Timbuk2


                   

Timbuk2 Customer Service

Product Questions

General Questions

Bag in a Box

Classic and Custom Messenger Bags

Custom Lex Pack

Limited Edition Bags

Metro Bag

Commute

Laptop Messenger

Laptop Sleeves

Cargo Tote

Accessories

General Questions


How do I wear my bag and what do I do with this extra strap?

Our single-strap bags are meant to be worn over one shoulder and across the body. If you are right-handed, you most likely will want to put the main strap over your left shoulder, so that the bag is resting near your right hip. If you are left handed, then you will likely want to place the main strap over your right shoulder. When you’re through getting stuff in or out of your bag, just slide the bag on to your back. The bag will “feel” better with some weight in the bag.

The cross strap is used to secure the bag to your back. After throwing the bag’s main strap over your shoulder, slide the female end of the cross strap so that it rests at your sternum. Then just click the male end of the cross strap into the female end and pull the excess slack. Cross strap love. >>>Click here to have our model show you how.

Are Timbuk2 bags waterproof?

The exterior of our bag — the Cordura® or Ballistic Nylon — provides durability, and the lining provides moisture protection. So if you’ve got the bag closed properly, your stuff should stay dry.

Most companies consider Cordura® alone to be “waterproof.” We know that’s not completely true. After a typical, unlined Cordura® daypack is more than a month or two old, it just will not keep your stuff dry in a serious rain. Our messenger bags, on the other hand, have a fully waterproof liner for extra protection.

That said, be aware that these are not like kayakers’ dry bags with welded seams and a roll-down flap. Dry bags provide the very best in moisture protection but are inconvenient to use on a daily basis when you need to easily get in and out of your bag.

Water resistant and convenient for daily use, Timbuk2 bags give you the best of both worlds.

What’s the difference between Cordura® and Ballistic?

The difference is mostly cosmetic, both materials provide maximum durability. Our Ballistic and Cordura® fabrics are selected for their superior strength, abrasion resistance, and color retention compared to less-expensive, less-robust polyester fabrics. Both fabrics consist of high-performance, 100-percent nylon and are back-coated with polyurethane waterproofing.

The Ballistic has a higher sheen, brighter colors and a smoother surface. Cordura® has a finer weave and matte finish, for a traditional, more rugged look. In sum, your selection is largely a matter of personal style.

How do I wash/dry my Timbuk2 Bag?

Ballistic and Cordura bags without padding, such as the Classic Messenger Bag, can just be thrown into the washer and hung out to dry. We suggest washing it with like colors in cold water on the gentle cycle with a mild detergent.

Bags with specialty fabric such as wool or hemp and bags with padding, such as the Commute, Laptop Messenger, and Laptop Sleeve, should be spot cleaned only since specialty fabric and padding will not do well in the washing machine. Artist Canvas Bags and Limited Edition fabrics should not go in the washing machine and should be spot cleaned to avoid shrinking or damaging the artwork you created/special material.

Bags made of waxed canvas should be hand washed and hung out to dry.

*Important: NEVER put any Timbuk2 bag into the dryer, unless you want melted waterproof liner permanently stuck to the inside of your dryer. You can always clean your bag with mild soap and warm water using a nylon-bristled brush. Do not saturate the fabric. For best results, clean the entire panel, not just the soiled area. Stubborn stains may be treated with Simple Green®, Fantastik®, Woolite® or 409®. Foaming upholstery cleaners made for wool-nylon blend fabrics also works well. After your fabric has been cleaned, spray it with Scotchgard® to restore its water, dirt and stain resistance properties.

Note: When using any commercial cleaning product, follow the manufacturer’s directions carefully.

Can I trick out a bag I already have with custom features?

Here’s the deal, the custom features that we offer are sewn into the bag as it’s made. To add those items to a finished bag would require complete disassembly, which would take far more time and money than making a completely new bag. This goes for adding additional pocket, straps, etc.

I have a bag I designed that I think would make a cool addition to your line, do you want to see it?

That’s awesome! We love that you want to show us your creation and don’t doubt that it’s kick ass, but what do you think this is “Project Runway?” We have our own internal process for identifying product opportunities relative to our brand strategy, however we love to see pictures and hear stories about you and your bag so send all bag love related info to customerservice@timbuk2.com.

Bag in a Box

What is a Bag in a Box?

The Timbuk2 Bag in a Box is a great way to give a friend the gift of customization. Inside each Bag in a Box is a $125 gift card that can be redeemed at www.timbuk2.com or at our Hayes Valley Retail Store for a Custom Messenger Bag or any other product of his or her liking. He or she gets to pick out the colors and style, but you get all the credit! It’s much more original than giving cash. And, it’s far better than picking a bag, only to find out they don’t like the colors you’ve selected. Yikes!

How is a Bag in a Box card different from a Timbuk2 Gift Certificate?

Bag in a Box cards are physical gift cards, with a set value of $125 and a special scratch-off Secret Code. You can buy them here or at select retail locations. Timbuk2 Gift Certificates can be for any dollar amount and are exclusively available on our Web site. To order a Timbuk2 Gift Certificate go here. Timbuk2 Gift Certificate codes are sent via e-mail and there is no physical card sent to the recipient. In other words, both can be given as gifts, but only the Bag in a Box can be wrapped in gift paper. Both can only be redeemed at www.timbuk2.com.

