Your Q's, Our A's
How do I wash my pack?
First off, we recommend not putting your pack through the washing machine. Dump all dirt out of your pack and brush off all of the dirt and grime you can before wetting your pack. Dampen your pack with warm water and scrub your pack with a sponge/wash cloth and a mild dish soap or Nikwax Tech Wash. Wash all of the soap and dirt off of your pack and hang to dry
How to care for my zippers in saltwater?
We recommend using Gear Aid Zip Care Zipper Lubricant as a protective measure against saltwater corrosion on all of our metal zipper slides. Even with the use of this product you should always wash your zippers in fresh water after every day used in a saltwater environment.
What should I do if my bad is damaged during air travel?
At Fishpond, we take pride in the quality and durability of the gear we make. Our design team collaborates with internal and external experts to create products that can withstand the demands of travel. However, checked luggage can often face rough handling, which may lead to unintended damage.
Any damage that occurs to your bag while in transit is the responsibility of the airline. This liability applies from when you check in your bag until you retrieve it at your destination.
Given the rigorous treatment luggage receives during air travel, external factors can sometimes cause damage beyond our control. That's why airlines have dedicated departments to address lost and damaged luggage, and it is why our warranty does not cover damage occurring during transit.
As stated in airline policies, it’s essential to report any damage to the airline as soon as you arrive. We recommend taking a photo of your bag before check-in to document its condition, which can help if you need to file a claim.
Damage that occurs during a flight falls outside our warranty coverage, as the airline is responsible in these cases. If you require an irreparability statement from us to assist with your claim, please don’t hesitate to contact our customer service team.
Does your office location have a retail store?
We have a showroom here at our office but we do not have a retail store. If you would like to purchase something from our website and pick it up here we do have a ‘Warehouse Pickup’ option under the shipping methods at checkout.
Do you sell actual fish ponds?
Surprisingly not…