Chat with us online. We are here to help.

NEED HELP?
From fit to budget to gear advice, we’re here to help

Mon 5/26, Closed (Memorial Day)
Tue – Fri, 7:30 AM – 4:00 PM Pacific Time (PT)
Sat – Sun, Closed

KUIU

<p>This is most likely due to having the lower bag attachment straps hooked up to the incorrect loops on the bottom of the bag. If you look up the back of the pack another 4&#x201D;, another set of loops will give you enough pull to tighten the bag and prevent it from coming off the top. You will only have this issue on pre-2017 ICON Pro and ULTRA packs.</p>

This is most likely due to having the lower bag attachment straps hooked up to the incorrect loops on the bottom of the bag. If you look up the back of the pack another 4”, another set of loops will give you enough pull to tighten the bag and prevent

Why does my bag slip off the top of the frame?

Pack FAQs

Function

How to place an order?

What payment methods do you accept?

Can I use multiple forms of payments on my order?

Can I Modify, Add, or Cancel my order?

Can I finance my order?

I can’t get my order to go through, it keeps giving me an error.

I’m Tax Exempt. Can I place an order without being charged sales tax?

Why isn’t my discount code working at checkout?

I have not received my E-Gift card?

What is the option to pay in installments on Shop Pay?

Which payment methods are accepted if I use the option to pay in installments on Shop Pay?

Are there late fees for Shop Pay Installments?

Can I use Shop Pay Installments if I'm an international customer?

Is there a limit to how much I can spend on a single Shop Pay Installments order?

Can I buy gift cards with Shop Pay Installments?

What if I make a return on a purchase made through installments with Shop Pay?

Orders

What is your return policy?

How do I make a return/exchange?

Returning / Exchanging a PACK of Items or a SET

How to make a return – ESW orders

How long does it take for my return/exchange to be processed?

Can I make an Exchange?

Can I return or exchange an item that was gifted to me?

Can I make an exchange and a return on the same order?

I am not able to select the item(s) I wish to return on the online returns portal?

Why do I not have the option to exchange for a different color or item?

I did not receive an email with the return label and packing slip after initiating my return?

How do I change my refund method after initiating my return?

How do I return a defective item?

How do I return my item(s) purchased in the KUIU Showroom in Dixon?

What happens if the card used to purchase is now closed?

What happens if I return an item that was purchased with an Inner Circle Rewards certificate?

Why did I receive a Gift Certificate for my return?

I requested an exchange, why was I refunded?

Returns & Exchanges

Do you offer pre-order or backorder options?

How does your clothing fit?

What product should I choose?

Products & Sizing

What is the process of a Warranty claim?

If I have a warranty issue, do I have to send the original back?

How do I process a warranty claim if I am outside of the US?

I have a trip coming up and need this item, is there an expedited option?

If my replacement item doesn’t fit, can I get a different size?

I didn’t purchase my item directly from KUIU, is it covered?

My item was a gift, is it covered under warranty?

What isn’t covered under warranty?

I ripped my gear, do you have a patch kit?

Warranty

When will I receive my order?

What shipping methods do you offer?

I still haven’t received my order! What should I do?

How do I update my shipping address?

What carrier do you use?

My package shows delivered but I never received it

Shipping & Delivery

I cannot access my KUIU account

How do I view my order history?

How do I join the Inner Circle Program?

How is my Inner Circle Status determined?

When do my Inner Circle Points expire?

How do I earn a $50 or $100 KUIU Inner Circle Reward?

How do I apply my $50 or $100 KUIU Inner Circle Reward?

Friend Referral Offer

Accounts & Inner Circle

Do you offer a Guide/Outfitter discount?

Do you have a Military/First Responder discount?

Conservation Direct Program

Special Pricing and Programs

What is your Return Policy?

When will my refund or exchange be processed?

What is your Shipping Policy?

When will you restock an item?

Can I modify or cancel my order?

Where is KUIU made?

When Does the Sale End?

Do you have any retailers or stores?

FAQ's

Why are KUIU Pack Bags Modular?

How is the PRO Pack different form the PRO LT?

Why does KUIU use a Spread Tow Carbon Fiber Frame?

Features

How do I choose the right size of bag?

What size hip belt I need?

What size frame do I need?

How do I measure my torso correctly for the frame?

How should my pack fit when properly adjusted?

If I ordered the wrong size frame or suspension, can I return them?

Sizing & Fit

How do I switch my bags?

How do I put my PRO, PRO LT or PRO Divide backpack in load sling mode?

How do I attach the Pack Bow Holder?

What's the best way to secure heavy items inside the bag?

How do you use a pack with a lid in the lidless configuration?

What is the best way to clean my pack?

When do I need an Adapter Kit?

Why does my bag slip off the top of the frame?Updated a month ago