Frequently Asked Questions
What is considered "General Wear" and how does it relate to the Filson Lifetime Guarantee?
General wear is the natural breakdown of materials over a long period of normal usage. After years of wear, you may see a bit of fraying at the cuff and sleeves or notch you always use on your belt may stretch. Once you've put enough miles on an item it may also show some scuffs, discoloration, or minor shrinkage. This isn't a failure of materials or workmanship; it is simply the natural course of any well-built product.
Whether used for daily work in the field or occasional trips, our customers experience differing degrees of wear-and-tear on their Filson gear. Proper maintenance, such as rewaxing your garment or oiling your boots, will help to extend the lifetime of your Filson product. Our warranty covers any Filson item for its lifetime of use, at which point it is worn out beyond reasonable repair. If a Filson item is showing a lifetime of use and has served you well, we hope you'll consider buying a replacement.
What happens if I rip or tear my jacket, pants or bag?
Our Repairs team will evaluate it. An item that has seen abuse, neglect, or use other than its intended purpose may not be covered under our warranty. Under any circumstance repair is always our preferred course of action. However, if after evaluating your item it is deemed not repairable, we will contact you via email to discuss your options.
Repairs are made to preserve the strength and integrity of the product rather than have aesthetic appeal. If your damaged product requires a replacement or a gift card, please be advised that we will not return your original product to you.
What if I receive a damaged, defective, or incorrect item?
Please contact Customer Service as soon as possible at firstname.lastname@example.org. Please provide your order number and product style number to the Customer Service Representative and we will make every effort to replace your item promptly.
Do alterations to products void my warranty?
Any and all alterations or repairs done by yourself or a 3rd party will void your warranty.
What if I am not sure if my item is repairable under your guarantee?
You are welcome to send the item in for evaluation by our Repairs Team. Unfortunately, we cannot determine through photos if the repair is possible, the item must first be received and evaluated at Filson. A Repair Representative will follow up with you to discuss your options.
Please note, we reserve the right to send back dirty or soiled items. These items may damage our equipment and, in certain circumstances, present health concerns to our employees. Please thoroughly clean your item of any dirt, debris, fur, blood, feathers, mud, soot, and gunk before it is shipped. If your item is deemed too soiled to work on, we will return it to you for cleaning, and you may be required to send it back in at your own expense.
How are shipping costs handled when an item is submitted for repair?
Costs for shipping items to us for repair are at your expense. We will return items received at our own expense.
What do repairs costs?
Repairs that are covered under our warranty are performed at our expense. For non-warranty repairs we will provide an estimated once your item has been evaluated by one of our repair specialists. Repairs requiring payment will never be performed without your authorization. You are free to opt out of the repair and have your item returned as is, without repair.