Warranty & repairs
Every piece of leather gear is handmade in Waynesville, NC. When one lets you down, tell us and we’ll make it right.
What are we doing for you today?
Even with careful material selection and hand-built construction, issues can still happen. Pick the path that fits, then fill out the form below.
Warranty claim
Something failed that shouldn’t have.
Choose this when stitching, leather, or hardware fails because of how it was made or what it was made from.
- What you pay
- Nothing when it’s on us. We repair or remake it, and we cover shipping both ways.
Hardware replacement
Wear and tear, or accidental damage.
Choose this when hardware wears out, breaks from regular use, or gets damaged. Tell us what you need on the form, and depending on your needs, we’ll send you an invoice for the hardware.
- What you pay
- An invoice based on the hardware you need, plus flat $5 shipping.
Not sure which one fits? Pick the closest match and add photos. We’ll sort out the rest.
How it works
One form, then we take it from there.
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Send the form
Tell us what happened and attach photos. Clear photos get you an answer faster.
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We review it
You’ll get a confirmation email, then a plan to address the issue once we’ve looked it over.
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We fix it
Warranty repairs and remakes are expedited. For hardware, we send an invoice based on what you need, then ship it for a flat $5.
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It comes back to you
Your item or hardware goes to the address you gave us. Status updates go to your email.
Warranty & hardware replacement intake
Choose Warranty Claim or Hardware Replacement in the first field. Photos and a short description of the issue help us solve it faster.
Have these handy
- Your order number, or where you bought it
- The item name and roughly when you bought it
- Photos of the issue
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Career warranty
Our leather gear warranty is a career warranty. We stand behind everything we make. If it fails because of our work or our materials, we repair or remake it.
What we cover
- Defects in workmanship and materialsStitching, leather, and construction that fail under normal use.
- Hardware failuresHardware that breaks or fails on a piece we built.
- Our mistakesIf the issue is an error on our part, we cover the repair or remake, including shipping to you and back.
What we don’t
- Paint fadeIt’s the one thing we can’t cover. No finish stays pristine in fire service use. Paint wear depends on use and exposure, like a strap rubbing against an air pack frame. Touch-up is easy with our leather paint kit.
- Order mistakes on the customer’s sideMismeasured belts and suspenders, typos, or a wrong selection can mean a fee. It depends on the work needed, and we’ll always work toward an outcome that’s fair to both sides.
- Routine wear and accidental damageUse the Hardware Replacement path for these.
Most maintenance is easy to do yourself, which keeps your gear in service and saves shipping. See care tips in our FAQ.
Phenix helmet?
Phenix covers its own helmets with a 5-year limited warranty from the date of manufacture. For a manufacturing defect in the shell, interior, or attachment points, contact Phenix directly to start a warranty evaluation.
We’re a Phenix distributor, so warranty service on the helmet itself goes through Phenix. Need helmet touch-up paint? Our leather paint kit covers it. For helmet returns, see Returns & Exchanges or call (828) 246-0996.
Common questions
How long will a repair take?
We expedite repairs and remakes. Lead times for new orders are posted on every product page and shown at checkout. They also appear on your invoice.
Do I need to ship my item before I submit the form?
Start with the form and include photos. Once we’ve reviewed it, we’ll be in touch with a plan.
Can I return a custom item?
Custom pieces are made one at a time to your specifications, so they can’t be returned. They’re still covered by our warranty if there’s a craftsmanship defect. Full details are on our Returns & Exchanges page.
Why isn’t paint fade covered?
Paint on gear used in fire service takes a beating, and no product or process on the market stays pristine through that. We’ve seen straps painted five years ago that look as good as day one, and straps that took a beating in a couple of years. It all comes down to use and exposure.
To refresh faded paint on a strap or a helmet, grab a leather paint kit.
Where do I find shipping and other policies?
Our FAQ covers lead times, shipping, and customization. Returns are on the Returns & Exchanges page.
Rather talk it through?
Email or call the workshop and we’ll point you the right way.
