Repair Instructions

Step 1: Email Photos Before Shipping Items

Before sending us your gear in the mail, please email clear photos of your item to [email protected] (for U.S. customers) or [email protected] (for Canadian customers).

Include:

• A photo of the full front of the item
• A photo of the full back of the item
• A photo inside of the item so we can see the insulation
• Close-up photo(s) of the damaged area(s)

These help us provide an accurate estimate and prevent unnecessary return shipping.

Step 2: Fill Out the Repair Form

After we have confirmed receipt of your photos by email, please provide detailed information about your garment and the needed repair(s). As you can see in the form, there are spots available to indicate where a repair is needed by marking an X on the picture outline of the front and back of a jacket or pants. 

If the gear you are sending us is not a jacket, pants or similar garment, then please draw a picture of the gear you wish to have repaired and indicate an X where the repair is needed. Good examples of this would be a sleeping bag or backpack. 

Ensure to include any special instructions or additional information. Then email the form and the photos to us at [email protected] (for U.S. customers) or [email protected] (for Canadian customers). 

Step 3: Cost & Estimate Approval

Once we receive your photos, we’ll email an estimate for approval. Please review the estimate and let us know any questions or concerns you have BEFORE shipping your gear. If you don’t have any questions, please approve the estimate.  
 
Note: This price quote is valid for 3 months. 

Step 4: Prepare and Clean Your Gear

All items MUST be cleaned before being sent, not just free of loose dirt.  

If your item arrives unhygienic, it will be returned or you’ll incur a washing fee. Items with strong odors or visible grime will not be repaired until cleaned. If you have questions, please reach out. 

Step 5: Ship Your Item

As mentioned above, please WAIT for us to email you an estimate BEFORE shipping your garment to our repair facility.
We are unable to pick up packages from another location. After you have approved the estimate, prepare and clean the item for shipping
(as described above) and send a copy of the tracking information for your gear by email so we can keep an eye out for it!

We strongly recommend using a tracked shipping method for safe delivery. If you choose not to, you are responsible for any lost or missing items due to shipment issues.

Step 6: Repair & Payment

Repairs begin once the estimate is approved and we have received your gear. 

• Standard turnaround in the US is 4-6 weeks and in Canada is 2-6 weeks from the date received (does not include return shipping). 

• Once complete, you’ll receive a QuickBooks or PDF invoice via email for payment by credit card. 

• We’ll ship your gear back after payment is received. 

• Rush service is available for an additional fee. Please contact us to confirm availability. 

For Fast Repairs

• Include all parts that need repair (ex. removable hoods or liners). 

• Note any special requests or instructions in your email. 

• Use sturdy packaging to protect your gear during shipping. 

• Use a shipping method that includes tracking. 

Questions?

📧 US Repairs: [email protected] 
📧 Canada Repairs: [email protected]