"SINCE 1973, ROSS HAS AND ALWAYS WILL STAND BEHIND THE QUALITY OF OUR PRODUCTS."
Ross Reels products purchased through an Authorized Dealer are covered by a lifetime warranty.* This warranty only applies to the original owner and is not transferable. This warranty is limited to repair or replacement of the product only, and does not cover direct, indirect, consequential, incidental or any other type of damage resulting from the use of the product. This warranty does not cover misuse, negligence, normal wear, fire, theft, loss or intentional damage. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you. This warranty gives you specific legal rights, and you may also have other rights that vary from state to state. To qualify for warranty service, the original owner must return the product to Ross with a Product Service Form, or the warranty return will be refused and sent back to the customer. All shipments to Ross must be freight paid. Ross reserves the right to determine whether to repair or replace any product covered by this warranty. Discontinued products may be replaced with newer models when necessary.*All Ross fly rods are covered by a limited lifetime warranty. Products not purchased through an Authorized Dealer are not covered under warranty.
Please return all warranty products with a completed Product Service Form to the address printed on the appropriate form.
Q: I have a broken rod or reel! What do I do?
A: Go to Ross site here: http://www.rossreels.com/warranty-information and Follow these 5 easy steps:
1. Select your product from the dropdown menu above and click "GO".
2. Fill-out the form right on your computer.
3. Print the form.
4. Pay the service fee with a check or money order in the appropriate amount made out to "Ross Reels".
5. Ship your product and the completed form. Tear off the bottom portion of the form for your records.
REMINDER!! When sending Ross products in for warranty claims, we highly recommend using a shipping carrier that can track and confirm delivery of shipments. We are not responsible for any lost or damaged packages on inbound shipments. Thank you!
Q: What's included in the service fee for reels?
A: Every reel is carefully inspected, one at a time, by an expert. This process encompasses a wide range of steps and services including:
- Complete dismantling and diagnosis of the reel and all internal components
- Replacement of parts; free of charge if covered under warranty
- Full testing; all reels are returned to precise factory specifications
- Return ground shipping, handling and any necessary packaging
Q: Should I send my broken rod in a rod tube or rod case?
A: No. Please ship the entire rod in a standard shipping carton WITHOUT the tube or case. Our return packaging is very sturdy.
Q: Why does Ross charge a service fee?
A: To meet the demands of anglers, Ross charges a nominal service fee to have warranty and repair service performed by our factory experts. We have mastered the repair process over the last 40+ years and we take pride in knowing that every time you contact Ross Reels, you receive great service and your product is handled by knowledgeable staff members. Our service is very comprehensive, takes several steps, and many hours to complete. We even go one step further and often re-package your products to factory standards so they ship safely. We treat every product with care and each one is returned as new as possible.
Q: Is shipping included?
A: Yes, return ground shipping, handling, and any necessary packaging is included to lower 48 contiguous United States. For return ground shipping to Hawai'i, Alaska, and Canada, an additional $24.95 must be included. Expedited shipping will be an additional charge and you will be billed less the cost of the equivalent ground freight. Any International shipping (excluding Canada) will be invoiced prior to shipment at the current market rate. You can be assured that we strive to keep our shipping and handling costs as low as possible for our customers.
Q: I just need a part for my reel. Can you send me one?
A: Due to the huge number of Ross reels of various generations, in most cases it's best for us to repair your reel in house. However, some parts are available for some reels. Send us an email with a description of what you are looking for and we will do our best to help.
Q: How do I pay the fee?
A: For the quickest turnaround, please include a check or money order with your product. You can also request that we contact you for credit card payment, but please note that this may delay processing.
Q: How long will it take to get my reel returned to me if I send it in for service?
A: Most products are serviced and shipped back to you within 15-20 working days of receipt. However, some warranty repairs take longer than others. For more details, see the "Product Service Form" at the top of the page for your specific item.
Q: I'm leaving on a fishing trip in a week. Can I get my reel back in time?
A: In most cases we are able to accommodate reasonable requests for expedited service and we recommend you follow up with a phone call or e-mail. Use the Product Service Form at the top of the page and note the relevant dates required on the form. Keep in mind that transit time is the slowest part of service, so ship accordingly. We prefer UPS 2-day service or USPS Priority Mail.
Q: I was billed extra. Why do you charge a different service fee for your products?
A: Ross has a dedicated team of experts who perform customer service and each product requires varying degrees of skill and time to properly inspect, test and perform repairs. The prices reflect those variations.
Q: If my reel requires extra parts, is this included in the service fee?
A: In most cases, yes. If your Ross product is covered under our warranty, these parts are included. In the unusual case that your product falls outside of the warranty, parts are an additional fee. You will be notified in the event your product needs additional parts and what those prices might be.
Q: Why do you charge different service fees for Rods?
A: In most cases, rods are replaced new. All rod models have unique qualities and materials and the prices reflect the various skill levels and time required to service, repair, or replace the rod as covered under the warranty.
Q: I broke a reel or rod from a Ross Outfit. Do I have to send back the whole outfit and what is the service fee?
A: No. You can the send individual components back and the service fee for these components is listed in the corresponding warranty form.
For all Outfit reels, please select the appropriate product from the "Product Service Form" at the top of the page. Please note that Flystart Fly Reel Outfits can only be replaced as a Flystart reel.
For all Outfit rods:
- All Journey™ Outfit rods must be replaced as completely new Journey™ Outfit. Please send your Journey rod back with a completed Journey Outfit Product Service Form located in dropdown menu at the top of the page
- For Essence Outfits, please select the "Essence FS rod" from the "Product Service Form" dropdown menu at the top of the page.
- For Essence Elite Outfits, please select the "Essence FC rod" from the "Product Service Form" dropdown menu at the top of the page.
Q: Where do I send my Ross product for warranty/service?
A: All Ross products are serviced at our Montrose, CO factory. The address is pre-printed on the Ross "Product Service Form".
Q: My rod broke. Can you send me just the broken section?
A: Unfortunately, no. Our rod sections are fit individually. Please send in the entire rod and we will replace your entire rod under our warranty service.
Q: The cutters on my Pescador pliers have worn out/broken. Can you send me a new set?
A: Any Ross Dealer can order a set for you, if they don’t have a pair in stock. PLEASE NOTE: Pescador pliers were discontinued by Ross Reels on July 1, 2014. As of January 1, 2015, these are no longer covered under warranty.
Q: I have an old Ross Reel™ that's not working any more. What should I do?
A: Send it in to us, and we'll service it. Go to the Product Service Form dropdown menu at the top of the page and follow the directions for returning a reel for service.
Q: You don't make my reel or rod model any more. Can you still repair it?
A: In some cases, such as with rods, we may need to substitute a newer model replacement. You can also visit our Product Help page for additional information on Ross Discontinued/Heritage products.