Repairs and Personalization

Everything you need to know about putting your mark on your pack and keeping it going for years to come.

We guarantee our packs, bags and luggage against defects in materials and workmanship for as long as you own your bag. Our products will most likely be in your family for years to come, and we’ll be here to service them. A significant advantage to canvas construction is that it is intended to be repairable. We will repair bags damaged by accidents or normal wear and tear at a reasonable rate (plus shipping). If for any reason you are not satisfied with your purchase and it is still new and unused, please return the merchandise for exchange or refund."


We do what we say and we stand behind what we do. If a bag isn't put together the way it was supposed to be built, we'll make it right. If a piece of our hardware fails before its time, without being misused or abused, we'll replace it... No Charge. We choose the best raw materials available to build our reliable softgoods. We put them together the best way we know how. We don't build junk.


That being stated... we work with canvas, brass, and leather-- NOT steel, kevlar, or the stuff Superman uses to make his tights. The materials we use are durable, the design and construction are thought out and built right-- but they are not going last forever. Use a bag hard, it will eventually wear out. Mistreat a pack, like not letting it dry after a wet trip, it'll break down, rot and not last. Repeated abrasion over the same area will wear a hole. But one of the great things about canvas construction over synthetic is that canvas is repairable. When a pack has been cared for and the canvas is still solid, we can take take it apart, patch it and get it back into service, working for you.


However... Some bags will not be repairable. Eventually, everything will wear out. At that point you’ll need to start making memories with another bag. The good news is that when it’s time to make that final portage back into the earth, Frost River's reliable softgoods will go quietly, as all plant and animal matter does…. naturally. The same cannot be said for synthetic materials…. Nylon will sit in a landfill for years and years.

Repair/Warranty Work Timeline

The Lead time for repair work to be completed is 10-12 business days from the date the item is received.

We work in a small, busy shop. While we turn repairs quickly, we don't currently have a dedicated repair department, the people who fix bags also have other manufacturing duties and responsibilities. We'll get your repair completed in a timely manner, but please allow us time to work on it.

During the months of October through December, lead times may be higher due to the high volume of holiday orders.

Instructions for Sending Your Item to Us

Before mailing your pack in or dropping it off please remember to:

1. Empty it out. We don't want any of your stuff in the bag.

2. Clean it. Turn it upside down and shake it/brush it out. We can't repair a bag with chunks of stuff still in it. You take a shower before going to the doctor… right?

3. Let us know what you want done. Tell us what's broken and what you'd like done. (Sounds obvious.... but you'd be surprised)

4. Give us a little history. How long have you had the bag? How do you use it? Again, what are would you like to be repaired?

5. Include your contact information. Let us know how to reach you and where you want the bag sent when it's repaired.


*If you broke it, sliced it, or wore it out, expect to pay for the repair. We’re nice and we work hard to keep canvas packs out in the world, but repairs take time and cost money. (Remember, shoot a quick email to our customer service team if you'd like a quote before sending your pack in.)

Contact Customer Service for Repair Estimates

Get an estimate ahead of time.

We like to have an idea of what kind of repairs we are receiving to give you the best service. Please send photos of your pack in need of repair or warranty work to frinfo@frostriver.com. We'll do our best to give you and estimate and timeline of the repair.


You can find detailed information on what's covered under our Lifetime Guarantee Below.

All jobs are subject to inspection and assessment by our repair team.

We will work hard to keep your canvas softgoods in working order and get them back to you as soon as possible. We just ask to please be considerate and patient. Clean your stuff up before you send it in... don't make us clean it for you. And be good to your bags, take care of them-- we'll stand behind them, but you need to do your part, taking care of your gear, as well.

Custom Requests

Before going any further, please read the list of below of things we will not do:


-We Won’t: Make a completely new and different bag. We need to stick to what we know and do best.


-We Won’t: Change the sizes of our patterns. That’s a different bag.


-We Won’t: Alter closures. One bag has a zipper for a reason, another one has buckles for a reason.


-We Won’t: Go back and forth negotiating. If we say no, please take no as an answer.


We are happy to offer limited modifications to our rugged and reliable gear. Please remember that once your item has been personalized with monograms, state patches or upgraded straps, the bag is not returnable, we won’t be able to offer an exchange. It’s yours. More information on these customizations below.

What We Will Do (Personalizations & Upgrades)

Monograms

Put your name on your pack with our leather monograms. You can choose up to Four letters and they are available in Brown and Heritage Black.

'Canvas My State' Buckskin State Patches

Show your state pride with a Palamino buckskin state patch! We have every state and the shape of the lower 48. 

Upgraded Buckskin Padded Backstraps

Add some extra comfort for heavy hauling with our upgraded buckskin back straps. These backstraps have a thick layer of foam sandwiched inbetween our heavy-duty bridle leather and soft buckskin to help keep your shoulder happy.


There straps are only available as upgrades on: Summit Packs, Summit Expedition Packs, Summit Boulder Junction Packs, Arrowhead Trail Rolltop Daypacks, and Vintage Packs.

Sternum Strap Installments

A leather sternum strap can be installed to most of our packs. We also offer installment of hardware to accommodate the Front Attachable Portage Pack.

Shoulder Strap Accessories

We've got plain Leather Pads to help distribute the weight of out Should Bags or Luggage-- or our Buckskin Padded Shoulder Pads, that also offer extra comfort. 

If it's not listed above, or available in our product pages, we won't do it-- sorry.

Please allow 7-10 business days for completion of Monograms, State Patches or Upgraded Buckskin Straps.


Any of these modifications or upgrades will result in making the bags non-returnable. They will still be covered by our warranty but once you order a personalized bag, it’s yours, as we cannot sell it to someone else. This is non-negotiable.


Thank you for your interest and understanding. We appreciate your support.