A. Why is the company called The North Face?In the Northern Hemisphere, the north face of a mountain is generally the coldest, iciest and most formidable route to climb. Our founders thought this name reflected our mission and dedication to the extreme. (top)B. What does The North Face logo represent?The North Face logo was inspired by the Half Dome in Yosemite, revered as one of the greatest big walls in the world. Our logo was created as our interpretation of this great wall. (top)C. What does A5 in the name A5 Series mean?The "A" in A5 is an abbreviation for the term Aid Climbing. Aid climbing is defined as the use of mechanical devices placed in rock to assist in upward movement. A5 is the most difficult climbing rating suggesting that extreme aid is necessary. On a climb with an A5 rating, nothing is trustworthy of catching a fall for an entire pitch, or the length of one rope. This most difficult rating is reserved only for pitches with no bolts or rivets (holes) for the entire pitch. Examples: pitches on the Jolly Roger and the Wyoming Sheep Ranch on El Capitan in Yosemite, CA; Jim Beyer routes in Arches National Park, and the Fisher Towers, UT. (top)A. What is The North Face Warranty Policy?The North Face products are fully warranted to the original owner against defects in materials and workmanship for the lifetime of the product. If a product ever fails due to a manufacturing defect, even after extended use, we will repair the product, without charge, or replace it, at our discretion. This warranty does not cover damage caused by accident, improper care, negligence, normal wear and tear, or the natural breakdown of colors and materials over extended time and use. Damage not covered under warranty will be repaired for a reasonable rate and a fee will be charged for return shipping.For warranty evaluation, your product must be returned directly to The North Face Canada Warranty Department, 3260 rue Guénette, Saint-Laurent, Quebec, H4S 2G5. All shipping to Warranty must be pre-paid and insured. The North Face cannot be liable for lost in-bound packages. California State law requires that products accepted for repair be clean. Charges will be assessed if cleaning is necessary. The North Face Footwear is covered by a one year limited warranty that protects the original owner against manufacturing defects in workmanship and materials. Only original materials and workmanship are covered by this policy. Reasonable wear and tear is not included. This warranty gives you specific legal rights; you may have other rights, which vary from state to state. This warranty policy supercedes all previous warranty policies. Note: This warranty does not cover products purchased at The North Face Outlet Stores. This warranty does not cover The North Face eyewear or bicycles. (top) B. What does "lifetime" mean?Our products are covered under warranty, to the original owner, for the lifetime of the product. Unfortunately, this does not mean your lifetime. Your North Face sleeping bag may not survive to the ripe old age of 70. (But we have heard from folks whose well-loved and cared for 1973 Superlight sleeping bags are still going strong!) (top)C. I bought my product by The North Face at an outlet store. Is it covered by warranty?The North Face Factory Outlets sell North Face discontinued, special make-up, and slightly blemished apparel and equipment at significant discounts. As stated on our Outlet receipts, the North Face warranty does not cover merchandise purchased in our Outlet stores. The North Face Warranty Department will repair Outlet store products for a reasonable charge. (top)D. Are rips and tears covered by warranty?Rips, tears, burns and holes are not covered under the terms of our warranty policy. We understand that even the best cared for jacket or tent can meet with an unforeseen or unexplained accident. If your product by The North Face becomes damaged, The North Face Warranty Department will repair it for a reasonable charge. (top)E. Is normal wear and tear covered by warranty?We manufacture all of our products to meet our superior standards. However, regardless of how carefully you use, or how well you care for your North Face product, it will eventually begin to show age and wear. The North Face warranty covers defects in workmanship and materials, regardless of the age of the product, but it does not cover normal wear and tear. (top)F. Will my product by The North Face be repaired or replaced?If your product by The North Face fails due to a manufacturing or workmanship defect, our first option will be to repair the item, free of charge. If the product is not repairable, or if the cost of repairing the item exceeds the cost of a new one, we will replace it. Many of our customers become very attached to their North Face products, and do not want us to exercise the option to replace. If your TNF product has special memories attached to it that make it irreplaceable to you, please let us know. (top)G. I live in Canada. Where should I send my product by The North Face for repair?If you're having problems with your product by The North Face, please send it to us for inspection and repair to the following address:The North Face, Canada 3260 rue Guénette Saint-Laurent, Quebec H4S 2G5 H. Should I insure my product when I mail it in?Please insure your product by The North Face for its full value when you send it to us. Use a shipping method that provides a tracking number and requires a signature upon delivery, to ensure that your product will arrive safely to The North Face. (top)I. Do I need a repair