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Repair Guidelines

Repair Guidelines

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.

 

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 return it to us for inspection and repair. Please visit Contact Us for Warranty department contact details.

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 a detailed description outlining the problem you are experiencing with your The North Face item. Please include your proof of purchase.

Please send the product in clean. Soiled items will be returned directly without assessment. 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

 

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®.

 

DO I NEED A REPAIR AUTHORISATION NUMBER BEFORE I SEND MY ITEM IN?

The Warranty Department does require and issues return authorisation numbers for items being returned for evaluation and repair. Please visit Contact Us for Warranty Department contact details.

 

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.

 

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."

 

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. Please visit Contact Us page for Warranty Department contact details for further information.

 

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 1800 863 665. 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.

 

WHERE CAN I GET MY GARMENT BY THE NORTH FACE® ALTERED?

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

 
REMOTE EQUIPMENT REPAIRS

Factory 40, 22-30 Wallace Ave
Point Cook VIC 3030
AUSTRALIA

Phone:   03 8360 7113
Email:    info@remoterepairs.com.au
Web:     remoterepairs.com.au

 

TWIN NEEDLE OUTDOOR EQUIPMENT REPAIRS

402 Tuam St
Christchurch 8011
NEW ZEALAND

Phone:    +64 3 943 4444
Email:     info@twinneedle.co.nz
Web:      twinneedle.co.nz

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