Return Policy & Warranty

 

Return Policy

We proudly stand behind the quality of everything we sell and hope you’re happy with your gear. All products (except footwear) are fully warranted against defects in materials and workmanship with a Limited Lifetime Warranty. All footwear has a One-Year Warranty.

If you're unsatisfied with a product you purchased from The North Face, you can return your item(s) as follows:

  • Online purchases can be returned online or at The North Face retail stores for 60 days from the time of purchase.
  • Items purchased online using PayPal Pay are not eligible for in-store returns and can only be returned online, via the post. 
  • Items purchased from a 3rd party or re-seller must be returned to that same provider and are subject to their return policy.
  • Returned items must be unused and unwashed.

Please use the pre-paid shipping label included in your shipped package to complete the return.

 
 
 
 
 
 

Online Returns 

Products purchased through thenorthface.com can be returned within 60 days of purchase. Items must be unworn, unwashed and have the original tags attached.

Each shipped package comes with a prepaid label for return shipping.

To return your item:

FIRST

  • Sign into your account on thenorthface.com and go to My Account.
  • Go to Order History and scroll down to the item you wish to return.
  • Click on “Create a Return” next to that item and fill out the required fields.

THEN

  • Find the packing slip from your original package and ensure it is in the package you’re returning.
  • Fill out the prepaid label included in your original package and put it on the outside of your package.
  • Take note of the tracking number for your records.
  • Drop the item at your local post office or shipping centre. 

If a packing slip or return shipping label was not included in your original package or they have been misplaced, please contact Customer Service at (877) 992-0111.

In-Store Returns 

To return your item in-store, you must have:

  • The original receipt or exchange receipt from your order.
  • The ability to show order details from your account on thenorthface.com.

Returns without the original receipt, exchange receipt or order details from an online account can only receive a merchandise exchange at the lowest selling price of the item(s), and only at the discretion of store management.

Returns will be credited back to the original form of payment. If the original purchase was made with a credit card, we will refund the purchase only if the authorized cardholder is present with the same card. If the authorized cardholder and original card are not both present, we can only issue a store credit.

 

Gift Returns

Items purchased from a 3rd party or re-seller must be returned to that company and are subject to their return policy. 

To return a gift, purchased from thenorthface.com, follow these instructions.

  1. Sign in or create an account on thenorthface.com.
  2. Request a return for your items
  3. Print the prepaid return label
  4. Attach that label to the outside of the package
  5. Drop your return into any Canada Post box

Your refund will be issued as an eGift Card 24 hours after we've received your returned item(s).


Warranty 

Limited Warranty

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.

The North Face® Footwear is covered by a one-year limited warranty following the date of purchase (proof of purchase necessary) 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.

Warranty Claims

An authorization number is required for all warranty claims. To obtain an authorization number, simply email us at tnfwarranty_canada@vfc.com with :

  • your complete name/address/phone number
  • front/back pictures of all tags in the product/underneath tongue of footwear, overall product and a brief description of the problem

We will then reply with specific instructions on a case by case basis. 

Warranty Address

The North Face, Canada
3260 Rue Guenette
Saint-Laurent, Quebec
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/evaluation. If items are not, they will be returned to the owner for cleaning.

Warranty Status

Our typical turnaround time is 10 - 15 business days from the time we receive your product until it is shipped back to you. Our turnaround time will increase during our busy period (usually September through end of March) and stretch to 20 - 30 business days. You may also track you package online with your shipping company.

If you have more questions, have your authorization number handy and call us @ 1-877-992-0111. Our lines are open Monday - Friday 8:30 am - 5pm EST.

Replacement Buckle

If your buckle is broken or missing we would be happy to send you a new one. Contact us at tnfconsumer_canada@vfc.com to request a replacement buckle. Please provide your name and address, along with a photo of your product, a description of the buckle and a picture of the buckle if possible.

The following are repair shops in Canada that The North Face® recommends for alterations:

Toronto

Sports Sewing Shop
1931 Gerrard St E.
Toronto, M4L 2C2, ON

Love Your Tailor
41 Advance
Etobicoke ON, M8Z 2S6

Love Your Tailor
21 Mobile Dr
Toronto ON, M4A 1H5

Quebec

Les Ateliers Forest Inc
195 3ieme Ave
Quebec, QC G1L 2V3
tel : 418-522-5444

Atelier Hors-Piste
10 rue Noël, unit #20
Gatineau, Qc J8Z 3G5
tel : 819-205-7502

Calgary

Cyrex Repairs
8419 Elbow Drive Unit B
Calgary AB, T2V 1K8
tel: 403-258-1827

Vancouver Area

Menders
A-5588 Inlet Ave, BOX 1762
Sechelt, BC V0N 3A0 
tel: 604-885-8815