How do I make a warranty repair claim?
What does lifetime warranty mean?
Lifetime refers to the reasonable lifetime of the product. This does not mean your lifetime but rather the lifetime of the materials and components that go into the finished product. We use only the highest quality materials and trims, but even the best materials have a lifespan and will eventually degrade. We evaluate a product’s lifetime by its intended use and how much use it gets, and not by how old it is.
How can I find the status of my repair claim?
You can track your package with your shipper to determine the deliver status. Within 36 hours (Monday – Friday and excluding holidays) of receiving your package, we’ll send you an email confirming receipt of your item and our Warranty Team will check it in for evaluation. Once we’ve evaluated your item we’ll contact you to let you know the results of our evaluation and next steps.
How long will the repair take?
Repairs typically take 3-4 weeks but can be longer during the peak winter season, November – March.
Does my item need to be clean before sending it in for repair?
For safety and sanitary reasons, we require all outerwear and clothing be cleaned and dry prior to sending in for repair evaluation.
What kind of damage is not covered?
Damage due to misuse, abuse, accidents, neglect, normal wear and tear, theft or damage caused by anything other than defect in materials and workmanship are not covered by the warranty policy.
What is normal wear and tear?
Products exposed to the elements and used frequently can show wear and tear faster than those used less frequently. Your product may simply have reached the end of its practical lifetime.