Timbuk2

My order won’t go through!

Trust me, we really want your money, so just hold tight and we’ll figure this out together.

• Did you get a red pop-up message that said ‘insert message here’?
  • Have you moved in the last 8-10 months? If so, our billing address verification system probably wants to use your previous
    billing address. Give that a try!
  • Or, do you have any abbreviations in your billing info? Check your statement and see exactly how it’s listed: ‘apt’ vs
    ‘#’,or ‘Street’ vs. ‘St.’ You get the idea. Our verification can be super strict; you gotta get it just right.
• No, I didn’t get a message, the contents of my cart just disappeared!
  • Aha! The old disappearing contents trick. Call Customer Service so we can give it a try. We’ve often have the magic touch!
• I didn’t get an email confirmation
  • Did you check your junk folder? Still no confirmation? That usually means you in correctly entered your email address.
    Whoops! Call us and we will help you track it down.

Please remember that every time you try to push this order through, your card will be authorized for the total amount of the
order. However, an authorization is not a charge! Any unnecessary authorizations will fall off your statement as soon as your bank
verifies that we did not process the charge. It may take 2 – 3 business days for the authorizations to drop off.

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Which bag is right for me?

That’s a great question! Start by answering a few basic questions:

• Do I want to design my own bag?
• Am I going to be carrying a laptop?
• Do I want a backpack (two shoulder straps), or a messenger bag (one shoulder strap)?

If you decide on a messenger bag, check out this chart that’s full of helpful info for you to compare and contrast some of your
options.

Still stumped? Go ahead and give us a call or email, we’ll find a perfect match for you.

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My bag is broken or damaged. What should I do?

WHAT? No way! While our bags are nearly indestructible, strange things do happen. Lucky for you, all the information you need is
right here. If we can’t repair your goods, we’ll replace it! Now THAT’S a warranty!

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Can I return my stuff?

Ok, we’ll let you, as long as it’s NOT CUSTOM, ordered within 30 days, hasn’t been used, and has all the tags still attached! Just
follow the instructions here.

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My bag is lookin’ a little dingy, what I can do?

First and foremost, NEVER put your bag in the dryer. Ever. You will cry, we will cry, everyone involved will cry.
Here’s what the
amazing Taska suggests to keep her Ballistics sparkling

• Fill a bath tub or sink with warm water.
• Get just a little bit of gentle soap on your hands, just enough to make the water a little cloudy.
• Dunk and squeeze the bag repeatedly.
• Drain the tub or sink, and refill with clean water, keep dunking and squeezing till the water stays clear…
• Hang in a warm airy place to dry.

Our vinyl and waterproof fabrics can simply be wiped down with a sponge or washcloth. OH! If you have one of those old laptop
bags with the corduroy liner, don’t get that wet! It will NEVER dry!

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I’m having trouble picking out a gift.

You can’t go wrong with a Timbuk2 Electronic Gift Certificate. You can load it up for any amount, and then choose to email the
code immediately or print it out and wrap it up in our clever origami messenger bag for a real-life present they can touch.

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Can I buy in bulk?

Want to buy bags more than 25 bags for your closest friends? Corporate Sales to the rescue! Our Corporate Sale team does wonders
with custom embroidery and screen printing. See examples of their work here and to kick off your own project, contact them here

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How can I get a promo code or discount coupon?

Ah the elusive promo codes. Your best bet is to sign up for our email list so we can send you info about special offers and new
products! Sign up here.

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I don’t see the bag I want!

Bummer! We keep our inventory fresh so if you see something you like, GRAB IT! Sometimes items go in and out of stock, but when
something is really gone, it’s gone baby! This is almost always true for the specialty fabrics in our customizer, so don’t delay!. To
be in the know on our new products, sign up for our email list and create a personal Timbuk2 account.

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Dude, Where’s my bag?

It’s either here, there, or on its way! Have your order number ready and track it here.
Don’t know your order number? Give us a call and we’ll get to the bottom of this.

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Is my laptop going to fit?

We’ve done all the fit research for you so all you have to do is browse and buy.

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When is my bag going to ship?

• Orders shipped US ground or international are shipped 4 – 6 days after the order is placed.
• Orders shipped 2-day or next day are shipped 1 – 2 days after the order is placed, depending on what time the order was
  placed.

The exact timing of shipment all depends on how many orders are in line in front of yours. Oh and just to be super clear, “business,”
means Monday through Friday and excludes most US holidays.
Go to the order tracking page if you want to track your order.

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I think I was billed twice!

It’s possible but you’re most likely just seeing additional authorizations. Did you have to try placing your order more than
once? If the charges on your card are listed as “pending,” they’ll fall off in couple of days. We know this whole thing can be super
confusing so give us a call, and we’ll double check! 1-800-865-2513.

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Can I recycle my bag?

Oh yes, you can. And not just in the super green-save-the-earth way, but in a way rad pay-it-forward kind of way. Check out our recycle
program here.

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Can I change my order?

We want to say yes but we have to say no. Unfortunately, once your order is placed, we cannot make any changes to it.

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