Jansport Warranty Center

Sent my JSWerks EXOS 2 bag to this center on October 13^th. Have not heard back till date… It is almost 2 months now. I am wondering how reliable the warranty policy is, may be the process is broken as bad as the bag was. Have proof of delivery that the bag reached there.
Any response would. have made a difference. When I emailed them, all I got was a auto-​response email saying they will respond to my request pretty soon. But no response at all.
If you cannot repair things or respond to requests, please remove the unlimited warranty policy.

Absolutely the best warranty service will recommend their products to anyone I know buying a backpack.

Their warranty is literally amazing. I sent in my Jansport backpack from 2004 (it had holes on the bottom, the zipper got stuck and thread was falling apart and it was beat up!). Here is a timeline and also instructions for those who want to send it in. It doesn’t hurt to send it in and they really do honor their warranty.
1. Fill out this warranty form here:
2. Put your backpack into ANY type of box you can roll it in. I shipped mine via USPS via 2 day delivery and it cost me $ 7.
3. Wait to receive and e-​mail from Jansport stating they have received your pack and they will give you a service action number.
4. Call them at (800) 426‑9227 if you haven’t heard anything back within a week or haven’t received your fixed bag.
Now my bag was beyond repair. However, they set me up with a comparable backpack and I received it within 2 days! And not only that I changed my mind on the comparable backpack I had originally gone with, so they not only sent me a return label for me to return the brand new bag, but also sent me the new backpack I chose! They allowed me to choose a bag up to $ 65. So awesome! And their customer service is amazing. I have called them over 6 times and each customer representative I have dealt with has been kind and courteous.
Here is the timeline of my return in case you’re wondering how long the process takes.
August 25 — Sent my backpack via 2 day shipping through USPS.
Sept 4– Jansport e-​mails me acknowledging receipt of the bag.
Sept 14– I call Jansport asking for an update about my backpack. They said they are unable to fix it, but can send me a comparable backpack.
Sept 15: I call again wanting to change the backpack that I had originally gotten.
Sept 18: I receive the backpack I changed my mind on.
Sept 20: I return the backpack.
Sept 24: Received a brand new Jansport backpack. WOOT!

I usually never write reviews but this was too good not to write. my backpack was worn down with holes, rips, broken zippers… You name it. But the Jansport customer service was amazing. Everyone is extremely helpful and friendly. The process was so easy and I’m overall so glad I chose jansport. They value their word!

Awesome service! I shipped my backpack to them and received it fixed in 2.5 weeks! I’m very happy.
If you are going to submit your backpack for repair:
1. Go on their website and read about the warranty details.
2. Print out the warranty form and fill it out.
3. Ship your backpack with the form to the address.
4. Wait for a few weeks.
5. You’ll get your backpack all repaired (or new)
It’s pretty simple! I really love how they honor their lifetime warranty. My backpack works great, it was fixed in just a few weeks, and it was FREE from the warranty. I have absolutely no complaints. Happy as can be.
Stellar company.

My old Pack Du Jour came back repaired magically!!!
It took only one week and they repaired almost unusable (busted shoulder straps and hook, much broken seams making huge holes, and busted zipper) pack into a beauty!
They don’t make this old-​school pack with shoe compartment anymore so I am extra happy they took their effort to repair it instead of replacing with a new one.
What impressed me most is that they reused all parts that are still usable and replace only those that a needed to do so. They reassemble entire pack with these mixed old and new parts seamlessly.
I love the fact that we have this kind of great customer service remaining in the US.
I received you love, JanSport. It is now my turn to love you back even more!

I have always known that Jansports are the best backpacks around. They last forever. Of course my son somehow managed to bust the zippers on his. He has done this every year with various backpacks. I looked online to see exactly what the warranty covered. I filled out a simple form and paid 5 bucks to mail the backpack in. I received a confirmation email three days later and the repaired backpack yesterday. In less than a week, my son had his backpack back. Good as new. I appreciate a company that stands behind their product.

