We are proud to offer a practical lifetime materials 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 by 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 repair or replacement. At that time, we’ll also let you know how to ship it to us.
What are your 5-step criteria?
If your product has been in an accident, left in the elements, or is older than six years, it doesn’t qualify for a complimentary repair or replacement.
If your 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 a 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 to 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 practical lifetime materials 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, products like these don’t usually 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.
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?”
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 8:30 am – 4:30 pm 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?
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?
In 4 is available on orders of $30 to $1,500.
Monthly is available on orders of $199 to $10,000.
PAY IN 4
What is Pay in 4?
in 4 is a feature that lets you split your purchase into four payments, with the
down payment due at the time of transaction and three subsequent payments made
every two weeks thereafter.
Who can use Pay in 4?
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.
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?
are no fees for choosing to pay with Pay in 4.
How long will my Pay in 4 plan last?
individual plan will last a little over six weeks in total. The down payment will
be due at the time of the transaction and three subsequent payments will be taken
every 15 days thereafter.
What are the terms and conditions for Pay in 4 plans?
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
your plan starts, PayPal will send you an email containing important
information about your Pay in 4 plan, including how to locate your loan
What is Pay Monthly?
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
Who can use Pay Monthly?
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.
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?
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 back ordered items.
Multiple Pay Monthly
installment loans are allowed.
What do I do if there is a problem with my purchase?
North Gear Customer Solutions team can assist with shipping delays, returns and
product defects to help you with product and shipping questions.
Purchase Protection covers all eligible PayPal transactions. Please
refer to the following links for purchase assistance:
I returned items bought using Pay Monthly to True
North Gear; now what?
continue to make payments to keep your loan in good standing until the merchant
processes your return.
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
learn more about the PayPal Pay in 4 and Pay Monthly Programs, refer to the
True North Gear is proud to offer a 10% discount to all of our customers who serve or have served in the United States Military. We've partnered with SheerID to provide a simple way to validate and provide this discount to our military members.
What does SheerID do?
configurable eligibility verification service delivers the most robust,
authoritative solution in the industry. SheerID verifies whether or not a
customer qualifies for discounts or special offers by acting as a bridge
between our website and authoritative data sources.
Who is SheerID?
SheerID is a company
that specializes in verifying your status. On behalf of True North Gear,
SheerID will collect some basic personal information to confirm your
eligibility for this offer. SheerID may also ask you to upload some
documentation that proves your eligibility.
For more information
about how your personal information is collected, used, and processed, we
Am I eligible?
All active and
retired service members working for the selected Nation's Armed Services are
What information should I enter?
Your current status
Your most recent branch of
First and last name, as shown
on military records
Date of birth
Personal email address
We need to email you
important information about your verification, so please use your main email
*If you do not see your email shortly after submitting it, please check your spam folder.
I'm verified, but still having problems - how do I get
help with my purchase?
SheerID only handles
the verification process. To troubleshoot a problem with completing your
purchase, please contact our customer solutions team directly.
What documentation is needed?
If asked to upload
proof of eligibility, you'll need to provide a government-issued document that
directly with brands to power the brands' offers. We do not offer verification
on the www.sheerid.com website.
To get verified,
please locate the offer you're interested in and move through the process from
Can I use my discount code more than once?
No, each discount
code may only be used for one checkout. However, subject to program terms, you
may receive a new unique discount code for your next purchase. When your status
is verified, you will be issued a promo code that can be used only once. When
you are ready to shop again, you can re-verify your status and receive a new
promo code for use.
Cannot be combined
with any other offer or discount. Any suspected fraudulent activity, bulk
ordering, resale, and/or violation or abuse of this program will result in
immediate account suspension and/or order cancellation and may void the
warranty and return policies.
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 8:00 am to 4:30 pm 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?
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 an ISO 9001-certified multi-brand company that distributes lifesaving 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 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 microorganisms 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 rinse 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 the 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 some 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 it. 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 in 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 washes 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.
Place 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.
Whichever way 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. The 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.