Never Stranded Guarantee

The Never Stranded Guarantee is our commitment to ensuring that a luggage failure never interrupts your journey. If your Ecogear luggage suffers a functional break anywhere in the world, we will ship a replacement directly to you.

1. The Core Guarantee

If your Ecogear luggage experiences a structural or functional failure that renders it unusable while you are traveling, Ecogear will ship a replacement unit of comparable value to your current location, subject to the conditions below.

2. Market Eligibility

  • USA Market Exclusive: This guarantee is strictly limited to customers who purchased their Ecogear product within the United States market from an authorized domestic retailer or the official Ecogear US website. International purchases are not eligible for the "Never Stranded" shipping service.

3. Requirements & Verification

  • Proof of Purchase: You must provide a valid receipt or order confirmation from an authorized US-based retailer.
  • Photographic Evidence: Clear photos of the damage must be submitted via our claims portal to verify the structural failure.
  • Global Accessibility: While the purchase must be made in the USA, we ship replacements worldwide. However, we must be able to verify that a reliable courier service (e.g., FedEx, DHL, UPS) can legally and physically deliver to your specific international location.

4. Logistic Constraints

  • Timeline: This guarantee is contingent upon our ability to deliver the replacement before your scheduled departure from your current location.
  • Expedited Shipping: While we prioritize these shipments, Ecogear is not responsible for delays caused by local customs processing or remote geographical limitations that exceed your stay.

5. Exclusions

The Never Stranded Guarantee does not cover the following:

  • Theft or Loss: This guarantee covers product breakage only. It does not apply if your luggage is stolen, lost by an airline, or misplaced.
  • Acts of God: Damage resulting from natural disasters (floods, earthquakes, etc.), extreme weather events, or civil unrest is excluded.
  • Cosmetic Wear: Scratches, dents, or scuffs that do not impede the functional use of the luggage are not covered under this specific "Stranded" replacement policy.
  • Intentional Damage: Damage caused by misuse or intentional abuse.

6. Claim Process

To activate the guarantee while traveling:

  1. Contact Ecogear Support immediately via our Contact Us page.  
  2. Provide your US proof of purchase and photos of the damage via email to jimmy@ecogear-products.com
  3. Confirm your current shipping address and the date of your departure from that location.

Note: The Never Stranded Guarantee is designed for emergency functional support during active travel for our US customers. For standard repairs or non-urgent issues, please refer to our Limited Lifetime Warranty.