Frequently Asked Questions

Email us at with more questions or feedback.

Orders, Shipping, Returns

How do you ship?

We offer free standard shipping on all US orders $99 and over. Flat rate international shipping with UPS Worldwide is available to most countries around the world. Learn more here.

How long will it take to receive my order?

Standard shipping in the US is 3-6 business days once the shipment has left our warehouse in California. Generally, customers on the west coast can expect to receive their order within 3 business days and customers on the east coast should expect the full 5 business days.

Can I change/cancel my order?

If you need to change or cancel your order, please email as soon as possible. In most cases we are able to make changes as long as the order has not shipped.

What is your return policy?

We accept returns within 30 days from the delivery date for all US orders. All returned items must be unused and in their original condition. For orders $99 and over, a $10 return label fee will be deducted from the refund amount to cover the cost of return shipping. Returns can take up to 2 weeks from delivery to process. Once a refund has been processed, it can take 1 to 3 business days to post the refund to your bank account. Start the return process here.

Do you accept international returns?

Unfortunately we do not offer international returns or exchanges at this time due to the complexities of return customs and fees.


Where are your products made?

All of our soft goods are made in China, and our Carry-On is made in Taiwan with experienced manufacturers known for their high quality and craftsmanship. Our factories are committed to fair working hours/pay, proper living conditions, and strong workplace safety for our workers.

How do I clean my bag?

Please use a damp cloth and mild detergent or a disinfectant wipe to spot clean. Afterwards, hang dry outdoors or in a well-ventilated area out of direct sunlight. Do not machine wash your bag because this can lead to damage.

Are your bags waterproof?

All of our bags are triple-coated with polyurethane for water-resistance. However, "water-resistant" does not mean "waterproof" because the seams are not taped so water can still seep in under extended exposure to rain. We recommend a Rain Cover or an umbrella for rain showers.

What is the difference between the 1680D Cordura® ballistic nylon and the Gray 700D Cordura® exterior?

The "D" stands for denier and it has to do with the thickness of the fibers. The bigger the number, the thicker the fibers. Functionally for daily use, the difference in durability and water-resistance is negligible. A standard backpack uses 100D-600D fabric, so both of our fabrics are considered extremely durable and abrasion-resistant. The main difference is in the look and feel of the fabric. The ballistic nylon looks more technical and has a slight sheen while the Gray is more lifestyle and matte.

Do you have a lifetime warranty?

Yes! For evaluation, please contact us at We will provide you with a warranty claim form and the necessary information on how to send your product to us. Learn more here.