What is your return policy?
We are proud to offer a lifetime warranty that guarantees the quality and performance of our products, and may apply to certain return or repair requests. If your product has a defect in material or workmanship,* please visit our repairs section.
How do I return my item?
You can return any item for a full refund, as long as the items are unused with tags, and are within our 30 day return policy window. After 30 days from your original purchase, we’ll be unable to offer you a full refund. You can return unwanted items online by accessing your order and initiating the return process, by calling us at 800.873.5725 during business hours, online chat or emailing email@example.com.
Our products are also sold at a large number of retailers and online stores. If you’ve purchased from someone other than us, please contact their customer service department directly for assistance with returns.
How long will it take for my return to be processed?
Our goal is to get your gear back in your hands as quickly as possible. Our returns process can take up to one week from the date it arrives.
How do I return a gift?
Not what you were wishing for when you blew out your candles? You can exchange any item for a product of equal value as long as the item is unused with tags attached. We cannot provide any type of monetary refund for gifted products.
How do I get my item repaired?
Our process is simple. Send an email to firstname.lastname@example.org with your requested repair and the name and age of the product. It’s very helpful if you attach photos of the problem area, the entire product and the label with the Lot Number. Using our 5-step replacement criteria (see “What’s your 5-step criteria?”), we will review the request, take a look at the photos and information provided, and let you know if your gear is eligible for a repair or replacement. At that time, we’ll also let you know how to ship it to us.
What’s your 5-step criteria?
- If your product has been in an accident, left in the elements or older than six years, it doesn’t qualify for a complimentary repair or replacement.
- If you product does qualify, send us photographs and a detailed explanation of the repairs that need to be made. Our customer service team will follow up within 72 hours of receiving the request.
- Once clean, mark the problem area with a piece of low-tack masking tape (not duct tape), a rubber band or a note.
- When you’re approved, you’ll get a Return Merchandise Authorization (RMA) number. Then you’ll ship your item or, if you’re local, bring your item to our headquarters in Seattle, WA. (Remember, items need to be clean when we get them. Once received, the repair and return will take between two and three weeks. But if you just need a replacement, it will take one week.
- You have your item and you’re ready to use it!
How long will it take for my item to be repaired?
Once we make a determination on eligibility, we will give you a timeframe for the repair and other important information. Typically, the process for repairs takes 2-3 weeks. If a product is being fully replaced, the timeframe will be shortened.
Do I have to pay for shipping on my repair?
You will be responsible for shipping your gear to us for repairs, and then we will return the item back to you free of charge. When shipping your package to us, please use a carrier that provides a tracking number and insurance, as we are not responsible for lost packages.
What will my repair cost?
If an item is not covered by our lifetime warranty, we provide repairs at an extremely reasonable cost. The rate will be determined based on review of the repair request.
How do I know if my item can be repaired?
Our team will determine if we can repair or replace the item, and communicate that back to you as quickly as possible! See “How do I get my item repaired?” for further details.
Does my item need to be clean before sending it in for repair?
Yes, please. In order to comply with health and safety regulations and protect our hard-working staff, we ask you clean any items you send in for repairs. Unwashed items might be subject to a cleaning fee, plus the repair process could be delayed.
Not sure how to clean your item? Visit our “PRODUCT CARE” section. Once you clean your item, you’ll want to mark the problem area with a piece of low-tack masking tape (not duct tape), by wrapping a rubber band or by attaching a note.
What is your lifetime warranty?
We proudly guarantee the quality and performance of every one of our products. If your product has a defect in either material or workmanship,* and meets our 5-step replacement criteria, we will repair or replace it for its practical lifetime.
What our lifetime warranty does not cover: normal wear and tear, damage from an accident, improper care, negligence, or the breakdown of colors and materials over extended time and use. However, we will repair this type of damage at a nominal charge, so you can keep your gear in play for as long as possible.
We can’t promise that this lifetime warranty will last for your lifetime. In fact, usually products like these don’t survive the rough and rugged use of decades. Fabrics can deteriorate and fade over time and moving parts eventually wear out. If your product is beyond reasonable repair, we won’t be able to cover it in our warranty. If due to heavy and extended use, the fabric has become thin or torn, the zippers don’t work or the cuffs are fraying, we most likely will not be able to patch it up. There is something you can do, though! If you take care of your equipment by keeping it serviced and clean, you’ll get more use out of it. Head over to our “PRODUCT CARE” section to learn how to make gear last longer.
