TREW Gear is thoughtfully designed and built tough, just the way we like it, and we confidently stand behind all of the products we make. To keep you and your TREW Gear happy for those righteous mountain days to come, we offer our customers an industry-leading warranty program coined the TREW Warranty. Here's how it works:
TREW FACTORY WARRANTY
3 years of coverage against outerwear manufacturing defects
What is it? Any TREW outerwear* products with manufacturing defects in materials or construction will be repaired or replaced at no cost to you for three years after the date of purchase. Plain and simple.
Who qualifies? Our TREW Factory Warranty applies to all outerwear* purchased after October 1, 2020 from an authorized dealer, unless the item(s) are purchased at Final Sale pricing from TREW Gear, from a TREW Garage Sale (either in store or online), from a discount retail site (LeftLane Sports, The Clymb, etc.), or previous seasons gear sold at outlet pricing (evo outlet, etc.).
*What about non-outerwear items? All non-outerwear products are covered by a 1-year manufacturing defect warranty. This includes all base layers, t-shirts, hats, and insulating layers such as the Snap Jack, PDX Jack, Pack Jack, Half Jack, etc.
TRIED + TREW Coverage
pay full price, get 1 year of coverage against wear & tear
What is it? In addition to the TREW Factory Warranty, outerwear* purchased at full price will include coverage on nearly all wear & tear related repairs and replacements for the first year after purchase.
Who qualifies? Our Tried + TREW Coverage applies to any outerwear* purchased after October 1, 2020 at full price from trewgear.com, the TREW PDX store, evo.com, or any evo location. Any outerwear purchased at a discount (unless directly specified by TREW team) will not include the Tried + TREW Coverage.
*non-outerwear items cannot qualify for Tried + TREW coverage.
The only exception to our TREW Factory Warranty and Tried + TREW Coverage is on zippers. All zipper malfunctions on TREW Gear are covered by a 1-year manufacturing defect warranty, unless warranty is voided. After 1 year, zipper failures will be considered wear & tear and not covered by warranty. For more info, check out this page.
The following will void ALL warranty coverage:
- unauthorized alterations or modifications to product
- tape or tape residue on product (yes, this includes duct tape!)
- evidence of zip ties, lift tickets, etc. attached to zippers
- evidence of improper care of gear
- evidence of chewing by Scout or Fluffy
- evidence of extreme abuse or misuse
- contamination or soiling beyond a reasonable expectation
- the selling or transferring of the product
- purchasing TREW Gear from a TREW Garage Sale, either in store or online
- purchasing TREW Gear from a discount retail site (LeftLane Sports, The Clymb, etc.)
- purchasing previous season TREW Gear sold at outlet pricing (evo outlet, etc.)
Proof of purchase may be required.
If you purchased it directly from trewgear.com, we will have records of your purchase already on file. If you purchased your gear from evo (either in store or online), you will need to present a receipt to us before qualifying for the warranty coverage.
Warranty Claim Process
To begin your warranty claim, please email firstname.lastname@example.org with the following information:
- product information (model, year, color)
- purchase date (month, year)
- purchase location (trewgear.com, TREW PDX store, evo, etc.)
- approximate days of wear
- your location (country + state/province)
- what is wrong with your gear, including photos of damaged area(s) and any information pertaining to how damage came to be
We will follow-up with instructions on how to proceed and where to send your gear.
By law, all garments sent in for repair must be clean. Be prepared to wash gear before shipping. Any gear that is shipped in unclean will be returned to you to be cleaned. For help, here is a blog post on How to Wash Your Outerwear.
Turnaround time for a standard warranty repair is 4-6 weeks. Sometimes it will be a quicker turnaround, but during the peak season repairs can take up to 8 weeks.
Fixing over nixing
TREW is dedicated to repairing over replacing gear whenever possible, and whether a warranty item is repaired or replaced is at the discretion of TREW Gear. Please note that when an item is repairable, we cannot guarantee that the colors of the mending materials will match exactly to the original. Zipper replacements are done with industry standard YKK black zippers, unless otherwise requested.
