TIMBUK2 FREQUENTLY ASKED QUESTIONS (FAQS)
ORDERING AND PAYMENT
I THINK I WAS BILLED TWICE! OR MORE...
It's possible, but you're most likely just seeing 2 or more authorizations. Please remember that every time you attempt to make an order, 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 2-5 business days for the authorizations to drop off. We know this whole thing can be super confusing so give us a call, and we'll double check! Contact us with the dollar amount and your billing address details so that we can check to see if there are duplicate orders in your name.
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. Please note during sales and flash promotions, order cancellations are NOT possible, the elevated volume make it impossible to locate your order to pull and cancel ready-made/stock bags.
SHIPPING AND RETURNS
Following are the delivery terms and conditions:
- Order processing is from 08:00-12:00, orders received after 12:00 will be processed the next day. And orders placed on Friday after 12:00 will be processed on Monday
- The maximum order processing limit is 2x24 hours.
- Delivery is made only on working days Monday-Friday (excluding Saturday & Sunday and Indonesian national holidays).
- Please note that delivery may take longer during promotional periods and holiday seasons.
- Delivery options only use regular/standard service (no instant delivery/same-day service)
For Order status and delivery updates you may also refer to our Customer Chat assistance found at the bottom right of our website. Customer Service Schedule: Monday - Friday, 9AM - 5PM (Live Chat Only)
EXCHANGE AND RETURN POLICY
All items sold at Timbuk2 Indonesia have gone through our quality control procedures. We inspect each item before it is sent to the customer, and all items sent are secured during shipping. If the customer decides to return the product, it will be at the discretion of the management.
Timbuk2 Indonesia reserves the right to refuse the product for return and it will be the management's policy if it has reached the final decision.
DAMAGED AND INCOMPATIBLE ITEMS
We accept exchanges and refunds if the item received is damaged and incompatible, with the following terms and conditions:
We only accept requests for exchanges and refunds a maximum of 2 days after the item is received by the customer.
The item must be in unused and unwashed condition. Make sure all labels are still attached with complete packaging.
Items may only be exchanged for the same model and price (Please note that we will check this based on stock availability!).
Shipping costs will be charged to us (both shipping the item to our warehouse and shipping the new item back to the customer's address).
REFUNDS
We will refund the money based on the payment method used by the customer to place the order. For payment methods using Bank Transfer will be returned via manual transfer within an estimated time of 10 working days. For payment methods using Credit Cards and Online Payments will be returned automatically within 15 to 45 working days.
EXCHANGE AND RETURN PROCEDURE
Please email the application to shop@timbuk2.id with the subject "Product Return - Order Number" or via the form here, by including a complete unboxing video without cuts.
*NO UNBOXING VIDEO: NO RETURN, NO EXCHANGE, NO REFUND.
WARRANTY, REPAIRS
SUBMIT FOR REPAIR
Need help fixing your bag? Submit a request and get it fixed. Read on for full details on what's covered and what to expect.
CREATE A REPAIR / WARRANTY CLAIM
TIMBUK2'S LIFETIME WARRANTY
Timbuk2 bags have a lifetime warranty; we stand behind the legendary quality and craftsmanship of all our products. Our warranty is valid only when an eligible Timbuk2 product is purchased through Timbuk2 directly (via Timbuk2.id or our brick-and-mortar retail stores) or through an Authorized Reseller.
We also embrace the wild, twisty ways of life. If there is a defect in the materials or workmanship, we will repair the bag at our discretion. Damages not covered are those resulting from abuse, normal wear and tear, accidental damage, and cosmetic damages that do not affect the functionality of the bag (such as scratches or stained fabrics). Any damage to, loss of the contents of a bag, loss of use, loss of time, or similar expenses are not covered.
Your Timbuk2 bag is sewn by hand and might contain some slight imperfections. Like Daniel Craig or Marilyn Monroe, the slight imperfections are what add character to an already awesome product.
WARRANTY & REPAIR FAQ
WHAT IS COVERED BY THE WARRANTY?
Manufacturing defects in materials and workmanship are covered, notwithstanding age. If there is a defect in the materials or workmanship, we will repair the bag at our discretion.
*If your product arrived defective from Timbuk2.id please contact Customer Service and we'll move mountains to right your wrong.
WHAT IS NOT COVERED BY THE WARRANTY?
Damages not covered are those resulting from abuse, normal wear and tear, cosmetic issues that do not affect the functionality of the bag, and accidental damage. Any damage to or loss of contents of a bag, loss of use, loss of time, or similar expenses are not covered. Unless a product is designed and stated to be machine washable, use of washing machines can result in damage not covered by our warranty. Dryers are never recommended and damage will not be covered under the warranty.
Wear and tear are damage that naturally and inevitably occurs as a result of normal use. Regardless of how carefully you use, or how well you care for your bag, it will eventually begin to show age and wear. Usual wear and tear not covered by the lifetime warranty includes changes in colour, abrasions, and general breakdown of materials over time. Some examples of common wear and tear include colour fading from sun exposure, worn elastic, and fabric wear, especially in high wear areas such as corners, reflective binding, worn Velcro, and worn shoulder or back padding. Some examples of accidental damage are rips or cuts in fabric, animals chewing or clawing on our products, as well as damage arising from airline abuse such as bent or dented luggage handles or damaged/cracked wheels & bottom plates.
WHAT PRODUCTS AREN’T COVERED BY YOUR FABULOUS WARRANTY?
Any other third-party accessories sold by Timbuk2 but not bearing the Timbuk2 brand. The items are generally warrantied by their respective manufacturers.
OUTSIDE OF INDONESIAN WARRANTY REPAIR?
If you purchased your bag outside of Indonesian, please contact us for local representatives that will offer you warranty services. Please provide your proof of purchase and the location you purchase the bag from when submitting your claim. Should your bag require service in the USA, shipping to and from the USA for your Timbuk2 item will be your responsibility.
For further assessment, you may also bring your Timbuk2 bag and proof of purchase/order reference to any Timbuk2 store in Indonesian and our team will gladly assist you.