Where do I return my bag that I ordered with the Bag in a Box card?

Custom Bags are final-sale-only. But if you used your Bag in a Box card for a non-custom-made bag, and it’s within 30 days of purchase, you can return it directly to Timbuk2 for an online store credit. For more information on our return policies and procedures, please click here.

My Bag in a Box card isn’t working. What do I do?

First, make sure you’re using the Secret Code, not the Serial Number. Your Secret Code has dashes in it. If that doesn’t work, please send an e-mail to our customer service staff at customerservice@timbuk2.com. Include your Serial Number, and we’ll track down the problem and get right back to you.

How does the Bag in a Box card work?

Your Bag in a Box gift card is a technological wonder. The Secret Code on the back is stored in our super-high security electronic bank vault until you wish to buy something. We even keep track of any unused balance, so you can shop more than once with your card.

Classic and Custom Messenger Bags

What’s the difference between Classic and Custom Messenger Bags?

Classic Messenger and Custom Messenger Bags are similar, yet different. They both have the same form factors — the same size dimensions and core components. They also both come in Ballistic and Cordura® fabrics. And they both have the Timbuk2 Quality Guarantee.

Classic Messenger Bags are pre-determined color combinations that we think look nice. Think of them as our House Collection. We update these color combinations twice a year. We see a lot of bags and often include some of the most popular selections in the Classic line. However, with Classic Messenger Bags there’s no ability to add a center divider, grab strap, or change any other features of the bag.

Custom Messenger Bags are essentially the same bag, however you get to choose the colors, features, and options that YOU want. Custom Messenger Bags cost $25 more than the Classics, but you get to completely tweak the bag to your liking. We build each one to your exact specifications.

And, there’s one other difference between the two products. Custom Messenger Bags are not returnable. “Why not?” you ask. Read the next Q and A.

Why can’t I return my Custom Bag?

Since we hand build each Custom Bag to your specifications, we do not accept returns for the bags built using the Bag Builder. But they will match your unique style. After all, you might think that a purple, chartreuse and brown bag with a red logo looks great, but then again you’re special.

That said, we do stand behind the quality of our products, and if the bag is defective then we will replace it, in the same size and color combination you selected originally.

Can I add a padded laptop compartment to my Custom Bag?

Yes. You can add a Laptop Insert to our Small, Medium or Large Messenger Bag in the Bag Builder.

What is the difference between a Custom Messenger with a laptop insert and a Custom Laptop Messenger?

Nothing really. The Laptop Messenger comes standard with a grab strap. If you select a Messenger and add a laptop insert, your bag will not include the grab strap automatically, though you can still add it in the Bag Builder if you want it. The choice is up to you, that’s what we call custom!

Custom Lex Pack

This looks like your Pro Series Backpack. What gives?

Sure does, however the Lex Pack is available in whatever colors you select in the Bag Builder. You asked for a custom backpack, you got it! The Pro Series Backpack features black x-pac, a super light weight and uber waterproof material preferred by professional messengers but is not customizable. That’s the big difference.

Is the Lex Pack Waterproof?

Just like our Messenger Bags it features a waterproof liner that’ll keep your stuff dry in a downpour. That being said, our same old disclaimer holds true, it’s not like a kayaker’s dry bag with welded seams but it still gives you plenty of protection from the elements, after all it’s a Timbuk2!

Why is there no XL Lex Pack?

The way we see it, you either need big or ginormous (newest word in the Webster’s New Millennium Dictionary…look it up). So, we offer you one or the other. For those of you looking for middle of the road huge, check out our tried and true Large Messenger Bag.

Limited Edition Bags

What happened to that Limited Edition Bag I saw a few months back?

Our Limited Edition bags are just that, limited editions. Once they are gone they are gone! We know you like to be distinctive, and we like keeping things fresh, so check out our Limited Edition Bags for our current selection in specialty materials, and don’t forget, when we say “Limited Edition” we mean it!

Can I have the Limited Edition materials made into a different bag other than what’s on your site?

Sorry, these are specialty materials and may not work with certain bags. What you see is the best combination in terms of fashion and durability, trust us.

Pro-Series Messenger Bag

What’s the difference between the x-Pac material and Ballistic or Cordura?

x-Pac, like our Ballistic and Cordura is a durable nylon. However, due to a three part laminate process it is three times lighter than Ballistic and Cordura and it is waterproof up to 200 pounds per square inch.

Can I add a Grab Strap or Center Divider to a Pro-Series Bag?

The Medium Pro-Series comes standard with a Grab Strap but we cannot add any other custom features to the Pro-Series Messenger Bag, and the Grab Strap is not available on the Large or XXL.

Metro Bag

Can I customize the Metro Bag?

The Metro is only available in the colors displayed online, we cannot accommodate special requests at this time. However, you can customize our XS Messenger Bag.

How long is the Metro shoulder strap?

The Metro has a fully adjustable strap that is 48″ at its longest.

