Q What are the biggest problems you encounter?

A Matching the colour of the fabric, typically there are several shades of one colour and each dye run will give a slightly different shade. Fabric availability can also cause complications as most of the leading out door manufacturers are now manufacturing overseas. Every problem has a solution however and we will provide you with the best available options.

Q How do you overcome these problems?

A We are renowned for our creative repairs. This basically means we insert a panel or flash in the same fabric but use a contrast colour in order to make the panel/flash look part of the jacket.

Q Are all Gore-tex repairs guaranteed?

A Yes we guarantee the original repair for a period of 6 months, this does not include wear & tear or accidental damage. Should the repair carried out fail within this period we will repair the product again free of charge.

Q Are there some repairs that are just not possible?

A Yes, We are committed to give value for money and a high quality service, unfortunately on the odd occasion it may not be economically viable to carry out a repair. On such occasions we will advise that this is the case and recommend that that any monies spent on repair would be better put towards a new purchase.

Q Can I claim on my insurance?

A In some instances it may be possible to claim on a home or car
Insurance policy if your policy covers accidental damage. We would recommend that you check this with your insurance agents or at least review the terms of your policy. In the case of damage by a third party we do offer an insurance quotation at a small fee of £10.50

Q Can I wash my waterproof garment?

A Yes, in fact any waterproof fabric will benefit from washing and reproofing.
In all cases when washing your garment the manufactures washing instruction must be adhered to. However we do provide on request a wash/care sheet, which gives a step-by-step guide on how to wash and reproof your jacket,

Q Is it possible to have my waterproof garment altered?

A Yes, we do offer an alteration service. In most instances we are able to take in, take out, lengthen or shorten most garments.

Q How do I go about getting my equipment repaired?

A In the first instance the product must be forward to Tundra. We always recommend that this is done by either registered or recorded post. Once we have received your product we will assess the problem and write to you. This informs you that you we have received the item safely, provides you with a quotation (of which there may be a couple of options) and advises on how payment can be made. NO REPAIR IS CARRIED OUT WITHOUT PRIOR AUTHORISATION.

Q What if I am not happy with the repair carried out?

A In the event that the repair carried out is not to your satisfaction, we will request the product be returned to us, giving us the opportunity to put right any problems or concerns you have.

Q Once I have sent my equipment how long will the repair take?

A We quote 10 working days however this may increase to 15 working in our very busy period. Should a repair be required earlier than the time stated we will endeavour to meet your deadline.

Q Can you recommend the best method of washing and reproofing my Garment?

A Washing instructions can be found in either the inside seam or pocket of the garment when it is sent out.

1 Ensure all zips are closed
2 Machine wash at 40 degrees in NON biological powder only
3 Do not use any softeners or conditioners
4 The garment can be tumble dried at a low setting for approximately 20-25 minutes but must be removed from the drum immediately the machine stops. (In some cases this will rejuvenate the water-repellent property of the face fabric).

The Gore-Tex outer layer in all cases is treated with a water -repellent chemical, this causes the water droplets to bead and run off the garment. Within time the outer treatment deteriorates, however tumble-drying can rejuvenate it. In some cases the chemical may have totally worn out. From the products available in the market place we have found, that Grainger's superpruf or TX Direct Spray SPRAY ON - NOT WASH IN (which should be available from most outdoor retailers) gave good results in water repellency without affecting the garments breathing too much.