Repairs

We guarantee every item made by Filson. No more, no less. We believe in our products and stand by the materials, quality, and workmanship for the lifetime of the product. The product lifetime specifically refers to the time at which, through normal use, the product can no longer function in its intended purpose.

Our Guarantee Covers

• Failure of materials
• Failure of workmanship and craftsmanship
• Manufacturer defects
• Every item for the lifetime of the product

We at Filson understand that you work hard and play hard, from hunting in the field to daily trips to the shop, we will do our best to get you back doing what you love. However, there are a few situations that are not covered under our guarantee. These include animal damage, chemical damage, damage caused by mishandling via airline or third-party shipping companies, extreme wear, third-party alterations and customer alterations, or using the item for use other than it’s intended purpose. Likewise, fluctuations in fit, abuse of the product, factory seconds, and disregard for the product care instructions are not covered. Due to the unique nature of Filson Restoration Bags and Old Wolf branded items they cannot replaced under our guarantee.

Our guarantee applies to all Filson items purchased through an authorized Filson retailer. Please note, every item is subject to an evaluation by our Repairs team.

Please fill out our online Repair Request form and we will email you with a case number and instructions on how to send your product to our Repair Center. For general returns and exchanges on recent purchases, please view our Returns page.

As you may have read in our Guarantee and Return Policy about all Filson products, the workmanship, craftsmanship, and materials are protected against failure for the lifetime of the item. In the event your Filson item fails in one of these categories, oftentimes we can repair the piece.

Condition and Appearance of Repair

Regardless of the item (garment, luggage, or otherwise), all repairs are made with the objective of preserving the integrity and rugged durability you’ve come to expect from Filson. When performing repairs on fabric, we have found that darning is the strongest method of repair for tears and holes. If you are unfamiliar with darning, a piece of cloth is placed behind the damaged area and stitched on with a zigzag pattern to ensure coverage of any fraying areas. Once blended, the area repaired is often twice as strong as the original material. In other cases we may simply replace hardware with the same or most similar hardware available.

If you’re not used to seeing these types of repairs, it can be aesthetically jarring. A repaired item can never look brand new, as if it just came off the store shelf – rather, the damage and resulting repair shows each item’s unique wear story. However, we can guarantee the repair under the same warranty that covers every other Filson product, That is how much we believe in our repairs and the production team who perform them.

We typically use the same material that the item is made from when performing these types of repairs. However, colors may vary depending on the age and use of the item. Please remember that our repairs prioritize function over aesthetics.

Repairs Process

Once you have filled out the Repair Request form and we have provided you with a case number and return shipping label you are ready to send in your item to be evaluated by our repairs team.

Please ensure your product has been thoroughly cleaned prior to sending in to our facilities. Soiled items may damage our equipment and, in certain circumstances, present health concerns to our employees. Please thoroughly clean your item of any dirt, debris, fur, blood, feathers, mud, soot, and gunk before it is shipped. Please pay special attention to the interior of all pockets, as many items must be completely disassembled to reach the damaged area. If your item is deemed too soiled to work on, we will send it back to you.

Once we have received your item our Authorized Repair Team will make the final determination on the status of your item with one of the following outcomes:

• If the item is repairable and covered under warranty, the item will be repaired at Filson’s expense and returned to you
• If the item is repairable but not covered under warranty, you may either have the product returned to you unrepaired, or have the product repaired at your own expense. This will be communicated to you by one of our Repair Representatives
• If the product is not repairable but is covered under warranty, one of our Repair Representatives will contact you to discuss you resolution options
• If the product is not repairable and not covered under warranty, the item will be sent back to you with a letter providing the reason why it was not repaired. This may include items that have reached the end of their useful lifetime

Repairs We Cannot Make

There are many reasons which might make a repair not possible but here is a short list of the most commonly requested repairs which, regrettably, we cannot perform repairs on: base layers (e.g. long johns) and socks, boots, down-filled vests and jackets, gloves, hats, hoodies, knit items, neglected leather items, suspenders, synthetics, sweaters, t-shirts, umbrellas, waders and seam-sealed jackets, wallets, waterproof items including dry bags, all factory seconds are sold as-is without warranty, and items made through collaboration (e.g. products made by Sebago, Burton, Airwalk, Van’s, Cowichan styles)

As stated above, every item is subject to an evaluation by our Repairs Team.

How To Send An Item In For Repair

We recommend calling Customer Service or filling out the Repair Request form below to set up a case for your repair. Once this is done, retain the case number for your records. When shipping an item to Filson, if you are in the contiguous United States, we will provide you with a return shipping label. Please note, we are unable to provide prepaid return shipping labels to our international customers.

If you are unable to use UPS for any reason, please use a delivery method which includes tracking and save the tracking number.

Due our very tight production schedule and the number of repair inquiries we receive, please anticipate up to 4-6 weeks (from the day of shipment to Filson to the day it is returned to you) for any given repair.

Your Filson Watch Is Covered By The Filson Limited Lifetime Warranty

Your watch is warranted by Filson for the lifetime of the watch under the terms and conditions of this warranty. The Filson warranty covers faulty workmanship under normal use for the lifetime of the product. In case of defects covered by the warranty, all components (excluding battery, leather strap and buckle) will be repaired or the watch will be replaced free of charge. In the case of a replacement, Filson cannot guarantee that you will receive the same watch model. If your model is not available, a watch or gift card of similar value will be provided.

