FAQ's


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 75 bags. Making a bag we already produce in another color or leather? Maybe!?! Email us at hello@defymfg.com.

Do you do corporate orders?

DEFY loves doing Corporate Orders. We can do as few as 75, or as many as in the thousands! Please check out our Corporate page and let's get the discussion going.

Where are your products manufactured?

All DEFY products are Hand-Crafted start to finish in Chicago.

Do you have a retail space in Chicago?

Yes, please stop in. No appointment necessary. Address and hours are listed on our Stockist page and Google.

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 hello@defymfg.com.

When is my order going to ship?

Because we Hand-Craft all bags in small batch runs, your bag will be shipped from Chicago within 1-3 business days of your order being received. 

We are closed Saturday and Sunday, any orders placed on Friday or over the weekend are processed on Monday and will ship out that week. Pre-order or out of stock products will indicate estimated shipping time and we 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 hello@defymfg.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.

What shipping options do you have?

US Mainland:

Shipping within the United States mainland is provided by UPS Ground or USPS First Class and shipping time depends on how far away you are from Chicago, IL. If you are shipping to a PO Box select UPS Ground at checkout but we will ship by USPS Priority.

UPS Ground will take 1-5 business days to deliver.

USPS First Class will take 1-3 business days to deliver.

Global Shipping:

Shipping outside the United States is by USPS Priority International or USPS First Class International.

USPS Priority International will take approximately 6-10 business days to deliver.

USPS First Class International will take approximately 2-4 weeks to deliver.

International orders shipped from DEFY will ship out by USPS and transfer to your country’s national postal service when it clears customs. Customs takes as long as it's going to take, please expect it to take a few days. Customers will be responsible for any import and customs fees. 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 orders with UPS Ground 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 will not be 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.

International orders with USPS First Class International shipping will not be 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?

If you need to expedite your order or have a date it needs to arrive by please contact us at hello@defymfg.com ASAP.

I live in Chicago, can I pick up my order in person?

Yes, we offer In-Store Pickup at our Chicago showroom, 4527 N. Ravenswood, Suite 105, Chicago, IL. 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 $250 and we ship using UPS Ground. International Free Shipping occurs on orders over $350 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 two months to officially complete. If you shipped with USPS Priority we can file a claim for the order once the two 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.

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. 

If after 30 days there will be a $45 restocking fee. DEFY accepts returns over 30 days on a case by case basis.

We will not do returns or exchanges on merchandise owned over 45 days.

If merchandise is returned in a damaged or used condition DEFY retains the right of refusal.

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. Especially be careful with leather bags: it's best to wrap it completely in paper or a plastic bag and make sure that the strap is taken off and placed inside the bag, and any buckles are closed. Otherwise, the leather can get damaged and we won't be able to accept the return.

Return Instructions

1. Select the Items You Want to Return (for example):

Quantity

SKU

Description

1 x

B2124HL-BLK

Defender Briefcase | Horween Austin Calf Leather

 

2. Ship Items

DEFY RETURNS
4527 N Ravenswood Ave
Suite #105
Chicago IL 60640

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?

If the bag is visibly used (even lightly used), we won't be able to accept its return and will send back to the sender at their expense. 

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 stockists?

If you're looking for a replacement, return, repair or exchange from one of DEFY's Stockists you will need to do so through the Stockist 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 and tear that are not covered:

Rips, tears, fading on 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.

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 hello@defymfg.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.

Does DEFY do price adjustments?

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 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. It gets very complicated in our system to continually make these price adjustments over and over again and honestly, causes us to get distracted from what we do best: Make amazing gear! Thank you very much for your understanding.