps your buckle on the pack), and a mailing address so we can send the replacement your way!

 

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 customerassistance@adsutton.comwith a description of your issue and a copy of your receipt.   

 

Q. I need a part, what do I do?

A. Give us a call at 1.800.535.3589 or email us at warranty@kelty.com with info on the part and photos, and our team will get back to you.

 

Q. What do I do if my equipment needs to be repaired, but I live outside of the country?

A. Currently, we are only able to fix up gear for customers in the US and Canada. For customers in Canada, duties and fees are covered by you.

 

Q. How do I wash my sleeping bag?

A. Do NOT dry clean  

Laundering options:

  • 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.  It is an industry standard rating that denotes the survival temperature limit on a sleeping bag and is determined using a highly regarded test.  The test uses a dummy that is dressed in base layers to simulate a real life camper. The test results also take into account the physiological differences between a man and a woman, while they sleep, to help guide the end consumer in purchasing the correct sleeping bag for their next adventure.

There are two temperature ratings that result from the test:

  • Lower limit rating – this rating denotes the outside temperature range in which an average man would be warm enough while sleeping in the bag.

  • Comfort rating – this rating denotes 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. The Callisto sleeping bags can be zipped together to make a double, as can the Galactic sleeping bags so you can spoon & cuddle in a double-wide with comfort. Double the bag = double the fun. 

 

Q. How do I measure my torso length?

A. Your height does not determine your torso length! To measure your torso, drape a soft tape measure from the seventh vertebrae (the bony protrusion at the base of your neck) down along the contour of your spine to the low point between your hipbones. To find that point, place a hand on each hip with your thumbs pointing in; imagine a line connecting your thumbs, and that line is where you want to end your measurement. 

 

Q. How do I size and fit my pack?

A. We have a video to show you how! You can watch it here: https://www.youtube.com/watch?v=vaUe4DzUcZ0

 

Q. Which sun hood do I need for my carrier?

A.

  • 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 warranty@kelty.com.

 

Q. I need product instructions:

A. Check out our product manuals here: https://www.kelty.com/product-instructions/ Not finding what you need? Reach out at warranty@kelty.comor 1.800.535.3589. Have your model name and number ready and we can help!

 

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 warranty@kelty.com  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 warranty@kelty.com or 1.800.535.3589 to start a return. When you’re ready – place your new order on Kelty.com!

 

Q. Stickers?

A. We have them! Send us an email at warranty@kelty.com with your mailing address and we’ll send some your way!

 

Q. How do I apply for a sponsorship or to receive a donation?

A. Do you think you’re BUILT FOR PLAY and want us to sponsor you? Is your organization in need of some gear for an event? Fill out an app for sponsorships and donations here: https://www.kelty.com/sponsorships/

 

Q. Where can I find Kelty gear to check out in person?

A. Glad you asked! Check out our dealer locator to see what stores carry our gear: https://www.kelty.com/dealer-locator/

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