North Face Backpack FAQ

As a North Face backpack owner, you are expected to tackle all the hazards and challenges of the great outdoors. Sometimes your pack will suffer the consequences of your enthusiasm. That's when you need to know about the backpack warranty and how to make repairs.

The North Face Backpack Warranty
(Not Applicable For North Face Outlet Store Purchases)

As long as you are the original owner, North Face will fix any defects in materials and workmanship for the lifetime of the product. Not your lifetime. There are no charges for faulty design flaws that occur even after using the pack for a few years. But this does not include damage due to strange accidents, lousy maintenance or normal wear and tear that leads to natural breakdown.

Let's be honest. Most backpacks are tough enough to handle normal outdoor conditions. Sometimes fabric weakens and metal fatigues that causes rips and broken parts. Other times negligence for proper care is the main reason for a problem. Be aware of what the warranty covers to avoid hassles and false expectations.

Warranty evaluations require all backpacks to be sent to the following addresses. All shipping must be pre-paid and insured because the company will not assume liability for lost packs. Always clean your backpack thoroughly before shipping to avoid additional charges and comply with California laws for product repair.

If you want to repair damage not covered under the warranty, then ask about the rates and fees charged for services and shipping.

The North Face Warranty Department (US residents)
14450 Doolittle Drive
San Leandro, California 94577
USA
Monday - Friday
7:00 a.m. - 4:00 p.m. PST
1 (866) 715-3223, prompt 7

For Canadian Residents:
The North Face, Canada
3260 Rue Guenette
Saint-Laurent, Quebec
H4S 2G5

Returns or exchanges are accepted within a year of purchase, though the company does not refund items without a receipt.

North Face Backpack Technology

Getting day packs to fit and ride right takes a lot of effort.

With the BackSaver Technology, North Face focuses on biomechanical motion to carry loads in more efficient and less back strain positions.

An innovative angled bottom panel works with gravity to shift the weight and cargo of the pack closer to the wearer's back.

These seemingly minor adjustments provide major benefits for a comfortable fit with medium to heavy loads.

North Face explains its state-of-the-art pack technology and engineering as follows:

With the X Radial frame suspension system, this unique axis configuration mimics the body's natural movement; resulting in an ergonomic, comfortable fit over long hauls. Working in tandem with this is the highly specialized EVA injection-molded foam back panels. These supportive and ventilating back panels are extremely durable and quickly regain its shape and continuity during use.

North Face Backpack Repair Guidelines

Nobody really likes to send a backpack for repair. First it usually takes too long and second you never know if you'll get your old trusty trekking friend back again. Backpacks are the adult equivalent of baby blankets, it's hard to let go.

For these reasons it's important to understand company procedures and decisions. The North Face has two options when returning a backpack for repair:

• Option 1 - Repair the item damaged. Free of charge.
• Option 2 - If the cost of repair exceeds the cost of a new one or the damage is unrepairable, a replacement backpack is sent to you.

If you are sentimental about your backpack, be sure to inform the Warranty Department that you prefer to have the backpack returned to you even if unable to repair.

Shipping Guidelines and Tips

Understanding the requirements of the manufacturer helps to speed up the repair process and ensures you get on the right track. The North Face requests that you ship any repair item with a tracking number that requires a signature upon delivery. Again shipping must be prepaid and insured for the full value of the replacement item.

The company asks that you include a note (name, phone number, street address, FEDEX package pickup location) with your gear and to mark the trouble spots with colored tape or masking tape. This is a good idea to avoid miscommunication. Be sure to number your detailed notes with the markings for easier identification.

Clean and scrub your moldy, smelly backpack first so someone will want to repair it, not leave it in the corner. Otherwise, The North Face will send it away to a professional cleaner for a two week delay and added costs.

When products are received at the Warranty Department, each item is assigned a Repair Order Number and is sent to you via a postcard notification to let you know the status.

For US residents, the turnaround time is usually up to four weeks to get the product back to you. If you require a "rush" repair for an upcoming vacation, then inform them from the start.

General Repair Procedures

• Customer pays for shipping to The North Face. The company pays for returning the product to you, unless requesting UPS overnight with additional charges.
• All non-warranty products are shipped and returned at the owner's expense.
• Costs of repairs can be assessed first with a postcard notification estimate sent for your approval to make the repairs.
• For repair status information and replacement of broken buckles: Call the Warranty Department, at 1 (866) 715-3223, prompt 7.