Our Response to the COVID-19 Crisis

Last Updated: May 18th, 2020

During these uncertain times we want to address your most asked questions regarding COVID-19. We'll keep all of our updates here for you, and you can read the note from Timbuk2 President, Deborah Palmer Keiser, here. If there is anything we didn’t answer, please reach out to our Customer Service team at customerservice@timbuk2.com, or text us at (415) 909-3399.

Is Your Online store open?

Yes! Timbuk2.com, Timbuk2.com.au and Timbuk2bags.eu are all open for business, and shipping your orders.

Can I shop at one of your retail stores?

As of Monday, May 18, we are offering curbside pickup at the following locations:

Our Toronto Store (359 Queen Street West) will be open with limited capacity from 11:00AM - 4:00PM EDT. We ask all guests wear face coverings when entering the store, and maintain best practices for social distancing.

These stores will be accepting phone orders during business hours, and will have your order ready the same day. See our Locations page for how to contact each store and more details.

Our remaining stores in the USA and Australia are temporarily closed. We’ll update our website when they are open for curbside pickup.

Will online orders be effected?

Orders placed on timbuk2.com on “ready made” bags will not be affected by closures. Custom bags, however, will not be processed. Our San Francisco Factory, where your custom bags are built, is temporarily closed in compliance of the "Shelter-In-Place" ordinance. We’ve disabled our online customizer, to prevent any accidental ordering. We apologize for any inconvenience this may cause.

Please note: shipping companies have been experiencing delays. We recommend you check out ups.com and usps.com for more details on how shipping may be affected. Of course, you can always reach out to us with any questions. You can email us at customerservice@timbuk2.com or send a text to (415) 909-3399.

Can I order a Custom Bag?

Our San Francisco Factory, where your custom bags are built, is temporarily closed in compliance of the "Shelter-In-Place" ordinance. We’ve disabled our online customizer, to prevent any accidental ordering. We apologize for any inconvenience this may cause.

Please reach out to us with any questions. You can email us at customerservice@timbuk2.com or send a text to (415) 909-3399.

Can I get my bag repaired?

Our San Francisco Factory, where your loved Timbuk2 bags are repaired, is temporarily closed in compliance of the "Shelter-In-Place" ordinance. We’ve disabled the ability to start the repair process on our website, so please hold tight to your bag that needs repair. We have delayed any bags that were currently going through the repairs process. We apologize for any inconvenience this may cause.

Please reach out to us with any questions. You can email us at customerservice@timbuk2.com or send a text to (415) 909-3399.

Can I return my Timbuk2 Order?

We have extended the return window to June 1, 2020 for all purchases made between February 1, 2020 and March 31, 2020. This includes purchases made on timbuk2.com or in one of our North American retail locations.

Are Delivery options affected?

Our distribution center has not been impacted by the closures, and we are shipping your orders (note: not your custom bag orders). Please know that “Free Shipping” is available on all purchases within the domestic United States (excluding Hawaii and Alaska).

Where can I find more information on Timbuk2’s cloth face masks?

We are currently producing non-medical grade cloth face masks and face coverings to donate in our local community. For more information, and to sign up to receive a notification when masks are available for purchase, please visit here.