Repair FAQs

We ask that customers ship their gear to us for repairs. Your assigned Gear Specialist will be in touch with all of the details on where to ship your gear ASAP once a case has been created.

In most cases, we ask that you send only the parts of your tent in need of repair, and the repair team appreciates it when the damage is marked with masking tape so they can quickly identify it. We will make sure to specify the rare cases where we ask for the whole tent to be returned to us.

We have set pricing for general repairs; however the final cost will depend on the nature and extent of the damage, and how much work is needed to restore your gear. Typically, a poleset repair will be between $20-50, small rips and tears can be fixed for $15 per tear, and zipper sliders are replaced for $15 per door. We will contact you prior to repairing any items if the repairs are expected to exceed $100.

Absolutely! Photos of the damage can help us get into the neighborhood, and once we have the gear in-hand we can provide a ballpark estimate before any work is done. Please note that this will cause delays in the repair process, so if time is of the essence, let’s get it fixed ASAP!

We view most repair tapes as permanent repairs. The goal in repairing a tear is to seal it up, and while we will sew a tear shut, gear tape accomplishes that goal just as well. If properly applied will provide a lasting seal. We don’t want to damage your tent further by trying to remove it, and oftentimes the residue left behind when gear tape is removed will prevent us from being able to sew through the area.

We always try to find a solution! If we’re unable to repair a part of your tent, or if the cost of the repair will exceed the cost of a replacement, we will scour our warehouse to find replacement parts to keep the gear up and running. If we are out of stock of the part you need in either new or used parts, we can have you return the remainder of your tent for credit or a discount on the purchase of a replacement.

Every item that is returned to us undergoes a thorough warranty inspection. We’re unable to determine warranty coverage until we’ve had the chance to personally inspect the gear. Any warranty damage will be repaired or replaced at the discretion of Big Agnes.

Learn more about our warranty policy.

We try our best to have repairs completed within 7-14 business days from the time we check it into our repair center. During the summer when we have a higher volume of repairs, this may be extended. Please know we are working as quickly as possible to repair your gear and get you back out in the woods! 

Once your repairs are complete, the Gear Specialist assigned to your case will email you an invoice which allows you to pay for the repairs online at your leisure (US & Canada only). You can also reach us by phone at 877.554.8975 between 10-4PM MST Monday-Thursday, and 10-1PM Fridays.