Frequently Asked Questions
How long do repairs take?
Typically, local repairs take about two weeks while mail-in repairs take about 3-4 weeks. Mail-in repairs require an extra 1-2 weeks because we give each item a full inspection for additional damages, confirm repair options and pricing via email, and process payment.
Jacket and sleeping bag slider replacements take just a few days, standard repairs take 3-4 weeks, and complex tailoring jobs take 4-6 weeks. Turnaround time fluctuates seasonally and winter is our busiest. We offer expedited service for a fee, so let us know if you need a repair in a rush.
How is shipping handled?
We accept shipments from any carrier: USPS, UPS, FedEx and DHL. To return ship, we use USPS Priority Mail and the cost will be added to your invoice. Note that USPS charges by weight and size, so the smaller the box the cheaper shipping will be. To reduce environmental impact, we use your same box to return ship items.
How and when do I pay?
If you mailed in your item, we will notify you via email when your repair is complete. It will include a link to view and pay the invoice online, which includes shipping and handling. Once payment is complete, repairs ship out within 24 business hours.
If you are local, you pay upon pickup.