Timbuk2 Frequently Asked Questions (FAQs)
TIMBUK2 FREQUENTLY ASKED QUESTIONS (FAQS)
Ordering and Payment
Shipping and Returns
Warranty, Repairs, and Bag Care
Recycle My Bag
ORDERING AND PAYMENT
MY ORDER WON'T GO THROUGH!
Trust us, we really want your money, so just hold tight and we'll figure this out together.
- Did you get a message that said to check your payment or billing details?
- Have you moved in the last months? If so, our billing address verification system probably wants to use your previous billing address
- 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. Contact us at email@example.com so we can give it a try. We 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 incorrectly entered your email address. Whoops! contact us at firstname.lastname@example.org and we will help you track it down.
Also, having an item in your cart does not reserve it, nor does it save the sale price. If we sell out of the item or the sale ends, this change may prevent your order from going through.
CAN I CANCEL OR 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. It might be possible to cancel your order. Please CALL US as soon as possible if you wish to do this, as we work hard to get your order shipped quickly and have a very short window of opportunity to cancel orders. Our window is teeny tiny, so timing is of the essence.
WILL I GET CHARGED VAT?
All orders are subject to Value Added Taxes (VAT). This is included in your purchase price.
SHIPPING AND RETURNS
CAN I GET FREE SHIPPING?
You might be eligible for free shipping. For full details and offerings check our shipping page.
WHEN IS MY BAG GOING TO SHIP?
Most of the year we ship within 1-2 business days of the order being placed. During promotions or high volume times this processing time may increase slightly.
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 public holidays. Want to know your tracking number or if your order shipped, track it here.
CAN I EXCHANGE MY BAG FOR A DIFFERENT ONE?
Sure you can, just provide us with proof of purchase and you can exchange by sending it back to us. As long as it was ordered within the last 10 days, hasn't been used, and has all the tags still attached we are happy to exchange. For full details and check our returns page.
DO YOU SHIPPING INTERNATIONALLY?
We ship to all countries on the European continent
WARRANTY, REPAIRS AND BAG CARE
MY BAG IS BROKEN OR DAMAGED. WHAT SHOULD I DO?
WHAT? No way! While our bags are nearly indestructible, strange things do happen. We have a repairs program that may be able to get your bag back into action. For more details, check out our Warranty and Repairs page.
DO YOU HAVE REPLACEMENT PARTS?
We stock replacement parts in a limited manner for now. However do contact us: email@example.com and we can tell you what we can do for you.
MY BAG IS LOOKIN' A LITTLE DINGY, WHAT I CAN DO?
So your Timbuk2 Bag is no longer looking its best and you want to make it sparkling new again. We recommend spot cleaning for your bag.
- Take a damp towel or sponge with a mild detergent and wipe clean.
- For greasier, more stubborn dirt - try plain dish soap or a cleaner like simple green.
- Natural fabrics, such as wool or cotton canvas are best cleaned with a wet rag, synthetic fibers such as nylon or polyester can be scrubbed with a plastic bristled brush.
- Can you wash your bag in the washer? We do NOT recommend it.
- Why not?
- The fabrics have waterproofing coatings on the inside that can be washed away in the washer.
- Some features of the bag might bleed or run.
- It will void the warranty.
- NEVER put your bag in the dryer. Ever. You will cry, we will cry, everyone involved will cry...and any damage caused by the machine won't be covered under our warranty.
RECYCLING MY BAG
BREAKING UP WITH MY BAG (RECYCLING A BAG)?
Oh yes, sometimes the day comes when it’s time to move on. It’s not me, it’s the bag.
We offer a Recycle (Break up With Your Bag) program year round, through our Full Line Timbuk2 branded stores or Timbuk2.com.au. And not just in the super green-save-the-earth way, but in a rad pay-it-forward kind of way. We work with local partners to give your bag a new lease on life with a new owner that can use it. From homeless youth to kids learning to ride bikes in urban settings, your bags will go to worthy causes. Should your bag be so well loved that it’s not donatable, we work with Remote Repairs to rehab bags or break them down into recyclable raw materials. We are always looking for new ways to recycle our bags and keep Mother Nature happy. Got an idea..let us know.
Want in on Breaking up with your bag? We offer a discount of 20% off full priced items when you recycle your bag through the process below:
We’ll give you an authorization number and returns address.
You’ll receive an email coupon within a week of us receiving your bag for recycle as long as a legible email address was included.
CAN I BUY IN BULK?
Want to buy more than 25 bags for your closest friends, co-workers or for an event? Our Sales team does wonders with custom embroidery and screen printing. To kick off your own project, contact us at firstname.lastname@example.org
DOES MY MESSENGER BAG COME WITH A CROSS STRAP?
Yes, your classic messenger bag should have come with a cross strap (except the XS size). They like to hide, and they are really, really good at it!
Check the inside of the bag. Against the inside of the front wall of the bag, there is a zipper that runs along the top seam. The zipper is pretty hard to see. Fish around in that big pocket and see if the cross strap is there.
