FAQ
Find answers to our customers most commonly asked questions. Need more help? Contact us here.
Ordering
Can I cancel or modify my order?
If we can, we’ll help you modify or cancel your order, but oftentimes our speedy fulfillment team can ship out orders same day, in which case we won’t be able to. If you’d like to modify or cancel your order, reach out to our customer care team here.
Missing an item from your order?
We're here to help! Contact us here with your name, order number, email address used to place the order, and the item missing. We’ll make it right!
My order has shipped, but I think it's delayed.
Unfortunately, from time to time delays with our carriers USPS and UPS can occur that are beyond our control. Please allow 2-3 business days for UPS 2nd Day Air delivery, 3-5 business days for UPS Ground delivery, and 5-7 business days for USPS delivery of your order before contacting our customer service team. After that, contact us here. Include your name, email address, and order number so we can help.
How do I change my payment method?
Double check your payment method before you complete your order—we are unable to modify or make edits to a payment method once an order has been placed.
How do I change my shipping address?
If we can, we’ll update the shipping address on your order, but oftentimes our speedy fulfillment team can ship out orders same day, in which case we won’t be able to. If you’d like to change your shipping address, reach out to our customer care team here.
Returns
What is the Return Policy?
Changed your mind? Returns are free! Returns & exchanges will be accepted within 45 days of purchase for unwashed, unused items in new condition accompanied with the original barcoded clear bag. Sale items are not eligible for return or exchange. One free return shipping label or one free exchange are available per order for US orders. International orders are responsible for return shipping costs. No refunds on shipping fees paid. Please allow 3-5 business days to process returns upon receipt. Refunds can take up to 7 days for your bank to make funds available.
How do I make a Return or Exchange?
To start an online return, head to our return portal to start the return process. You'll need your order number and shipping zip code, both located on your order confirmation email.
Once in the portal, you’ll go through the step by step process of which items you’d like to return, the refund method, and printing instructions. Once submitted, a return shipping label and RMA (return merchandise authorization) number will be emailed to you.
Other Questions
Do you repair your bags?
Our team can repair bags on a case-by-case basis! Send us an email here with your name, order number, email address used to place the order, and a few photos and our team will help get the process started.
When will an out of stock bag be restocked?
Our products do go in and out of stock regularly. Unfortunately, our customer care team does not have any information regarding restockings.
We recommend you go ahead and order your 2nd choice today and with our free 45 return/exchange policy (full policy here), you can exchange later if your 1st choice comes back in stock.
Can I use more than one discount code?
Unfortunately, we can only accept one discount code per order. If you have more than one, we recommend placing separate orders!
Can I purchase a Gift Card?
Absolutely! Gift Cards can be found here.