Warranty
1. Getting Started with a Warranty Claim
Q: How do I start the warranty process for my product?
A: To initiate a warranty claim, please follow these steps:
- Provide Documentation: Send us a detailed description of the issue you're experiencing. For products like power systems, we may ask for specific data, such as app screenshots or error messages.
- Submit Photos/Serial Numbers: For products like campers or accessories, please provide a photo of the product or its serial number (if applicable). This helps us verify the product and assess the situation. Sending clear pictures of the issue will significantly help us with troubleshooting and diagnosing the problem more effectively.
- Explain the Situation: Let us know what’s going on with the camper (e.g., malfunction, damage, or other issues). This information allows us to create an action plan to resolve it.
Once we receive this information, we’ll evaluate the issue and advise on next steps, whether it’s a replacement in shop or something hat can be sent out.
2. Warranty Coverage & Terms
Q: What is covered under the warranty?
A: Our warranty covers manufacturing defects and issues that occur under normal use. This includes things like:
- Faulty parts or components
- Defects in materials or craftsmanship
- Issues due to manufacturing errors
However, warranties do not cover damage resulting from misuse, improper installation, or accidents.
3. Warranty Processing Time
Q: How long does the warranty process take?
A: The processing time for warranty claims depends on the nature of the issue and the availability of replacement parts. In general, we aim to resolve warranty claims within 2 weeks, depending on the complexity of the issue. We will keep you updated throughout the process and provide an estimated timeline once we begin processing your claim.
4. Returning a Product for Warranty
Q: Do I need to return the product to receive a warranty replacement?
A: In some cases, we may ask you to return the product for inspection. If a return is required:
- We’ll provide a pre-paid shipping label (if applicable) for you to send the product back to us.
- We’ll inspect the product to determine if the issue is covered under the warranty.
- If the warranty is approved, we will either repair the product or send you a replacement at no cost to you.
If a return is not necessary, we’ll provide you with instructions for the next steps, whether that’s a troubleshooting guide, repair process or replacement.
5. Exchanging or Replacing Products
Q: How do exchanges or replacements work?
A: If your product is found to be defective or malfunctioning, we offer a replacement or repair depending on the issue:
- Replacement: If the product cannot be repaired, we will send you a replacement unit.
- Repair: For minor issues, we may offer to repair the product and return it to you once it’s fixed.
If your product is out of stock, we will let you know and offer alternatives.
6. Lifetime Warranty on Camper Frame & 2-Year Warranty on Tents and Accessories
Q: What is covered under the Lifetime and 2-Year Warranty?
A:
- Lone Peak Camper Frames: All Lone Peak Camper frames come with a Lifetime Warranty for the original owner and truck, covering manufacturing defects.
- Tents and Accessories: Our tents and accessories are covered for 2 years against manufacturing defects.
Please note that tents and accessories are wear items are designed to be easily replaced, so regular wear and tear due to usage is not covered under the warranty.
7. Warranty Expiration & Eligibility
Q: How do I know if my camper or accessory is eligible for warranty coverage?
A: Warranty eligibility depends on the product and its age:
- Camper frames are covered for life for the original owner and truck.
- Tents and accessories are covered for 2 years from the original purchase date.
To verify eligibility, we may ask for proof of purchase (e.g., receipt or order confirmation). Be sure to retain this information for reference.
8. Claims Due to Improper Use or Damage
Q: What if my warranty claim is due to improper use or damage?
A: If your warranty claim is deemed to be due to improper use or damage, we will not cover the repair under warranty. However, we will provide you with a quote for repair work and discuss potential solutions, including replacement or repairs at your cost.
9. Contacting Support for Warranty Issues
Q: How do I get in touch with customer support for warranty questions?
A: If you have any questions or issues with your camper, please reach out to us at:
- Email: team@lonepeakoverland.com
- Phone: 509-300-1277
- Live Chat: Visit our website for real-time assistance via live chat.
Our team will respond promptly to help you with your warranty claim and any other concerns.
