What is your return policy?
How fast will I get my stuff?
Where do you ship to?
Can you make me panniers/ a diaper bag/ a DJ case/ wheel bag etc.?
How do I work this strap system?
What is a boot?
What is a double liner?
What colours can I get?
When will you have more stock available on the web site?
Can I pay by cheque/money order?
What if I have another question?
Items that are dysfunctional due to manufacturer defect may be exchanged or returned for full refund. Non-custom items being returned for aesthetic/fit reasons may be exchanged with minimal shipping charges, or refunded for the original purchase price minus shipping and a 10% restocking fee. Pants and skirts are non-returnable as we are no longer producing them. As much as we would love to offer full refunds for all reasons, we’re just too small a company to be able to do so.
Items bought from website stock are shipped within a day or two and will usually be delivered within a week. Production and delivery of custom orders usually takes about 4 weeks, but this may be more or less depending on how busy we are. You will receive an estimate of delivery time when you make a custom request.
We’ll ship to anywhere in the world! Shipping is by courier or expedited parcel service and the cost is added when you purchase your item. While all of our goods fall under NAFTA and are thus not subject to additional duties within North America, they may be subject to certain import duties and/or taxes upon arrival in other countries. We cannot predict these fees nor take responsibility for them.
While we are occasionally able to fulfill custom requests such as these, we may not be able to due to differences in required hardware, equipment, or materials and techniques. When they are possible, these jobs may take significantly longer than our standard models, with appropriate increase in cost. However, we can certainly alter dimensions on our standard models, for $5 per dimension, as well as other details such as strap style/length or non-standard pockets at reasonable cost.
We realize people new to our heavy duty strap system may need a little guidance at first, so we’ve put together this awesome video to illustrate. We apologize for the production value – but then we’re bagmakers, not cinematographers!
The Protective Boot is an extra layer of fabric (either 1000D Cordura or Ballistic Nylon) on the base of the bag, an area which tends to get a lot of wear, thus extending the usable life of the bag.
Check out our colour lists here.
Often we’re busy filling orders, and don’t have much stock available. When we do make stuff for the website it can go fast, so keep checking back. You can also use our RSS feed to catch any new posts. If you want something you don’t see, just fill out a Custom Query form and we’ll contact you within a day or two with a quote, delivery time estimate and payment details.
We do accept personal cheques and money orders from Canada and USA if necessary, but will not ship until the item is cleared by our bank. Paypal is our preferred method of payment.
We’re happy to answer any question, no matter how outlandish, usually within a day or two. Feel free to contact us.