authorization number before I send my item in?The Warranty Department does not require or issue return authorizations for items being returned for evaluation and repair. Once we receive your product, we will assign a repair order number to it, and send a postcard notification with the repair order number and an initial status report. (top)J. Who pays for shipping?As stated in our warranty policy, the customer pays the shipping charges to send products to the Warranty Department. The North Face will absorb the return shipping charges. If you request that we return your product by UPS Overnight or 2nd Day Air, the additional shipping charges will be billed to you. Shipping charges for all non-warranty repairs are at the owner's expense. (top)K. How long will my repair take?Our typical turn around time is three to four weeks from the time we receive your product until it is returned to you. In some cases we can get it back to you sooner. In rare cases, it may take longer. During peak season our turnaround time can stretch to six weeks. If your product needs to be sent out to be cleaned, you may expect up to two additional weeks before it will be returned to you. (top)L. What do repairs cost?The cost of non-warranty repairs varies from one repair to another, depending on the cost of the materials and length of time it takes for us to do the repair. If you are concerned about the expense, you can ask us to notify you of the repair costs. After your product is assessed, we will send you a postcard with a final estimate, and request that you call us to approve the charges. You may also give us a limit, i.e. "Please notify me if the repair charges exceed $40." (top)M. Why does my product by The North Face need to be cleaned before I send it in?We understand that this may be inconvenient, but we want to ensure the health and welfare of our Warranty Department staff. (top)N. Where can I send my socks by The North Face for warranty coverage?Please send your North Face socks to the following address for warranty coverage:O. How can I find out the status of my repair order?You can track your package with your shipper to determine if and when it has been delivered. Once we have received your product in the warranty department, you may contact us at (800) 501-3054 for your warranty status. (top)P. I have a broken/missing buckle. Can it be replaced?If your buckle is broken or misplaced we would be happy to send you a new one. You may contact us by calling (800) 501-3054. Please provide your name and address, along with a description of the buckle, including the width of the strap the buckle is attached to, in inches. (top)Q. Where can I get my garment by The North Face altered?The following are repair shops in Canada that The North Face recommends for alterations:Cyrex Repairs & Alterations 8419-B Elbow Drive S.W. Calgary, Alberta T2V 1K8 (403) 258-1827 Please make sure that the shipping is prepaid and the package is insured for full replacement value. Enclose a short note identifying the problems, and remember to include your street address or a place where someone will be home to sign for a package, since we return items by United Parcel Service. Please mark the areas in question on the product with colored tape or masking tape so we can find them easily, and make sure that your note describes their location. Please send the product in clean. Soiled products will be sent out to a cleaner prior to the repair and we will assess an extra charge for that service. Also, sending out a product for cleaning adds an unexpected delay of two weeks or more. (top) A. How do I wash my Gore-tex® jacket?All North Face garments have cleaning instructions on a tag inside the garment. In most jackets, you will find the tag stitched in the seam at the waist.Washing your Gore-Tex® jacket will not hurt it. In fact, washing your jacket regularly will help maintain the DWR coating on the outside of the fabric, which causes water to bead up and shed off, rather than being absorbed. Be sure to zip all zippers, and close all Velcro® fasteners before you wash your jacket. Please use a mild powder detergent. Liquid detergents can leave a residue on your jacket that will interfere with the DWR performance. You can wash your jacket in a regular washing machine, in cold water, on a gentle cycle. Put it through the rinse cycle twice, to be sure the detergent residue washes out. You can dry your jacket in a low temperature dryer, and if necessary, use a cool iron. Do not use bleach or fabric softeners, dry clean, or store when wet. (top) B. How do I wash my down jacket?Periodic cleaning of down jackets is essential to maintaining maximum loft and ensuring the long life of the product. Though it is possible to wash your own down product, we recommend that you have your jacket or sleeping bag professionally cleaned by a service that specializes in cleaning down. (top)C. My Gore-Tex® jacket by The North Face is leaking. What can I do?Gore-Tex® garments are made of a nylon outer fabric that has been laminated to a Gore-tex® membrane. This nylon outer fabric is treated at the mill with durable water repellency, called DWR. DWR is a substance like Tectron® or Scotchguard®, only it is much longer lasting. The Gore-Tex® membrane is what keeps raindrops out and allows body vapor to pass through. Once the DWR wears off, water will soak into the nylon layer of the jacket, but Gore-Tex® membrane will keep water from soaking all the way through to your skin.In order to revive the DWR, the product needs to be thoroughly cleaned with a powder detergent (do not use