At United By Blue we pride ourselves on making responsible, durable goods. We guarantee your bag, Ultimate American Jacket or Bison Sport Jacket to have the utmost quality in craftsmanship and workmanship for the life of the product. Our guarantee covers all production defects discovered through everyday use. If any United By Blue bag or bison-insulated jacket fails in its intended use (during its determined lifetime*) we will repair it for you in accordance with our policies.
HOW IT WORKS
All customers who have purchased their bag from UnitedByBlue.com or a United By Blue retail store are required to register their bags within 60 days of purchasing — it takes less than a minute! Once registered, if any problems arise, simply submit a repair request and we’ll take it from there.
WHAT LIFETIME MEANS
Lifetime refers to the lifetime of the product, not the lifetime of the owner. This can vary person to person depending on one’s use and care for the item. We want your bag or jacket to function for a long time, but with consistent use, it can understandably break down after a handful of years.
WHAT IS COVERED
Every UBB bag, Ultimate American Jacket, Bison Insulated Puffer/Vest and Bison Sport Jacket for the lifetime of the product. Failure of workmanship and craftsmanship. Failure of materials. Production defects.
WHAT IS NOT COVERED
Examples of damage caused outside the normal scope of use which will not be covered: General wear and tear regardless of age. A rip or puncture hole in the bottom of a bag or a hole that has caused by repeated carrying of a book or other item with a pointed edge. Any material that was ripped or caught on another object. Melted material caused by excessive heat. Improper use of product. Damaged caused by an airline.
*If after assessment, United By Blue determines your item has exceeded its lifetime and deems the returned product ineligible for warranty repair or replacement, we’ll be in touch to discuss available options we may have for you. Please note: Our Guarantee applies to all United By Blue bags, Ultimate American Jackets, Bison Puffer Jackets/Vests and Bison Sport Jackets that were purchased through authorized retailers with a valid proof of purchase. If your item was purchased at a sample/warehouse sale or second hand unfortunately it is not covered. Every item is subject to an evaluation by our Lifetime Guarantee Team.
General wear and tear describes the breakdown of materials that occurs naturally over time. Our lifetime guarantee does not cover wear and tear from accidents, misuse, improper care, or alterations not approved by UBB.
How long will it take for my bag to be repaired?
Including time in transit the average repair takes about 4-6 weeks. However, during peak season, we may encounter some delays.
Do I have to pay to mail my bag in for repair?
Yes, we ask that customers cover inbound shipping since we take care of the repair and outbound shipping.
Am I eligible if I live internationally?
Our lifetime guarantee policy may vary country to country. Customers should still register their bags and (when applicable) submit a repair request. If you’re an international customer and you submitted a repair request we’ll be in touch to discuss options available for you.
Will my repaired bag look brand new?
As a sustainable company our goal is to repair the functionality of the bag this means that your repaired product may have thread or hardware that isn’t a perfect match.
What happens if my bag/jacket seems less water resistant than when I bought it?
Our bags and jackets are covered with a DWR coating to repel rain and decrease dry times. DWR naturally wears away over time though the shell of your item will still keep water from reaching its interior. This is not considered a manufacturing issue as it is a normal process in the lifetime of the product. Please reach out to our Customer Experience team so we can recommend a way to restore the finish.
Do I need to register my bag if I purchased it before July 2017?
Yes, it's a requirement that you register your bag in order to submit a repair request. Please let us know if you need help locating your proof of purchase.