LIFETIME CRASH SERVICE
Built to last. Supported for life.
Your SOLID GRAY® backpack is designed for decades and supported accordingly.
Our Crash Service is not an afterthought. It is part of how we design, build, and support our products over time.
Start a Crash Service requestDesigned for long-term ownership
A backpack should not be replaced every few seasons.
It should travel with you for years, even decades.
Accidents happen.
Wear happens.
Life happens.
Instead of encouraging replacement, we focus on extending the life of your backpack wherever possible.
This is our stance against fast fashion and throwaway culture.
How the Crash Service works
If your backpack is damaged:
1. Email us photos and a short description of what happened.
2. Our team reviews the condition and responds promptly.
3. We determine the most appropriate solution.
Each case is evaluated individually to ensure a fair and sustainable outcome.
At the bottom of the page you’ll find the instructions to start a service request.
Repair first
Whenever possible, we prioritize repair.
We provide replacement parts for many components, often at the cost of shipping only.
In many cases, a small part or adjustment is enough to keep your backpack in excellent condition.
If more extensive repair is required, you may send the backpack to us for service. Shipping costs to and from our workshop are the responsibility of the customer.
Our goal is always the same: extend the life of your backpack.
When repair is not possible
If the damage is beyond repair, we offer a reduced-cost replacement option as part of our Crash Service program.
Replacement solutions are determined after assessment and may vary depending on the condition and age of the backpack.
Proof of purchase may be required.
Why we do this
We design for decades, not short product cycles.
We believe products should stay in use, not in landfills.
Long-term ownership reduces waste and reflects a different approach to design.
The Crash Service reflects our commitment to durability and responsible design.
It is not a marketing feature.
It is a structural part of how we build and support our products.
When you contact us, you speak to real people who care about helping you move forward with confidence.
A SOLID GRAY® backpack is built for long-term ownership and supported as such.
Start a Crash Service request
To begin, please email us at: in**@********ay.com
Include:
- Photos of the damage
- A short explanation
- Your order details (if available)
Our team will respond with the next steps.