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Customer Service

Customer

Warranty/Product Guarantee

'The North Face products are fully warranted to the original owner against defects in materials and workmanship for the lifetime of the product. '

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Warranty Policies

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, 14450 Doolittle Drive, San Leandro, CA 94577. All shipping to Warranty must be pre-paid and insured. The North Face cannot be liable for lost in-bound packages. California State law requires that products accepted for repair be clean. Charges will be assessed if cleaning is necessary.

 

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 gives you specific legal rights; you may have other rights, which vary from state to state. This warranty policy supercedes 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 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 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 and tears 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 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.
Q5: Is normal wear and 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 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.
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Repair Guidelines

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 North Face products, and do not want us to exercise the option to replace. If your TNF product has special memories attached to it that make it irreplaceable to you, please let us know.
Q2: 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 send it to us at the following address for inspection and repair:

 

The North Face
Warranty Department
14450 Doolittle Drive
San Leandro CA 94577

 

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 by FedEx. 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. California State law requires that products accepted for repair be clean. Soiled garments and sleeping bags will be sent out to a professional cleaning service prior to the repair, and we will assess an extra charge for that service. Also, sending out a product for cleaning adds an unexpected delay of two weeks or more.

 

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.

 

Our normal turnaround time is about four weeks, usually less. This includes the shipping time by ground to you. If this turnaround time becomes a problem for you, tell us. We can sometimes "rush" repairs through for special situations. Just let us know.

Q3: Should I insure my product when I mail it in?
Please insure your product by The North Face for its full 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 The North Face.
Q4: Do I need a repair authorization number before I send my item in?
The Warranty Department does not require or issue return authorizations for items being returned for evaluation and repair. Once we receive your product, we will assign a repair order number to it, and send a postcard notification with the repair order number and an initial status report.
Q5: 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. If you request that we return your product by UPS Overnight or 2nd Day Air, the additional shipping charges will be billed to you. Shipping charges for all non-warranty repairs are at the owner's expense.
Q6: How long will my repair take?
Our typical turn around time is three to four weeks from the time we receive your product until it is returned 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 six weeks. If your product needs to be sent out to be cleaned, you may expect up to two additional weeks before it will be returned to you.
Q7: 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. If you are concerned about the expense, you can ask us to notify you of the repair costs. After your product is assessed, we will send you a postcard with a final estimate, and request that you call us to approve the charges. You may also give us a limit, i.e. "Please notify me if the repair charges exceed $40."
Q8: 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 way of Federal Express, UPS 2nd Day Air, or some other speedy means. 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.
Q9: Why does my product by The North Face need to be cleaned before I send it in?
California State law requires that all items accepted for repair be received freshly laundered. We understand that this may be inconvenient, but we want to ensure the health and welfare of our Warranty Department staff.
Q10: How can I find out the status of my repair order?
You can track your package with your shipper to determine if and when it has been delivered. Once we have received your product by The North Face in the Warranty Department, we will send out a postcard that will let you know the status of your repair. If you have further questions, please call the Warranty Department, at 1 (866) 715-3223, prompt 7.
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 (866) 715-3223, prompt 7. 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 the United States that The North Face recommends for alterations:

Specialty Outdoor Sewing
Penny Schwyn
Spokane, WA
(509) 448-0346
http://www.specialtyoutdoors.com/

 

Boulder Mountain Repair
Ron Simonds
641 South Broadway
Boulder, CO 80303
(303) 499-3634

 

Rainy Pass Repair
4415 Stone Way N
Seattle, WA 98103
(888) RIP-STOP

Q13: I live in Canada. Where should I send my product by The North Face for repair?
If you're having problems with your product by The North Face, please send it to us for inspection and repair to the following address:

 

The North Face, Canada
3260 Rue Guenette
Saint-Laurent, Quebec
H4S 2G5

 

Please make sure that the shipping is prepaid and the package is insured for full replacement value. Enclose a short note identifying the problems, and remember to include your street address or a place where someone will be home to sign for a package, since we return items by United Parcel Service. 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 products will be sent out to a cleaner prior to the repair and we will assess an extra charge for that service. Also, sending out a product for cleaning adds an unexpected delay of two weeks or more.

Q14: What are the Warranty hours of operation?
Monday - Friday
7:00 a.m. - 4:00 p.m.
1 (866) 715-3223, prompt 7