If it isn't, please reach out to us and we'll get one out to you ASAP
I CAN'T FIND THE BAG I WANT ON TIMBUK2BAGS.EU?
If you don’t see it on our website we probably don’t have any more stock available. We change colors and designs pretty regularly, so if you don’t see your old bag from 10 years ago here, it means we don’t make it anymore. Send us a picture of your old bag and we’ll do our best to help you out.
WHICH FABRIC IS THE MOST WATERPROOF ? WHICH FABRIC IS THE MOST DURABLE?
With so many different (and amazing) fabrics offered for our bags - naturally, you may be asking yourself What's the difference?
Which fabric is the most water resistant? Which is the most durable? What do all those numbers mean, and what does the D stand for? All Great questions.
Rest assured, that regardless of the fabric you opt for, we made sure to select materials that are tough enough for whatever life throws at you. Each bag flows through a cycle of uncompromising care, craftsmanship, and serious product testing.
We evaluate the performance and durability of ALL of our fabrics and materials by testing their tensile strength, seam slippage, water column, tear abrasion, ball burst, mullens, colorfastness, and other sexy things. Only materials that pass our rigorous testing earn the right to be integrated into Timbuk2 products.
WHICH FABRIC SHOULD I CHOOSE?
That depends on your needs! The main differences between the fabrics we offer, other than aesthetic (how they look) is that certain ones offer a primary performance function, such as being lightweight, durable, reflective, water resistant and so on. Below is a list of primary fabric functions and which fabrics excel in those areas.
Durability: Cordura Nylon.
Water Resistant : TPU, then FARP, then Coated (Cordura) nylon.
Professional upscale look: Cotton Canvas, Waxed canvas, and Heirloom Canvas.
WHAT DOES THE D STAND FOR?
The "D" stands for Denier which is the weight of the fabric. Many of the materials we use are not measured in density or weight - this is an order measurement with roots in cotton and apparel. Denier is measure of the weight of a fabric when you’re comparing two deniers of the same material. However, when you’re comparing between different materials (for example, nylon and polyester) all deniers are not equal. Since nylon is a stronger material than polyester, 420D nylon is actually stronger than 600D polyester. Here's some typical guidelines for fabric Denier ratings and where they are typically used on our products:
- Linings - 150D to 210D.
- Main Body Fabrics - 420D to 840D
- Really heavy materials - 1050D to 1680D
- Did you get a message that said to check your payment or billing details?
FABRICS WE USE
Cordura Nylon - Generally, the exterior nylon we use is Cordura. Cordura nylon is known for its durability and resistance to abrasions, tears and scuffs.
Ripstop Nylon - Ripstop fabrics are woven fabrics, often made of nylon, using a special reinforcing technique that makes them resistant to tearing and ripping. During weaving, (thick) reinforcement threads are interwoven at regular intervals in a crosshatch pattern
FARP - FARP is an internal name that we came up with ! it is a polyester backed polyurethane coated fabric, with a bit of a glossiness to it.
Canvas - A heavy, durable plain-weave cotton fabric. We use a synthetic or natural wax that 's infused in the canvas to provide a waterproof coating to help further the weather resistance of the bags.
Twill - A popular weave pattern identified by diagonal lines on the face of the fabric. Denim, chino, gabardine and drill are all types of twill fabric
Polyester - Polyester fabrics are highly stain-resistant, wrinkle resistant, durable, have a high color retention, and can withstand strong and repetitive movements.When woven with synthetic fibers, it creates a material with superior wind and environmental resistance compared to plant-derived or natural fibers.
Poly - OxFord Polyester, Poly, Poly Non-P PVC, and Embossed PU Poly are all derivatives of Polyester and share the same basic properties.
TPU - Thermoplastic polyurethane is used as a liner for our messenger bags and many others. It is abrasion, weather, tear and water resistant. It has been in use as a fabric coating material in the textile industry for over 30 years, and it’s first application was as a replacement for PVC where the "look and feel" of PVC was of value but the performance of PVC was lacking in areas such as flex properties, abrasion resistance, low temperature properties, and cleanability
Each material counts. Our strict product testing is aimed at ensuring that each product we manufacture will stand up to everyday use in the city and beyond. Our uniform test and textile standards are based on ASTM (American Society for Testing and Materials)
Fabrics and the Environment
We evaluate the environmental impact of our materials. If it won’t last or is toxic in any way, we simply won’t use it. We will not use materials considered toxic by the global community. In addition to regularly assessing the materials we use, we are constantly on the hunt for new and better material solutions.
Using just enough high quality materials like Bluesign fabrics and smart, efficient construction techniques, ensure that our products are low on waste and high on value. The goal is to maintain the highest level of quality while keeping the cost competitive.
Timbuk2 Bluesign materials: 1680D, 420 matte, 630D, 600D TPU, 1200D non-p pvc, grey texture, full-cycle ripstop, carbon ripstop, 30D nylon ripstop