*Materials are components like zippers, buckles, and fabrics. Workmanship means seams, seam tape, and construction. If these parts of your product fail, we’ll repair your item free of charge. If it’s not repairable, we’ll send you a new one, on us. If you love your gear so much that it is irreplaceable, be sure to let us know.
I didn’t purchase my item directly from you, is it still covered under your warranty?
Yes! There’s no need to contact the dealer you purchased your item from. We would love to help repair your item. See “How do I get my item repaired?” for details on how to contact us to start the process.
How can I check my order status?
We’d be happy to update you on the status of your order. You will receive an email confirmation after you place your order. Next, you’ll get a shipping notification once your item has shipped that provides tracking information for your package.
You can also view your Order History in your account profile.
Can I cancel or make changes to my order after placing it?
Although we can’t make changes after the order is placed, we can cancel orders within a certain timeframe. Please contact Customer Service as soon as possible so we can assist you.
How long will it take to process my order?
We process orders Monday through Friday during normal business hours. Our processing time frame is 24-48 hours from when we receive the order to when it ships.
Will I be charged for the portion of my order that did not ship?
You will not typically be charged for any items that are not in stock or are back-ordered. If due to an error, we charge you for the portion of your order that has not yet shipped, we will notify you via email and credit you for the amount of the unavailable items. That credit should show up in your account in three to five business days, depending on your bank.
How long will it take for my order to ship?
We process orders Monday through Friday during normal business hours. Our processing time frame is 24-48 hours from when we receive the order to when it ships.
How long will it take for my order to arrive?
Delivery times depend on the shipping method selected at checkout and where your package is heading. If you choose ground shipping, it may take up to 5-10 business days to arrive, depending on a variety of factors such as location or weather. Faster options are available during checkout for an additional charge. See “What are your quick ship options?”
Due to nationwide supply chain shortages and shipping constraints, delivery times may be impacted. We are working hard to ship incoming orders expediently, but once the shipment is with the carrier, we have no impact on delivery timelines. If you have any questions or concerns, please reach out to us at email@example.com or call us at (800) 873-5725 during business hours of Monday-Friday from 8:30am – 4:30pm PST. Thank you for your patience and understanding as we navigate this situation together.
What are your shipping rates?
We have a variety of shipping options, each with different time frames and rates. To obtain accurate, real-time pricing, choose your preferred shipping method in the shopping cart on the checkout page.
Can you ship internationally?
We work with several international dealers that stock our gear. You can search for a store or dealer near you by putting your location into our Store Locator. If you can’t find the item you’re searching for nearby, we do ship internationally. Please contact Customer Service for more information on duties, taxes, and fees.
How do I track my order?
That’s easy! We’ll send you a tracking number shortly after we ship your package. Just follow the link in your email, locate it in your Order History, or enter the tracking number into the carrier’s website.
Can I ship my order to someone else?
Yes! You can ship orders to an address that’s different than your billing address. Just be sure to enter the correct shipping address during the checkout process.
What payment methods do you accept?
We accept Visa, MasterCard, Discover, American Express, debit cards with a Visa or MasterCard logo, PayPal and our own gift cards.
Where do I apply a promotional code, gift card or merchandise credit to my order?
Before you enter your credit card information, add the code, gift card or credit to your shopping cart in the promotional field.
Why am I being charged sales tax?
We do business in all 50 states and so we are required to collect sales taxes on all purchases. We calculate the sales tax based on your shipping address. States that do not have sales tax will not be charged.
How Does PayPal Buy Now Pay Later Work?
This program allows our customers to choose payment plans to make purchases. You have the ability to choose to pay for your purchase in 4 interest-free installments or set up a payment plan for up to 24 months.
What are the purchase amount thresholds?
- Pay In 4 is available on orders of $30 to $1,500.
- Pay Monthly is available on orders of $199 to $10,000.
Pay In 4
What is Pay in 4?
Pay in 4 is a feature that lets you split your purchase into 4 payments, with the down payment due at the time of transaction and 3 subsequent payments made every 2 weeks thereafter.
Who can use Pay in 4?
PayPal is offering Pay in 4 to a growing number of customers. Availability depends on your state of residence and you must be at least 18 years of age (or the age of majority in your state) to apply. You must also have a PayPal account in good standing or open a PayPal account in order to apply.
Pay in 4 is not available for certain merchants and goods. If you choose Pay in 4 as your payment method when you check out with PayPal, you will be taken through the application process. You will get a decision instantly but not everyone will be approved based on PayPal's internal checks.
