Frequently Asked Questions
Below is a list of some of our frequently asked questions:
Can I change or cancel my order?
- We are only able to make changes if your order has not started its fulfillment process. If a change is necessary please contact us as soon as possible after placing your order. We cannot guarantee changes can be made after an order has been placed.
Can I use more than one promotion code on my order?
- Only one promotional code is valid per order. The promotional code with the greater value will be applied to your order.
Do you offer free shipping?
- Yes, we offer free shipping on all orders over $30.
Do you provide return shipping labels?
- We do not provide pre-paid return shipping labels. Items that need to be returned are to be paid by the customer. If your bag is defective or damaged please contact us and we can better assist you.
Do you ship internationally?
- We do not ship internationally.
How can I check the status of my order?
- Check the status of your order by opening your order confirmation email. In that email you can click the track shipment link to view your order status.
- Please check your spam folder if you have not received a confirmation email.
- Please contact us if you did not receive a confirmation email.
How do I process a return or exchange?
- If you are unhappy with your purchase and want to return or exchange your item, you can do so by following the steps listed on our Returns / Exchanges page.
How long will it take to receive my order?
- Orders are typically processed within 1-2 business days and shipped from our California warehouse. Shipping normally takes 3-5 business days to arrive after the order has been processed.
I ordered multiple items and I did not receive my complete order. Where's the rest of my order?
- If you have ordered multiple items it is possible that your order was shipped in multiple shipments. If you have only received 1 item please feel free to contact us and we can look into your order. Typically the remaining items from your order will arrive in the next business day.
I received the wrong item what should I do?
- We apologize for any inconvenience. For us to better assist you, please send us an email at email@example.com with the following information:
- Full name
- Shipping address
- Order number
- Picture of the item you received
- Once we receive that information one of our customer service representatives will assist you in getting the correct item.
Is my item under warranty?
- All items carry a 90 day warranty
My bag broke and it is past the return window. What can I Do?
- All of our products carry a 90 day warranty. Please contact us if your item was damaged after you received it.
My bag was received damaged, now what?
- If your item was damaged upon delivery, we apologize for the inconvenience. We ask that you send us an email at firstname.lastname@example.org with the following information:
- Full name
- Shipping address
- Order number (or where you purchased your bag)
- Picture of the damaged item
What payment methods do you accept?
- We accept all major credit cards, Apple Pay, Amazon Pay, and PayPal.
Where can I return my Amazon order?
- If you placed an order on Amazon you will need to process your return via Amazon. You can learn more about the Amazon return policy here.
Where is my order?
- Thank you for your order. Orders are processed in the order in which they have been placed. Orders normally take one to two business days to process. Once processed, your order will be packaged and shipped and should be received within 3-5 business days.
Where is my order confirmation email?
- After each order has been placed you will receive an order confirmation email within a few minutes. If an hour has passed and you still have not received your confirmation email please check your spam folder. If you are still unable to locate your confirmation email please contact us.
When will I receive my refund?
- If you have sent back your item, your refund will be processed within 3-5 business days after your item has been received and inspected.
Why is this bag different from the last one I bought?
- If you have purchased an item from us in the past, it is possible that there have been slight changes made to the features and design of our items. Over the years we have made some changes, so we encourage you to read the full product description to ensure it has all the same features you are looking for.
If you still have questions please feel free to contact us and one of our customer service representatives will be able to assist you.