FAQs

Sorry about that! Payment issues are usually caused by billing details not matching exactly with your card or payment provider. Here are a few things to try:

Double-check that your billing address matches your card statement exactly. If you recently moved, try using your previous billing address. Watch for abbreviations like “Apt” vs. “#” or “Street” vs. “St.” Our verification system can be picky. Try another payment method, or use PayPal if available.

First, check your junk or spam folder. If it still isn’t there, the email address may have been entered incorrectly. Contact us and we can help track down your order.

Please note: adding an item to your cart does not reserve it or lock in the sale price. If an item sells out or a promotion ends before checkout is completed, your order may not go through

You’re most likely seeing one or more pending authorizations, not duplicate charges. Each time an order is attempted, your card may be authorized for the full order amount. An authorization is not a completed charge. Any unused authorizations should automatically drop off once your bank or credit card provider confirms the charge was not processed. This usually takes 3–5 business days, depending on your financial institution.

Once an order is placed, we cannot make changes to it. Cancellation may be possible, but only within a very short window before the order begins processing. Please contact us as soon as possible if you need to cancel.

During holidays, sales, and other high-volume periods, cancellations may not be possible. Orders move quickly through our system, and we may not be able to locate and stop your order before it ships.

Yes! At check out, there is an option for you to pick up your online order at our Toronto store. We strive to fulfill your pickup order within an hour, so you can get your bag ASAP!

The only items you cannot pick up in store are our custom bags. There is no option for pick up if your order contains a custom bag. If you want to pick up an inline bag from our store but also want to order a custom bag, we recommend placing 2 separate orders.

Most of the year we aim to have your order packed and ready to go in 1-2 business days. During promotions or high volume times this processing time may increase.

Want to know your tracking number or if your order has shipped? Track it here.

See how you can return your order here.

We offer free Canada Post Expedited shipping on orders over $149 CAD (after discount, before tax). For orders under this amount we charge $10.

We are unable to offer exchanges online at this time. Should you require an exchange, simply return the original item for a refund. You may purchase the replacement at your convenience, before or after you receive your refund.

Start the return process here.

We only ship within Canada. For all orders outside Canada, please go to timbuk2.com.

While our bags are nearly indestructible, strange things do happen. Lucky for you, all the information you need is right here. We have a repair program that may be able to get your bag back into action. For more details about our Lifetime Warranty and our paid repair program, check out our Warranty and Repairs page. Need a part? Check out our Replacement Parts to see if it can be ordered.

Yes we stock replacement parts on our website. If you are located by our Toronto store, you can purchase the part in store and they can repair the bag on the spot.

We recommend spot cleaning your bag only. Use a damp towel or sponge with mild detergent and gently wipe the affected area.

For greasier or more stubborn dirt, use a small amount of dish soap or a cleaner like Simple Green. Natural fabrics, such as wool or cotton canvas, should be cleaned with a wet cloth. Synthetic fabrics, such as nylon or polyester, can be gently scrubbed with a plastic bristle brush.

Do not wash your bag in a washing machine. Machine washing can damage the waterproof coating, cause colours or materials to bleed, and will void the warranty.

Never put your bag in the dryer. Heat and tumbling can damage the bag, and any machine-related damage is not covered under warranty.

While Timbuk2 products are designed for customers all over the world, because Timbuk2 is based in California, we include this warning to meet California labeling requirements. The warning does not mean the product is unsafe or that it violates Canadian standards; it simply provides information required under California law about potential exposure to certain chemicals.

For more information, http://oehha.ca.gov/prop65/p65faq.html.

Break Up With Your Bag is our year-round bag recycling program. When it’s time to part ways with your old Timbuk2 backpack or messenger bag, you can bring it to our Toronto store.

We work with local partners to help give used Timbuk2 bags a second life with someone who can use them. Donated bags will support community programs, youth organizations, and other local causes.

As a thank you, customers who trade in their old Timbuk2 bag will receive 20% off their next purchase.

E-gift cards, also known as store credits, can be purchased on timbuk2.ca and at Canadian retail stores. All e-gift card purchases are final sale and cannot be returned or cancelled after purchase.

E-gift cards can be used toward merchandise on timbuk2.ca and at our Canadian retail stores. You can redeem up to two gift cards per transaction on timbuk2.ca. If you do not use the full balance, the remaining amount will stay on the gift card for future purchases.

Gift cards do not expire or lose value if unused. They cannot be redeemed or exchanged for cash, except where required by law. Lost or stolen gift cards cannot be replaced, so please treat them like cash.

Gift card balances are not transferable between country websites. Gift cards purchased on timbuk2.ca can only be used on timbuk2.ca or at Canadian retail stores. Gift cards purchased on other Timbuk2 sites can only be used on those respective sites.

Want to buy more than 25 bags for your closest friends, co-workers, clients, or for an event? Reach out to the Toronto Store to get started. They can also help with embroidery options as well.

Our stock availability may differ from timbuk2.com as we have a different distribution centre for timbuk2.ca. If you don’t see the bag you want, please contact us and we’ll do our best to get that bag to you!

If your bag is more than a few years old, chances are we no longer make it; we change colours and designs pretty regularly. You can send us a picture of your old bag and we’ll do our best to help you out.