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WARRANTY & REPAIR
IF WE MADE IT, WE'LL FIX IT.
Every Feathered Friends product carries a warranty against defects in workmanship or materials. For wear, tears, or broken zippers, our Seattle workshop has been doing repairs since 1972. Here's how to get yours back in service.
START HERE
TWO PATHS. ONE SEATTLE WORKSHOP.
If your gear has a defect, file a warranty claim. If it has wear and tear, request a repair. Both go to the same team. Both come back ready for many more nights in the field.
ON THIS PAGE Warranty Policy Repair Workshop Down Recycling Cleaning & Care FAQ
THE PROMISE
THE FEATHERED FRIENDS WARRANTY.
All Feathered Friends products are guaranteed to the original owner with proof of purchase for the lifetime of the product against defects in workmanship or materials. Damage from accident, normal wear and tear, improper care, negligence, or the natural breakdown of materials over time isn't covered under warranty. We do, however, fix all of that in our Seattle workshop. See the Repair section below.
BEFORE YOU SHIPAll warranties must be preauthorized before sending items back to us. Submit a warranty claim with photos and a description of the issue. Items returned without authorization will not be processed. Items must also be returned clean as required by Washington state law. We suggest using UPS or FedEx so the shipment can be tracked. Please don't include stuff sacks or storage sacks for any item being shipped to us.
PRODUCT LIFETIME, BY CONDITION.
How do you define the lifetime of an Expedition Suit subjected to the conditions of 8,000 meters versus an Eos jacket that mostly lives at the top of a pack? We see bags in the field for decades that are still going strong. We also see what sponsored athletes can do to a parka in one season. This four-tier policy splits the difference between casual use and outright abuse.
I.
LIKE NEW OR LIGHTLY USED.
We reserve the option to replace the item or return it to like-new condition.
II.
UNDER 50% LIFETIME.
Showing some wear and tear. We will repair any defects not directly attributed to neglect or lack of maintenance.
III.
BEYOND 50% LIFETIME.
Still going strong but showing significant wear. Items may be repaired for a fee. Contact us for a repair quote.
IV.
TOTALLY SHOT.
At some point bags and garments do wear out and need replacement. We'll work with you to find a suitable replacement.
DELAMINATION POLICY.
Feathered Friends pioneered 2-layer laminate fabrics in down gear in 1975 and continues to use them where they offer the best balance of weight, water resistance, and breathability. The accumulation of body oils from sweat is the most damaging factor for these fabrics, and several environmental factors can accelerate the breakdown between layers. Regular washing and tumble-drying on low heat extends laminate life considerably. We do not recommend any wash-in DWR for down. Use of these will void all warranty coverage.
Because the cause of delamination is hard to attribute to a single factor, warranty coverage is limited based on the age of the item. The following applies only to the original owner with proof of purchase.
UNDER 5 YEARS
Feathered Friends will replace the defective shell with a comparable product. We can't guarantee identical fabric or color.
5 TO 10 YEARS
Feathered Friends will manufacture the product of your choice at a 50% discount from our current published price.
BEYOND 10 YEARS
We can't guarantee the longevity of laminate fabrics beyond 10 years, and no warranty coverage is provided.
DURABILITY VS PERFORMANCE.
Durability is a cornerstone of our design philosophy, but it has to be balanced against weight and performance. Some of the materials we use sacrifice durability, abrasion resistance, and tear strength to achieve lighter weight. Please be aware of these trade-offs and adapt your expectations to how products built with ultralight fabrics will perform over time. They are not the same as our expedition-grade fabrics.
THE REPAIR WORKSHOP
IF WE MADE IT, WE CAN FIX IT.
Every week, we receive sleeping bags, jackets, and comforters that need some TLC.
SOME OF WHAT WE FIX.
Broken zippers. Full replacement or slider repair. YKK parts kept in stock.
Fabric tears and holes. Patched, reinforced, or full panel replacement depending on the damage.
Blown or shifted baffles. Re-sewn, re-stitched, restored to original loft distribution.
Elastic hems and cuffs. Sometimes elastic areas get too much use and need new life.
Cord and toggle replacement. Drawcords, cord locks, toggles, hardware.
