We have been offering our repair service since the foundation of our company. Ever since, we have brought new life to numerous Tatonka products and sent them back to the mountains or on their travels.
Sustainability already starts with the production
Our quality standard has always been the longevity of our products. Because, even if our clothing is completely PFC-free and more and more of our products are made with sustainable materials:
Nothing is more sustainable than equipment and clothing that lasts a long time. What is used and worn over a long period of time does not end up in the trash. But: outdoor products that are used often can also break down once in a while. For us, sustainability therefore also means repairing where possible.
Our service department – A team for all cases
Since 1999, our team leader of the customer service department has acquired comprehensive product knowledge in-house and knows almost every Tatonka product from A – Z. Under his leadership, our two trained industrial seamstresses have specialized in the repair of outdoor equipment and clothing over the years.
Due to our extensive service stock, built up over decades, our service team has a large pool of original spare parts at its disposal. This means that even older products can be repaired professionally. And if a spare part should no longer be available, it will be expertly replaced.
What we repair
Our service team will make every effort to repair your product.
A lot is feasible, but not everything is possible. In order to decide whether we can repair your product or not, we need to have the broken item in hand.
In most cases we can repair the following items:
We usually process repairs within two to three days of receiving a repair order.
Always stay clean – our request
Mud from the last mountain tour, the muesli bar that doesn’t cut such a good figure in summer temperatures, or a used paper handkerchief. Again and again we receive products in this condition – items that have not been cleaned.
Please remember: Nobody wants to deal with a dirty item in their hands. Our service team will accept your jacket or backpack. And it is not reasonable for them to handle dirty gear. Therefore we ask you: For hygienic reasons, clean your product carefully before you hand it over to your dealer or send it directly to us. We may have to return items that have not been cleaned without processing and at your expense.
I want to send in a Tatonka product for repair. What do I have to do?
First of all, it depends on where you bought your product – from a Tatonka retailer (online or stationary) or from our online store.
Tatonka retailer (online or stationary)
For warranty reasons, you should return your item to us through the retailer where you purchased it.
Tatonka online store
If you bought your item in our online store, you can send it directly to us. You can find more information about the process here (form in German language only). Please note: This service is currently only offered for deliveries from/to Germany and Austria.
Step 1: Clean your product
For hygienic reasons, clean your product before handing it over or sending it off. Tips on how to clean and care for your outdoor equipment can be found in the following articles:
Step 2: Mark the damage
Please mark the defect on your product – e. g. with colored tape. Otherwise it is often very time-consuming to track it down. Sometimes we cannot find the damage at all.
Step 3: Handing over or sending Tatonka product
Take your Tatonka product to your retailer as described above or send it to your online retailer or directly to us – in all cases please always include proof of purchase. If you want to send your product directly to us, please fill out our service form (only in German and for Tatonka online store customers) or our repair form first (only in German language).
Step 4: Wait for (goodwill) offer or cost estimate
After we have received the product, it will be checked by our service team. If your product is covered by warranty, we will repair or replace it. If it is not under warranty and can be repaired, you will receive a quote from us. In some cases we also offer you a charchable exchange for a fee. In this case you will receive a goodwill offer from us in advance.
Step 5: Place an order
In the case of a cost estimate or a goodwill offer, a repair or replacement will only take place after you have expressly placed an order. We won’t take action without it. After we have completed the repair or exchange, we will send your item back to your dealer or directly to you.
What will the repair cost me?
Tatonka products have a legal warranty of two years from the date of purchase. The date on the purchase receipt is decisive. During this period, we will repair or replace your product – both free of charge. On some selected products we even grant a product warranty of 10 years. These products carry the All Day Tough warranty label. You can find more information at alldaytough.tatonka.com.
The warranty covers all defects in materials and workmanship. Among other things, damage resulting from improper handling or normal wear and tear (e. g., tears, scratch marks, abrasion, or UV damage) is excluded from the warranty. However, some of this damage can be repaired but this is associated with a fee. We can only tell you exactly what a repair will cost after we have seen and inspected the product.
And don’t worry: You will receive an offer or a cost estimate from us in advance. Costs only arise after you have placed a repair order with us.
