How do I return my order?
No RMA or email to DEFY is needed. We will accept merchandise in its original and unused condition for a refund within 30 days from the date of delivery. Please DO NOT fold backpacks or Sling straps as the closed-cell foam padding will be damaged and you won't be able to receive a refund...the bag will have to be sent back to you.
How should I return my order?
Please pack your returns with care. If merchandise is returned in a damaged or used condition DEFY retains the right of return refusal. Please make sure you tape the box up before you send it. Please be especially careful with leather bags: it's best to wrap the bag completely in paper or a plastic bag and make sure that the strap is taken off and placed inside the bag and that any buckles are closed. Otherwise, the leather can get damaged and we won't be able to accept the return.
1. Select the Items You Want to Return (for example):
Defender Briefcase | Horween Austin Calf Leather
2. Ship Items
4043 North Ravenswood Ave, Suite 125, Chicago, IL 60613
All return shipping costs will be paid for by the customer and are their responsibility. Please insure and track accordingly.
3. Items Arrive at DEFY
Refunds for returned items are processed in 1-2 business days of the merchandise's arrival at DEFY. You will receive an email confirmation and the funds will be refunded to the original form of payment. Please note it may take 1-2 days for your bank to process the refund.
Can I return a used bag?
No. If the bag even lightly used we won't be able to accept its return and will send back to the sender at their expense.
Can I return an item that has had tags taken off or been altered?
Can I return apparel that's been worn and washed?
Does DEFY do price adjustments?
No. Because we're a small, self-funded shop it's our policy that WE DO NOT DO PRICE ADJUSTMENTS. We simply can't run our little company like 'Big Box' publicly held companies do and can't afford to take all the time to staff and handle such requests. We know that it really sucks when you learn that the bag you just bought is now on sale for less than you paid for it. We get frustrated when it happens to us, so we understand your frustration when it happens to you. But we're asking nicely: Please don't send emails or call asking us to adjust the price, we're just going to have to say no.
If you purchased something other than a non-returnable Bandit Mask and choose to return an order so that you can take advantage of a Sale you saw after your purchased, feel free to do so if it's in new, unused condition and adheres to our Return Policy below.
How do I keep up with DEFY?
Joining our newsletter is the best way to stay on top of our newest products as well as on our social media platforms.
Do you do custom bags?
DEFY can't get enough of hearing new ideas and the hunt for the 'Perfect Bag' continues, but we unfortunately can only take the extra time to do custom work for orders over 50 bags. Making a bag we already produce in another color or leather? Maybe!?! Email us at email@example.com.
If I order an 'Off Menu Bag' can I return it?
Put simply, no. If you email us and we agree to make you a special off menu item, please don't thank us for making you that special item by asking to return it. (see above, you asked us to make it! :)
Do you do corporate orders?
DEFY loves doing Corporate Orders. We can do as few as 50, or as many as in the thousands! Please check out our Corporate page and let's get the discussion going.
Does DEFY allow cancellations of already paid for corporate orders?
DEFY allows cancellations of corporate orders for a maximum of 5 business days once funds have been received.
Where are your products manufactured?
All DEFY products are Hand-Crafted 100% Start to Finish in Chicago.
What materials do you use and how to I take care of my products?
Check out our Material + Care page for more information on the uber durable materials we use and how to give them a little TLC.
Do you have a retail space in Chicago?
Can I use two promo codes at once?
Unfortunately promo codes cannot be combined.
I ordered the wrong product, can I adjust my order?
Once an order is placed you cannot edit it so please contact us ASAP.
Can I cancel my order?
If you happen to change your mind after placing an order, we can cancel any orders that have not already been shipped, please contact us at firstname.lastname@example.org. If we weren't able to stop the shipment in time after you sent your cancellation request, we can only tell you that we did our best and that these things happen. We're most often faster at shipping than at cancelling, so please keep that in mind when ordering!
When is my order going to ship?
Because we Hand-Craft all bags in small batch runs, your bag will typically be shipped from Chicago within 1-3 business days of your order being received. We are closed Saturday and Sunday, so any orders placed on Friday or over the weekend are processed on Monday and will typically ship out that week. For pre-order or out of stock products, DEFY will indicate estimated shipping time and do our best to ship within that time. DEFY will ship to the exact shipping address entered on the order, so please double check the information is correct and in English characters.