liquid) in a regular washing machine, in warm water. Put the product through two rinse cycles to ensure there is no detergent residue. Then dry it in a regular clothes dryer, on medium heat. When cleaning your Gore-Tex® jacket, be sure to attach all Velcro® closures and zip all zippers. Finally, the entire outside of the garment should be touched up with a warm iron on the steam setting. This process should revive the DWR. For even better performance, treat your product with a coating of a DWR spray, such as Tectron® or Revivex®. This maintenance program is only required when water stops beading up on the outside of the garment. In the event you find this process ineffective, please send your Gore-Tex® product in to us. We would be happy to inspect it for you. (top) D. My shell jacket will not stay dry anymore. What can I do about it?All of The North Face Outerwear shell fabrics are treated with a Durable Water Repellent finish (DWR). This finish helps the shell fabric resist wetting by causing the water to bead-up so it easily falls off before being absorbed into the fabric. Additionally, some of our performance fabrics have a waterproof back finish (such as Gore-Tex® fabrics and HydroSeal®) that prevents penetration of the water through the fabric. As a garment is worn and used over time, accumulation of soils from external sources as well as from your own body can lessen the performance of these finishes.In order to revive the DWR, the product needs to be thoroughly cleaned with a powder detergent (do not use a liquid detergent) in a regular washing machine in warm water. Put the product through two rinse cycles to ensure that there is no detergent residue, then dry it in a regular clothes dryer on medium heat. When cleaning your Gore-Tex® jacket, attach all Velcro® closures and zip all zippers. Finally, the entire outside of the garment should be touched up with a warm iron on the steam setting. This process should revive the DWR. For even better performance, treat your product with a coating of a DWR spray such as Tectron®. This maintenance program is only required when water stops beading up on the outer surface of the fabric. If you have any additional questions, please call us at 800-447-2333 or W.L. Gore & Associates Customer Service at 800-431-GORE. (top) A. How can I get a replacement for my tent fly?Replacement tent flies for some models of North Face tents are available through the Warranty Department. They range from $60.00 to $330.00, with the average fly priced at $140. There will be a $6.00 shipping charge ($12.00 for Alaska and Hawaii). Please call (800) 501-3054 for pricing and availability. (top)B. How can I get my tent poles repaired or replaced?Tent poles for four season tents are covered under warranty, and are generally repaired without charge. Three season tent poles can be repaired for a reasonable fee. Repairing poles is much more economical than replacing them. The average repair cost is around $15, and the average replacement cost is around $42.00. Pole repair costs are based on a $5.00 per pole labor charge, a $5.00 per-each-section material charge, and $6.00 for return shipping ($12.00 for Alaska and Hawaii).If you would like your poles repaired, please send them to the Warranty Department. If you have lost your poles and need them replaced, please call the Warranty Department, at (800) 501-3054. We will need to know the style of your tent, and the type of pole you need replaced. (top) C. How do I clean and store my tent by The North Face?Proper cleaning and storage of your tent will help prolong its life. Before storing your tent, set it up and inspect it. Look for any damage, pulled seams, broken zippers, holes or mildew. The North Face tent warranty covers pulled seams and broken zippers. Other types of repairs, such as patching holes or tears can be done for a reasonable charge.Once you have inspected your tent, clean all dust and dirt marks with a sponge, mild soap, and tepid water. Rinse with a clean wet sponge. Allow the tent to dry thoroughly before dismantling it. Do not soak your tent, and never machine-wash it. Store the tent loosely, in a large cotton sack or in a cardboard box, in a cool, dry place. Be sure to wipe down your poles with a sponge or towel. Salt can corrode them, and dirt on poles stored with your tent can contribute to mildew growth. Be sure the shock cord in your poles is dry before storing. (top) D. My tent has a musty, mildew odor. What can I do?A musty odor and/or small cross-shaped spots on the tent fabric indicate mildew formation. Mildew requires a dark, warm, moist environment (with dirt as a nutrient) to grow and reproduce. The fungus actually penetrates the urethane coating of the tent fabric, and grows in between the tent fabric and the coating, eventually destroying the fabric. The damage is irreversible, but immediate action can retard further mildew growth and damage.Should mildew begin to form, set up the tent and clean it with a sponge and warm soapy water, then rinse with a clean sponge. Next, sponge-wipe the tent with a solution of ½ cup Lysol and 1 gallon of hot water. Leave the solution on the fabric and allow it to dry. Then, mix 1 cup of salt and 1 cup of concentrated lemon juice with 1 gallon of hot water. Rub the solution into the visible mildew and once again, allow it to dry. This procedure will stop mildew growth and eliminate the odor, but it will not remove the stain. Any damage caused by mildew is not covered under warranty. These measures are offered to help you prolong the life of your tent once mildew has set in. (top) E. My tent fly is delaminating. What can I do?Tent fly delamination can be caused by a number of things. UV damage, mildew, improper cleaning and storage, and normal wear and tear are common culprits. Tent fly delamination is generally not covered under warranty, and our Warranty Department does not have the facilities to re-laminate tent fabric. There are tent re-coating products available on the market, and we do sell replacement flies for some tent models. (top)F. How do you pitch a tent by The North Face?