CRAFTS CARE
reaches the end of its life.
“Repair as long as possible”—at a price that allows you to continue without giving up
.
That is CRAFTS CARE’s “philosophy of walking alongside you.”
CRAFTS CARE’s 4 Philosophies
- 90-Day Warranty for Manufacturing Defects + Repair Support for Long-Term Use
- We’ll do our best to help, even if the product is discontinued or parts are unavailable
- We’ll work as fast as possible to get your order ready for your next camping trip
- Artisan craftsmanship at surprisingly affordable prices
From the day you buy it, it becomes a lifelong companion.
Why not join us in shaping the “next chapter” of this tool’s journey?
We view our aftercare not merely as a “repair service,” but as
“the job of taking care of your cherished companion.”
Whether it’s a tent or a fire pit, as you use them over time, they’ll develop scratches, change color, and become
imbued with your unique memories.
Those very changes are what give our gear its character—and embody the essence of travel itself.
That’s why we refuse to create products based on a “sell-and-forget” mentality
, where the relationship ends the moment something breaks.
As long as there’s a way to fix it, we want to find it together.
Born from that spirit is TOKYO CRAFTS’ CRAFTS CARE.
The more you use your gear, the more it becomes your partner.
Scratches, stains, and colors changed by heat—all are records of your unique journey.
We begin by engaging with the tool and listening closely to its story.
A torn piece of fabric or a scorch mark that fits your hand—these are proof of your journey.
That’s why we don’t want it to end the moment it breaks.
Even if it breaks, it’s not the end.
Our role is to provide the best possible care to get you back on the road.
What caused the problem? How can we get you back out in the field?
More than just thinking, “Maybe we can fix it,” our first thought is, “We want to fix it for you.”
TOKYO CRAFTS’ after-sales support—CRAFTS CARE—
began with this sentiment from our craftsmen.
What is CRAFTS CARE?
CRAFTS CARE is a restoration service exclusively for your gear, beginning with a dialogue with your tools.
Our artisans touch each item by hand, interpret the meaning behind every scratch, and select the optimal treatment.
So that we can be by your side from the very
day you purchase it.
This is TOKYO CRAFTS’ unique program, born from that sentiment.
90-Day Warranty for Initial Defects + Repair Support for Long-Term Use
- This period is designed to give you peace of mind as you begin using your gear outdoors for the first time.
・Even after 3 months, we’ll propose repairs or alternatives based on the principle of “repairing as long as possible.”
We’ll handle discontinued items whenever possible
, and even without official parts, we’ll work with you to find alternatives.
Our commitment to facing challenges head-on
—except where material properties limit us—means we’ll repair as long as possible.
Adjusting for your next camping trip
—if you have a specific date in mind, we’ll do our best to accommodate your schedule.
CRAFTS CARE offers thorough care by experienced craftsmen at an affordable price.
We will continue to support your journey with your gear, without giving up.
The CRAFTS CARE Team’s “Overly Attentive Care”
We, the CRAFTS CARE team, are first and foremost a group of people who simply love gear.
Artisans who love mountaineering and have been repairing and selling used gear.
Artisans so dedicated to craftsmanship that they even make their own work clothes.
The moment they see the gear brought in, a natural desire wells up within them:
“We want to do
whatever it takes to restore this to a usable condition.”
If we aren’t satisfied with the result, there’s no way our customers will be either.
That’s why we approach each piece of gear with care, identify the root cause
, and choose the best solution.
Scratches and stains are part of the journey it has taken.
That’s why we want to restore it to a condition where it can take you back to that place once again.
This mindset of our craftsmen is the very foundation of CRAFTS CARE.
Before/After 修理実例
Here are some examples of repairs performed by CRAFTS CARE.
【MacLight】
Before Repair
A condition where the hinge has warped due to heat and weight, making it difficult to open and close.
After Repair
We carefully corrected each misalignment in the hinges and reshaped them. After readjusting the moving parts and completing the necessary repairs, we restored the functionality and reliability needed for it to perform well in the field once again.
【Effica】
Before Repair
A large tear has developed in the canopy, leaving it unable to protect against rain and wind.
After Repair
Reinforced with the same material and sewn with even tension on all four sides. It has been restored to a state with even greater durability than before the repair.
No matter what item you have, please consult us first if you encounter any issues.
