Our turnaround time for our Repair Shop varies by season and can range anywhere from 3-12 weeks depending on the amount of repairs sent in. Typically, summer time is our busiest time! Please visit any of our brands' website, MSR, Therm-a-Rest, Platypus, SealLine, or PackTowel, for more information. At the very bottom of the webpage under the "Support" title, click on "Warranty and Repair". Here, you can find information on repairs offered, pricing, and start a repair claim. You will need to be assigned a Return Authorization (RA) number in order to send in your product, click here to begin this process. Be sure to select: "I want to send in my product for warranty or repair evaluation." At the end of the inquiry, you will receive an automated email with instructions on where to send your product and an accurate turnaround timeframe. The customer is responsible for all costs associated with returning your product to us. We cover shipping back to you.
For shipping to us, we recommend using a carrier that offers tracking and insurance such as UPS or FedEX. If you have any questions about the status of your repair/warranty claim, please contact us with your Return Authorization number for easy tracking. Cascade Designs Inc. is not responsible for items lost in the mail when shipped to us, which is why we recommend tracking to confirm delivery to our Repair Shop location.