How do I submit a Warranty/Service claim?
What is the Warranty Policy?
Canada Goose products are made with the highest quality materials and craftsmanship, to protect you in some of the most extreme weather conditions, and we stand behind each one.
If you are a consumer located in Italy, you have right to the statutory warranty against defects of conformity. Accordingly, you may obtain repair or replacement for any such defect of conformity which arises within a period of 2 years after delivery, provided you inform us about the defect within 2 months from discovery of said defect. You may demand compensation or reduction of the purchasing price, if (i) the Products cannot be repaired or replaced or repair or replacement are excessively expensive; (ii) we did not repair or replace the Products within an appropriate timeframe; or (iii) the repair or replacement, as carried out, have caused significant inconveniences to you (for additional information please see our Terms and Conditions of Sale available here).
Without prejudice to the above-mentioned statutory warranty rights, products purchased from the Italian Online Store and from an Authorized Retailer are fully warranted to the benefit of the original owner against defects in material and workmanship beginning at the time of elapse of the statutory warranty and for the lifetime of the product. For the purposes of this additional warranty, “lifetime” means 6 years, including the 2-year statutory warranty period. Therefore, after the elapse of the statutory warranty, if a product fails due to a manufacturing defect, we will repair the product free of charge, or replace it at our discretion under this additional warranty. If the exact style is not available for replacement, a product of equal value and similar style will be provided. This additional warranty is void if the inside garment tags are removed. This additional warranty does not apply to knitwear, accessories or collaborations.
Both the statutory and additional warranties do not cover any repairs needed due to accidents, improper care, negligence, or normal wear and tear. In particular, the statutory and additional warranties will not cover repairs needed due to failure to comply with the cleaning directions on the contents label of the garment. In particular, please note the following cleaning directions:
Parkas: When your down-filled parka requires cleaning, it is important that you take it to a reputable dry cleaner and that you do not machine-wash it. Machine-washing your parka will make the warranty unenforceable. If your parka has a removable fur option, remove the fur ruff before dry cleaning. If you have a small stain on your parka, you can spot-wash with a mild bleach-free detergent and water.
Lightweights & Shells: Your lightweight down jacket or shell should be machine-washed in cold water using a bleach-free detergent. Do not dry clean and do not tumble dry. Simply hang your jacket to dry and iron on a cool setting if necessary.
For any damage not covered under the above statutory or additional warranties, Canada Goose may offer to repair the damage for a reasonable charge. If such an offer is made, we will discuss this with the consumer, prior to any repairs being made.
Note: In accordance with our Health & Safety Practices, in order for us to service your claim your item must be freshly cleaned. If your item has not been cleaned before it arrives we will be happy to clean it for you for a nominal charge, which we’ll confirm with you first.
For inquiries regarding our warranty, please call 800 14 69 69.
What does “Lifetime of the Product” mean?
Our products are fully warranted, to the original owner, for the practical lifetime of the product. This does not mean your lifetime, although we have often heard stories about our products being used well past thirty and forty years!
What is “normal wear and tear”?
We manufacture every product to meet our superior standards, but no matter how carefully you use and care for your Canada Goose product, nothing lasts forever. Gear used every day in the harshest conditions will degrade faster than someone who only wears their product once or twice per year. Eventually every product will begin to show signs of age and wear such as faded fabric or frayed cuffs, and we take this into consideration when assessing your warranty request. It may be that your product has simply reached its practical lifetime and is time to be replaced, and we hope you will continue to trust Canada Goose to protect you for your next adventures.
What isn’t covered under warranty?
When you’re busy chasing adventure, we recognize that accidents can and do happen. Although not covered under warranty, tears, rips or other damage to your Canada Goose product can be serviced through our repairs department for a reasonable cost. Improper care or negligence, such as storing your product while wet, keeping it sealed in an airless environment, or not following the care instructions on the contents label inside your garment will result in damages that are not covered under warranty. We will always do our best to repair them to working condition, however if we are unable to, we will notify you and discuss options.
Do I need to clean my jacket before sending it in?
Yes. For us to service your claim, your item must be cleaned before it arrives for the protection of our staff and in accordance with Health & Safety Standards.
To learn how to properly clean your product, please visit the Product Care page.
Will tailoring or altering my Canada Goose product void the warranty?
We understand you may wish to alter or modify your Canada Goose item to suit your body or needs. Should you choose to tailor your Canada Goose item, we will continue to provide warranty service to any un-altered areas of your item. We do recommend using the service of a tailor that is familiar with down filled product, and someone that you feel comfortable with, however Canada Goose does not have a recommended facility at this time.
Please note that you should never remove the tags from inside the garment as it will certainly void the warranty. Valuable information is located on these tags, which are needed to process your claim.
Do you provide alterations?
Unfortunately we do not have the capacity to perform custom alterations or modifications at this time.
How can I tell if my product is from an Authorized Retailer?
By purchasing from an Authorized Retailer, you can rest assured that the Canada Goose product is authentic and covered by the Canada Goose Warranty Policy. Canada Goose products are available in more than 50 countries worldwide. To find a list of Authorized Retailers in your area, visit Find a Retailer.
Will Canada Goose repair or replace my product?
If a Canada Goose product fails due to a manufacturing defect, we will repair the item at our expense. If the product is not repairable, or the cost of the repairs exceeds the value of the product, at our discretion, we may choose to replace the product instead.
I’ve got a question about my claim, who can I contact?
We will provide updates as we process your claim, but feel free to reach out to one of our Customer Experience Specialists by using the online communication tool within the warranty section or via telephone at 800 146969.
How long will it take to get my product back?
We aim to have your product back to you as quickly as possible so you can get back to exploring the great outdoors. Our typical turn-around time is four weeks from the time we receive your product to when it gets back to you. Please keep in mind that fall/winter is our busiest season for warranty and repair service. We promise to keep you updated with more accurate estimates throughout the process.
How much will it cost to get repairs done?
For any repairs covered by our Warranty Policy there is no charge to you. Non-warranty repair costs will vary, depending on the materials and length of time required. Once we have received and assessed your product, we will contact you regarding repair options and costs (if applicable).
Who handles shipping costs?
Customers are responsible for the cost of shipping items to Canada Goose, and Canada Goose will cover the return shipping costs. Please ensure that you ship the product using a carrier that can provide you with tracking information and proof of delivery. You are responsible for your product until we sign for its delivery.