Even if parts are unavailable or the item is discontinued, we’ll work with you to find a solution.
If you have a specific date in mind for use, we’ll do our best to accommodate your schedule.
Warranty Details/Coverage
◇90-Day Warranty for Manufacturing Defects
*Manufacturing defects are defined as issues occurring during the first use after purchase.
◇Repairs Accepted for the Duration of the Product’s Lifespan
◇Repair Period
Approximately 1–2 weeks (We will prioritize your intended usage date and adjust the schedule as much as possible.)
*Depending on parts availability and repair volume, the repair period may exceed the timeframe mentioned above.
We will contact you again with the exact delivery date after diagnosis.
◇Important Notes Regarding Warranty Coverage
- If we cannot verify your purchase information (order number) via the delivery slip or order confirmation email, the product will not be covered by the warranty.
- We cannot address issues caused by user negligence or improper handling, such as damage or air leaks.
- Damage or malfunctions resulting from violations of laws and regulations are excluded from the warranty.
- Defects resulting from insufficient maintenance, improper servicing, or a lack of understanding of the product’s structure are not covered by the warranty.
- Damage resulting from conditions exceeding the scope of normal use, such as use not in accordance with the instruction manual or use involving excessive loads, is not covered by the warranty.
- Products that have been modified, disassembled, had parts replaced, or adjusted by anyone other than our company, or malfunctions caused by such actions, are not covered by our support.
- Damage deemed to be caused by improper handling, such as dropping or impact during transport by the customer, is not covered by the warranty.
- Expenses incurred as a result of the malfunction (e.g., costs of renting a tent locally) are not covered by the warranty.
- Deterioration caused by long-term storage or lack of maintenance (e.g., peeling paint, corrosion of plating, discoloration of resin parts, peeling seam tape, mold, etc.) and wear or deformation of consumable parts (pegs, ropes, poles, etc.) are not covered by the warranty.
- For battery-powered products, malfunctions or damage caused by battery failure are not covered by the warranty.
- Minor irregularities (such as noise or vibration) that do not interfere with use, as well as very small scratches on the surface, are not covered by the warranty.
- Minor issues that can be resolved through simple adjustments by the user are not covered by the warranty.
- Repairs performed without our notification or approval, as well as malfunctions resulting from adjustments or repairs performed at other stores, are not covered by our support.
- Failures or damage caused by natural disasters such as earthquakes, lightning strikes, fires, floods, or salt damage are not covered by the warranty.
- Products purchased as used or resold items (excluding official outlets), as well as products that have been transferred to another owner, are not covered by the warranty.
- Products used in situations where they are used by an unspecified number of people, such as rentals, are not covered by the warranty.
- Products purchased outside of Japan or used overseas are not covered by the warranty.
- Additionally, the warranty does not apply in cases where we determine that a paid repair is appropriate.
Frequently Asked Questions
1. Repair Requests and Acceptance
- There is an issue with the product, and I cannot determine if it is defective. What should I do?
- I am not a registered member. Can I still request a repair?
- Can you repair outlet items or older products (discontinued items)?
- Can I have products repaired that were purchased from other websites (unauthorized sales channels)?
- Depending on the issue, might repairs be declined?
2. Sending and Picking Up Repair Items
- Can I bring items for repair directly to the headquarters (office)?
- Do you offer a product pickup service?
- I don’t know where to send my repair item. Where should I send it?
- When sending in an item for repair, is it okay to send only the damaged part?
- There is no suitable cardboard box for shipping.
- Do you have a preferred shipping carrier?
3. Handling and Precautions for Repairs
- The tent I want to have repaired is wet from the rain. Is it okay to send it as is?
- Do you offer a drying service for wet tents?
- While you’re having this repaired, could you also check if there are any issues with other parts?
- I don’t want any repair marks left after the repair. Can the fabric be reupholstered?
- Is it okay to use commercially available water-repellent spray on tents and tarps?
- The zipper is frayed and won’t open or close properly. Can it be repaired?
4. Changes and Cancellations During Repair
- Can I cancel after receiving a repair estimate?
- I would like to cancel the repair request itself.
- My email address or shipping address has changed since I submitted my repair request. Can I update this information?
- I would like to check the return status or repair status of my item.
5. Payment and Other Procedures
- Can I use points to pay for repair costs?
- Can you issue a receipt after the repair is completed?