Frequently Asked Warranty & Repair Questions
The North Face® lifetime warranty covers manufacturing defects in materials and workmanship, regardless of the age of the product, but it does not cover normal wear and tear. Wear and tear is damage that naturally and inevitably occurs as a result of normal use. 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. Common examples of wear and tear that would not be covered under the lifetime warranty include colors fading, abrasions on the bottom of packs or at the cuffs/pockets from rubbing when you walk and general breakdown of the materials over the years.
If you’re having problems with your product by The North Face®, please send it in along with our Warranty Return Form to us at the following address for inspection and repair:
Warranty Repair Department, 510 Crystal City Hwy, Suite 7, Uvalde, TX 78801
Please make sure that the shipping is prepaid, the package is insured for full replacement value and you use a shipping method that will provide you with a tracking number. 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 footwear not clean enough to work on will be returned to you. We understand that this may be inconvenient, but we want to ensure the health and welfare of our Warranty Department staff.
If your warranted product by The North Face® fails due to a manufacturing defect in materials or workmanship, 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. If your The North Face® product has special memories attached to it that make it irreplaceable to you, please indicate so on the Warranty Return Form and we will not replace it and it will be returned to you.
Our typical turnaround time is 6-8 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 some cases, it may take longer. During peak season our turnaround time can be longer than eight 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.
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 using regular mail. 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.
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. After your product is evaluated, we will send you a letter with the final repair costs, and request that you call us to approve the charges.
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 an email that will let you know the status of your repair. Again, our typical turnaround time is 6-8 weeks from the day we receive your product at our facility until it is returned to you. If you have further questions, please call the Warranty Department, at 1-855-500-8639.
If your buckle is broken or misplaced we would be happy to send you a new one. You may contact us by email at email@example.com to request a replacement buckle to be sent out. 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 and a picture of the buckle if possible.
Having your item altered, modified, repaired or embroidered by anyone other than The North Face® or the below repair shops will void the warranty. The following are repair shops in the United States that The North Face® recommends for alterations:
Boulder Mountain Repair Ron Simonds 2744 47th Street Boulder, CO 80301 (303) 499-3634 http://www.bouldermtnrepair.com
Rainy Pass Repair 4415 Stone Way N Seattle, WA 98103 (888) RIP-STOP
If you’re having problems with your warranted 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.