At All Pack Shop, we stand behind the quality of our adventure gear just like we stand beside our global travelers and outdoor enthusiasts. While we’re confident you’ll love your new backpack or luggage, we understand that sometimes you need to make a return or exchange. Our policy is designed with the same care we put into crafting our durable travel solutions.

Our Return Promise

We accept returns and exchanges within 15 days of receiving your order. Your satisfaction is as important to us as the reinforced stitching on our hiking backpacks.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • Kids’ Backpacks with personalized customization
  • Any items that show signs of use or are not in original condition

How to Initiate a Return or Exchange

Step 1: Contact Our Adventure Gear Team

Email us at [email protected] within 15 days of receiving your order with:

  • Your order number
  • The item(s) you wish to return/exchange
  • Reason for return/exchange

Return/Exchange Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Body:
Hello All Pack Shop Team,

I would like to request a [return/exchange] for my order #[Your Order Number].
Item(s) for return/exchange: [Product Name(s)]
Reason: [Brief explanation]

Please advise on next steps.

Best regards,
[Your Full Name]
[Your Contact Information]

Step 2: Receive Return Authorization

Our San Francisco-based team will respond within 24 hours (excluding weekends) with:

  • Return authorization number
  • Shipping instructions
  • Any special instructions for your specific item

Step 3: Package and Ship Your Return

Please ensure:

  • All original tags are attached
  • Items are in original packaging
  • Include the return authorization number inside the package

Return shipping costs are the customer’s responsibility unless the return is due to our error.

Refund Process

Once we receive and inspect your return:

  • Processing Time: 3-5 business days
  • Refund Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Refund Timing:
    • Credit cards: 5-10 business days after processing
    • PayPal: 3-5 business days after processing

Note that shipping fees (both original and return) are non-refundable unless the return is due to our error.

Exchange Process

For exchanges:

  • Follow the same return process above
  • Clearly indicate the replacement item you want
  • We’ll ship your new item once we receive the return
  • You’ll be responsible for any price difference and additional shipping costs

Damaged or Defective Items

If your adventure gear arrives damaged or defective:

  • Contact us immediately at [email protected]
  • Include photos of the damage/defect
  • We’ll arrange a free return and expedite your replacement

Adventure-Ready Guarantee

We design our backpacks and luggage to withstand global travel, but if you encounter any manufacturing defects beyond the return period, contact us. We’re committed to helping adventurers like you travel with confidence.

Still have questions? Our gear experts are happy to help at [email protected] or +1 (415) XXX-XXXX.

Happy travels,
The All Pack Shop Team