| Alpine Shop

Commonly Asked Warranty and Repair Questions

Q: This evening while sitting in chair, the front zipper fell off my north face fleece. My mother purchased it for me from the alpine shop a year or so ago (neither of us can really remember when and we have no idea where the receipt is) but other than the zipper falling off, it is in excellent condition. I love this jacket (and managed to save the zipper piece that fell off) and was wondering if this was covered by the north face warranty and what I could do to get the jacket fixed or replaced?

A: This is definitely covered by their warranty. You can get more information at www.thenorthface.com the customer service link is in the lower left corner. Basically the item has to be clean and sent to them with your contact information and a note what is needed. They will repair the item and send it back to you. We will send the item back for you for $8 to cover the shipping and they will return it to us after it is repaired. Turnaround time is usually 3-4 weeks, but can take longer. Thanks, Ken

Q: My zipper on my sleeping bag is broken. My bag is still in good shape and I would like to get it fixed. Do you guys do this or do you know where I can take it to get done. I am going backpacking this weekend and realize I can not get it fixed that fast. I guess I am going to sew it shut. Please help!!

A: One of the local sewing shops may be able to do this, but not that fast. I use two other options:

1) the manufacturer of the bag if they offer repair, some even cover it under warranty
2) Rainy Pass in Seattle specializes in outdoor gear repair. They even do warranty work for some manufacturers. They are on the web.
For this weekend you might try safety pins. If you sew it shut make sure you just sew on the zipper, because it will be replaced. Thanks, Ken

Q: I have a tent that needs a replacement shock-corded pole. I bought the tent about 10 years ago from the Webster Groves store. Obviously this isn't a warranty question. Would I be able to purchase through the Alpine Shop a couple replacement poles? The tent is a Marmot Screech, circa year 2000. - Steve, May 2009

A: If the poles are broken, Marmot and the other major tent makers are very good about repairing them under warranty. I have sent several old broken poles in that they have replaced the broken section at no charge, so it is worth a try. If you lost one they will sell you a replacement.
You can deal with Marmot directly, or we will ship the poles in for you for $6 to cover the shipping. Their website is www.marmot.com and there is a Product Warranty section. Their warranty department number is 888-311-2900. Turnaround usually about 3 weeks with ground shipping. I believe they offer a rush service that costs a bit more for the express shipping.

Q: I have a Sevlor inflatable boat. However, it seems to have a slow leak somewhere and will not hold air. Alas, I do not have a tub big enough to immerse it and see where the bubbles come out. Do you offer diagnosis and/or repair of this? - Kathy, June 2009

A: We do not offer repair on these, but I can give you some ideas. To find the leak, make a solution of water and dish soap in a big (8-32 ounce) spray bottle, inflate the boat and spray the solution on areas likely to get scuffed or damaged and look for bubbles. If the boat is a vinyl recreational model you can get repair cement from ACE hardware stores. If it's a Hypalon whitewater boat, heavy duty repair kits may be available locally from West Marine in St Charles, or online from www.nrsweb.com that's Northwest River Supply in Idaho. More info at Sevylor.com also. Good luck! -Ken

Q: I have a Eureka Sunrise 12 tent and my daughter recently decided to exit w/o opening the bottom zipper of the door. This cause a rip in the top of the door at the screen seem. It needs repairs. Is tent repair something you routinely do? If so, is there a ballpark price for the to repair the damage I describe? - Scott, July 2009

A: We do not repair tents, but we do sell supplies to do it yourself, particularly "Seam Grip" seam sealer and adhesive, 7.95 for a 1 ounce tube. See http://www.mcnett.com and go to their gear repair section for how it's used. I would make a patch with a similar material that overlapped both sides of the tear and glue it on. Sewing stores sell a 1" wide fabric strip (called tape but no adhesive on it) to reinforce seams that would work well.
Also in the Yellow Pages there is a local business called Mickley's Canvas Products that works on canvas tents, their number is: 314-963-0800. If it is a short rip I would recommend you do it yourself, as it is pretty easy stuff to work with. Make sure you use it in a well ventilated area because the Seam Grip vapors are dangerous. Good Luck!!

Q: I bought a winter jacket at a Patagonia Outlet store many many years ago. The zipper has since broken and though I can still close it mostly with the snaps, I was wondering if Patagonia would fix it and how much it would cost? - Richard, July 2008

A: Patagonia has a guarantee that they call the "Ironclad Guarantee," and they will repair the zipper for no charge. You are responsible for shipping to send it in to them and can either 1) bring it into the store and we will ship it back to them (probably for around $6.), or 2) you can ship it directly back to Patagonia. Here is the link to their return and repair information.