NEMO® GUARANTEE

  • NEMO puts great effort into choosing the best materials and providing you with the highest level of workmanship. We proudly stand behind everything we make. NEMO products carry a lifetime warranty against defects in workmanship and materials to the original owner, with proof of purchase.

What is the NEMO Shield™ warranty policy?

  • Warrantied products will be replaced or repaired at NEMO’s discretion. Credit will only be given if the product is no longer available. NEMO does not warranty products against normal wear and tear, unauthorized modifications or alterations, improper use, improper maintenance, misuse or neglect, or if the product is used for a purpose for which it is not intended. Except as expressly set forth in these terms and conditions, NEMO is not liable for any direct, indirect or consequential damages arising out of or resulting from the use of a NEMO product. The warranties set forth in these terms and conditions are in lieu of all other warranties, express or implied, including without limitation, implied warranties of merchantability or fitness for a particular purpose.

    To return a NEMO Shield™ item for Warranty or Repair, you will need a ‘Return Authorization Number’ (RA number), which can be obtained from a NEMO Equipment Representative.  We will issue a Return Authorization Number (RA Number) and full shipping instructions for returning your item.  Please do not send your item back to NEMO without your RA number.

     

How to Make a Warranty Claim

  • If you are having a problem with your NEMO product, please send it to us for inspection according to these instructions:


    1. Call us at 800-997-9301 or e-mail us at journey@nemoequipment.com to obtain a return authorization number (RA#). If you have the capability, please e-mail us a photo of the defect.


    2. Fill out the warranty return form with all of your contact information and include it inside the box. If you have the original receipt, include it with the return form as well. Keep a copy for your own records.

    3. Please make sure the item(s) is clean and dry. Before sending, wash all products to remove dirt. Items with dirt and debris will not be accepted.

    4. Pack the product in a sturdy cardboard box. Please do not pack your return with styrofoam or packing peanuts.

    5. Write the RA# on the warranty return form and on the outside of the box.

    6. Use a carrier that can provide tracking and insurance for your package. We are not responsible for lost or damaged packages.

    Ship to:  NEMO Equipment, Inc.
    Attn: Warranty
    383 Central Avenue, Suite 400
    Dover, NH 03820

    Tent Returns:
    For NEMO tent returns, please fill in your Tent Identification Number on the return form. This is located in two places: on a white label on the inside seam of your stuff sack and stamped on the back of the warning label inside your tent.

    Pad Returns:
    For NEMO pad returns, please fill in your Lot # on the return form. The Lot # of your pad can be found stamped in white on the back of the pad, often near the valve.

    Warranty Shipping Policy: 
    Charges for shipping and insuring packages to NEMO are the customer’s responsibility. NEMO will ship the warranty product back to the customer via ground shipping free of charge. If the customer prefers expedited shipping, he/she will be responsible for the extra cost over and above the cost of ground delivery. Please use a carrier that can provide tracking and insurance for your package as NEMO is not responsible for lost or damaged packages.

How to Make a Return

  • 1. Call us at 800-997-9301 or e-mail us at journey@nemoequipment.com to obtain a return authorization number (RA#).

    2.
    Fill out the new product return form with all of your contact information and include it inside the box. If you have the original invoice, include it with the return form as well. Keep a copy for your own records.

    3.
    Please make sure the item(s) is in new condition and clean, with all the original packaging and components.

    4.
    Pack the product in a sturdy cardboard box. Please do not pack your return with styrofoam or packing peanuts.

    5.
    Write the RA# on the new product return form and on the outside of the box.

    6.
    Use a carrier that can provide tracking and insurance for your package. We are not responsible for lost or damaged packages.

    Ship to: 
    NEMO Equipment, Inc.
    Attn: Returns
    383 Central Avenue, Suite 400
    Dover, NH 03820

    Return Policy:
    NEMO products purchased directly through our webstore may be returned for a full refund if the product(s) is returned in new condition and clean, with all the original packaging and components. NEMO reserves the right to deny a refund and will return items that do not meet these standards. Your refund will be issued based on the original method of payment. Original shipping and return shipping costs, as well as customs and duties, will not be refunded. If an exchange is desired, include payment information if necessary, as shipping will be charged to send the new product.

Are unit issued NEMO Shield™ products authorized returns?

  • Yes, unit issued NEMO Shield™ products are authorized for a return according to our warranty policy but these returns must be processed through the supply systems and not the end-user.

HOW TO HAVE YOUR NEMO® TENT REPAIRED

  • NEMO offers repair services. If you are in need of repair assistance, please contact us. Once we have determined the repair needed, we can offer you an estimate of repair services or refer you to a secondary repair facility. NEMO reserves the right to charge the applicable repair service fee which may not be the same as the estimate given, though we will contact you before any additional charge over the estimate is incurred. You will be responsible for all shipping, customs, and duties charges.

    1.
    Call us at 800-997-9301 or e-mail us at journey@nemoequipment.com to obtain a return authorization number (RA#). If you have the capability, please e-mail us a photo of the defect.

    2.
    Fill out the repair form with all of your contact information and include it inside the box. Keep a copy for your own records.

    3.
    Please make sure the item(s) is clean and dry.

    4.
    Pack the product in a sturdy cardboard box. Please do not pack your repair with styrofoam or packing peanuts.

    5.
    Write the RA# on the repair form and on the outside of the box.

    6.
    Use a carrier that can provide tracking and insurance for your package. We are not responsible for lost or damaged packages.

    Ship to: 
    NEMO Equipment, Inc.
    Attn: Repairs
    383 Central Avenue, Suite 400
    Dover, NH 03820