Returns Policy and Process

What Qualifies For A Return at Timbuk2.com

Ready Made Items

If you purchased or received a non-custom item directly from timbuk2.com, it is eligible for return within 30 days of purchase. We will issue a refund to the original form of payment. Alternatively, should your prefer a store credit please contact us directly so we may set that up for your return. Returned goods must be in perfect, unused condition with all original tags. Because we want you to love your ready made bag, we don't charge a restocking fee for eligible returns. It's your responsibility to get the item back our way, by covering the shipping back to our warehouse or returning it back to a full line Timbuk2 Store in the USA. We are unable to offer exchanges at this time. Should you require an exchange, simply return the original item for a refund. You may purchase the replacement at your convenience.

If you purchased your product from a retail store or a website other than timbuk2.com, please work directly with the original place of purchase for return and/or exchange options. If your order number looks like this: EDI000001234, please contact the company you purchased the Timbuk2 product from to process your return.

Custom Items

If you ordered a custom-made product from timbuk2.com, we're sorry but we can't accept your bag for return. That means it was you, or someone who loves you, who decided that purple, yellow and brown would look good next to each other. Unfortunately, although we think your bag is beautiful, we can't take it back. All sales are final on custom-made bags. No returns or exchanges. Each bag is sewn to order here in San Francisco.

The Return Process

  1. Find the Timbuk2.com Sales Order Number on the invoice you received with your order (7-digit number).
  2. Browse to our return form to setup an Return Merchandise Authorization (RMA) number. Select "I would like to return an item," then click the "Start my return" button.
  3. On the next page, choose the eligible items you would like to return. From the pulldown menu for each item to be returned, choose the closest reason for the return. Submit your return.
  4. Within 15 minutes, a return summary email will be sent to the email address we have on file. This will contain your Return Merchandise Authorization (RMA) number, along with the additional steps listed below.
  5. Print out the Return Summary Email and include it with the item(s) you will return. Make sure to write the RMA number on the outside of the box!
  6. Send your item(s) to return to the following address:

Timbuk2
c/o Returns
2031 Cessna Drive
Vacaville, CA 95688

Once received, returns take about 7-10 business days to process. A confirmation email will be sent to the email address on file once the return process is completed.

Remember! Returned goods must be in perfect, un-used condition with all original tags. Returns must be made within 30 days of purchase. Although we do not charge a restocking fee, return shipping costs are the responsibility of the returnee. While you are welcome to use any shipping service you wish, we recommend opting for the most cost effective one that will provide you with a tracking number.

Missing your Order number?

If you don't know your Timbuk2.com order number, please email customerservice@timbuk2.com and give us your first name, last name, email address, shipping address and order date. Should you have been lucky enough to have received the item as a gift, please tell us the purchaser's first and last name. We'll do our best to find your order number and email it back to you. Also, for gift receivers who are returning an item and would like store credit, please email customerservice@timbuk2.com

Checking the Status of Your Return

Use this page to check the status of your return.

If You Received the Wrong or Defective Product

If you received the wrong product in your shipment, or are missing something from your order, please contact us at customerservice@timbuk2.com. To expedite a resolution, please indicate your order number, as well as the item that was shipped in error or was missing from your order. We will process a replacement shipment and provide return instructions if applicable as soon as possible.

If your product arrived defective from Timbuk2.com please email Customer Service and we'll move mountains to right your wrong.

If you still haven't found the answer to your question, please send us an email.

Repairs and Warranty

If you think your bag is defective, you may qualify for a Repair.