True North Gear® proudly guarantees the quality and performance of all our products. Items with defects in materials or workmanship will be repaired or replaced at the discretion of True North Gear® for the practical lifetime of the product.
WHAT DOESN'T THE WARRANTY COVER?
This 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. Damage not covered under the warranty may be repaired at a nominal charge.
WHAT DOES PRACTICAL LIFETIME MEAN?
Unfortunately, this does not mean your lifetime. Your True North Gear® product likely will not survive to the ripe old age of 75. We build our products to last over extended periods of use, but nothing lasts indefinitely. Fabrics will deteriorate and fade over time and moving parts will wear out. We will cover your product under our warranty policy until such a time that we have deemed the product to be worn out beyond reasonable repair. If the product is showing the signs of its age—for instance, the fabric has become thin or faded, there are rips and tears, the zippers no longer catch, or the cuffs are fraying—we will take this into consideration when assessing your product for a warranty request.
By taking care of your equipment, you will ensure a longer lifetime for your gear. We recommend that you visit our Product Care page for more information on how to wash and care for your equipment. Use your judgment when assessing whether your product is likely to be covered under our warranty policy. It may simply be time to replace your product, and we hope that True North Gear® will have the opportunity to continue providing you with superior quality products and service in the future.
WHAT ARE DEFECTS IN MATERIAL OR WORKMANSHIP?
Materials refers to product components such as zippers, buckles, and fabrics. Workmanship refers to seams, seam tape and construction. If your product 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. Some of our customers become very attached to their True North Gear® products, and don’t want us to exercise the option to replace it. If your True North Gear® product has special memories attached to it that make it irreplaceable to you, please let us know.
Damage due to wear and tears such as rips, tears, abrasion or UV degradation, misuse or neglect is not covered under our warranty policy but may be repairable for a reasonable fee.
HOW DO I GET MY PRODUCT REPAIRED? IT'S EASY AS 1, 2, 3.
- Contact us for a Return Merchandise Authorization Number (RMA#). Please send an e-mail to firstname.lastname@example.org with the details of what needs to be fixed, and the name and approximate age of the product. Include photographs of the defective area and one of the entire item. Photos of labels with Lot Numbers are also helpful. Our production team will evaluate the photographs and information provided to make a determination on whether the product is elligible for repair or replacement. Once determination is made, we will then let you know how to get the item to us, the timeframe for repair, and any other important details. Our repair fees, if an item is not covered by warranty, are extremely reasonable. To our customers; please do not contact the dealer you purchased your True North Gear® item(s) from, we are here to help you repair your item. Please follow the steps below. To our Dealers; Please refer your customers looking for product repairs to email@example.com to obtain RMA paperwork. Corresponding pictures and sales order number are helpful as well. All product returns for credit, but additionally needing repairs, will be denied. All products returns for credit for any other reason than repairs will be handled as normal.
- Wash any gear being returned for repair and identify the problem area. In order to comply with health and safety regulations, as well as for the protection of our staff, we kindly ask that all products be cleaned before being sent to us. Products that arrive unwashed may be subject to a cleaning fee and will delay the repair process. To find out how to properly clean your garment, please visit our Product Care page. Next, identify the problem area on your product using a piece of low-tack masking tape (do not use duct tape), wrap a rubber band around the problem area, or simply include a hand-written explanation.
- Ship your product to us. Please note that charges for shipping and insuring your package are your responsibility. True North Gear® will cover the return shipping costs. We recommend you insure the contents of your package prior to shipping as True North Gear® cannot be responsible for uninsured packages.
We will email you the Return Merchandise Authorization (RMA) paperwork. Please print it out and put it in the carton with your product(s) and send it to:
True North Gear | DragonWear
Attn: REPAIRS / RMA# _____
3723 S Hudson Street
Seattle, WA 98118
RETURNS AND EXCHANGES:
True North Gear® products are sold almost exclusively through a network of retailers and online stores. If you purchased a product from one of these retailers or online stores, please contact their Customer Service department directly to determine the Return and Exchange process.
True North Gear® accepts returns and exchanges if the product was purchased directly from us. In this case, if a True North Gear® product fails to meet your specifications or your expectations, we'll be happy to return or exchange it for you. Please call 800.873.5725 during our normal business hours (8:00am-4:00pm PST Monday through Friday) or send an e-mail to firstname.lastname@example.org
Thank you for making us your trusted source for the gear you depend on. The basis of all good relationships is good communication and clear expectations. We hope this has helped you understand what we think is fair and how we make our decisions regarding warranties and repairs.
As always, we love to hear from you, especially if you feel there’s some way to improve what we’re doing. Whether it’s a way to make a piece of gear better, or how to better our customer service, we’d love it if you took a moment to drop us a line.
All the Best,
True North Gear®