Warranty & Process Q&A
1. Getting Started with a Warranty Claim
Q: How do I start the warranty process for my product?
A: To begin a warranty claim, follow these steps:
Step 1 — Submit a Claim
Use our Warranty Claim Form and include your order number, photos or videos of the issue, and a detailed description.
Step 2 — Evaluation
Our warranty team will review your claim within 2–3 business days.
Step 3 — Resolution
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Minor issues: We’ll send replacement parts with step-by-step instructions.
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Major issues: We’ll schedule repair work at Lone Peak HQ.
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Improper use or out-of-coverage: We’ll provide a repair quote.
Note: Approved warranty claims are handled directly through Lone Peak Overland at no cost to you.
Travel or transportation costs are not covered under warranty.
2. Warranty Coverage & Terms
Q: What is covered under the warranty?
A: Our warranty covers manufacturing defects, including:
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Structural or assembly defects in aluminum extrusions or frame components.
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Hardware or fastener failures due to manufacturing error.
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Tent fabric, zippers, or accessory failures within their coverage period.
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Final camper configuration as installed by Lone Peak.
Not covered:
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Damage caused by accidents, misuse, overloading, modifications, or improper installation.
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Normal wear and tear (seals, fabric fading, cosmetic scratches, etc.).
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Environmental or storage-related damage (hail, flooding, mold, rodents, sun exposure, etc.).
3. Warranty Processing Time
Q: How long does the warranty process take?
A: Processing time depends on the issue, but most claims are resolved within two weeks.
Complex cases may take longer. You’ll receive updates throughout the process, including an estimated timeline once your claim is reviewed.
4. Returning a Product for Warranty
Q: Do I need to return my product for a warranty replacement?
A: In some cases, yes. If a return is required:
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We’ll provide a prepaid shipping label (if applicable).
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Once received, we’ll inspect your product to confirm warranty eligibility.
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If approved, we’ll repair or replace it at no cost to you.
If a return isn’t necessary, we’ll send repair instructions, replacement parts, or troubleshooting steps.
5. Exchanges or Replacements
Q: How do exchanges or replacements work?
A: If your product is defective or malfunctioning:
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Replacement: We’ll send a new unit if the original cannot be repaired.
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Repair: For minor issues, we may repair and return the product once complete.
If your product is out of stock, we’ll contact you to discuss alternatives.
6. Warranty Coverage Periods
Q: What does the Lifetime and 2-Year Warranty cover?
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Lone Peak Camper Frames:
Lifetime Warranty for the original owner and vehicle, covering manufacturing defects. -
Tents & Accessories:
2-Year Warranty covering manufacturing defects under normal use.
Note: Tents and accessories are wear items designed for regular replacement. Normal wear, aging, or cosmetic damage are not covered.
7. Warranty Eligibility
Q: How do I know if my camper or accessory is still covered?
A:
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Camper frames: Lifetime coverage for the original owner and truck.
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Tents and accessories: 2 years from the original purchase date.
Proof of purchase (receipt or order confirmation) may be required to verify eligibility.
8. Claims Related to Improper Use or Damage
Q: What if my claim is due to misuse or accidental damage?
A: Claims resulting from misuse, modification, or damage are not covered under warranty.
However, we’ll provide a repair quote and outline available solutions, including replacement options at your cost.
9. Contacting Support
Q: How can I contact Lone Peak for warranty support?
A:
If you have questions or need help with a warranty claim, contact us anytime:
Email: team@lonepeakoverland.com
Phone: 509-300-1277
Live Chat: Available on our website during business hours (7am-3pm PST)
Our team will respond promptly and guide you through the next steps.
