» Warranty FAQ's
My zipper is broken and won't shut. Can I send it in?
We will repair a pack with a broken zipper, please send your pack to our warranty service center.
back to topHow do I clean my pack?
We recommend hand washing with a mild soap and line dry. (Do not put it in either the washing machine or dryer)
back to topHow long will it take to repair my pack?
Two weeks is our standard turnaround time. However, during our peak season, we may encounter some delays. If you have any questions, please contact our warranty service center to find out what our current turnaround time is. We can be reached at (800) 426-9227, Monday through Friday, 7:00 - 3:30 PST. Or send us an email.
back to topWhen you say
We will repair or replace (or refund if replacement is not available) any pack that has been damaged through normal wear and tear for your lifetime.
back to topI live halfway across the country. Isn't there a closer JanSport authorized repair service for me than California??
Only our warranty service center handles the defective products. If you use a local repair service, they will charge you and we do not offer reimbursements. It may also void any future claims under warranty.
back to topI'm leaving on a trip and need my pack back by a certain date. What should I do?
If you absolutely need it back quickly, we ask that you state this in your letter and recommend that you send it to us via overnight shipping. That way, it will receive priority handling on our end. We will return ship it to you in a similar manner.
back to topWill my pack be repaired or replaced?
We know it's common to become quite attached to your JanSport packs. (We've even heard a story about a guy bought a new backpack, only to have his roommate hide it because he couldn't stand the thought of him without "true blue," the old JanSport backpack.) Knowing this, repair is always our first option. But sometimes, after assessing the condition of the pack, we may decide to replace it. If your pack is special to you, and you only want it repaired, please be sure to mention that in your letter when you send it in. We want to be sure that if it has sentimental value (or if your roommate will hide a replacement due to separation anxiety) we honor your wishes.
back to topI bought my pack from (whatever store). Why can't I return it to them?
At this time, only at our warranty service center can you be assured of receiving warranty service for your defective product. While some retailers are willing to send it in for you, the decision to do this is up to each store. We recommend you check with the store to confirm their policy.
back to topI use my pack everyday. What do I do in the meantime?
Many of our customers borrow a pack from a friend, sibling, or neighbor. We know it's an essential part of your daily life and our staff makes every effort to handle the packs quickly. You could opt to send the pack to us via overnight shipping. That way, it will receive priority handling on our end. We will return ship it to you in a similar manner.
back to topJust what does the warranty cover? What doesn't it cover?
JanSport's warranty covers defects in parts or workmanship. Things that are not covered are normal wear and tear (abrasion from heavy books),
accidents (caught in a car door),
or alterations or repairs done by someone other than our warranty service center.
back to topHow do I ship my defective pack?
You can choose any method you prefer. The most cost effective and time efficient method is priority mail through the U.S. Post Office. We do recommend that you insure the package. Overnight shipping is a good choice because it provides you with a tracking number, so that you can trace your package. For fastest service, some people choose one of the many overnight services, such as FedEx and Airborne Express. These services cost a little more, but the choice is up to you.
back to topWho pays for the shipping to JanSport?
It is up to you to send the pack to our service center. If the problem is covered under the warranty, we will repair or replace your pack and return it to you. We do not charge any shipping or handling fees for its return trip to you.
back to topHow does JanSport send my pack back?
We use priority mail through the U.S. Post Office.
back to topCan I send more than one backpack at a time? In the same package?
Absolutely. We'll process any number of packs that you own that have encountered a defect. Usually, it is cheaper to send them in together in one box, than to send them all in separately.
back to topCan I get a different color if the bag is replaced?
If we determine that we can't repair the bag, and it must be replaced, there's no problem with letting us know what color you would prefer. If the color is available, we can usually make that substitution. If you would like a different color, please include your preferences in your note that you include with the bag. While we can't promise anything, we always do our best to accommodate your wishes.
back to topCan I send in two smaller packs in and trade for one big pack?
If we determine that we can't repair the two packs and both must be replaced, do let us know if you have a preference on what we replace them with. If the value of the two being replaced is of similar value to the one you prefer, usually we can make that substitution. Again, a lot depends on availability. Please be sure to include your preferences in your note. We'll do what we can, but there's no guarantee.
back to topMy pack is broken, and I had to buy another. Will JanSport give me a refund?
Our warranty is for repair or replacement, and that is handled through our service center. Only if we can not replace your pack would we offer a refund, it is up to the discretion of the warranty department.
back to topCan I order bags directly from JanSport?
JanSport is a wholesale manufacturer, and we sell our products through authorized dealers, not directly to the public. To find a dealer, locate the pack you want on this website and click the Buy Online button. You will be provided with links to dealers who have that product in stock.
back to topWhat do I need to include when I send my pack?
Definitely send us the pack, not just a picture or drawing, along with a note that includes (clearly printed so that we can read it!) your name, address, daytime phone number with area code, e-mail address, and a brief description of the problem. Please let us know if the pack has sentimental value and you would be offended if it were replaced. Repair is our first option, but if we are unable to repair a "sentimental" pack, we will try to contact you regarding various options. Also include any color or style changes you would like if your pack is not fixable.
back to topI really don't want to send my pack in. Isn't there something else you can do?
If you want warranty service for your pack, it is up to you to send it to our service center. We understand that sending the defective pack to us may be inconvenient. However, it's the only way we can be sure that the pack is fully repaired. It also helps us identify and correct problems in our materials or our manufacturing process. With that information, we can continue to improve our products and our quality.
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