FAQ's
Every DEFY bag is built by hand in Chicago, one at a time. This page covers how we work, how orders move through our shop, and the policies that keep everything running smoothly.
Where are DEFY bags made?
Every DEFY bag is hand built start to finish in Chicago. We’ve been doing it this way since 2008, with a small team and an obsessive focus on materials, construction, and longevity.
When will my order ship?
Most in stock items ship from Chicago within 1 to 3 business days. If a product is listed as “ships in X weeks,” that means it is being made specifically for you and will ship within the timeframe listed on the product page. Any questions on your order, please email lexy@defymfg.com.
Can I change my order after placing it?
Once an order is placed, it moves quickly into our production workflow. If you need to make a change, contact us immediately. If work has not started yet, we’ll do our best to help.
Can I cancel my order?
We do not accept cancellation requests via email. If you need to request a cancellation, you must call us at 773-696-1138. Cancellations incur a $10 processing fee. For bags listed as “ships in X weeks,” we do not accept cancellations once production has begun. These bags are made only because a customer places an order, and we do not make extras.
Do you offer price adjustments?
No. As a small, independent company building everything by hand, we’re not able to offer price adjustments like large retailers do.
What shipping options do you offer?
We ship via UPS and USPS. If your order is time sensitive, we strongly recommend selecting UPS at checkout.
How do I track my order?
You’ll receive tracking information as soon as your order ships.
My package is delayed or missing. What happens next?
Once a package leaves our workshop, it is under the control of the carrier. If something goes wrong, we’ll help initiate a missing mail search or carrier claim where possible, but we cannot refund or replace lost shipments.
Do you ship internationally?
Yes. International customers are responsible for all duties, taxes, and import fees.
Are shipments insured?
UPS and USPS Priority Mail shipments include up to $100 of insurance by default. USPS First Class shipments are not insured unless requested.
What is your return policy?
We accept returns on unused items within 30 days of delivery. Items must be in new condition. Return shipping is the responsibility of the customer.
Package your return with care so no damage happens in transit and return to: DEFY RETURNS, 4043 N. Ravenswood, Suite 125. Chicago, IL 60613
Can I return a used or altered bag?
No. We cannot accept returns on items that have been used, worn, or altered in any way.
Do you offer exchanges?
We do not offer direct exchanges. Please return your original item for a refund and place a new order for what you want.
Are Off Menu, custom, or made to order items returnable?
No. Off Menu, custom, and made to order items are not returnable. These bags are built specifically for the customer who ordered them.
Do you do corporate orders?
Yes. We love corporate orders and collaborations. We’ve built custom gear for companies like Rogue Fitness, Maserati, and a range of tech teams and creative brands. Corporate orders start at 50 units. Because these builds are custom made specifically for each partner, orders are non-cancelable and non-refundable once placed and paid for.
What is DEFY’s warranty?
Every DEFY bag is built by hand in Chicago with the expectation that it will be used hard and carried for years. We stand behind that.
This guarantee applies only to the original owner, and valid proof of purchase is required from DEFY or an authorized DEFY retailer.
DEFY products are covered against defects in materials and workmanship for the practical lifetime of the product. At DEFY’s discretion, we will repair or replace qualifying items until the product has been worn out through normal use and is no longer reasonably repairable. This warranty does not cover normal wear and tear or the natural aging of materials over time.
Damage caused by cuts, abrasion, impact, or sharp objects is not considered a defect in materials or workmanship, even when it appears along a seam or stitch line. Warranty claims are evaluated at DEFY’s discretion based on the photos provided. DEFY does not provide written statements or confirmations describing product failure, cause of damage, or use conditions for third-party insurance claims.
If a DEFY product fails due to a defect in materials or workmanship, we will repair it, replace it with a comparable item, or offer store credit as an alternative to replacement, at DEFY's discretion. For U.S. customers, return shipping is covered for approved warranty repairs. For customers outside the United States, warranty resolutions may be fulfilled through repair, replacement, or store credit at DEFY’s discretion, and international shipping costs are not covered.
**Final sale items are not eligible for return, exchange, or refund unless otherwise stated.**
Warranty Claim Procedure
If you believe your bag qualifies for a warranty repair, please email us at hello@defymfg.com with a brief description of the issue and a few clear photos.
We’ll review everything and follow up within one to two business days with next steps and shipping instructions.
Do you offer repairs?
Yes. Repairs are available for original owners with proof of purchase. Contact us at hello@defymfg.com and send a picture so we can start the discussion. You cover shipping to and from our workshop, and we’ll take care of the work:
Address: DEFY REPAIRS, 4043 N. Ravenswood, Suite 125. Chicago, IL 60613
Repairs are limited to normal wear and tear. So if your bag’s been sitting in a flooded basement and now has dry rot… well, we’re good, but not miracle workers. That said, if it’s fixable, we’ll fix it. And we’ll always try to get you back to mission-ready!
What materials do you use and how should I care for my bag?
We use premium leathers, military grade textiles, and top tier hardware. For detailed care instructions and material info, please visit our Materials and Care page.
Why does my leather have markings or wrinkles?
Leather is a natural material, not a synthetic surface. Wrinkles, grain variation, and subtle markings are inherent to real leather and a sign of authenticity. We personally select each side of leather at the iconic, over-a-century-old Horween Leather Tannery in Chicago, choosing hides for their character rather than artificial uniformity. No two hides are the same, and that individuality is what allows leather to develop a rich patina over time. These natural characteristics are not defects and are not grounds for return.
Do you have a retail space?
Yes! We have a Chicago showroom where you can see and feel our work in person: Hours: M-F, 9:30-5:30. DEFY, 4043 N. Ravenswood, Suite 125. Chicago, IL 60613
Can I pick up my order in person?
Yes. If you select local pickup at checkout, you can collect your order from our Chicago location: Hours: M-F, 9:30-5:30. DEFY, 4043 N. Ravenswood, Suite 125. Chicago, IL 60613
Can I use more than one promo code?
No. Promo codes cannot be combined.
Important Policies and Additional Details
The information below covers important policies around returns, shipping, international orders, and repairs.
Please pack returns carefully. Do not fold backpack straps or Ultimate Sling straps. Folding can permanently damage closed cell foam and may result in a denied refund.
Leather bags must be wrapped so buckles and hardware do not press into the leather during transit. Damage caused by improper packing is not refundable.
Returns should be shipped back to our Chicago workshop using a tracked and insured service.
Refunds are typically processed within 1 to 2 business days after arrival. Your bank may take additional time to post the refund.
Shipping timelines shown at checkout are estimates provided by the carrier and are not guaranteed. None of the shipping options offered include expedited production.
International shipments may be handed off to GlobalPost or local postal services.
Customers are responsible for all duties, taxes, and import fees. Refused shipments may have return shipping costs and penalties deducted from the refund.
If return costs exceed the value of the order, the shipment may be abandoned.
If you use a package forwarding service or reshipper, DEFY is not responsible for lost, damaged, or misdelivered packages once they reach that service.
Zippers are not covered under warranty. If a zipper repair is needed, we will provide a repair estimate before proceeding.
By opting into SMS messaging from DEFY, you agree to receive recurring automated marketing messages. Message and data rates may apply. Consent is not a condition of purchase.