Not covered by warranty but need repairing?
If your gear needs repairing but is not covered under the TREW Warranty for any reason, TREW will work with you to get your gear fixed at a reasonable price. We are proud to partner with some of the top technical seamstresses in North America to repair and mend our products, and highly recommend reaching out to our Warranty Department before making any major at-home fixes. We want you to stay in your gear, and we will do our best to get you and your TREW product back outside as quickly and affordably as possible.
Please reach out to email@example.com with any questions or concerns about your gear.
Warranty and Repair FAQ
- What's the difference between a manufacturing defect and wear & tear?
- We've recently written a great article laying out the differences between the two, which you can find here. Check it out!
- Examples of wear & tear issues that will likely be covered by our 1-year Tried + TREW Coverage, in addition to manufacturing defects:
- Rips and tears of fabric (not located at or on seams)
- Most zipper malfunctions + damage
- Most slices on fabric (including Superfabric cuffs)
- Learn more by looking at Examples of Outerwear Wear & Tear
- Examples of wear & tear issues that will likely NOT be covered by our 1-year Tried + TREW Coverage:
- Burns + burn holes
- Damages such as color bleeding or loss of waterproof qualities resulting from improper washing
- Damage caused by external accessories (knee braces, harnesses, backpacks)
- Cosmetic blemishes or normal wearing on fabrics and materials that do not impede the performance of the item. *The Tried + TREW Coverage is not meant to be your way of getting a brand new product after only a year of use, but rather a safeguard against those accidental damages that render your gear unwearable.
- Examples of common manufacturing defects that will likely be covered by our 3-year Factory Warranty:
- Several stitches failing
- Velcro, snap, or other closures failing
- Missing or broken drawstrings and cords
- Unusual delamination of the fabrics or seam tape
- Any rips or tears that appear due to improper construction (along seams or at critical junctions)
- Most zipper malfunctions + damage (for 1 year!)
- Learn more by looking at Examples of Outerwear Manufacturing Defects
- What sort of coverage do zippers have?
- All zippers on TREW Gear have a 1-year manufacturing defect warranty, and after that time any zipper issues will be considered wear + tear and will not covered by us. So what does this mean? If you run into an issue with your TREW zipper within 1 year of purchase (and there isn't any evidence of misuse, improper care, or any other warranty-voiding items) then TREW will cover the cost of repairing or replacing the zipper - with or without the Tried + TREW Coverage. After 1 year, any zipper malfunctions or failures will be considered wear & tear and fixed at the customers expense. For more information, check out Here's What You Should Know About Zippers.
- What is considered to be outerwear?
All snow bibs, snow pants, shell jackets, and insulated jackets are considered to be outerwear. This includes
Tops: Cosmic, Powfunk, Powfish, Capow, Stella, Hot Toddy
Bottoms: TREWth Bib, Capow Bib, TREWth Trouser, Chariot Bib, Powder Pant
- What sort of warranty coverage do TREW non-outerwear items have?
- All non-outerwear products are covered by a 1-year manufacturing defect warranty. This includes all base layers, t-shirts, hats, and insulating layers such as the Snap Jack, PDX Jack, etc.
- What if I don’t have proof of purchase?
- Did your dog eat your computer with your receipt inside? Tell us your story. We’ll listen....
- What if my gear is lost or stolen?
- TREW Gear reserves the right to handle lost or stolen gear situations on a case-by-case basis. We will do our very best to help you out, but we cannot guarantee that you will receive any replacement or compensated items when your gear is lost or stolen.
- Why does tape or tape residue on product void the warranty?
- Tape has it's place, and while using tape - in particular duct tape - is a traditionally cheap way to keep your wearing gear held together, the residue from most tapes will leave your gear very hard to repair, if not completely unrepairable, for our technical sewers. Tape and tape residue is known to cause severe damage to repair tools and machinery, and as such the presence of tape or residue on your item will void your standard warranty coverage.
