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- Emmett ClarkeRidgeline 2P zipper split on the doorTried the pliers trick — better, but it still splits about one in five zips. I'd rather not risk it this weekend. Can you send the replacement?#4855High priorityNext reply 19 min overdueGreta Holm
- Daniel AchebeSuggestion: wide sizes for the Cairn LowPip: Thanks, Daniel! I'll pass this to the team. Meanwhile, our boot fit guide has tips for wider feet:#4877Low priorityFirst reply in 2 minHana Kobayashi
- Felix WagnerOrder NP-21201 still processing after 3 daysGreat. Will I still get the 2-day shipping I paid for?#4875Normal priorityNext reply in 5 minTheo Marchetti
- Olu BankoleIs express shipping available to Texas?Yes please#4879Normal priorityFirst reply in 5 minUnassigned
- Jack MorrowBoots arrived — left boot squeaksDid that — no squeak without the insole. So it's the insole?#4867Normal priorityNext reply in 7 minGreta Holm
- Rosa DelgadoLoyalty points didn't applyOh! Can you take the promo off and use the points instead? Order NP-21210.#4876Normal priorityNext reply in 8 minHana Kobayashi
- Nadia PetrovicBirthday gift must arrive by ThursdayMorning Ada — still no update on the tracking. Can we do the overnight one? I'd rather have two than none on Thursday!#4851Urgent priorityNext reply in 16 minAda Okafor
- Matteo RomanoThird email about my refund — escalate pleaseThis is my third email. My boots were returned a week ago — your own tracking says delivered October 13 — and I still have no refund. Nobody has answered me. Please escalate this. Matteo Romano#4880Urgent priorityFirst reply in 26 minUnassigned
- Jonas LindqvistVIPTent order NP-20931 hasn't moved since Oct 9Hi Ada, Tracking says the new tent is out for delivery tomorrow — great. One question: if the original box ever turns up, should I refuse it or send it back? I don't want to end up with two tents I didn't pay for. Jonas#4812High priorityNext reply in 27 minAda Okafor
- Ben OkoroSleeping pad won't hold airPip: Thanks, Ben — a teammate will reply soon. In the meantime, these might help:#4878High priorityFirst reply in 42 minUnassigned
- Tomás RibeiroCard declined three times at checkoutNote: Tomás tried to order a Kettle UL 1P three times, card declined each time. Bank says no block. Address on card is the old Austin one — likely AVS mismatch with the new billing address. Asked him to try again with the billing address the bank has; he'll call back.#4872Urgent priorityNext reply in 47 minAda Okafor
- Harper QuinnPublic post: “still waiting on my order”DM: Address is right. I just want the jacket before the weekend, I'm driving to the mountains Friday.#4864High priorityNext reply in 48 minNell Ashworth
- Leila NasserVIPDuplicate charge refund — still pending?Could you send me that reference as a PDF? My bank wants it in writing.#4874Normal priorityNext reply in 3 h 41 minAda Okafor
- Matteo RomanoReturn received but no refund yetIt's Tuesday and still nothing. What's the holdup?#4834Normal priorityNext reply in 6 h 23 minRafael Duarte
- Wren HalvorsenAny update on my jacket repair?Is there any chance of a loaner? I don't have another warm jacket.#4845Normal priorityNext reply in 7 h 6 minKofi Mensah
- Samir KhouryExchange shipped the wrong size againOK thanks. Will the express one get here by Thursday? I'm hiking Saturday.#4869Normal priorityNext reply in 7 h 31 minHana Kobayashi
- Keiko TanakaResoling service for Cairn boots?Yes please! How long does it take? And can I keep the same insoles?#4860Normal priorityNext reply in 7 h 38 minKofi Mensah
- Marcus LeeOrder cancelled by your system?I got an email that my order is on hold for review. I've ordered from you three times. What's going on?#4843High priorityPausedMaya Castellanos
- Mei-Lin ChouVIPCan I switch to the Driftwood Long?If the regular Driftwood is backordered, could I switch to the Long instead and get it sooner?#4871Normal priorityPausedGreta Holm
- Gwen AshbyVIPQuote for 12 Switchback 38L packsWe'd like a quote for 12 Switchback 38L packs for the spring program, delivered by March 1.#4866Normal priorityPausedAda Okafor
