Warranty & Repairs
Submit for Repair
Need help fixing up your bag? Submit a request to get it fixed.
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.
Warranty & Repair FAQ
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
Some examples of accidental damage include:
- 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
North America Warranty/Repair Claims Details
Step 1 - Start the repair claim here.
After checking out, you will receive an email with instructions and a form to print out. A repair number 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 with the repair number
Please send the bag to the address provided in the repair details email. Be sure to write your repair number (e.g.: W-123456) 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.
- Package up your bag, include a copy of the repair form with a description of the concern(s).
- Write the repair number on the outside of the package (W-xxxxxx).
Please keep in mind that California law requires that all items accepted for repair be freshly cleaned. You wouldn't want to dig through someone else's nasty, so help us provide a clean and safe environment for our employees. 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 the Lifetime 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.
Please keep in mind that the repair fee payment is held as a pending authorization only and will never be charged unless the damage or nature of the repair request is not covered under warranty and the bag can be repaired.
- If the claim issues are covered by our warranty, we will waive the authorization fee and repair your product.
- If any repairable claim issues are not covered by our warranty, we will charge the authorization fee and repair your product.
There is a $15 return shipping fee for all repaired bags.
Not sure your bag can be repaired? Contact us.