FAQ

Frequently asked questions

How long do I have to return an item?


Any unused items may be returned for a full refund within 60 days and be returned with the original packaging.




Can I get custom gear?


We try to keep things simple, so, not really. Our Exitus 35 frameless pack is about our most customizable pack with a ton of options for you to configure for the best fit. However, we try to simplify the process and manufacture the gear in runs so that we can keep our costs lower, and give you a quicker turn around on your order. However, if you absolutly must have a custom piece of equipment, send us an email, we may be able to work something out. Please understand that there are no guarantees on custom work and some designs should just not be built. We'll work with you to weed through any problem areas to get you the best possible finished product.




What is the lead time on orders?


We are currently building all of our sewn products to order. Smaller items have a lead time of 3 days and packs have a lead time of 4 weeks. In the future we will be producing our packs and running an inventory. At this point all of our products will be ready to ship.




I'm a thru-hiker. What is your policy on returns/repairs?


Lower 48: If you are thru-hiking within the Continental United States, and for whatever reason, your gear is defective, we will replace that item with a new one, no questions asked. Call or email us and we will work with you to get a replacement as quickly as possible. Some areas of the contry may be difficult to ship to but we will provide as effective shipping as feasible. If you happen to get a machine if you call, leave your name (both real and trail), your number so we can call you back, your location on trail, and direction of travel (North/South). We will return your call and work with you to expedite your gear to the closest post office to you. International: If you are hiking internationally our ability to provide dedicated support is severly limited due to shipping and customs. We hope you understand.





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The Paratus Exploration Equipment Logo is a registered trade mark of Paratus Exploration Equipment LLC, 153 Boston Post Road, Unit 1040, East Lyme, CT 06333

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