- Noah BergstromShipping address for pole replacementThanks for approving the pole warranty. Should I send the old pole back first?#4862Normal priorityPausedArjun Rao
- Hugo LaurentLowfire stove at altitude?How does the Lowfire do above 10,000 ft? Planning a trip in the Winds.#4831Normal priorityPausedKofi Mensah
- Callum ReidMissing second box from split shipmentHana: Hi Callum — box 2 (base layers and the stove) was relabeled at the warehouse, which is why the old number shows nothing. The new tracking is PW-88871 and it's due Wednesday. Can you let me know when it arrives? Hana#4848Normal priorityPausedHana Kobayashi
- Liam CarverParcel arrived crushed — pack damagedThe box was flattened and one shoulder strap buckle on the pack is snapped. Photos attached.#4858Normal priorityPausedTheo Marchetti
- Yuki MoriDriftwood 20°F — comfort vs. limit rating?Greta: Hi Yuki, 20°F is the limit rating; comfort is 31°F. For a cold sleeper in the Sierra in November I'd pair it with a liner, or look at the Long if you're over 5'10" — more room for a layer inside. How tall are you? Greta#4809Normal priorityPausedGreta Holm
- Hollis GrantNeeds a loaner pack for SaturdayCaller's pack is at the repair workshop; asks whether we can lend a pack for a trip on Saturday.#4853Normal priorityPausedArjun Rao
- Diego FuentesDM: tent arrived with a torn flySami: Thanks Diego — a new fly ships today (NP-21222). Could you confirm the address on file is still current? — Sami#4836Normal priorityPausedSami Haddad
- Wren HalvorsenDown jacket baffle seam opened upKofi: Hi Wren, that's covered by our lifetime warranty. I've emailed you a prepaid label for our repair partner; drop the jacket at any carrier location. — Kofi#4806Normal priorityPausedKofi Mensah
- Grant WhitakerVIPReplacement pole hasn't arrivedYour email said the replacement pole set shipped on the 16th, but there's no tracking yet.#4842Normal priorityPausedArjun Rao
- Mei-Lin ChouVIPWhen is the Driftwood bag back in stock?My Driftwood order says backordered. When will it ship? I need it for a trip in mid-November.#4829Normal priorityPausedGreta Holm
- Hollis GrantSwitchback 55L hip-belt buckle crackedThe left hip-belt buckle on my Switchback 55L cracked in the cold last weekend. Is that covered?#4817Normal priorityPausedArjun Rao
- Ingrid SolbergCairn Mid leaking after 3 monthsInès: Hi Ingrid, they should be. A leak at the toe after three months is usually the membrane, which our warranty covers. Could you send two photos — the toe from the side and the inside lining — and tell me roughly how many miles they have? Inès#4825Normal priorityPausedInès Moreau
- Ruth AbernathyMerge two accounts with different emailsI have two Northpine accounts (school and personal email). Can you merge them so my points are in one place?#4857Low priorityPausedNell Ashworth
- Harper QuinnDM: tracking link doesn't workDM: the tracking link in my shipping email goes to an error page. Order NP-20870.#4819Low priorityPausedHana Kobayashi
#4855Emmett Clarke
Ridgeline 2P zipper split on the door
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Greta Holm
Product & Warranty
via Email · Mon, Oct 19, 10:48 AMOpenHigh
- Monday, October 19Emmett Clarke10:48 AM
The door zipper on my Ridgeline 2P separates behind the slider after a few pulls. It's six weeks old and I'm out again this weekend in the Smokies. Photos attached.
- zipper-front.jpg2.1 MB
- zipper-detail.jpg1.8 MB
- Greta Holm11:40 AM
Hi Emmett, thanks for the photos — that's a worn slider, not the zipper teeth, which is good news. Try this: close the slider very gently with pliers on both sides, a little at a time, then test it. It fixes most splits in a minute. If it still separates, I'll send a new fly door panel under warranty.
Greta
- Tuesday, October 20Emmett Clarke8:05 AM
Tried the pliers trick — better, but it still splits about one in five zips. I'd rather not risk it this weekend. Can you send the replacement?
To Emmett Clarke <emmett.clarke@blueridge.example>
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