Are there any fees associated with Pay in 4?
There are no fees for choosing to pay with Pay in 4.
How long will my Pay in 4 plan last?
Your individual plan will last a little over 6 weeks in total. The down payment will be due at the time of the transaction and 3 subsequent payments will be taken every 15 days thereafter.
What are the terms and conditions for Pay in 4 plans?
You must read the loan agreement of your Pay in 4 plan before you submit your application. You will see the link to the loan agreement when you choose to apply for Pay in 4 at checkout. You will also have the option to download the loan agreement.
Once your plan starts, PayPal will send you an email containing important information about your Pay in 4 plan, including how to locate your loan agreement.
What is Pay Monthly?
Pay Monthly is a way for PayPal customers to spread the cost of their eligible purchases between $199 - $10,000 USD into equal monthly payments over a specific term. It’s offered to eligible customers during the online checkout experience.
Who can use Pay Monthly?
Pay Monthly is an interest-bearing installment loan issued by PayPal’s bank partner, WebBank, with APRs ranging from 9.99% - to 29.99% based on the customer’s creditworthiness. Lower APRs may be offered as a promotion from time to time and are subject to the eligibility and terms of the offers when made.
New and existing PayPal customers can take advantage of Pay Monthly (eligibility varies by user, state, merchant, etc.).
Are there any fees for using Pay Monthly?
No, however, late or missed payments may be reported to the credit bureaus and you may be charged a returned payment, NSF, or other fee by your financial institution if the payment fails.
What are the terms of my Pay Monthly installment loan?
- Once approved, customers receive a WebBank Truth in Lending Disclosure Statement and Pay Monthly Loan Agreement detailing the terms of their Pay Monthly installment loan, including the APR, estimated monthly payment schedule, and other important terms via email.
- The first payment is due one month after the merchant processes the payment. If the payment schedule changes after the Loan Agreement and Welcome Email are provided, an updated payment schedule is sent via email. Please note that customers can’t change their payment due dates.
- Payments can be made using a confirmed bank account (ACH) or debit card. Credit card payments aren’t accepted as repayment options.
- Pay Monthly installment loans aren’t recommended on backordered items.
- Multiple Pay Monthly installment loans are allowed.
What do I do if there is a problem with my purchase?
True North Gear Customer Solutions team can assist with shipping delays, returns and product defects to help you with product and shipping questions. PayPal's Purchase Protection covers all eligible PayPal transactions.
Please refer to the following links for purchase assistance:
Purchase Protection Program: https://www.paypal.com/us/webapps/mpp/ua/buyer-protection?locale.x=en_US
Resolution Center: https://www.paypal.com/disputes/
I returned items bought using Pay Monthly to True North Gear; now what?
Please continue to make payments to keep your loan in good standing until the merchant processes your return.
After True North Gear processes your return, they’ll send a refund to PayPal for the amount equal to the returned items. At that point, PayPal will apply that amount to your Pay Monthly loan. If the amount returned exceeds the outstanding balance on the loan, the excess money is applied to your PayPal balance. PayPal notifies you via email that the refund is processed and applied to your Pay Monthly installment loan. If a credit balance refund is due to you, PayPal will notify you via email when the refund is made.
Where can I learn more about these program terms and conditions?
To learn more about the PayPal Pay in 4 and Pay Monthly Programs refer to the links below:
How do I change my password?
On your storefront, click the Account link to access your Account. Navigate to Account Settings and enter your desired password followed by your Current password, then click Update Details.
How do I change my password?
At the Login page, click Forgot Your Password? under your login credentials. Enter the email address associated with your account, then click Reset Password. If a valid email address was submitted, you will see a thank you message. Within five minutes you should receive an email with the subject line, Password change request for True North Gear. Click the link in that email. Enter your new password twice, once in the New Password field, and a second time in the Confirm Password field, then click Continue. You'll now see a new message confirming that "Your password has been successfully updated."
How do I unsubscribe or change my email preferences?
We’re sorry to see you go. If you’d like to change your email preferences, click Unsubscribe at the bottom of any of our promotional emails. We hope you’ll check back in with us on our site to stay up-to-date on all that happens here. And if you change your mind, you can resubscribe to our email list by visiting our home page and signing up there.
How do I update my account and address?
Update your information by signing in to your account and clicking the person icon located at the top of the screen. Navigate to Account Settings or Addresses to update your information.
How do I update my payment methods?
That’s simple. Sign in to your account and click the person icon at the top of your screen. There you will be able to update your Payment Methods.
