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Backpack Zipper Broke or a Seam Opened: What to Do and What the Warranty Covers
November 15, 20264 min read
A broken zipper, an opened seam or a handle that came loose on a backpack is covered by our 12 month warranty, as long as it wasn't caused by unusual use. First check whether the slider simply came off the teeth, because that you can fix yourself. If not, send us a photo and your proof of purchase, and we will tell you what happens next and whether it is free.
Products in this guide
First check: the slider, the teeth or the seam
Not every "broken" zipper needs a repair. Three situations look alike and are handled differently:
- The slider came off the teeth on one side. The zipper opened all the way and the slider is left on one side only. Most of the time you can put it back gently, by hand or with pliers and a light squeeze only. Our support team sends customers a short video that shows exactly how.
- The zipper closes and opens again right behind the slider. Usually the problem is the slider, not the teeth. A slider that broke or stopped closing is exactly what the warranty covers.
- Teeth are missing or the zipper tape is torn. This isn't a home fix. The zipper has to be replaced in a workshop.
On a brand new bag it also happens that the zipper catches on the lining and won't close all the way. That is normal for a bag nobody has used yet: once you fill the compartment and open and close it a few times, the fabric settles and the zipper runs smoothly.
A seam that opened or fabric that tore
A seam that came apart where a shoulder strap or handle joins the bag, without any special load, is a defect the warranty covers. What matters is whether the thread came loose or the fabric itself tore. When the thread opens, you see both pieces of fabric whole, with the stitch holes. When the fabric tears next to the joint, that is a tear, not a seam, and repairing it is usually not worth it.
Don't wait. A seam that starts to come apart keeps opening with every day of weight on your shoulders, and what started as one thread can turn into a tear in the fabric. And don't glue or sew it at home before we see it, because then it is hard for us to tell what happened.
What the warranty on a backpack covers
Bags and backpacks carry a 12 month warranty on all their parts, unless the product page says otherwise. It covers:
- zipper sliders that broke, jammed or stopped working, not through misuse
- seams that came apart without any special load
- handles, buckles and clips that came off or tore
- manufacturing defects, such as faulty stitching or a flawed material found in normal use
It doesn't cover cosmetic damage such as scratches and stains, natural wear from years of use, unreasonable use, or damage caused by someone else, for example an airline or a shipping company. It starts on the purchase date on your invoice, and for a product we shipped ourselves, on the actual shipping date.
How to open a claim
- Take a close photo of the zipper or the seam, and one more of the whole bag.
- Add your invoice or your order number.
- Send them to our support team through the warranty form.
When the repair is under warranty, it costs you nothing, and we will tell you how to get the bag to us. When it isn't, for example after more than a year or when the fabric itself tore, the price depends on what needs doing, and we quote it from the photo.
What to do until the bag is fixed
A laptop compartment zipper that won't close is the most urgent case. Don't leave the laptop in an open compartment while you walk, because one bend is enough for it to slide out. Move it to the main compartment, if that zipper works, or to a separate sleeve until the bag is back.
When a seam on a shoulder strap has started to open, go easy on that strap: take the heavy things out of the bag and don't carry it on one shoulder. That way the seam doesn't keep coming apart before someone looks at it, and the repair is more likely to stay a simple one.
What to look for in your next bag
Zippers and seams are the hardest working parts of a backpack. When you choose a bag for daily use with a laptop and books, look for three things on the product page: strong metal zippers (the description sometimes says "#10" or YKK), double or reinforced stitching where the straps join, and a reinforced top handle. The Skippy for 15.6 inch laptops has double stitching and #10 metal zippers, and the Drovanis Xtreme and The Lensvik have YKK zippers.
Habits make a difference too: don't pull a zipper around a corner when the bag is overfull, don't lift a heavy bag by one handle when you can use both straps, and keep the weight close to your back. More on choosing a bag that lasts is in our backpack buying guide, and if you also own a suitcase, our suitcase warranty guide covers what happens when one breaks.
Frequently asked questions
How much does it cost to replace a backpack zipper?
When the bag is under warranty and it is a defect rather than misuse, the replacement costs nothing. Outside the warranty the price depends on the type and length of the zipper, so we quote it from a photo you send us.
Do you repair other brands' bags?
Send a photo and we will tell you. Every maker uses its own zippers and materials, so we don't promise a repair before we have seen the bag.
My zipper opens by itself when the bag is full. Is that a defect?
When the zipper splits behind the slider even without load, the slider is usually worn or damaged, and that is checked under warranty. When it only happens with the bag packed beyond what it is built for, the zipper is simply overloaded, and it helps to move some things to another pocket.
What if more than a year has passed since I bought it?
Then the repair is paid, and we quote it from a photo. Some products state a different warranty on their page, so check there first.
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