Does the Metro have a Cam Buckle?

No, the Metro has a removable shoulder strap that connects to two D-rings via J-hooks. It does feature a “Quick-adjust shoulder strap”.

Is the Metro smaller than the Small Classic Messenger?

Yes, the Metro is smaller than the Small Classic Messenger Bag. It is most comparable in size to our XS Messenger Bag.

Does the Metro have a water bottle holder?

The Metro features a mesh pocket in the main compartment perfect for carrying a small water bottle.

Does the Metro come with the same organizational pocket panel as the Classic Messenger?

The Metro comes with a smaller version of the same organizational pocket panel featured on our Classic Messenger Bag.

Commute

Will my laptop fit?

Internal Laptop Compartment dimensions are listed here. We suggest you measure your laptop and as long as the dimensions do not exceed the dimensions listed online, you’ll be all set!

Can I customize the Commute?

The Commute is only available in the colors displayed online, we cannot accommodate special requests at this time. However you can customize our Laptop Messenger Bag.

Do I need to buy a laptop sleeve if I am buying a Commute?

Our Commutes all come standard with padded laptop compartments and do not need to be used in conjunction with a laptop sleeve. That is the main difference between the Classic Messenger Bags and Laptop Bags.

What is the difference between the Commute and the Laptop Messenger?

The Commute comes with a full-size padded back panel, outside pockets, an internal organizer pocket, a grab strap, and an exterior zipper compartment for rear computer access. The Laptop Messenger Bag is slightly more bike friendly than the Commute due to the sewn in Cam buckle, cross strap and the thick, sturdy shoulder strap. The Laptop Messenger Bag has an internal organizer pocket, more internal volume than the Commute, but it does not offer as many external pockets.

Laptop Messenger

Will my laptop fit?

Internal Laptop Compartment dimensions are listed here. We suggest you measure your laptop and as long as the dimensions do not exceed the dimensions listed online, you’ll be all set!

Can I customize the Laptop Messenger?

The Laptop Messenger can be customized in our Bag Builder.

What is the difference between the Laptop Messenger and the Commute?

The Laptop Messenger Bag is simply our Medium Classic Messenger Bag with a built-in laptop compartment and a grab strap. This bag is slightly more bike friendly than the Commute due to the sewn in Cam buckle, cross strap, and the thick, sturdy shoulder strap. The Laptop Messenger Bag has an internal organizer pocket, more internal volume than our Commute, but it does not have as many external pockets. The Commute comes with a full-size padded back panel, outside pockets, an internal organizer pocket, a grab strap and an exterior zipper compartment for rear computer access. It comes with a shoulder strap but looks more like a commuter-style briefcase.

Do I need to buy a laptop sleeve if I am buying a Laptop Messenger?

Our Laptop Messenger comes standard with a padded laptop compartment and does not need to be used in conjunction with a laptop sleeve. That is the main difference between the Classic Messenger Bags and Laptop Bags.

Laptop Sleeves

Will my laptop fit?

Please review the dimensions listed here. We also suggest you measure your laptop. As long as the laptop dimensions do not exceed the dimensions listed on the product page, you’ll be all set!

Is there enough room for a power supply or cables in the Classic Laptop Sleeve?

There is not a designated pocket for power cords and cables in the Classic Laptop Sleeve.

Can I customize any of the Laptop Sleeves?

The Laptop Sleeves are only available in the colors displayed online, we cannot accommodate special requests at this time.

Cargo Tote

Can I customize the Cargo Tote?

Yep, you sure can. Check it out!

How long is the Cargo Tote shoulder strap?

The Cargo Tote has a fully adjustable strap that is 48″ at its longest.

How long are the Cargo Tote carrying handles?

The small Cargo Tote carrying handles are 8″ from the top of the bag to the top of the strap and fit over your shoulder. The medium and large Cargo Tote carrying handles are 9.5″ from the top of the bag to the top of the strap and fit over your shoulder.

How do I wash/dry my Cargo Tote?

Just throw that sucker in the washer! We suggest washing it with like colors in cold water on the gentle cycle with a mild detergent. DO NOT throw that sucker into the dryer!! Drip dry it, unless you want melted waterproof liner permanently stuck to the inside of your dryer.

Does the Cargo Tote have a Cam Buckle?

No, the Cargo Tote has a removable shoulder strap that connects to two D-rings via J-hooks. It does feature a “Quick-adjust shoulder strap”.

Does the Cargo Tote come with the same organizational pocket panel as the Classic Messenger?

The Cargo Tote does feature the same organizational pocket panel featured on our Classic Messenger Bag.

Accessories

Will the Accessories fit all Timbuk2 Bags?

Actually, they will! They fasten with Velcro and are the perfect accessory with any Timbuk2 Bag.

Steve Sleeve

Steve Sleeve

Information on the Steve Sleeve for your MacBook Air.

Timbuk2 Travel

check here for info on timbuk2 travel

Timbuk2 at Pop!Tech

We made some bags for Pop!Tech and a good cause, check out our Timbuk2 @ Pop!Tech page.

This concludes the Timbuk2 Customer Service experience