What are your business hours?
Our office and warehouse business hours are from 8:00am to 4:30pm PST Monday through Friday.
How do I care for my item?
Our products are built to withstand tough environments, but they still need love and care. To find out how to properly clean your gear, visit our ”PRODUCT CARE” section.
How can I tell what size I am?
We offer a customized sizing tool to help you determine the right product fit. Follow the guidelines in our “PRODUCT SIZING” section to pick the perfect size or select one of the sizing chart options below.
True North Sizing Chart | DragonWear Sizing Chart
Where can I leave a review about my item?
We’re thrilled you want to review your gear. Your feedback is how we improve. Visit the product page of your item, click the Leave a Review link above the product name or scroll down to the Reviews tab and click the link.
Is the website secure?
Absolutely. We value your privacy, and use a secure system to protect it. All the information you provide is in a database that can only be accessed internally by those with special permissions, and who are required to keep your information confidential at all times.
How do I sign up to receive your catalogs or stickers?
How do I sign up for promotions and events?
Stay in the know by signing up for our newsletter! Simply scroll to the bottom of our site and click the Connect With Us button to follow our brands.
What is your brand story?
Founder Alyx Fier started building durable, groundbreaking gear for the fire community in his garage in 1992. He began alone with a home sewing machine after he saw how fire gear wasn’t being designed around the needs of the people who actually used it. He wanted to provide the community with quality products that offered comfort and durability, especially for long days on the fire line.
Nearly three decades later, True North Gear has grown into a company that distributes ISO 9001 registered products around the world. We also have evolved into a multi-brand company that offers clothing and gear for the utility, industrial safety and oil and gas industries. Learn more about our story by clicking here.
What are your sustainability practices?
The places in which we live, recreate and work should be safe and sustainable. That’s why we are part of 1% for the Planet—where we give 1% of True North Gear’s annual sales to environmental conservation. Want to learn more? Head to our 1% for the Planet page.
How do I apply for a donation or sponsorship?
We have a page for that! You can learn more by clicking here.
How can I find out about job openings with True North Gear?
We believe in a great work-life balance, plenty of paid time off, excellent benefits, competitive wages, gear discounts and an office culture that feels fun and supportive.
You can discover job openings and more about what it’s like to work here on our Careers page.
How do I care for my packs and duffles?
Remember to remove your personal belongings, then pull out the frame sheet and foam pad. You’ll want to clean off excess dirt and debris, snap all buckles and tighten the straps. Wash your gear in a front load washing machine or in a laundering bag to stop the webbing and pack from getting caught in the agitator, which can damage it. Use warm water and a mild detergent and tumble dry low or air dry. If you need to remove odors, we suggest Citro Turnout Gear Cleaner. Once you’re done, store your pack in a cool, dry place.
How do I care for my Hydro-Speed Reversible Reservoir?
One of the key benefits of our Hydro-Speed Reversible Reservoir is the ability to easily clean and dry it after each use, which extends its lifetime. Since micro-organisms grow in water, the most critical element of cleaning your gear is drying it out.
To begin, remove the top slider and empty any remaining liquid. Reach inside your reservoir, grab the bottom, and then pull to turn it inside out. Wash it using hot tap water with mild soap, and rinsing it well. Let it dry completely. Once dry, you can store it right-side out, or keep it reversed—it’s up to you.
How do I clean my drink tube?
It’s easy! The first step is to disconnect tube. Next flush hot tap water through the tube from the connector end while holding the opposite end lower and pinching the valve.
How do I remove stains from my Hydro-Speed reservoir?
We use Polyurethane, for strength and flexibility. However, it’s porous and can be stained like fabric from food coloring used in many liquids. While this staining doesn’t affect its functionality, it can be difficult to remove. We recommend Bottle Bright tablets, which are chlorine-free, non-toxic, and biodegradable. They’re designed to combat stains and odors and are perfect for hydration bladders.
How do I get rid of my hydration bladder’s plastic taste?
Simply squeeze lemon juice into your reservoir, fill it with water, and then place it in the freezer. After it freezes, thaw it and rinse.
How do I care for my DragonWear® FR clothing?
Caring for your clothing helps it last longer. Turn your clothing inside out. Machine wash your clothing in cold water separately and don’t overload the machine. Use gentle laundering soaps and don’t use fabric softeners, starch or bleaches of any kind. Air dry or tumble dry low. Don’t iron or dry clean. To prevent fading, keep your clothing out of direct sunlight.
