Warranty PoliciesBack to Top
Q1: What is The North Face® Warranty Policy?
The North Face® products are fully warranted to the original owner against defects in materials and workmanship for the lifetime of the product. If a product ever fails due to a manufacturing defect, even after extended use, we will repair the product, without charge, or replace it, at our discretion. This warranty does not cover damage caused by accident, improper care, negligence, normal wear and tear, or the natural breakdown of colors and materials over extended time and use. Damage not covered under warranty will be repaired for a reasonable rate and a fee will be charged for return shipping.
For warranty evaluation, your product must be returned directly to The North Face® Warranty Department:
The North Face Canada 3260 Rue Guenette Saint-Laurent, Québec H4S 2G5
All shipping to Warranty must be pre-paid and insured. The North Face® cannot be liable for lost in-bound packages. All items must be laundered prior to be sent in for repair. If items are not, they will be returned to the owner for cleaning.
The North Face® Footwear is covered by a one year limited warranty that protects the original owner against manufacturing defects in workmanship and materials. Only original materials and workmanship are covered by this policy. Reasonable wear and tear is not included.
This warranty policy supersedes all previous warranty policies.
Note: This warranty does not cover products purchased at The North Face® Outlet Stores. This warranty does not cover The North Face® eyewear or bicycles.
Q2: What does "lifetime" mean?
Our products are covered under warranty, to the original owner, for the lifetime of the product.
Unfortunately, this does not mean your lifetime. Your The North Face® sleeping bag may not survive to the ripe old age of 70. (But we have heard from folks whose well-loved and cared for 1973 Superlight sleeping bags are still going strong!)
Q3: I bought my product by The North Face® at an outlet store. Is it covered by warranty?
The North Face® Factory Outlets sell The North Face® discontinued, special make-up, and slightly blemished apparel and equipment at significant discounts. As stated on our Outlet receipts, The North Face® warranty does not cover merchandise purchased in our Outlet stores. The North Face® Warranty Department will repair Outlet store products for a reasonable charge.
Q4: Are rips, tears, or normal wear & tear covered by warranty?
We manufacture all of our products to meet our superior standards. However, regardless of how carefully you use, or how well you care for your The North Face® product, it will eventually begin to show age and wear. The North Face® warranty covers defects in workmanship and materials, regardless of the age of the product, but it does not cover normal wear and tear.
Repair GuidelinesBack to Top
Q1: Will my product by The North Face® be repaired or replaced?
If your product by The North Face® fails due to a manufacturing or workmanship defect, our first option will be to repair the item, free of charge. If the product is not repairable, or if the cost of repairing the item exceeds the cost of a new one, we will replace it. Many of our customers become very attached to their The North Face® products, and do not want us to exercise the option to replace. If your The North Face® product has special memories attached to it that make it irreplaceable to you, please let us know.
Q2: How can I find out the status of my claim?
You can track your package with your shipper to determine if and when it has been delivered. If you have further questions, please call the Warranty Department, at 1-800-501-3054 option 2.
Q3: How do I send my product by The North Face® in for repair?
If you’re having problems with your product by The North Face®, please call us at 1-800-501-3054 (option 2 for warranty) with your product in hand. We will set you up with an authorization number that you will write well in view on the package you will be sending your item in and on the letter accompanying the package. Then, you may send it to us at the following address for inspection and repair:
The North Face Canada 3260 Rue Guenette Saint-Laurent, Québec H4S 2G5 Canada
We would prefer that you send the item using a shipping method that will provide you with a tracking number, and require a signature upon delivery. Please make sure that the shipping is prepaid and the package is insured for full replacement value. Please enclose a short note that includes your name, phone number, and include a street address or a place where someone will be available to sign for a package, since we return items via courier. Please mark the areas in question on the product with colored tape or masking tape, so we can find them easily, and make sure that your note describes their location.
Please send the product in clean. Soiled garments and sleeping bags will be sent back to the owner for cleaning, thus creating additional costs and delays for the owner.
When returning tents, packs, or shoes, please brush off any dirt, and sponge clean, if needed. Tents, packs, and shoes not clean enough to work on will be returned to you as well.
Our normal turnaround time is about 10 to 15 business days following the reception of your parcel at our facility. It may increase during our busy period (September through end of March). If this turnaround time becomes a problem for you, tell us. We can sometimes “rush” repairs through for special situations. Just let us know and we’ll see how we can help.
Q4: Should I insure my product when I mail it in?
Please insure your product for its full replacement value when you send it to us. Use a shipping method that provides a tracking number and requires a signature upon delivery, to ensure that your product will arrive safely to our facilities.
Q5: Do I need a repair authorization number before I send my item in?
Yes, please call the warranty department at 1 (800) 501-3054 option 2 for warranty to request a return authorization number. Make sure you have the item in hand.
Q6: Who pays for shipping?
As stated in our warranty policy, the customer pays the shipping charges to send products to the Warranty Department. The North Face® will absorb the return shipping charges. Shipping charges for all non-warranty repairs are at the owner’s expense.
Q7: How long will my repair take?
Our typical turnaround time is 10 to 15 business days from the time we receive your product until it is shipped back to you. In some cases we can get it back to you sooner. In rare cases, it may take longer. During peak season our turnaround time can stretch to 20 business days.
Q8: What do repairs cost?
The cost of non-warranty repairs varies from one repair to another, depending on the cost of the materials and length of time it takes for us to do the repair. You will always be contacted with an estimate of the repair costs for your approval prior to having the work done.
Q9: Can my product repair be rushed?
In special cases, if you need your repair back before the normal expected turnaround time, we can do a rush repair for you for no additional charge. To request a rush, please send your product to us by ways of courier. Please write RUSH in big letters on the box. Include a note, asking us to do a rush repair, with your name, address, and phone number. Please explain what the necessary repairs are, and give us the date you need your product back. We will do all we can to see that you have it back in time.
Q10: Why does my product by The North Face® need to be cleaned before I send it in?
We understand that this may be inconvenient, but we want to ensure the health and welfare of our Warranty Department staff and partners/contractors.
Q11: I have a broken/missing buckle. Can it be replaced?
If your buckle is broken or misplaced we would be happy to send you a new one. You may contact us by calling 1-800-501-3054 option 2. Please provide your name and address, along with a description of the buckle, including the width of the strap the buckle is attached to, in inches.
Q12: Where can I get my garment by The North Face® altered?
The following are repair shops in Canada that The North Face® recommends for alterations:
Toronto Sports Sewing 1931 Gerard St. Toronto, ON 416-690-4669
Québec Les Ateliers Forest Inc 195 3ieme Ave Quebec, QC G1L 2V3 418-522-5444
Calgary Cyrex repairs Calgary 8419 Elbow drive Unit B Calgary AB, T2V 1K8 403-258-1827
Q13: What are the Warranty hours of operation?
Our lines are open Monday - Friday 8:30 am - 6pm EST @ 1-800-501-3054 (option 2)