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Warranty & Repairs
Submit for Repair
Need help fixing up your bag? Submit a request to get it fixed. Read on for full details on what's covered and what to expect.
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 only when the Timbuk2 product is purchased through Timbuk2 directly (via timbuk2.com.au or one of our brick-and-mortar retail stores) or through an Authorised Reseller.
We also 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, loss of the contents of a bag, loss of use, loss of time, or similar expenses are not covered. The lifetime warranty also does not include our apparel products, such as Timbuk2 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 from Timbuk2.com.au please contact Customer Service and we'll move mountains to right your wrong.
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 the lifetime warranty includes changes in color, abrasions, and general breakdown of materials over time. Some examples of common wear and tear include color fading from sun exposure, worn elastic, and fabric wear, especially in high wear areas such as corners, reflective binding, worn velcro, and worn shoulder or back padding. Some examples of accidential damage are rips or cuts in fabric, animals chewing or clawing on our products, as well as damage arising from airline abuse such as bent or dented luggage handles or damaged/cracked wheels & bottomplates.
What products aren’t covered by your fabulous warranty?
Any headwear, apparel or footwear. Third party attachments and or devices like the Joey power packs or NiteIze 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. The items are generally warrantied by their respective manufacturers.
Warranty & Repair Process
Setup a Warranty or Repair Claim
Timbuk2 offers repair services for most Timbuk2 products. You must setup a repair claim and send your product to us for repair services and/or warranty claims. Should your item be repairable and covered under the warranty, your item will be repaired at no cost. Modification requests, or repair requests for things not covered under or warranty will require a repair fee be paid. We'll reach out once your item is received to let you know if the item is covered. If it isn't you'll be responsible for the repair fee. We’ll contact you to advise the estimated cost. Should your item not be repairable, we will recycle or return the item un-repaired based on your selection when setting up the repair. Return shipping will require payment for shipping as based on our shipping page fees. Got it? Good. Without further adieu, let's get the repair party started:
We will issue you with a claim repair number.
Step 2 - Send us the bag including a copy of the email including the Repair number.
Please send the bag to the address provided in the repair details email. Be sure to write your repair number 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 email.
- Write the repair number on the outside of the package (W-XXXXXXX).
Please keep in mind that we require that all items accepted for repair be freshly cleaned. 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 preforming 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 20 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 preformed in person once our repair team receives your bag.
- If the claim issues are covered by the lifetime warranty your bag will be repaired.
- If your repair requests include repairable issues are not covered by the lifetime warranty, we will reach out via email with the repair fee and shipping costs if any. Non-covered items will not be repaired without these costs being covered. Repairs not paid for will be returned un-repaired within 20 days.
Not sure your bag can be repaired, please contact us.