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Frequently Asked Questions

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Clothing

I have torn a hole in my down / feather / synthetic puffer jacket
There are two options for repair:

If the hole/tear is smaller than a 50c coin we can repair the tear with a permanent heat applied patch. If the damage is larger we can replace the damaged panel with colour matching or closest colour matching fabric. Replacing the panel is as close to an as new repair we can offer. 
My waterproof jacket no longer keeps me dry.
We can pressure test and asses the integrity of your waterproof garment. We can restore the performance of your garment with a new treatment of DWR or if required we can re tape the exposed seams with new Gore-Tex® tape.
Can you perform alterations to clothing?
We can do alterations to almost all technical fabric garments. This includes rain/waterproof jackets, pants, puffer style down/synthetic jackets, ski gear, sailing gear and motorcycle garments and apparel.

Pack

A buckle on my pack has broken or is lost. Do you have a replacement?
We carry many buckles to fit most models. If we do not have the exact match, we can supply a brand-new full buckle and sew it into your pack.
The shoulder harness on my old Macpac pack has failed with age, can I fix it?


We can install brand new frame guides on your beloved old Macpac. The new guides are constructed by cordura and webbing and will not perish like the original plastic/rubber guides and it will last many more years. Or alternatively, we can potentially fit a set of brand-new complete shoulder straps.
I have a hole in my pack, can you patch it?
Yes, we can.
We can patch the tear with the closest colour matching fabric and grade. Generally we use cordura or canvas on packs.

Sleeping Bags

My sleeping bag zip no longer zips up, can you fix it?
Yes we can. We can replace sliders and replace entire zips on synthetic and down sleeping bags, we can also ensure they marry up to second bags if required.
Can you make my sleeping bag warmer?
We offer 2 standard services on down sleeping bags. The first being a standard wash, where we wash, remove all contaminants from the existing down, re-loft and re-distribute the down evenly amongst the baffles. The second service is a full rejuvenation, where we wash the bag as above, then boost the bag with an additional 100 grams of 800+ high lofting down giving you bag an extra 3 to 4 degrees of warmth
Where does your down come from?
All the down we use on our premises is 100% down certified and recycled. We source down through the distributors and brands that we repair with, down is recycled from not fit for sale items. This down is cleaned, graded and sorted on our premises and re used in our repairs and boosting services. 

General info

How do I get my item to you?
We are open monday-thursday 9am to 5pm, on a friday 8am to 4pm and the last Saturday of each month from 9am to 12noon (closed when the Saturday falls on a long weekend). You are welcome to come into our store any time during these hours.

Alternatively, items can be sent to us. Please attatch a note with your contact details. Once we receive and assess the item, we will contact you with a quote for your approval prior to proceeding.
How can I pay for my repair?
Payment is required prior to us sending your item back to you. Once we have received and assessed your item, we will contact you with a quote / invoice for you to approve and pay prior to repairs and despatch. Payment methods are credit card, or EFT. Instore, we accept cash, Mastercard and Visa.
What is the turnaround time on repairs?
Estimated turnaround time on repairs is 14 days. Express jobs can be accomodated but a $25 express fee will apply.
What can’t you repair?
Sometimes we are unable to repair some items. These are some of them.
o Walking poles.
o Re soling shoes / boots.
o Hard luggage / suitcases.

What are your opening hours?
Hours of operation are 9am to 5pm Monday-Thursday, 8am to 4pm Fridays and the last Saturday of each month from 9am to 12noon.
*If the the last Saturday of the month should fall on a long weekend or a Public holiday we will be closed.*