If 12 years in the paddlesports business has taught us one thing, it’s that offering good customer service is one of the most important things that we can do. Like many other technical outdoor sports, the gear we make can demand a very special fit, or need particular care, or require periodic service to maintain its usefulness. Not only do we recognize this, but we consider it as important as any other job here at IR. We take tremendous pride in our record for making our customers happy, and if you have any questions or problems with your IR gear, we encourage you to contact us immediately.
IR Customer service contacts and links:
- First, you can always call us at 814-395-9191 8:30-5:00 M-F EST. Or email us at info@immersionresearch.com
- Fill out a trouble ticket. This is an on-line form that is the backbone of our customer service department. This form will allow you to tell us what’s wrong, and give you a return authorization code if we ask for you to return a garment. This on-line form will get you entered into our system, and get you taken care of in the most efficient manner possible. We take this system very seriously, and if you fill out the form, we WILL see it, and respond right away.
- Check out IR Customer Service TV. This is where we answer many common customer service questions in a short video.
- Gasket Replacement
- Spray Skirt Fit Chart
- IR garment fit chart
- Backband installation help
10 responses so far ↓
1 Doodle // May 31, 2009 at 3:07 pm
i have preception kayak, the backrest and hip pads are worn out, I’m looking to replace with factor products the backrest and hip pad have immersion research on them, do you carry these replacement part. thanks Doodle
2 John Weld // Jun 1, 2009 at 12:57 pm
Hi Doodle,
We made the backbands for those boats, but not the hip pads. I’d be happy to help with replacing those parts. To make a long story short, we made all sorts of parts for perception, so I don’t know the exact model you have, but some helpful links: we sell all of the ratchet straps and ratchets on our materials page at http://materials.immersionresearch.com. We also sell the style of backband that was most likely used in your boat here : http://www.immersionresearch.com/products/accessories/reggie/
Beyond that, if you’d like to discuss specific details, give us a call at 814-395-9191 and we can figure out what you need,
-John
3 bee estes // Sep 22, 2009 at 8:21 pm
I bought a sessions shirt and did not have washing instructions what are they
4 John Weld // Sep 23, 2009 at 4:27 pm
I would suggest washing it with something like this:
http://materials.immersionresearch.com/2009/02/09/revivex-synthetic-fabric-cleaner-799/
You can buy it from us, or most outdoor stores carry this kind of thing, too. It will clean it without destroying the waterproof breathable laminate.
-John
5 David Miller // Oct 22, 2009 at 12:11 pm
Hi, do you have any plans to make the X-Jacket this year? i’ve tried ringing around but can’t find any..
Thks
6 John Weld // Oct 22, 2009 at 2:29 pm
Hi David,
The X jacket is one of those things we make if we have enough orders. We are approaching the end of the retailer 2010 ordering season (the deadline was actually oct.1), and I’ll be honest, it’s close. I am going to visit our factory next week to discuss whether or not it’s worth it to make the number that are on order. You’ll be able to tell based on our website in about 2-3 weeks. If it’s still listed, we’re making it. If not, it will be another year.
Let me know if you have any other questions,
-John
7 Kevin Rohrbach // Apr 15, 2010 at 4:04 am
Hi,
I can’t praise your service enough! Thanks for making everything work out.
If you create a facebook page I’ll be your first fan!
Props to both Jo(h)ns and the whole team at IR!
8 Brian "Heff" Hilsabeck // May 21, 2010 at 2:36 pm
Tore my dry top last weekend. Filled out a “trouble ticket” on Tuesday. Instantly got a response on where to ship it. Shipped to I.R. Tuesday, back in my hands today (Friday)! a total of 3 days to have it repaired. Customer service at its finest. Thanks to Jon and I.R.!
9 Brad McMillan // Jun 22, 2010 at 8:28 pm
Hey I’m trying to find the zipper lube that you send out with your drysuits. I believe that its called t-zip but I can’t find it for sale anywhere on the internet. Any help would be much appreciated!
Thanks
10 jbecker // Jun 23, 2010 at 10:12 am
Hi Brad,
Just shoot us an email at info@immersionresearch.com, we will get one out to you at no charge- it is really only necessary to lube the small area where the zipper seals in the fully closed position, for added protection. The zipper teeth themselves seem to have somewhat of a self-lubricating function, and will glide very easily with proper cleanliness. A clean zipper is a dry and happy zipper. – Jesse
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