Service
Give your gear a second chance before you replace it.
We believe that high-quality outdoor gear should serve you for many years. That is why we offer post-warranty service, repairs, and spare parts to extend the lifespan of your tents, sleeping bags, sleeping mats, camping stoves, and other equipment.
We repair, restitch, replace damaged parts, and help get your gear back into the field – with respect for nature and your outdoor experiences.
As part of our customer care, we also provide post-warranty service for our products. This applies to all repairable defects that:
- Occurred after the warranty period expired
- Are not covered by the warranty
If you need to arrange a service repair, please contact us first at our email address: servis@activent365.com. In your email, please describe the defect, and we will send you further instructions along with details regarding the shipping, payment methods, and price estimation.
Once confirmed, the goods can be sent to our address: Activent 365 s.r.o. - servisní a reklamační oddělení, Běloveská 187, 547 01 Náchod, Czech Republic.
The goods must be clean and dry; otherwise, they will be sent back at your expense.
The price of the service depends on the complexity of the work.
Note: We do not accept packages sent with cash on delivery (COD) !!!
Spare Parts
For inquiries regarding spare parts for Pinguin products, please contact us at our email address: servis@activent365.com.
Tent Service
Unlike a warranty claim, you do not need to send the entire tent for regular service – sending just the damaged parts is enough. Please mark the specific location of the defects (tears, ripped seams, etc.) with adhesive tape or chalk so they can be found without pitching the tent. This helps us locate the damage and speeds up the repair process.
The above does not apply in the following cases:
- Replacement of entire tent sections (flysheet, inner tent) where we need to ensure the new parts fit the tent correctly.
- Restoring the waterproof coating of seams / flysheet surfaces and the inner tent floor.
Seam Tape Repair
Loose seam taping cannot be re-glued. We resolve this repair by manually sealing the seams with polyurethane or silicone (depending on the tent material). For this type of repair, we need you to send the entire tent, including the poles.
Replacement Tent Poles
If your tent poles are damaged, we can supply replacement segments or entire poles. To order them, please contact us via our email address: servis@activent365.com.
Warning: Replacement segments cannot be ordered for the following tent models: Arris, Arris Extreme DAC, Echo 1 DAC, Echo 2 DAC, Aero 2 DAC, Aero 3 DAC. Service for the duralumin poles of these specific tents is performed exclusively at our facility in Náchod.
Note: Outside the Czech Republic, we only ship pole segments after advance payment.