If you need to expedite your order or have a date it needs to arrive by please contact us at email@example.com ASAP.
How do I track my order?
You will receive an email with tracking information as soon as your order enters USPS/UPS’s system. Once a package leaves DEFY it is under the control of the shipping provider and it is the customer’s responsibility to track and ensure it’s delivered safely. We highly recommend signing up for notifications so you don’t miss a delivery or know if there are any issues. If you are shipping with USPS Internationally your package will transfer to both GlobalPost and your country's national postal service so please check their tracking sites if there has been no movement on USPS for a while.
What shipping options do you have?
North America / US Mainland:
Shipping within the North America / United States mainland is provided by UPS or USPS and shipping time depends on how far away you are from Chicago, IL. If you are shipping to a PO Box we are only able to ship by USPS.
If your order is time sensitive we recommend UPS over USPS.
UPS Ground will take 1-5 business days to deliver.
USPS First Class will take 1-3 business days to deliver.
USPS Priority Mail will take 1-3 business days to deliver.
USPS Ground Advantage will take 2-5 business days to deliver.
Shipping outside the United States is typically by UPS International or
Due to COVID-19 you may experience transit delays from USPS so we recommend using UPS.
USPS Priority International will take approximately 6-10 business days to deliver.
USPS First Class International will take approximately 2-4 weeks to deliver.
UPS Worldwide Expedited will take approximately 2-5 business days to deliver.
UPS Worldwide Saver will take approximately 1-3 business days to deliver.
UPS Standard will take approximately 3+ business days to deliver.
International orders via USPS shipped from DEFY will ship out by USPS and transfer to GlobalPost to be taken overseas to clear customs and enter your country’s national postal service. Please expect delays during transfer points or customs. Customers will be responsible for any import and custom / duties fees. If a customer refuses to pay applicable duties and the bag is returned to us, DEFY will deduct any applicable penalties / fees from the customer's refund. If a customer declines to pay duties and the penalty costs for DEFY to ship the bag back would be greater than the order itself, DEFY will abandon the order and the customer can no longer have a refund processed. We recommend looking into your country’s applicable customs fees prior to ordering, as DEFY is not responsible for re-shipping costs or any issue at customs.
Are shipments insured?
US and International orders with UPS are insured by UPS up to $100 USD. If you’d like more insurance you can contact us.
US orders with USPS First Class shipping are NOT insured. If you’d like to insure your order please contact us.
International orders with USPS Priority International shipping are insured by USPS for up to $200 USD. If you’d like more insurance you can contact us.
International orders with USPS First Class International shipping are NOT insured.
Can I ship my order to a reshipper/package forwarding company?
Yes, but if you choose to ship with these companies and your package never arrives or is missing items DEFY IS NOT RESPONSIBLE.
Can I pay for faster shipping?
None of the shipping services we offer at checkout are expedited. If you need to expedite your order or have a date it needs to arrive by please contact us at firstname.lastname@example.org ASAP.
I live in Chicago, can I pick up my order in person?
Yes, we offer In-Store Pickup at our Chicago showroom, 4043 N. Ravenswood, Suite 125, Chicago, IL 60613. If you selected "In-Store Pickup" for shipment we will email you when your order is ready to be picked up at our location.
How do I get free shipping?
Free Shipping in the U.S. happens on orders over $300 and we ship using UPS Ground. International Free Shipping occurs on orders over $375 and we ship using USPS Priority or First Class.
My order hasn't been delivered. What now?
DEFY will ship to the exact shipping address entered on the order so please double check the information is correct and in English characters.
If your package goes missing, USPS or UPS ships to the wrong address, or your shipment is stolen after it was delivered, DEFY is unfortunately not able to refund you or re-ship a new product, as we can only control getting your products shipped out. We know it sucks when this happens. We will try our best to help you with the situation as follows:
If a USPS shipped order gets lost or is not delivered contact us and we will start a Missing Mail search which takes three months to officially complete. If you shipped with USPS Priority we can file a claim for the order once the three months are over. USPS First Class is uninsured and we cannot file any claim for a lost order.
