Customer Care
RETURNS & WARRANTY
We stand behind every pack that leaves our hands. If something isn't right, reach out to us directly — we're a small team of 2 and we handle everything personally. Our goal is simple: we want you taken care of.
Returns
You have 30 days from the date of delivery to request a return. To be eligible, your item must be in the same condition you received it — unworn, unused, with tags attached and in its original packaging. Please include your receipt or proof of purchase.
To start a return contact us at sophroneollc@gmail.com. Do not send items back without contacting us first — we won't be able to accept them.
Once we receive and inspect your return we'll notify you of the approval status. If approved, your refund will be issued to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process the transaction. If more than 15 business days have passed since approval contact us at sophroneollc@gmail.com.
Exchanges
The fastest way to get what you need is to return your original item and place a new order once the return is accepted.
Damages & Defects
Please inspect your order immediately upon delivery. If your item arrives defective, damaged, or incorrect contact us right away so we can make it right. We'll do everything we can to make it right — whether that's a replacement, a refund, or another solution that works for you.
Warranty
Every Pack is built to perform in the field under real conditions. If your pack experiences a material or manufacturing defect under normal use — zippers, stitching, hardware, webbing — What isn't covered: damage from misuse, modification, overloading, accidents, or normal wear and tear over time. We'll always use good judgment on a case by case basis and we welcome you to reach out if something doesn't seem right. If you're not satisfied we want to hear about it.
Shipping
Orders are shipped during the middle of the work week. Orders placed on non-shipping days will go out the following shipping cycle. We appreciate your patience and understanding.
International Orders
We're happy to ship internationally. Shipping costs are covered at checkout. Please note that customs duties, VAT, GST, and import fees are the responsibility of the recipient upon delivery. These fees are collected by your country's customs authority and are non-refundable in the event of a return.
Questions?
We welcome any questions, concerns, or feedback. We're always looking for ways to improve — your experience in the field makes our gear better.
Text or Email us anytime:
(402) 902-4820 | sophroneollc@gmail.com
Sophroneo Rescue Co. — Sound · Ready · On Mission