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.
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 timbuk2bags.eu) or through an Authorized Reseller in Europe. When you bought your bag outside Europe but you are living in Europe, we will take care of your warranty claim at our discretion.
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.
Your Timbuk2 bag is sewn by hand and might contain some slight imperfections. These slight imperfections are the signs of true craftmanship and 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 Timbuk2bags.eu please get in touch with us on firstname.lastname@example.org 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 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.
Need Replacement Parts?
We also offer a limited number of replacement parts for those broken or missing clips, buckles and straps. Don’t you see your part on the site? get in touch with us on email@example.com and we will do our best to help you out.
Warranty & Repair Process
Setup a Europe Warranty or Repair Claim
Timbuk2 offers repair services in some European countries for part of the 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 or replaced at no cost. Repair requests for things not covered under our warranty will require a repair fee be paid. 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 within the European Union is covered at no additional cost, all other destinations will require payment for shipping costs. Without further adieu, let's get the repair party started:
After completing and submitting, you will receive an email with instructions and , if needed additional questions. A repair number will be generated and will need to be included with the bag when you send it in for repairs.
Step 2 - Send us the bag
Please send the bag including a copy of the email including the Repair number 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 Europe BV is not responsible for parcels lost in transit. So ….
- Package up your bag, include a copy of the repair email.
- Write the repair number on the outside of the package (W-XXXXXXX).
Step 3 - Evaluation / Repair
Once your item arrives, our repair team will evaluate your claim within 7-10 business days and determine if the issues can be repaired and whether it is covered under Warranty. Because pictures don't tell the whole story, and we want to give your claim the best possible evaluation, we might give you an initial assessment on the basis of pictures during the process of Step 1, but final warranty assessments are only performed in person once our repair team receives your bag.
- If the claim issues are covered by the warranty your bag will be repaired or replaced.
- If your repair requests include repairable issues that are not covered by the 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 after 15 days.