Warranty Information and Claim Form
ONLINE RETURNS, EXCHANGES AND WARRANTY CLAIMS
If you ordered from joerocket.ca and you require a return, exchange, or would like to make a warranty claim due to a manufacturing defect, please visit:
Create a Return/Exchange
IN STORE WARRANTY CLAIMS
If you've purchased from one of our retailers (online or in store) please fill out the form below. Please be sure to include a copy of your receipt (if possible) and images of the product and defect in question. Once we receive your form a member of our customer service team will contact you with more instructions.
Joe Rocket Canada® will accept returns for new and unused items within 30 days of delivery for a refund.
Items must be returned in their original product packaging including all literature / documentation and original hang tags.
A refund will be issued when the items are returned in “new” condition.
If you would like to exchange an item, the best course would be to place another order for the merchandise that you would like. This way we can insure that the replacement items are in stock and available. The items that you return will be processed as a refund on the original method of payment.
WHAT DO WE CONSIDER “NEW” CONDITION?
Any product which has been worn on a ride is considered used and cannot be returned. We encourage you to test your products indoors before wearing them on a ride.
To keep things simple, we will provide you with a pre-paid FedEx return label. You can print this label from any home computer and affix it to the box. Return shipping costs will be deducted from your refund. In cases where a FedEx depot is not reasonably available, customers have the option to pay for a carrier of their choosing.
All Joe Rocket Canada® gear is covered for a One (1) year period from the date of purchase. The warranty applies to the original retail purchaser only. Our warranty covers factory defects such as defective seams, snap failure and/or zipper failure. Items submitted to Joe Rocket Canada® for warranty consideration must be accompanied by a copy of the original purchase receipt and when possible, the item should be cleaned before returning unless cleaning would further compromise the defect or damage the product (such as damaging waterproofing). Joe Rocket Canada® will repair zippers, snaps and most seam failures. Items will only be replaced if it cannot be repaired.
Items NOT typically covered by warranty:
- Failures or damage due to crashing
- Contact with hot surfaces such as exhaust pipes
- Cuts by sharp objects
- Fading caused by exposure to sunlight for long periods.