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 Ultimate Sling straps as the closed-cell foam padding will be damaged and you won't be able to receive a refund...the strap or bag will have to be sent back to you. Pack flat in a box instead.

 

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. Make sure to wrap any buckles in paper or plastic prior to shipping so they don't leave an indentation on the leather. 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):

 

 

2. Ship Items

DEFY RETURNS
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?

Sorry, no.

Can I return apparel that's been worn and washed?

Sorry, no.

 

Does DEFY do price adjustments?

We don’t offer price adjustments. As a small, self-funded company, we simply can’t operate like big box retailers and don’t have the resources to process these kinds of requests.

We totally get how frustrating it is to see something go on sale right after you bought it—it happens to us too. But we kindly ask that you don’t email or call asking for a price adjustment, as we’ll have to say no.

If you purchased an item and later see it on sale, you’re always welcome to return it (as long as it’s new, unused, and meets our return policy) and repurchase at the sale price.

 

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! (if we get enough other people requesting the same, so we can efficiently do a small run) Email us at hello@defymfg.com.

 

If I order an 'Off Menu Bag' can I return it?

Simply put, 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 Since 2008.

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.

 

What if I buy a leather bag and later decide I don’t like the wrinkles or markings?

Natural wrinkles and markings are part of what make Horween leather one-of-a-kind. These variations are signs of authenticity—not defects. For that reason, we don’t accept returns based on the natural appearance or aging of the leather.

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.

Do you offer repairs on second-hand DEFY bags?

DEFY only offers repairs on bags purchased directly through our website or official Amazon store. Because we can’t verify the condition, history, or authenticity of second-hand purchases, we’re unable to extend our repair services beyond original customers. We appreciate your understanding and pride ourselves on standing behind every bag we build—for life, when it’s bought through us.

 

Can I cancel my order?

At DEFY, once we begin processing your order, a cancellation request will incur an $7 processing fee. This fee covers the costs associated with handling and preparing your order. Thank you for your understanding.

If you happen to change your mind after placing an order, we can only cancel an order if you call us at 773-696-1138. We don’t accept cancellations via email, as our small team is busy making your order and not spending our time looking at emails. If you ordered a bag that was set to be manufactured in 'X' amount of weeks, we don’t accept cancellations, as once we receive your order we start manufacturing your specific bag and wouldn’t have made it otherwise. If we aren't able to stop a shipment in time we can only tell you that we do our best and that these things happen...so please call. We're most often faster at shipping than at canceling, so please keep that in mind when placing your order.

 

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 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. 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.

 

Global Shipping:

Shipping outside the United States is typically by UPS International or

 

USPS/GlobalPost 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.

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.

***UPS International may charge you brokerage fees which are service charges for handling customs clearance for international shipments. These fees vary by country and shipment complexity.  Please check with your respective UPS broker in your country prior to using for International orders.

 

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.

US orders with USPS Priority Mail and USPS Ground Advantage are insured by USPS up to $100. If you'd like more insurance you can 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 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, 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.

 

 

What if I refuse to receive an international shipment I ordered? 

If you choose to refuse an international shipment, DEFY will need to deduct any return shipping costs, penalty fees, and duty charges from your original order.

Each bag is made and shipped at your request, and international logistics come with real costs on our end. We completely understand if something changes, but please know that refusing the delivery doesn’t cancel out those expenses—and we’ll need to recover them accordingly.

  

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?

We don’t offer direct exchanges. Just return the item for a refund, then place a new order for what you’d like instead—we’ll get you back to happy in no time.

 

What's DEFY’s warranty?

Every DEFY bag is proudly built in Chicago and guaranteed to be free of defects in materials and craftsmanship. If a defect arises from our workmanship, we’ll repair or replace it—free of charge.

This warranty applies to the original owner from the date of purchase and doesn’t cover normal wear, tear, or misuse. (For example: natural materials like waxed canvas will wear differently—and often faster—than our MIL-SPEC synthetics. That’s part of their charm.)

If damage comes from hard use or improper care, we’re happy to assess it and provide a repair quote.

 

Examples of wear that are not covered:

 

Normal wear happens. That includes things like rips, tears, fading or discoloration of fabric, scratches on leather, and cracking on M35 military tarp over time. These aren’t defects—they’re signs of a bag that’s been out in the world doing its job.

Zippers are not covered under warranty. Like most bag makers, we’ve learned that no matter how much money we throw at using the best zippers on the planet, they can still fail over time. If yours does, we’ll gladly take a look and offer a possible repair estimate, but many times the costs are unfortunately expensive due to how much time it takes to disassemble the bag.

 

Does DEFY do repairs?

We get it—life happens. Bags get used, abused, and sometimes things go sideways. If your DEFY bag needs a repair, just email us at hello@defymfg.com with your proof of purchase.

You’ll just need to cover shipping both ways, and we’ll do our best to get your bag back in action. In many cases, the fix is minor—and on us. If it’s something more complex, we’ll reach out with a quote before moving forward. Please note: repairs are only available to the original purchaser of the bag.

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!

 

SMS Messaging Terms & Conditions

DEFY BAGS | Defy Bags | 4043 N Ravenswood Ave Ste 125 Chicago IL US 60613-1176

 

General

 

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

 

Carriers are not liable for delayed or undelivered messages.

 

Cancellation

 

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.

 

Info

 

Text "HELP" at any time and we will respond with instructions on how to unsubscribe. For support regarding our services, email us at info@defybags.com.

 

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 info@defybags.com. The duty to inform us based on the above events is a condition of using this service to receive messages.

 

Privacy

If you have any questions about your data or our privacy practices, please visit our [Privacy Policy].

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