CUSTOMER SERVICE

Lifetime Guarantee

At Firesign Brand™ (and family brand; Drift Dry USA™), we pride ourselves on making products of the highest quality and attention to detail. If you are not satisfied with one of our products at the time you receive it, or if one of our products is not performing to your satisfaction, you may return it to us for repair, replacement, or refund at our discretion.

 

Your Firesign Brand™ (and family brand; Drift Dry USA™) product is protected against materials and workmanship under normal circumstances. If your product fails due to materials and workmanship, we will repair or replace it at our discretion (wheeled products are warranted for only 5 years from date of purchase) Repairs will be returned in a timely manner, however, we are not able to work on products returned to us that are dirty. Please send in your product clean and dry. We will contact you if we receive your product and must be sent out to have cleaned before we can repair, there will be a $25.00 cleaning fee.

 

This warranty gives you specific legal rights and you may have other rights which may vary from state to state.

Firesign Brand™ uses high quality zippers, which are the best in the world. Over time, excessive abrasion will render even these zippers less than fully functional. To do a full zipper replacement takes approximately three hours at our factory in Vernon, California, so we do not do full zipper replacements. However, if your zipper fails, please contact us and we’ll see what we can do to get you back out there at a reasonable cost. 

McNett ZipCare™ can help; think of it as oil for your pack’s engine. Try it first before you contact us. 

Lifetime Guarantee does not apply to sample products, or products purchased on clearance. Also, 3rd party accessories such as hydration bladders and non-Firesign Brand™ MOLLE accessories are not covered under our warranty.

 

Note: See separate warranty for Drift Dry USA products that are sold to professional such as US Military Troops for combat use, Fire Fighters, Police, and other heavy municipal or industrial uses. We builders tough, but you people operate at higher levels than the other 99%. We will always do what we can to make sure your products stay in action.

 

Military Discount

 

Firesign Brand would like to recognize America's troops. As a small sign of gratitude for our military and their service to our nation, on Firesign Branded and Drift Dry USA branded merchandise, we proudly offer all current United States military personnel a 20% percent discount on purchases made directly from The Firesign Brand Company web site or if you need help exorcising this right, simply call our Customer Service team and let them handle your order. Conditions apply.

 

Unsolicited Ideas Policy

 

We are always happy to hear from you, and we value your comments regarding our products and services. Our company policy, however, does not allow us to accept ideas for products other than those that we have requested.

 

This policy is meant to avoid any misunderstanding that may arise when projects developed internally at Firesign Brand may seem similar to someone else's idea. Please do not send us any product ideas or artwork that we haven't expressly asked for.

 

If for some reason you send us unsolicited ideas or artwork, they will not be subject to confidentiality on our part and we shall not be liable for any use or disclosure concerning the ideas or artwork.

Thanks for understanding.

Customization

 

Because we are US made, and have a full development department in-house, one of our secret weapons is that we can customize and innovate very quickly. As much as we want to protect ourselves, and you, by the “unsolicited ideas policy” above, if you have a special need or want , we are happy to review and accommodate if the benefits are mutually aligned. Of course as with any new development there are costs and lead times associated, before any new development is commenced, all parties will need to agree on the terms in writing. Please feel free to contact us to discuss at any time. As stated above, please do not send details or specifications until specifically, expressly requested.