Warranty & Repair
Thomas Transport Packs are guaranteed against defects in workmanship and materials for the practical life of the product.
Warranty
Thomas Transport Packs guarantees all of our products against defects in workmanship and/or materials for the practical life of the product, unless the product has been altered, misused, abused, or wears out as determined by the company.
Repairs
Thomas EMS prides itself on making the most durable EMS packs in the industry. Even the highest quality zippers, hardware and fabrics need repair from time to time. Please call (801) 262-6503 before sending us any pack for repair. Some repairs don't require sending the pack back; we may be able to send the replacement parts directly to you.
If your pack does need repair at our facility, please follow this cleaning procedure:
- Remove all equipment from the pack, and all accessory pouches or modules that do not need repair.
- Spray the pack with a pressure washer or wash it thoroughly by hand. Do not put the pack in a washing machine. The pack must be clean so our repair team can handle it safely and so it does not damage our sewing machines.
- Hang the pack to dry.
- Box the pack with all of your contact information (department letterhead preferred) and clearly note every area that needs repair.
Send repairs to:
Thomas EMS, ATTN: Repairs
1605 W 2100 S
Salt Lake City, UT 84119
Temperature control products
All temperature control products (except the Chillcore) must be shipped on a pallet by LTL freight (class 77.5). The chance of damage by FedEx or UPS is much higher than on a secured pallet.
See also Care & Cleaning.