I just skimmed through the reviews here and ah, mine’s pretty similar.
i’ve had a jansport since middle school back when all the cool kids were getting it and wrote my requisite white-​out scribbles all over it but at some point the zipper messed up and i think in high school i heard about the lifetime warranty and at the time believe i dropped it off at my local Sport Chalet and picked it up later with the zipper replaced. i was a bit bummed because i had hoped to get a brand new backpack, but oh well, this would do.
fastforward to like a week ago when i took this backpack on a fishing trip and wondered why i hadn’t been using it when i saw that the zippers were all messed up again. oh, yhea, that’s why, i thought to myself. the zippers seemed beyond repair. i would try to back it up all the way to its starting point but it would unzip itself, like the teeth weren’t property aligned. i figured i’d just toss it. it was old, had lame existential writings on it, and smelled a tiny bit, but then i was like uggghhhh maybe i can get it repaired like i’m from the 1800’s instead of just getting something new like usual. i went to the website, saw that now i had to mail it in myself, preferably with delivery confirmation and insurance, and $ 6.85 later, sent it off on a saturday, figuring i’d be without it for some 6 – 8 weeks, the industry standard for anything to get done.
so when i got a package by my door on thursday, THURSDAY, that’s 4 business days after i sent it in, i did not thing this was my old backpack, also because the return address said North Face (which made me wonder, did someone buy someone out? or do they subcontract out repairs to north face, or does it matter?), but when i tore it open, it was indeed my old backpack but with every zipper seemingly replaced and working very well.
four days is amazing. it’s almost miraculous. i feel like it must’ve been fixed the day it came in for it to arrive so quickly. that’s just unheard of. next time i will get a jansport i will not cover it up with adolescent musings and will be glad to know that its lifetime warranty is for real.

The back story: my parents bought me a great JanSport backpack in middle school… it lasted me all throughout middle and high school, endured being thrown around, walked on, stuffed to the brim, you name it. Life was rough for this backpack. When I graduated, I promptly forgot about it, and it languished for years in a closet at my parents’ house. I found it around two months ago, just before a trip to Orlando, because I knew a backpack would be far more practical in a theme park than a purse. It still had my calculus notes from senior year in it! I had forgotten that the zipper had separated from the seam on the side, but a large safety pin that had been put in there seemed to do the trick.
After my trip, my dad reminded me that JanSport had a lifetime warranty. Intrigued, I went on their website, and sure enough it said to send it to them in California, no receipts needed. So off my trusty green pack went. I took USPS at their word that «if it fits, it ships» and stuffed the pack into a flat rate envelope. It was tricky, but it worked! What didn’t work was the post office’s tracking number, so I reached out to JanSport via their website’s contact form to see if my pack actually arrived. Valerie from their warranty department replied a few hours later (yes, hours… not days!) to ask for my tracking number, and found the pack in their warehouse. She informed me that it was being replaced, and told me when it would ship out.
So I got home this evening to see a FedEx box at my doorstep, and there was my brand-​new replacement backpack! Talk about excellent service, and really standing by your product. This kind of warranty is certainly rare (they replaced a 14 year old backpack with no proof of purchase or anything!), and if I ever need another backpack or luggage, I know what company I’m going to seek out first!

For years I’ve known about Jansport’s ‘Lifetime Warranty’ but never had the chance to use it (though it would have come in handy as a kid lemme tell ya).
But then my favourite blue backpack finally, after literally almost ten years bit the dust. It’s ragged bottom and strap having become so frayed it was barely usable.
So I stuck it in a envelope with a note begging them to fix it if they could, because yes, it’s my favourite, and sent it off (for about four dollars) to Jansports warranty addy listed on their website.
Three weeks later my bag came back, a brand new blue patch on the bottom and the strap re-​sewn. I giggled for like five minutes that they’d sent me my baby back.
Go Jansport!

I wish I could send this to every person who is in the market looking to buy a piece of luggage. Recently, the pull-​out handle broke on my small soft-​sided 4 – 5 year-​old suitcase. I took it to LuggageWorld to get a repair estimate and they said the handle was too specialized and advised me to break off the part that was broken and use the stub. That was a feasible solution but would have looked sort of weird.
I contacted Jansport and they said if I sent the suitcase in they would repair or replace it. It cost me $ 15 to mail it via UPS and 2 weeks later I got a call asking f I would accept a replacement in a different color.
Voila! I now have a new suitcase. This kind of warranty is unbelievable — I did not submit any receipts or tags. Nothing. I didn’t have any.
I’m not buying any other brand from now on. Jansport, you get 10 stars!