Warranty and Repair
Warranty & Repair
We Believe in What We Build
At MSR, we take pride in engineering the highest-quality outdoor gear available, and we stand behind everything we make.
Technical support you can trust
Send Us an Item
If your product is in need of warranty evaluation or repair, follow the link for your region below.
Have a Question?
Need some help from our customer service team? Click the link below to shoot us a question.
What does MSR’s Limited Warranty cover?
This 3-year Limited Warranty is provided to you by Cascade Designs, Inc., a company doing business as Mountain Safety Research (“MSR”).
So long as you are the original purchaser, and you use your MSR product for the use it was intended (for example, using snowshoes as snow flotation devices, and not as water skis; stoves for boiling water outside, and not for roasting marshmallows), and you treat your products with care and maintain them properly, we warrant your product to be free from defects in materials and workmanship for three years.
What does MSR’s Limited Warranty NOT cover?
This warranty does not cover wear and tear to your product. Common examples of wear and tear include: faded colors, abrasions, scuffing/scratches, degradation of materials caused by UV exposure or use, and corrosion, etc. Additionally, this warranty does not cover products that have been altered in any way, improperly maintained, or misused, abused, or neglected.
How will MSR address warranty issues?
For three years following your purchase of an MSR product from an authorized MSR retailer, original product parts we determine are defective in materials or workmanship (so long as the defect was not caused by damage while in your possession, or unreasonable use, or failure to provide reasonable and necessary maintenance), we will repair or replace at our expense. In instances where your warranty-eligible MSR product requires service, but we no longer manufacture the product, or feel that it cannot be repaired, we may offer to replace your product with one of comparable value and function.
What do I need to do to start the warranty process?
If you are inside the U.S. or Canada, you may click here to create an RA# online. Send in the item(s) to Cascade Designs, Inc. with the RA#, your name and return address marked on the outside of the package. You are responsible for all costs associated with returning your product to us; however, if we determine that the problem you’re experiencing is covered under warranty, upon fixing or replacing your product, we will return the product to you free of charge.
If we determine that the problem you are experiencing is not covered under warranty, we will, if possible, repair your product for a reasonable charge that includes return shipping and handling.
For those outside the U.S. and Canada, to obtain service under this warranty please please reach out to one of our international distributors or dealers, whose contact information can be found here.
Many of our international distributors have regional offices and are set up to service products purchased in-country and those being used by tourists and travelers. Some may charge a service fee on products imported from non-local sellers; please contact the distributor for details.
What services does the Repair Shop provide?
Here are a few of the main services the Repair Shop offers:
Stove overhaul ($25 USD): This includes a thorough cleaning of the stove and replacement of all worn or broken parts. The parts that may be replaced on liquid stoves include:
- Flame reflector
- Burner cap
- Flame rings
- Flame reflector
- Mixer tube
- Jet and needle
- Cleaning cable
- Fuel line
- Flame spreader
- Wind clip
- Burner head
- Wire handle
Fuel pump overhaul ($10 USD): Every pump overhaul includes a cleaning, lubrication of all rubber seals and replacement of the following parts:
- All O-rings
- Pump cup
- Pick up tube
- Check valve
- Valve assembly
- Bore filter
- Pump seal
Stove + fuel pump overhaul ($30 USD)
Obsolete pump upgrade ($20 USD): Send in your obsolete pump for an upgrade. We cannot restore obsolete pumps, but to ensure you can keep using your stove, we’ll replace your old fuel pump with a new one, along with new instructions.
Water filter overhaul ($15 USD): The team will thoroughly clean and unclog the filter, and replace worn or broken parts. Filters are evaluated for flow rate to ensure it’s good to go. Cartridges can be replaced for an additional cost based on the filter.
Tent poles repair: Broken poles segments will be replaced for free under the MSR 3-year Limited Lifetime Warranty. Older tents will be repaired at $5 per segment. Shock cord replacement $20. The technicians have schematic drawings that date back to 1998, and the shop has the pole segments to service many of those tents.
Tent fabric: Our in-house sewing technician can sew in panels, fix mesh rips and patch small holes in the fabric. The team can also replace the sliders on the zippers ($10 USD) (but not the zippers themselves).
Snowshoes overhaul: If your snowshoes are older than 5 years and the damage falls outside of warranty, the team can upgrade you to a new pair of decks or bindings for a highly discounted price.
Snowshoe part replacements/upgrades: $10 USD per crampon; $25 USD per binding; rivet and deck repair; strap replacement.
How much do repairs cost?
Please see our list of services in the answer above for estimated pricing. Some pricing cannot be determined until the work is evaluated. In the case your repair service incurs a fee, we will reach out to you for approval before completing any work.
Repair Shop location & hours?
We are accepting packages by mail. If you have gear that needs repaired, click here to begin the process.
How long does a repair usually take?
We ask that customers allow for 12 weeks for their gear to be returned via mail.
What if my gear can’t be repaired?
If we have inspected your gear and found that the damage is beyond repair, we’ll send it back to you with a discount code for a purchase from our website.
Warranty Exclusions & Limitations
THIS WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS, AND YOU MAY ALSO HAVE OTHER RIGHTS WHICH VARY FROM STATE TO STATE. MSR’S MAXIMUM LIABILITY IS LIMITED TO INCIDENTAL DAMAGES NOT TO EXCEED THE ORIGINAL PURCHASE PRICE OF THE PRODUCT. MSR DISCLAIMS AND EXCLUDES ANY LIABILITY FOR ANY CONSEQUENTIAL OR OTHER DAMAGES RESULTING FROM ANY REASON WHATSOEVER. THIS EXCLUSION AND LIMITATION APPLIES TO ALL LEGAL THEORIES UNDER WHICH DAMAGES MAY BE SOUGHT, AND WILL APPLY EVEN IF ANY REMEDY FAILS OF ITS ESSENTIAL PURPOSE. SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU. EXCLUDING THE LIMITED WARRANTY PROVIDED ABOVE, MSR AND ITS AFFILIATES MAKE NO WARRANTIES, EXPRESSED OR IMPLIED; AND NO WARRANTIES WHICH EXTEND BEYOND ANY MANUFACTURER SUPPLIED DESCRIPTION ACCOMPANYING THE PRODUCT. THE REMEDIES ABOVE ARE YOUR SOLE AND EXCLUSIVE REMEDIES AGAINST MSR AND ITS AFFILIATES, REGARDLESS OF LEGAL THEORY. SHOULD A COURT FIND THIS LIMITED WARRANTY BREACHED, MSR’S ONLY OBLIGATION WILL BE, AT ITS OPTION, TO EITHER REPAIR OR REPLACE PRODUCT. SHOULD A COURT FIND THIS LIMITED WARRANTY TO HAVE FAILED OF ITS ESSENTIAL PURPOSE, MSR WILL REFUND TO YOU THE PRODUCT’S ORIGINAL PURCHASE PRICE.