Shipping / Delivery / Customs Duties:
Because we hand-craft all bags in small batch runs, your bag will be finished and shipped from Chicago within 1-2 weeks of orders received M-F. (But more times than not we have your bag already in stock and can ship quicker.) Orders placed on Friday and over the weekend are processed on Monday. Shipping within the United States is by UPS Ground, but we can get it to you faster if you need it sooner. International shipments usually arrive 2-4 weeks after your order is processed and you will be responsible for any customs fees. We recommend looking into your country's applicable customs fees prior to ordering, as DEFY is not responsible for re-shipping costs should there be an issue at customs. If you have a question about the delivery status of your order please send an email and we'll help out. Free Shipping in the U.S. happens on orders over $250. International Free Shipping occurs on orders over $350.
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 recommend you follow up with the shipping company in these instances.
If you happen to change your mind after placing an order, you are able to cancel by signing in to your account and selecting Cancel. If you have canceled an order by mistake you can also select Reorder while on "your account" page.
We know it's hard to get an exact idea of what bag is going to work when buying online, so we do understand that returns and maybe wanting to order a different bag happens.
DEFY will accept merchandise in it's original and unused condition for refund or exchange within 45 days from date of delivery. If after 30 days there will be a $45 restocking fee. We will not do returns or exchanges on merchandise owned over 45 days. If the bag is visibly or even lightly used we won't be able to accept it's return and will return to sender. (We can't sell used bags yo!) If merchandise is returned in a damaged or used condition DEFY retains the right of return refusal so please test out and pack your returns with care. (especially Horween Leather bags: it's best to wrap it completely in paper and make sure that the strap is taken off and placed inside the bag, and any buckles are closed. Otherwise the leather can get cut and we won't be able to accept the return.) We unfortunately can't do returns on bags with added / sewn on leather accessories like Mr. Gripper handles.
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!
Please email email@example.com with your name, order number, and items you wish to return or exchange. Ship the items to:
4527 N Ravenswood Ave
Chicago IL 60640
All return shipping costs will be paid for by the customer and are their responsibility. DEFY will not assume responsibility for reimbursement or compensation in the event that the return package is lost, stolen, or mishandled. Please insure and track accordingly.
If you return a bag and USPS or UPS for whatever reason can't deliver it and it has to be sent back to you, we cannot reimburse. That's unfortunately out of our control.
If DEFY no longer carries a particular version of a bag, or if a bag has new improvements made to a series, we do not accept exchanges as the older version is no longer being sold on the site.
Refunds for returned items are processed in 1-2 business days of the merchandise's arrival at DEFY. Your will receive an email confirmation and the funds will be refunded to the original form of payment. Shipping costs are not included. Please note it may take 1-2 days for your bank to process the refund. If you reject an international shipment or do not pick it up and the bag is returned to DEFY, your refund will only be processed after DEFY receives the bag.
Corporate Order Returns:
DEFY does not do corporate order returns unless there is a material or manufacturing defect.
Returns on products purchased from DEFY 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.
Gift cards must be used within 12 months of purchase or there is a $30 inactivity fee for reinstating it.
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 firstname.lastname@example.org 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. If it's not fixable we'll send you a replacement if we still carry the bag. (please include a note with your bag, otherwise we'll assume you want it fixed and will fix and send back. Thanks!)
A note about when DEFY has SALES:
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! Like we said, we're not remotely staffed to be able to respond and all of our limited time is taken up designing, manufacturing and shipping world class products. Thank you very much for your understanding.
Package Forwarding Companies:
DEFY IS NOT RESPONSIBLE FOR LOST OR STOLEN ITEMS IF YOU CHOOSE TO SHIP USING PACKAGE FORWARDING / RESHIPPER COMPANIES. If you choose to ship with these companies and your package never makes it, or is missing items, DEFY IS NOT RESPONSIBLE. (We've had nothing but bad experiences with these companies in the past, unfortunately.)
Privacy & Security: We will ALWAYS keep your info private.