Warranty & Repairs
Thank you for your interest in our warranty program! Please note that we are currently relocating our repair facility and as such, our repair facility is closed and not accepting new repair claims. Repairs will be back online by the end of September 2021. Please revisit our repair page once we are back in operation.
In the event you have already created a repair claim, please contact Customer Service at email@example.com with your claim number (e.g.: W-123456) for further details.
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 on Timbuk2 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 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.
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 our 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 wallets, 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 item to us for repair services and/or warranty claims.
We'll reach out once your item is received at our repair facility to let you know whether it's covered under our warranty. Should your item be repairable and covered under our warranty, your item will be repaired at no cost to you. Modification or repair requests for things not covered under our warranty will incur a repair fee. Fees range from $25 (for most repairs) to $35 (for oversized items like luggage). Should your item not be repairable, we will recycle or return the it un-repaired based on your selection in the repair/warranty claim. After repairs, returning shipping will cost $15 USD.