Received a reply less than 30 minutes after contacting them:
Hi ****,
We're sorry to hear your battery pack failing.
If you could please send your faulty battery pack to this address:
*******
Victoria, BC V8W 3J5
Canada
We will reimburse you with shipping costs, provided you include the receipt.
Your replacement battery pack will be sent today.
Certainly can't complain about customer service so far.
Now I just have to decipher the UPS and Post Office rates to see which is preferable as a shipper. Anyone having any experiences shipping to Canada? UPS looked like $15 with no duties mentioned. The Post Office site quoted $5 if First Class instead of Priority, but mentioned in the fine print that $5 or $8 of duties would be collected coming into Canada.
But, all-in-all, great service so far, don't you think?