Warranty & Repairs
Need help fixing your bag? Submit a request to get it fixed. Read on for full details on what's covered and what to expect.
TIMBUK2'S LIFETIME WARRANTY
Timbuk2 products have a Lifetime Warranty; we stand behind the legendary quality and craftsmanship of all our products. Our warranty is valid onTimbuk2 products purchased through Timbuk2 directly (via timbuk2.ca, timbuk2.com or one of our brick-and-mortar retail stores) or through an Authorized Reseller.
We embrace the wild, twisty ways of life! If there is a defect in the materials or workmanship we will repair the bag at our discretion. Damages not covered are those resulting from abuse, normal wear and tear, accidental damage, and cosmetic damages that do not affect the functionality of the bag (such as scratches or stained fabrics). Any damage to or loss of contents of a bag, loss of use, loss of time, or similar expenses are not covered. The lifetime warranty does not include our apparel products, such as Timbuk2 hats, t-shirts and hoodies.
Your Timbuk2 bag is sewn by hand and might contain some slight imperfections. Like Daniel Craig or Marilyn Monroe, the slight imperfections are what add character to an already awesome product.
WHAT IS COVERED BY THE WARRANTY?
Manufacturing defects in materials and workmanship are covered, notwithstanding age. If there is a defect in the materials or workmanship we will repair the bag at our discretion.
If your product arrived defective, please contact Customer Service and we'll move mountains to right your wrong.
WHAT IS NOT COVERED BY THE WARRANTY?
Damages not covered are those resulting from abuse, normal wear and tear, cosmetic issues that do not affect the functionality of the bag, and accidental damage. Any damage to or loss of contents of a bag, loss of use, loss of time, or similar expenses are not covered. Unless a product is designed and stated to be machine washable, use of washing machines can result in damage not covered by our warranty. Dryers are never recommended and damage will not be covered under the warranty.
Wear and tear is damage that naturally and inevitably occurs as a result of normal use. Regardless of how carefully you use, or how well you care for your bag, it will eventually begin to show age and wear. Usual wear and tear not covered by the lifetime warranty includes changes in colour, abrasions, and general breakdown of materials over time.
Some examples of common wear and tear include:
- Colour fading from sun exposure
- Worn elastic and fabric wear, especially in high wear areas such as corners
- Reflective binding
- Worn velcro
- Worn shoulder or back padding
- Rips or cuts in fabric
- Animals chewing or clawing our products
- Damage arising from airline abuse such as bent or dented luggage handles or damaged/cracked wheels and bottom plates.
WHAT PRODUCTS AREN’T COVERED BY YOUR FABULOUS WARRANTY?
Any headwear, apparel, or footwear. Third party attachments and or devices like the Joey power packs or Nite Ize blinky lights, or Blue Bottle kit accessories like scales, grinders, or cups. Any other third party accessories sold by Timbuk2 but not bearing the Timbuk2 brand; these items are generally warrantied by their respective manufacturers.
NEED REPLACEMENT PARTS?
We also offer replacement parts for many of those broken and missing reflectors, buckles and straps. You can find them here: Replacement Parts.
Don’t see your part on the site? Contact Customer Service and we will do our best to help you out.
OUTSIDE OF NORTH AMERICA WARRANTY REPAIR
If you purchased your bag outside of the USA and Canada, please contact us for local representatives that will offer you warranty services. Please provide your proof of purchase and the location for the bag when submitting your claim. Should your bag require service in the USA, shipping to and from the USA for your Timbuk2 item are your responsibility.
WARRANTY & REPAIR PROCESS
SET UP A NORTH AMERICA REPAIR/WARRANTY CLAIM
Timbuk2 offers repair services for most Timbuk2 products. You must set up a repair claim and send your product to us for repair services and/or warranty claims.
Should your item be repairable and covered under the warranty, you item will be repaired at no cost. Modification requests or repair requests for things not covered under our warranty will require a repair fee be paid. We'll reach out once your item is received to let you know if the item is covered. If it isn't you'll be responsible for the repair fee of $35 for oversized items (like rolling luggage) or $25 for all other repairs. Should your item not be repairable, we will recycle or return the item un-repaired based on your selection in the repair/warranty claim. After repairs, returning shipping will cost $15 USD.
Please know by clicking and creating a claim you will be redirected to the US website; proceed to the US site to complete your repair claim.
Step 1: CREATE A REPAIR / WARRANTY CLAIM
After completing and submitting, you will receive a confirmation email with instructions and your repair requests to print out. A repair number (W-XXXXXXX) will be generated and will need to be included with the bag when you send it in for repairs.
Step 2: Send us the bag including a copy of the email including the repair number.
Send the bag to the address provided in the confirmation email. Be sure to write your repair number on the outside of your package. We recommend using the least expensive shipping method that will provide you with a tracking number and insurance. Timbuk2 is not responsible for parcels lost in transit.
Please keep in mind that California state law requires that all items accepted for repair be freshly cleaned. Help us provide a clean and safe environment for our employees and ensure that your bag is emptied of all personal items and cleaned before sending it out! If we determine that your bag needs to be cleaned, we will return it to you without performing the repair(s). We do not offer cleaning services. For more information on how to properly clean and maintain your awesome Timbuk2 bag, please see Bag Care.
Step 3: Evaluation/Repair
Once your item arrives, our repair team will evaluate your claim within 7-10 business days and determine if the issues can be repaired and what is covered under our warranty. Because pictures don't tell the whole story, and we want to give your claim the best possible evaluation, warranty assessments are only performed in person once our repair team receives your bag.
- If the claim issues are covered by our Lifetime Warranty your bag will be repaired.
- If your repair requests include repairable issues that are not covered by the Lifetime Warranty, we will reach out via email with the repair fee and shipping costs. Non-covered items will not be repaired without these costs being covered. Repairs not paid for will be returned un-repaired after 15 days.