White Sierra has a 30 year heritage of successfully serving the outdoor and snow sports customer. Our customer looks for apparel that is durable, accessible and perfectly suited to their adventures in the outdoors. We take our inspiration from the cities and towns where we work, the sunny beaches, shaded redwoods & snowy peaks of the Sierras, where we play.
Welcome to the updated customer service tab. Check this page for answers to your most frequently asked questions. If there is a question you still can't find an answer to, please call us @ 800-980-8688.
Q: Warranty and Repair Information
A: White Sierra guarantees that every product it makes is free from defects in workmanship and material. This guarantee means that after evaluation, we will repair or replace a defective product at our discretion. Please contact the retailer where you purchased your items. In most cases, they will be able to assist you. You may also send your items directly to us, shipping prepaid (you pay for shipping to us, we pay for shipping back to you). Please be sure to include all shells, liners, and other components.
Damages due to normal wear and tear, accidents or misuse are not covered by warranty, but may be repaired for a fee. White Sierra does not process returns or exchanges for undamaged product. Should you need to return or exchange an undamaged item please contact the retailer you purchased your product from. All products being returned require a Return Authorization (RA) number. Please call 800.980.8688 to receive an RA number. Please include your contact information as well as information on the product.
Q: How does White Sierra Test its garments?
A: White Sierra tests its products in a number of different ways. The fabric itself is tested through independent laboratories like the Oeko Labs and supllier tests are conducted. Second, we personally test many of our garments through field testing them in their intended uses as well as through independent testers like backpackgeartest.com.
Finally, some of our products are reviewed by trade publication and magazines. In addition, we have many dedicated fans and customers who give us detailed feedback on fit, function and durability.
If during any of these steps a design feature fails to live up to specifications we will either change that feature or remove it from future products.
Q: How do I fold the Garment to fit into the Packable Pocket?
A: The front right pocket of the jacket has a double zipper and is specially designed to hold the whole jacket as a self contained pocket.
The official way to repack the jacket is:
Fold the jacket in thirds
Roll the ends to the dimensions of the packable pocket
Turn the pocket inside out and presto!
On the other hand, you might be able to turn the pocket inside out and then stuff the jacket in there. -- It takes less time, and the wrinkles are about the same.
Q: I have a White Sierra shell jacket and I've lost the fleece liner.
A: For 2006 and earlier White Sierra no longer stocks the particular zip compatible fleece. In 2007 White Sierra changed its system compatible fleece to snap compatible(we did this by eliminating the system compatible zippers and using snap tabs for the neck and arms). One of the reasons was because it can be very difficult to match an older jacket to a liner. Snap compatible Fleece can be found at www.theoutdoorgear.com.
The fleece is called the El Dorado jacket for Men and the Cornice jacket for Women.
Q: How Do I Fit Convertible Pants Legs Into the Pocket?
A: The left pant leg has a mesh pocket specially designed to hold the removed legs in a self contained pocket.
Roll the legs or stuff them into that pocket. There are two velcro tabs that can be fastened around the belt of the pant to keep the legs handy. If you're hiking over rough terrain it might be a better idea to pack the legs in the pocket and put the pocket in your pack to avoid losing it.