In-house washing. Down cleaning for Feathered Friends items, restores loft and warmth.
FOR SIMPLE CUTS AND HOLES.
Small fabric damage can usually be handled at home with Tenacious Tape or Seam Grip. Both are stocked in the Seattle store and ship anywhere we ship. If the damage is bigger than a quarter, consider sending it to us.
WHEN REPAIR ISN'T AN OPTION
RECYCLE YOUR DOWN. IT DESERVES A SECOND LIFE.
We'll fix just about anything that comes through our Seattle workshop, but every so often a piece of down gear has lived a full life. The shell is shot, the baffles are blown, or the bag is just plain done. The good news: the down inside probably isn't.
Down is one of the rare performance materials that can be regenerated, not just downcycled. Through our partnership with Tersus Solutions, the leading down recycler in the U.S., your old fill can be cleaned, re-lofted, and put back into new gear.
Tersus uses a proprietary waterless CO₂ cleaning process, certified by the IDFL (International Down and Feather Laboratory), that brings recovered down back to usable quality.
You can ship any down sleeping bag, jacket, comforter, or pillow directly to Tersus at the address shown. They accept any brand in any condition. Rips, oils, and dead loft are all fine, and there's no need to wash the item first. Customer covers shipping.
READ MORE ABOUT DOWN RECYCLING WITH TERSUS →
SHIP DOWN TO
TERSUS SOLUTIONS
/ 2ND RND DOWN
5941 Marion Drive
Denver, CO 80216
Any brand. Any condition. Customer covers shipping. No need to wash first.
CLEANING & CARE
MOST GEAR OUTLASTS ITS WASHING SCHEDULE.
Down responds well to occasional washing. The trick is doing it the right way. We recommend following the care instructions on the product label and on our full washing guide. Improper cleaning will void all warranty coverage, so please follow the instructions carefully. For comforters and pillows, we suggest washing once a year and twice a year respectively, plus using a duvet cover, to keep things fresh and reduce body-oil buildup.
COMMON QUESTIONS
WARRANTY & REPAIR FAQ.
What's the difference between a WARRANTY CLAIM and a REPAIR?+
A warranty claim covers defects in workmanship or materials. Stitching that comes undone, baffles that weren't sewn correctly, a zipper that failed prematurely. A repair covers everything else. Tears from use, broken zippers from age, fresh down for an old bag, fabric scraped on a rock. Warranty claims are reviewed against the original product condition. Repair requests are quoted based on the work involved.
How do I FILE A WARRANTY CLAIM?+
Use our warranty form. Include photos and a description of the issue. We review every claim individually and reply with a determination and shipping instructions. Don't ship the item before we authorize it. Items received without preauthorization can't be processed.
How long does A REPAIR TAKE?+
It depends on the work and the season. Simple repairs (small patches, zipper sliders) can turn around in a few weeks. Major repairs may take longer, especially in winter when production is at peak. We'll send a cost and completion estimate after reviewing your request so you can plan around it.
Do you repair gear from OTHER BRANDS?+
Our in-house repair service is for Feathered Friends gear only. For other brands, contact the manufacturer first. If they can't help and the item is down-filled, the down itself can still be recovered. See the down recycling section above.
My laminate shell is DELAMINATING. WHAT DO I DO?+
Laminate delamination is covered under a separate age-based policy. Under 5 years from purchase: we'll replace the shell with a comparable product. 5 to 10 years: we'll manufacture a replacement at a 50% discount. Beyond 10 years: no coverage is provided. Submit a warranty claim with photos and we'll evaluate. Note that using wash-in DWR products voids all warranty coverage on laminate items.
What about CUSTOM ORDERS OR FACTORY SECONDS?+
Custom orders (custom fill weights, custom modifications) can be returned only in the case of defects in material or construction. Factory seconds are sold as-is and are not covered under warranty. Standard products can be returned in unused condition with original packaging and receipt within 30 days for a refund or exchange, excluding shipping charges.
NOT SURE WHICH PATH?
REACH OUT TO US
If you're not sure whether your situation is a warranty claim or a repair, reach out to us! We're happy to help.
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