F.A.Q.

How does this work?

Send us photos of the damage through the repair inquiry form. We look them over and reply with a quote — usually within 3 business days. If the price works for you, you ship your gear to us (or leave it at a drop-off location) with a completed repair form. We fix it, send you the invoice, and ship it home once it's paid.

How long does a repair take?

Most repairs are done within 2–3 weeks of your gear arriving. Cleaning services and repairs that need special-order materials can add time — if yours will, we'll say so in the quote. We'd rather quote you an honest timeline than a fast one.

How do I get my gear to you?

Two ways. Mail it — USPS to the address on your repair form — or leave it at one of our partner drop-off locations. Either way, include your completed repair form in the package or with the item. Gear that arrives without a form waits until we can sort out whose it is, which helps nobody.

Where are the drop-off locations?

Partner shops are listed on our [Drop-Off Locations] page. Drop your gear at the counter, get your receipt stamped, and we handle everything from there. The shop holds your gear for us — your repair, quote, and payment all run directly through Alpenglow Repair Co.

What does return shipping cost?

Return shipping is billed at cost, separate from the repair — you pay what the carrier charges us, nothing on top. Drop-off customers can have finished gear returned to the shop instead, at no shipping charge.

Is my quote the final price?

Your quote is our honest estimate from photos, and it's usually close. Final cost is confirmed once we have the item in hand. Your repair form lets you set a maximum — if the final cost is under your number, we get straight to work. If it's over, we contact you before touching anything.

Will the repair match my gear's original color?

We'll get as close as we can. We stock quality materials in the most common colors, and we match to the closest available — but a 2019 jacket in a discontinued colorway is going to come back with a repair you might be able to spot up close. Our aim is a repair that looks intentional and holds. If exact color matters more than function, tell us in the inquiry and we'll tell you what's realistic before you ship anything.

Do you guarantee your work?

For 90 days, yes. If our repair fails, we fix it again and cover shipping both ways. The guarantee covers our workmanship — not new damage, and not the original fabric giving out somewhere we didn't touch. We stand behind the stitch.

What if my gear can't be fixed?

Sometimes gear is past saving, and we'll tell you straight. If we take on a repair and it turns out unrepairable, we ship it back at our expense. We'd rather lose the job than do bad work.

What don't you repair?

Footwear, hard frame packs, wetsuits and drysuits, luggage, glued or heat-sealed construction, life safety gear, full restorations, and alterations. If you're not sure whether your item qualifies, ask — the inquiry form is free and so is an honest no.

Does my gear need to be clean?

Reasonably, yes. It doesn't need to be pristine — it needs to not stand up on its own. Gear that arrives excessively dirty, wet, or smelling like the trip that broke it may be returned or assessed a cleaning fee before we can work on it. Our bench, our nose, your call.

How do I pay?

We email your invoice when the repair is done. Pay online by card, and your gear ships home. No payment is due until the work is finished.

One more thing

Mark the damaged area with masking or painters tape before you send it. Not duct tape — peeling duct tape off ripstop adds $10 to your repair and a few words to our vocabulary.