Shipping & Delivery:
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. Weekend orders are processed the next business day. Anything worth having doesn’t happen fast after all! 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. If you have a questions about the delivery status of your order please send an email and we'll help out!
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.
Returns & Exchanges:
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 exchanges happen! We want you happy!
DEFY will accept merchandise in its 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 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! 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. Please email firstname.lastname@example.org 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.
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.
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.
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.
Privacy & Security: We will ALWAYS keep your info private.