(1) Select a site: Find a desirable site. Spread the tent canopy flat on a level site that is free of sharp objects and where rainwater will not pool under the tent. A ground cloth (such as a TNF Footprint) is recommended to protect the floor. The North Face makes Footprints for all of our tents to serve as a fitted, lightweight ground cloth/tarp.(2) Set up the tent: Push each pole into its sleeve until each pole tip can be held in place by the enclosed pole pocket at the end of the pole sleeve. (3) Put on the flysheet: For protection from rain and other inclement weather, the flysheet must be used. Attach flysheet to pole ends/pockets. (4) Stake down the tent: To keep the tent from blowing away in a sudden gust of wind, it is advisable to stake down the entire tent and fly. You can download specific tent pitching instructions for the following tents: (top) A. What is the best way to store my sleeping bag by The North Face?The following is a list of general care instructions to help maintain the quality of your North Face sleeping bag. Please refer to the care label attached to your sleeping bag for more specific instructions.(1) Store your bag in the provided large nylon/mesh bag (instead of a stuffsack or compression sack) to maintain the bag's loft throughout its lifespan. Storing your sleeping bag in a small sack constricts the insulation and may be harmful for an extended amount of time. (2) When not using your sleeping bag, store it in a cool, dry place. (3) It is imperative to completely dry the sleeping bag before storage. If the bag is stored when wet or damp, you run the risk of mildew growth. The most efficient way to do this is to air-dry the bag outside, avoiding direct exposure to the sun. When drying, alternately turn the bag inside out - especially with our DryLoft® fabric or Gore-Tex® shelled bags. This allows for the insulation to dry more rapidly through the lining materials as well as helping to freshen the sleeping bag. (top) B. Feathers seem to be leaking from my down jacket/sleeping bag. Is this normal?In the case of products manufactured with goose down, it is natural for some of the down and feathers to escape through the fabric, particularly in the seams. The sharp quills of the feathers can poke tiny holes in the fabric and work their way through to the outside. It is normal for this to happen, particularly in newer products when the down has not had an opportunity to settle. There is no reason for alarm, and this phenomenon should not affect the insulating property of your product. To minimize the amount of down that escapes, simply pull the down back through the underside of the fabric and massage the fabric and down underneath. This will cause the "hole" or separation in the fabric fibers to close up.In rare cases, a material defect of manufacturing flaw may cause excessive down leakage in a product. If you find the above suggestion ineffective, we will be happy to inspect the item for you. (top) C. How do I wash my down sleeping bag?Periodic cleaning of down sleeping bags is essential to maintaining maximum loft and ensuring the long life of the product. Though it is possible to wash your own down product, we recommend that you have your jacket or sleeping bag professionally cleaned by a service that specializes in cleaning down. If you do not have a cleaning service in your local area, you may send your product to the Warranty Department, and request that we send it to our cleaning service. (top)D. How do I wash my synthetic sleeping bag?We recommend that you use a commercial sized, front loading washing machine to wash your synthetic sleeping bag. Wash in warm water with a mild powder detergent. Rinse several times to remove all the dirty, soapy water. An extra spin cycle will also remove excess water. Line dry, or tumble dry on very low, or no heat. Check the bag frequently to be sure the fabric is not getting too hot. Be sure your bag is completely dry before storing. (top)A. How do I extend the life of my footwear by The North Face?Here are a few tips to help you to care for your boots or trail running shoes.(1) Use a silicon-based weatherproofing agent to protect your leather footwear against the elements. There are several different products on the market, but our footwear designers recommend Nikwax Waterproofing Systems, the industry standard for treatment to leather boots. (2) Make sure to clean your shoes after use, as mud and dirt getting into the fabric can cause fiber decay. It is a common error to machine wash trail running shoes. Instead, use hot water, a rag and a cleansing agent to clean the footwear. To dry, stuff shoes and air-dry for best results. (3) Store footwear in a cool, dry place to ensure they last as long as you do on that long run or hike. (top) A. What is the warranty policy for The North Face eyewear?All The North Face Sunglasses and Goggles are warranted against manufacturer's defects in materials or workmanship and will be repaired or replaced, at the discretion of Marcolin USA, free of charge. The warranty is for the reasonable