High Line™ Pants Laundering Instructions
Important: Try on your garment before washing
*The High Line Pant was built oversized to accommodate for normal shrinkage. Please try on your garment before washing.
To ensure a correct fit before laundering, the pant should feel roomy in the hips and waist, and loose/long throughout the legs, similar to buying one size too large.
If the pant feels tight or form-fitting before washing, the shrinkage will likely result in the pant being too small post-wash. If you need to adjust your sizing, please contact firstname.lastname@example.org to return the item and receive the proper size.
Laundering Tips for Super Fleece™ Products and Removing Lint
Super Fleece™ is roughly 40% heavier than previous Nomex® fleece DragonWear products. Because of this, there are more fibers that stand up to give the fleece its loft, density and warmth. It is important to note that with a higher fabric density, there is a possibility of more lint. When Super Fleece is made, the fabric is brushed and sheared, which can cause small pieces to get trapped into the fabric prior to its first wash.
To remove lint, wash on cold followed by a tumble dry on low heat (make sure that the lint filter is cleaned before doing so) and this will remove a large percentage of the loose fibers. A second wash and dry is likely not needed but can be done using the same steps previously mentioned to remove any excess lint. Lastly, a lint roller can be run across the garment after washing to remove any remaining trapped lint.
Product Care for Pro Dry Tech Face Masks
Hand wash in warm water, or machine wash in warm water, separately from other clothing. Lay flat to air dry, or tumble dry on low temperature, separately from other clothing.
How do I get a custom design?
We can help! Whether it's a hydration bag, custom pack design or a simple toiletry bag, we can handle everything from prototyping to production. Anything from custom colors to special fabrics is possible.
To learn more about custom design or to speak to a member of our team about your project, contact us via email or give us a call (800-873-5725 / 206-723-0735).
How do I fit my pack?
There is an easy, seven step process:
- Loosen the webbing on your shoulder harness and waist belt.
- Put the pack on.
- Tighten your waist belt first. A padded waist belt should ride against the front of your pelvis bones. Once in the right position, pull your waist belt webbing until very snug. Remember, up to 70 percent of the load will be carried on your hips.
- Now pull on the rear shoulder strap webbing that attaches to the outside of the pack until the top of the harness is about three finger widths under the point where the bones at the base of your neck meet the shoulders.
- Adjust the front straps on the shoulder harness until the weight of the pack feels snug against your back.
- Last, gently snug the silver side compression straps on the waist belt and you're good to go!
- You can change the load distribution slightly between hips and shoulders by tightening or loosening the harness straps. This can help prevent hot spots and minimize muscle fatigue.
Are there more tips?
Our professionals say that to be the most comfortable, loosen your pack’s straps every time you put one on. Then, once you’re wearing it, retighten the straps, starting with the waist belt. If you don’t do this, the pack might start to ride up on your body, and the waist belt might not feel as comfortable.
How do I pack my pack?
Besides proper fit, the other key to comfort is correctly loading your pack. While everyone has their own system for loading a pack, there are a few universal guidelines:
- Dense items should be closest to your back so that the center of mass of your gear is as close to your torso as possible. But you might want that center of mass to be higher or lower depending on what you’re doing. You get more balance in rough terrain by packing dense gear lower; paradoxically, things are easier to carry over gentle terrain when they’re packed higher.
- Place items you don’t need during the day, like your dinner and shelter, at the bottom.
- Items you use frequently, or that you want quick access to in case of emergency, like snacks, rain jackets, sunscreen, navigation, and medical gear, at the top.
- However you decide to pack, strive for consistency. When you know where items are, you spend less time searching for gear.
How do I fit my fire and search and rescue packs?
Shoulder Harness Sizing: Standard size shoulder harnesses are designed for people over 5 feet tall.
Waist Belt Sizing: To find your size, measure around your hips, covering the front of your pelvic bones. Standard size is 29 - 48 inches. The extender adds 20 inches.
How do I fit my DragonWear® FR clothing and True North® Wildland clothing?
Chest: Take your measurement at the fullest part of your torso, just under your arms and across your shoulder blades.
Sleeves: With your elbows bent, measure from the center-back of your neck to your elbow and then down to your wrist.
Waist: Measure around your waist where you usually wear your waistband.
Inseam: Lay your best-fitting pants flat, measuring along the inner leg seam from the center of the crotch to the hem.
Hip: Measure around the fullest point of your hips.
Tall sizes: Add 2 inches to your torso and 1.5 inches to your sleeve.