General FAQ’s
How do I track/check the status of my order?
You will receive an automated email when your order departs from the warehouse. You can also check the status of your order by logging into your account or by clicking here.
Do you ship outside the United States?
Unfortunately, we do not ship outside of the US.
There is something wrong with my order, what do I do?
Contact us right away so we can make it right. Our customer service team is available Monday – Friday 9:00 – 5:00 PST
Contact us by using the online form or submit a Support Ticket. If it’s after hours, we will get back to you the following business day.
How do I return my order?
We’re sorry your order didn’t work out, but let’s make it right. Read through our Returns and Exchanges Information to find out how to process your return.
How do I get a shipping label from you to return a purchase?
We do not provide shipping labels for returns unless there was an error in the original shipment.
Flashlights
Is my flashlight covered under warranty due to battery leak damage?
No. Battery exhaustion, battery leakage and flashlight damage are all specifically excluded from our warranty.
Flashlight will not turn on, what can I do?
If your flashlight came with an AAA Battery Holder (see BATTERY HOLDER instructions), test with new batteries. If flashlight turns on, make sure lithium-ion batteries are fully charged (see CHARGER OPERATION). If they are exhausted, weak, or damaged, replace them with new EcoGear FX premium 18650 lithium-ion batteries.
Flashlight still will not turn on or will not stay on, what now?
If replacing the batteries does not solve the problem, check the tailcap. The metal surfaces contacting the barrel, tailcap and battery terminals should be shiny metal without obstruction between them. Any corrosion or dirt should be carefully removed.
We also recommend inspecting the tailcap, power button, and metal components inside the barrel for any damage.
Battery Chargers
The dual channel cordled battery charger is not working, what wrong?
The Following Applies to The BC-1 Battery Charger
Be sure to insert battery/batteries into the charger slots. One or two batteries may be charged at a time. The battery positive (+) end should be facing towards the LED indicator. Incorrectly inserting the batteries will prevent the batteries from being charged.
Plug the charger into a wall outlet and you should notice the LED power indicator illuminate which indicates charging. The 3 green power indicators should illuminate once the batteries are fully charged (typically 4-6 hours for a 3000mAh capacity battery). Never leave charging batteries unattended – you should ALWAYS be near the batteries while charging.
Using the dual channel battery charger, the green indicator light will not come on when the batteries are charged, why is that?
This typically happens when there is not good contact between the battery and the charging contact point. You may need to spin the batteries while they are on the charger and the lights will stabilize.
Charging Indicator Lights
– Turns green and progressively blinks green to indicate proper charging
– Turns solid green when charging is complete
If the green indication light does not come on after 8 hours of charging the batteries, then it is possible the charger is damaged. This may have happened during product shipping or the item was dropped. Submit a Support Ticket so we can help you resolve the issue and/or replace the item.
Rechargeable Batteries
Is battery leak damage covered under warranty?
No. Battery exhaustion, battery leakage and flashlight damage are all specifically excluded from our warranty.
Why is my battery not charging?
There are various reasons why a battery may not charge:
- Aging: Over time, batteries naturally age, leading to reduced capacity and diminished charging capability. Aged batteries may struggle to hold a charge or reach the expected charge level.
- Damage: Physical damage or overcharging during use can lead to battery damage, rendering it unable to charge.
- Internal Faults: Internal component failures or short circuits within the battery may hinder charging. This could be due to defects or other issues.
- Charger Issues: Using an incompatible or damaged charger can prevent the battery from charging. Charger malfunctions or connection problems may also affect charging effectiveness.
- Battery Protection: Some batteries have built-in protection mechanisms that halt charging when issues arise to prevent safety hazards.
Backpacks & Bags
My zipper is broken, please help!
Unfortunately, we do not offer a repair service, however, we do offer a Limited Warranty. This Limited Warranty covers manufacturing defects, not normal wear and tear. Things that may void this warranty are damaged material, signs of abuse or repairs and/or modifications done by someone else.
See Article: How to Fix a Zipper on a Backpack
There is a stain on my backpack, how do I remove it?
Most of our backpacks and bags are manufactured of heavy-duty nylon material. In many cases, a stain can be cleaned with minimal effort.
See Article: Learn How to Wash a Backpack
