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Repair Guidelines

 

I have a repair that is not a warranty issue. Where can I send it to be repaired?

The following are repair shops in Australia and New Zealand that The North Face recommends:

Remote Equipment Repairs
Factory 40, 22-30 Wallace Ave
Point Cook VIC 3030 AUSTRALIA
03 8360 7113
info@remoterepairs.com.au
remoterepairs.com.au


Twin Needle Outdoor Equipment Repairs
402 Tuam St Christchurch,
8011 NEW ZEALAND
+64 3 943 4444
info@twinneedle.co.nz
twinneedle.co.nz

 

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.

 

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 contact the retailer from which you purchased the product, or if you bought it direct from us please fill out our Contact Us form.

 

Do I need a repair authorisation number before I send my item in?

Yes, our team will issues return authorisation numbers for items being returned for evaluation and repair. Please visit our Contact Us page and fill out the form. 

 

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.

 

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."