Return Shipping Address

Filson Company
Attention Returns Department
6111 S 228th St
Kent, WA 98032

The Warranty Does Not Cover

• Leather, rubber or nylon strap, battery or buckle.
• Damage resulting from improper handling, lack of care, accidents or normal wear and tear.
• Water damage unless marked water–resistant.
• This warranty is void if the watch has been damaged by accident, negligence or persons other than authorized Filson sales or services agents, unauthorized service, or other factors not due to defects in materials or workmanship.
• If you have your watch battery replaced by any service provider other than a Filson authorized service center, such replacement will not void your warranty, so long as such replacement (i) is performed by an experienced and legitimate service center, (ii) is not performed in a negligent manner, and (iii) is reassembled properly, including without limitation, replacement of gasket if necessary to achieve suitable water-tightness. Filson has the right to determine, in its sole and absolute discretion, if any such third-party batter replacement voids your warranty.
• The following warranties and remedies are exclusive and in lieu of all other warranties, terms or conditions, express, implied or statutory, as to any matter whatsoever, including, without limitation, warranties of merchantability, fitness for a particular purpose, accuracy, satisfactory quality, title, and non-infringement, all of which are expressly disclaimed by Filson. Filson shall not be liable for incidental, consequential, indirect, special or punitive damages or liabilities of any kind arising out of or in connection with the sale or use of this product, whether based in contract, tort (including negligence), strict product liability or any other theory, even if Filson has been advised of the possibility of such damages and even if any limited remedy specified herein is deemed to have failed of its essential purpose Filson’s entire liability shall be limited to replacement or repair at Filson’s sole option. However, some countries, states, or provinces do not allow the exclusion or limitation of implied warranties or the limitation of incidental consequential damages so the above limitations and exclusions may be limited in their application to you. When implied warranties may not be excluded in their entirety, they will be limited to the duration of the applicable written warranty. This warranty gives you specific legal rights; you may have other rights that may vary depending on local law. Your statutory rights are not affected.

Requesting Warranty and Other Watch Repair

Should you require work under warranty please contact Filson customer service to arrange for a prepaid shipping label and repair case number. When sending in your watch, please provide a copy of your sales receipt along with the completed Watch Repair Form.

Please do not send in your original packaging as it will not be returned. For service work that is not covered under this warranty, the repair center may perform the requested services for a charge dependent on watch style and type of work requested. No work will be performed prior to your notification and agreement to pay any additional charges.

If you have any questions regarding your watch, please contact customer service at 1-800-624-0201

How do I submit my item for repair evaluation?

You are welcome to bring your product into a Filson store or send the item in the mail for evaluation by our Repairs Team. Unfortunately, we cannot determine through photos if a repair is possible, so the item must be received at Filson and evaluated by one of our repairs specialists.

What is considered "General Wear" and how does it relate to the Filson Lifetime Guarantee?

General wear is the natural breakdown of materials over a long period of normal usage. After years of wear, you may see a bit of fraying at the cuff and sleeves or notch you always use on your belt may stretch. Once you've put enough miles on an item it may also show some scuffs, discoloration, or minor shrinkage. This isn't a failure of materials or workmanship; it is simply the natural course of any well-built product.

Whether used for daily work in the field or occasional trips, our customers experience differing degrees of wear-and-tear on their Filson gear. Proper maintenance, such as rewaxing your garment or oiling your boots, will help to extend the lifetime of your Filson product. Our warranty covers any Filson item for its lifetime of use, at which point it is worn out beyond reasonable repair. If a Filson item is showing a lifetime of use and has served you well, we hope you'll consider buying a replacement.

What happens if I rip or tear my jacket, pants or bag?

Our Repairs team will evaluate it. An item that has seen abuse, neglect, or use other than its intended purpose may not be covered under our warranty. Under any circumstance repair is always our preferred course of action. However, if after evaluating your item it is deemed not repairable, we will contact you via email to discuss your options.

Repairs are made to preserve the strength and integrity of the product rather than have aesthetic appeal. If your damaged product requires a replacement or a gift card, please be advised that we will not return your original product to you.

What if I receive a damaged, defective, or incorrect item?

Please contact Customer Service as soon as possible at 1-800-624-0201. Please provide your order number and product style number to the Customer Service Representative and we will make every effort to replace your item promptly.

Do alterations to products void my warranty?

Any and all alterations or repairs done by yourself or a 3rd party will void your warranty.

What if I am not sure if my item is repairable under your guarantee?

You are welcome to send the item in for evaluation by our Repairs Team. Unfortunately, we cannot determine through photos if the repair is possible, the item must first be received and evaluated at Filson. A Repair Representative will follow up with you to discuss your options.

Please note, we reserve the right to send back dirty or soiled items. These items may damage our equipment and, in certain circumstances, present health concerns to our employees. Please thoroughly clean your item of any dirt, debris, fur, blood, feathers, mud, soot, and gunk before it is shipped. If your item is deemed too soiled to work on, we will return it to you for cleaning, and you may be required to send it back in at your own expense.

How are shipping costs handled when an item is submitted for repair?

If you reside within the contiguous United States, we will provide you a return shipping label when your repair case is created. We will also cover the costs to ship your item back to you.

Not all areas of the United States are serviceable through our shipping agent. In addition, we are unable to provide prepaid return shipping labels to our international customers. If you have any questions regarding the shipment of your item, please contact our Customer Service Department at 1-800-624-0201.

What do repairs costs?

Repairs that are covered under our warranty are performed at our expense. For non-warranty repairs we will provide an estimated once your item has been evaluated by one of our repair specialists. Repairs requiring payment will never be performed without your authorization. You are free to opt out of the repair and have your item returned as is, without repair.