FAQs
Frequently Asked Questions
Order
What payment methods are accepted?
Pay With Paypal
Pay With Shopify Payments:
Visa
Mastercard
American Express
Discover
What is your cancellation policy?
If you find yourself in the situation where you want to cancel the order, please let us know – contact our customer support – within 24 hours. Otherwise there is a possibility the order gets to be processed and shipped.
How can I change my delivery address?
If the package is shipped and it is on the way, please contact the carrier to correct the delivery address. If the package hasn’t been shipped yet, please contact us with your new delivery address.
Product
I’ve ordered your product, what if something is broken or the item is wrong when it arrives?
It’s better to take a photo or video of the packaging when you receive the goods. If there’s something broken, please contact our customer service with photos or video and we will figure out a solution.
Email: [email protected]
Do you have a store where I can see and touch the products?
Unfortunately, we do not have physical shops yet, we are an online shop only.
How to wear backpack properly?
We believe our backpacks are of great value and will bring convenience to your life, but it’s also important to know how you should carry a backpack properly to prevent shoulder and back pain:
Always wear both shoulder straps.
Adjust the length of the strap to fit your body perfectly.
Wear the backpack below the shoulders and above the hips.
Take off the backpack when standing still.
Lift the backpack by bending your knees, not your back.
Shipping
How long will it take to get my order?
Typical shipment for domestic orders is 1-3 business days (Monday to Friday).
How do I track my order?
Upon purchase you will receive an email confirmation of your order. If you click shipping details in that email, a shipping code will be there (once we’ve generated it on our end). You may also opt-in for text message alerts. Please check your spam folder for confirmation emails. You can also track your package here!
What shipping carriers do you use?
We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.
Exchange & Returns
How do I return an item?
Please check out our return page here RETURNS and follow the steps, no additional email is needed. Returns are subject to a deduction of the original credit card processing fees.
How do I change or cancel my order after I’ve placed it?
We will accept changes or the cancellation of your order for items that have not been processed by US warehouse yet. If the items are dispatched but you haven’t received the package, please tell the carrier and refuse to pick up the package, and then contact our customer service via email or call to change or cancel your order. However, service charge will be involved and you can refer to Returns and Exchanges for more details.
*Please Note In-stock merchandise typically ships within 1–3 business days from the time an order is processed. Custom products are made just for you and therefore cannot be canceled.
Secure
Is your website secure?
This site has security measures in place to protect against the loss, misuse, and alteration of the information under our control. All orders are transmitted over secure Internet connections using SSL (Secure Sockets Layer) encryption technology. All of your personal information, including your credit card information and sign-in password, is stored in encrypted format at all times. This website, and more importantly, all user information, is further protected by a multilayer firewall-based security system.