FAQ
Frequently Asked Questions
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WARRANTY, SERVICE AND PARTS
Q: Where do I send my Ross for warranty/service?
A: It depends on which model. Please select your model on our warranty page to see the Product Service Form for your specific item for the correct service location.
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: Should I send my broken rod in a rod tube/case?
A: No. Just send the broken parts in a standard shipping carton. Our return packaging is very sturdy, and this will save you and us in shipping weight costs.
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.
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 you out.
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 our warranty page and follow the directions for returning a reel for service.
Q: You don't make my model any more. Can you still repair it?
A: Usually, yes. In some cases, such as with rods, we may need to substitute a newer model replacement.
Q: Is there a charge for repairs to my Ross?
A: Most repairs to Ross reels are covered by our lifetime warranty and performed at no charge. However, some repairs outside the warranty may incur a service charge. We will contact you in that case. Also, our fly rods and some reels are serviced or replaced for a small fee, which covers processing and return shipment. Details can be found on each item's Product Service Form.
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 can delay processing.
Q: How long will it take to get my reel/rod returned to me if I send it in for service?
A: We want you fishing with your gear as bad as you do. Most reels are serviced and shipped back to you within 5 working days of receipt. However, some jobs and rods/reels take longer than others. For more details, see the Product Service Form for your specific item.
Q: I'm leaving on a fishing trip in a week. Can I get my reel/rod back in time?
A: In most cases we are able to accommodate reasonable requests for expedited service. Please use the Product Service Form to note the relevant dates and we will do our best. 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.
MAINTENANCE
Q: My Ross reel is showing its age. How do I touch it up? Can you refinish it to look new?
A: A “Sharpie” marker works well at covering up small nicks and scratches. For a more permanent fix, try a product called “Aluminum Black,” which you can find at your local sporting goods store. Due to our tight manufacturing tolerances and the way anodization works, we're not able to re-anodize our reels without altering the fit and function.
Q: Can I use my Ross in saltwater? What’s the best way to clean it?
A: All Ross reels are designed for use in both fresh and salt water. After a day in the salt, remove your spool, open (loosen) the drag completely, and soak the reel in clean water for a half hour or so. Then rinse/flush it with running fresh water and let air dry. Do not add any grease or oil!
Q: Should I lubricate my reel? What kind of lubricant?
A: No lubrication is needed on any Ross adjustable drag reel. Adding grease or oil can actually cause damage, and a drag failure
GENERAL
Q: I have an older Ross. Do you offer spools for your discontinued reels?
A: Yes! We offer spare spools (only in black) for all of our discontinued reels. These can be special ordered through any of our authorized Ross dealers.
Q: I looked at your dealer locator, but there are no Ross dealers local to me. Can I buy directly from Ross?
A: Unfortunately, no. However, we do have several preferred online retailers that can be found through links on each of our product pages.
Q: I would like to know the (backing capacity, weight, diameter) of a specific model.
A: Check out our Product Help page. All the published specifications on our reels, past and present, are at your fingertips.
Q: Where are you located?
A: The Ross manufacturing plant and service department is located in Montrose, Colorado, and our offices and warehouse are in Midland, Michigan. For specific inquiries, please contact us.
Q: Do you offer an Outdoor Pro/Guide program? How do I enroll?
A: We do offer an exclusive Outdoor Pro/Guide program. For more information, please send us an e-mail with appropriate documentation attached (guide license, business card, etc.).
Q: I have an old Ross reel. How much is it worth?
A: Some of the older Ross reels are sought-after and collectible. The best way to get a current value is to check online auction sites and the For Sale pages of fly fishing forums.
Q: Can you mail me a Ross catalog?
A: Instead of printing a catalog we decided to save some trees! The fact is... a print catalog can no longer compete with an interactive digital version. We encourage you to take some time and surf around our website. We are confident that you will enjoy many of its features including product videos, exploded-view diagrams, an enhanced dealer search and a product help database.
Q: Can you send me an email newsletter then?
A: Sure. Sign up for our e-newsletter, “In the Loop,” here. You should also follow us on Facebook and Twitter for up-to-the-minute news, product info, and even a few giveaways.