If you do need to patch up your gear in a hurry, forget the household tape and try out some of the great patching products on the market these days. For some suggestions, give us a shout and we'd be happy to guide you in the right direction!
- What is considered to be an authorized dealer?
- trewgear.com, TREW Portland shop, evo locations, and evo.com
- What if my gear was purchased before October 1, 2020?
- Your gear is covered by our standard Factory Warranty: 3 years of protection against manufacturer’s defects.
Our previous warranty program was coined as a “practical lifetime warranty”, which equated to coverage of manufacturing defects for the lifetime of the garment. This was not as clear for customers as we would have liked, hence our updated warranty program stipulating 3 years of protection against manufacturing defects. If you want to learn more, check out our recent article The Problem with a Practical Lifetime Warranty.
- Is there any way that I can add the Tried + TREW Coverage onto an outerwear order during an online sale/promotion?
- If the item(s) that you would like to purchase are discounted online but you would like to add on the Tried + TREW Coverage, just reach out to our team at firstname.lastname@example.org and we can create a custom order for you. You will be charged the full MSRP value for the item(s), and will receive the additional 1-year protection against wear and tear.
- Unfortunately, we cannot extend this offer to evo purchases; if TREW product is on sale at evo's website or their locations, then you will not be able to purchase your gear with Tried + TREW Coverage.
- What happens after I have owned my gear for more than three years or if my gear does not qualify for coverage?
- If your gear needs repairing but does not fall under the TREW Warranty, TREW will work with you to get your gear fixed at a reasonable price. We are proud to partner with some of the top technical seamstresses in North America to repair and mend our products, and highly recommend reaching out to our Warranty Department before making any major at-home fixes. We want you to stay in your gear, and we will do our best to get you and your TREW product back outside as quickly and affordably as possible.
- Will my gear be repaired or replaced?
- TREW is dedicated to repairing over replacing gear whenever possible, and whether a warranty item is repaired or replaced is at the discretion of TREW Gear. If your gear qualifies to be replaced, we will likely ask that you send your failing item to us to be recycled or reused.
A replacement item does not constitute a new warranty period. Replacements are to ensure product satisfaction through the remainder of the original warranty period.
- Who pays for shipping?
- We ask that you cover the cost of shipping warranty gear to TREW and we will cover the cost of shipping your gear back after it has been repaired.
TREW Gear is not responsible for items that are lost or damaged during shipping and you are responsible for your gear until TREW signs for its delivery. If we decided to replace your gear, we ask that you cover the cost of shipping. We will reach out to you directly if we decide to replace your gear.
- What if my item has sentimental value?
- If your item(s) has sentimental value and you don’t want a replacement, please let us know when you contact us and we will mark your gear “sentimental”. Failure to notify us of this initially could result in your item being recycled by the Processing Team. Outerwear marked as sentimental will be returned unrepaired instead of being replaced through our warranty program.
- What do repairs cost?
- Non-warranty repair costs typically range from $10-100 depending on the damage. We will pass all repair quotes onto you and will wait for your approval before we go through with the repair.
- How long will it take for gear to be repaired?
- Our typical turnaround time for warranty repairs is 4-6 weeks. In some cases, we can get it back to you sooner. In rare cases, it may take longer. Winter is the busiest season for our seamstresses and repair times can take up to 8 weeks. To minimize impact on your snow-ventures and decrease your wait time, we recommend repairing your gear during the off-season. Please reach out to email@example.com with any time constraints you might have and we will do our best to accommodate you.
- How do I know if an issue with my item is a manufacturing defect or from wear and tear?
- Great question, and hopefully we can make this as simple as possible with our latest article What's the Difference Between Wear & Tear and Manufacturing Defects. Of course, if your specific situation or question is not covered within this article, you are more than welcome to reach out to us at firstname.lastname@example.org and we can help you out!
WooHoo! You made it to the end!
If you have any other questions, please email us at email@example.com