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Lifetime Warranty & Free Shipping Sitewide

FAQS

Shipping

Q: Can I have my order shipped to an international address?

A: Yes, we do ship internationally, but free shipping is not included. Please email customerservice@ecogear-products.com for shipping rates to your country.


Q: Can I have my order shipped to a P.O. box?

A: No, we do not currently ship orders to P.O. boxes.


Q: Can I have my order shipped to an APO/FPO address?

A: No, we do not currently ship orders to APO/FPO addresses.


Q: Can I ship my order to someone else or a different address?

A: Yes, orders can be shipped to different addresses.


Q: How long will it take for my order to arrive including processing and shipping?

A: Depending on the shipping you selected, your order may arrive at a different time. Please refer to the times below for estimated shipping times.
Free Standard Shipping (FedEx Smart Post) Estimated Arrival: 2-8 business days
FedEx Ground Estimated Arrival: 3-5 business days
FedEx Express Saver Estimated Arrival: 3 business days
FedEx 2-Day Estimated Arrival: 2 business days
FedEx Standard Overnight: 1 business day


Q: Do you offer expedited shipping?

A: Yes, we do offer expedited shipping. Please select it as your preferred shipping method at checkout.


Q: How do I track my order?

A: When your order is shipped, you will receive a shipping confirmation email with a link to view your tracking information.


Q: When will my order be shipped?

A: Orders will be processed and shipping between 1-3 business days.


Q. When will my preorder be shipped?

A: Preorders are given an estimated ship date. Please refer back to your order or the product page for more details. You can also subscribe to our newsletter for updates regarding preorders.


Products

Q: Are your bags environmentally friendly?

A: Yes, our bags are made of REPREVE fabric created from recycled plastic water bottles. To find more about REPREVE and their process, read our REPREVE blog post.

Q: What kind of safety standards do your bags meet?

A: All of our products meet or exceed the Consumer Product Safety Information Act (CPSIA) standards.

Q: If I no longer want to use my bag, how do I dispose of it?

A: Unfortunately, we do not currently have a recycling program for our products. However, we encourage you to seek out local donation centers you can give your bag to

Q: Are your bags flame resistant?

A: No, our bags are not flame resistant.

Q: Are your bags waterproof?

A: Most of our bags are water resistant, but they are not completely waterproof.

Payment

Q: What kind of payments do you accept?

A: We accept Visa, MasterCard, and Discover credit and debit cards.

Q: The address I typed in is correct, but the website isn’t accepting it.

A: Please verify that the address you typed in matches the one on file with your credit card company. If you are still having issues, please contact customerservice@ecogear-products.com or call us directly at 626-355-1873 or 866-370-2131.

Q: My promotion code is not working. What do I do?

A: Please verify that the promotion code is entered exactly as shown. Promotion code does not include spaces.

Q: How can I cancel my order?

A: Please email customerservice@ecogear-products.com or call us directly at 626-355-1873 or 866-370-2131. You will need to provide us your 4-digit order number or the Billing or Shipping name that the order was placed under to confirm your order cancellation.

Q: Why was my order cancelled?

A: If your order was cancelled, it is most likely because the product was out of stock due to a technical error on the website’s inventory system or an unexpected increase in demand for the product. In the case of a cancellation, our customer service team would contact you with further information about the product.

Warranty

Q: What is your warranty policy?

A: We have a lifetime warranty policy. For more information and details, please read our Warranty Policy.

Q: Can I have my backpack replaced if it is defective?

A: Yes, please visit the Warranty Policy page and fill out the form with the required information. If the form is unavailable, please email customerservice@ecogear-products.com and submit your proof of purchase and images of the defects.

Q: How long does it take for my replacement to be shipped?

A: After submitting the form, we will inspect submitted images to determine if a replacement is warranted. We will then send you an email with more information regarding the replacement product.