If a UPS shipped order gets lost or is not delivered contact us and we will communicate with UPS.
Does DEFY do corporate order returns?
DEFY does not do corporate order returns unless there is a material or manufacturing defect.
Does DEFY do returns from wholesalers?
If you're looking for a replacement, return, repair or exchange from one of DEFY's wholesalers you will need to do so through the wholesaler and according to their return policies.
Can I do an exchange?
If you have something that's not quite working and you want to make an exchange please simply return the unwanted item which we will refund, then you just need to place a new order so we can get you back to happy!
What's DEFY’s warranty?
DEFY stands by our products. Our warranty covers defects in materials and craftsmanship. We will repair or replace, free of charge, any item that is found to be defective from our workmanship. The warranty goes into effect from the original date of purchase and applies to the original owner. What the warranty won’t cover is reasonable wear and tear or abuse. For damages caused by improper care or abuse, we will give you an estimate on what the repair cost will be.
Examples of wear that are not covered:
Rips, tears, fading or discoloring of fabrics, broken zippers, scratches on leather products, cracks on M35 Tarp. We've yet to find a zipper that can't break. If yours does, we can replace it and will give you an estimate for the repair.
*A Note on Bandit Masks: DEFY 'Flipped the Switch' to add the manufacturing of Bandit Masks to help flatten the curve during the Covid-19 Global Epidemic in less than 4 weeks from the U.S. going into quarantine: While our masks are built tough and meant to be washed, they aren't warrantied for Life.
Does DEFY do repairs?
We know stuff happens. Your bag goes through crazy journeys with you and sometimes it can get damaged. Accidents happen! If you want us to fix it, simply email us at email@example.com and provide proof of purchase. We simply ask that you pay to ship the bag both ways and we'll do our best to get the bag back up and running! Many times the fix is so simple we won't charge you. Just contact us and let's try and figure out if it's a covered repair or not. If it's more complicated we'll contact you and let you know how much it might cost. We can only repair bags that have been through normal wear and tear, so if you leave your bag soaking in a flooded basement and it gets dry rot...we unfortunately can't work miracles...but we always do our best to get you up and running again! If the bag is fixable we'll fix it and ship it back to you.
SMS Messaging Terms & Conditions
DEFY BAGS | Defy Bags | 4043 N Ravenswood Ave Ste 125 Chicago IL US 60613-1176
When you opt-in to the service, we will send you a message to confirm your signup.
By opting into messages, you agree to receive recurring automated marketing and informational text messages from Defy Bags for DEFY BAGS. Automated messages may be sent using an automatic telephone dialing system to the mobile telephone number you provided when signing up or any other number that you designate.
Message frequency varies, and additional mobile messages may be sent periodically based on your interaction with DEFY BAGS. Defy Bags reserves the right to alter the frequency of messages sent at any time to increase or decrease the total number of sent messages. Defy Bags also reserves the right to change the short code or phone number where messages are sent.
Message and data rates may apply. If you have any questions about your text plan or data plan, it is best to contact your wireless provider. Your wireless provider is not liable for delayed or undelivered messages.
Your consent to receive marketing messages is not a condition of purchase.
Carriers are not liable for delayed or undelivered messages.
You can cancel any time by texting "STOP". After you send the SMS message "STOP", we will send you a message to confirm that you have been unsubscribed and no more messages will be sent. If you would like to receive messages from Defy Bags again, just sign up as you did the first time and Defy Bags will start sending messages to you again.
Text "HELP" at any time and we will respond with instructions on how to unsubscribe. For support regarding our services, email us at firstname.lastname@example.org.
Transfer of Number
You agree that before changing your mobile number or transferring your mobile number to another individual, you will either reply “STOP” from the original number or notify us of your old number at email@example.com. The duty to inform us based on the above events is a condition of using this service to receive messages.
Messaging Terms Changes
We reserve the right to change or terminate our messaging program at any time. We also reserve the right to update these Messaging Terms at any time. Such changes will be effective immediately upon posting. Your continued enrollment following such changes shall constitute your acceptance of such changes