General Warranty Questions

We appreciate your patience as we navigate this difficult time.

Our customer care team is here to help you; however, our wait times are longer than usual.

We strongly encourage you to use our FAQs for self-service.

Due to this, our turn-around time for warranty claims are estimated to be 6-8 weeks.

How do I start a warranty claim?

To start a claim click here. Once you have filled out your information you will receive a claim number and a sheet to print out. Simply include this sheet to your package and send back your item with any mail carrier you would like.

Can a store/outlet submit a claim on my behalf?

Stores and Outlets are separate from our warranty department. Customers are required to fill out the claim form located on our website. You can access our warranty claim form by clicking here.

Do I need to send in a receipt?

A copy of your original receipt or proof of purchase is required.

Will I be notified once you receive my claim?

No. Please track your item with your return tracking number and contact the warranty department 3-5 business days after it has delivered for a status on your claim.

What are my options when I send something in for warranty?

Your options are to have your item repaired, to have your un-repaired item to be sent back to you, or to receive a virtual merchandise credit.

Will I receive a replacement item if my item cannot be repaired?

Items with defects in material and/or workmanship will be repaired or a virtual merchandise credit will be issued.

What if I don't have a printer to print out my warranty claim form?

If you are unable to print out your warranty claim form, you can use a blank piece of paper and fill our your contact information with your warranty claim number that is generated.

What if I don't have an email address?

An email address is required in order to submit a warranty claim form.

Do we need to send both boots in for a claim even if only one boot is defective?

Yes. Both boots will need to be sent back even if only one is defective.

Should I send in both liner and shell of an interchange jacket?

The complete interchange system is required (shell and liner) to receive the maximum credit.

I have a problem with the hood; do I need to send the entire jacket?

Yes. The warehouse does not have replacement parts to send out.

If my item is accidently damaged, will this be covered under warranty?

The warranty does not cover damage caused by improper care, misuse, accident or neglect (see complete warranty policy for additional information).

I purchased the item in another country, yet I live in the US. What do I select?

We handle warranty service for customers who reside in the US, regardless of purchase location.

If I received a Columbia Virtual Merchandise Credit, can I place an order over the phone through warranty?

If you would like help placing your order, please give our Customer Care team a call. They can be reached at 800-622-6953 Monday-Friday 5:00a-8:00p PST.

Am I able to use the virtual merchandise credit with any special discounts?

You cannot combine the warranty virtual merchandise credits with affiliates, Professional Purchase, Friends and Family, Partner, or Employee discounts.