lifetime of the frame and excludes damages to the lenses. Frames returned as defective which are damaged due to improper handling, abuse or normal wear and tear, will not be accepted for credit, return or exchange. (top)B. Where do I return The North Face eyewear?You should return your The North Face eyewear to the store where you purchased the eyewear. Eyewear products should not be returned to the main The North Face warranty address. (top)A. What is the warranty policy for The North Face bicycles?Bicycle frames purchased from an authorized location are warranted by World Wide Cycle Supply to be free from defects in material and workmanship under normal use for as long as the bicycle is owned by the original owner. All original parts purchased from an authorized location except tires and tubes are warranted by World Wide Cycle Supply to be free from defects in materials and workmanship under normal use for one(1) one year from the date of purchase. During each of the respective limited warranted periods, all original parts and bicycle frames subject to this limited warranty and determined by World Wide Cycle Supply to be defective in material or workmanship will be repaired or replaced by World Wide Cycle Supply, free of charge, except for shipping or transportation charges and shop labor charges which are not covered by this limited warranty. In order to obtain limited warranty service, the bicycle, together with the bill of sale, must be presented to World Wide Cycle Supply.Notice: The user assumes the risk of any personal injuries, damage to, or failure of the bicycle and any other losses if the bicycle is used in any competitive event (including bicycle racing or bicycle motocross, dirt biking, freestyle riding, or similar activities or training for such activities, altered in any way inconsistent with the bicycle's originally designed purpse, used for stunt riding, to tow another person or vehicle, used with motors or any power driven apparatus any of the foregoing will invalidate this limited warranty and World Wide Cycle Suppply shall not be liable for any failure, loss, damage, or injury resulting from such uses or alterations. World Wide Cycle Supply shall not be responsible for incidental or consequential damages. This limited warranty does not cover any personal injuries, damages to or failure of the bicycle or any other loses due to accident, misuse, alteration, neglect, abuse, normal wear and tear, improper assembly, improper fit, improper maintenance or use of unauthorized rfeplacement parts or parts not designed for the bicycle. This limited warranty is the only warranty applicable to the bicycle and is expressly in lieu of any other warranty. Anmy implied warranty, includeing any warranty of merchantability of fitness for a particular purpose, is limited in duration to the duriation of this express warranty. This limited warranty gives you specific legal rights and you may also have other rights which may vary from state to state. This limited warranty applies only to the United States.(top) B. Where do I return The North Face bicycles?You should return your bicycle plus the bill of sale to World Wide Cycle Supply to:World Wide Cycle Supply 85L Huffman Lane Islandia NY 11749 Bicycles should not be returned to the main The North Face warranty address. (top) A. My zipper is broken. What should I do?If you are having problems with the zipper on your product by The North Face , please send it in, so that we may repair it. (top)B. My right-hand zip North Face sleeping bag is not compatible with my left-hand zip bag. What can be done so they will zip together?All left-hand zip North Face sleeping bags should be zipper compatible with all right-hand zip North Face bags. Due to manufacturing design changes over the years, this may not be true for you. If your older North Face sleeping bag is not zipping together with your newer bag, please send us both bags so that we may change the zippers so they will mate.Please be sure to send your synthetic bags to us freshly laundered. Down bags should be professionally cleaned. We have a contract with a professional cleaning service that specializes in down products, and can have your down sleeping bags cleaned for a reasonable charge for you before we work on them. (top) A. How do I order North Face product by phone?To order North Face product by phone, call 1.800.362.4963 and you will be put in touch with The North Face Retail store located near you that can process your phone order. (top)B. How do I order The North Face product online?Although we don't sell our products on our site, we have carefully chosen trusted online retailers who are linked from our site where you can buy The North Face products online. (top)C. Where can I find a The North Face retail store near me?Search our listings of over 3,500 worldwide retail locations to find a location convenient to you. (top)A. How can I get The North Face to support my expedition? What qualifications does my project need to have?The North Face is continually searching for new projects that push the limits of human exploration. If your project meets the following criteria, we would like to review your proposal.Does it travel to new and remote places? Is it a first ascent / descent or unique in its own right? If you feel that your project fulfills these requirements, please submit your proposal to: B. How do I request a donation of The North Face products for an upcoming event or cause?Please call us at 800-447-2333 for more information. (top) |
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