How to Return a North Face Product for Warranty Repair
In the fall of 2000 my spouse and I were preparing for a long, cold, North Dakota winter. We decided to purchase two North Face jackets to protect us from the wind, rain, snow and cold arctic air we were sure to encounter in the coming months. The North Face jackets lived up to their name and the quality of the products are as enduring as the company guarantees. Recently the zipper on my jacket failed when one of the teeth broke off. Since the products are under a lifetime warranty, I knew I could send the jacket back for repair–not something you can typically do for a broken zipper. This allowed me to save money rather than purchasing a new jacket this fall. The following will provide a visual guide to help you send back a product for repair. “The 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,” (The North Face Warranty Policies, 2010), but the company will repair your product for a reasonable charge if is not covered by the warranty. This is a great asset to prolong the use of your North Face products.
How To Send a North Face Product for Repair
The warranty department will evaluate your North Face product to determine if it falls under the Lifetime Warranty and make repairs or a replacement as necessary. If the product does not fall under the warranty, then the company can make the repairs and bill you along with the return shipping cost.
Step 1: Clean your product. This is in accordance with California State Law and you will be charged a cleaning fee if the product is dirty upon arrival. My jacket can simply be laundered in the washing machine at home.
NOTE: Check your products care guide before cleaning. This can typically be found in one of the inseams of the product or contact the company for directions.
Step 2: Thoroughly dry your product to keep it from spoiling during shipping.
Step 3: Create labels for your product to assist the repair technician identify and fix all problems you have with your product. For example, my jacket needs to have the main zipper replaced, an seam on the interior of a pocket sewn, and a small hole repaired. I created three notes in Microsoft Word detailing the location and issue, printed them out, and cut them in strips to attach to the jacket.
Step 4: Attach the notes to the product in close proximity to the issue. I attached the three tags on the zipper of the coat, the zipper of the pocket to be repaired, and the sleeve of the jacket closest to the point where the hole exist using twist ties.
Step 5: Neatly fold your product and place it in a protective bag if possible. Placing your item in plastic can prevent oil, dirt, and other materials that may penetrate the box from coming in contact with your product.
Step 7: Create the USPS Priority Mail box or use a box of an appropriate size for your product.
NOTE: The Medium Flat Rate Priority Mail box is available from the United States Postal Service free of charge. Check with the Post Office Employee to find out if a less expensive method of shipping your product is available. The Priority Mail was the least expensive choice for me.
Step 8: Place your product and letter in the box.
Step 9: Address the box to: The North Face Warranty Department, 14450 Doolittle Drive, San Leandro, CA 94577, ensuring you include your return address on the package.
Step 10: Seal the box using packaging tape.
Step 11: Return the box to the US Post Office.
Step 12: Pay for postage, insurance equal to the value of the product, and request confirmation of delivery or use a system that requires a signature upon arrival.
Step 13: Mail your package.
Once your North Face product has been received by North Face, according to North Face web page, the company will mail you a post card indicating the company has received the package and then proceed with repair proceedures. “The North Face cannot be liable for lost in-bound packages,” (The North Face Warranty Policies, 2010) so be sure your package has the correct mailing address and is insured in the event the package is lost or damaged in the mail.
After the repairs are made, typically four weeks, the company will mail the product back to you.
Making a product purchase from a company as reputable as The North Face provides you with some added benefits for long-term use of your products. Being able to send back my North Face jacket for repair will prolong the use of the jacket and save me a few dollars on purchasing a new jacket right now.
NOTE: This article is intended to guide you through the steps to return a product to The North Face Company. All information concerning The North Face Lifetime Warranty was current as of the publication date of this article. Please check with the company concerning the warranty of your product, any updates or changes to the warranty department’s address, and any specific questions concerning your North Face gear.
UPDATE: The North Face Company replaced the zipper, repaired the ripped pocket, and hot sealed the small hole for no charge. The jacket was returned by FedEx in about 3 weeks time. The jacket feels like new again! Although, I did not receive a post card from the company letting me know they had received my jacket. This may be because the turn around time was so quick.