Frequently Asked Questions
- Ordering and Payment
- Shipping and Returns
- Warranty, Repairs, and Bag Care
- Recycling My Bag
- Fabric Guide
- e-Gift Cards
- Proposition 65
- Additional Topics
ORDERING AND PAYMENT
MY ORDER WON'T GO THROUGH!
Trust us, we really want your money, so just hold tight and we'll figure this out together.Did you get a red message that said to check your payment or billing details?
- Have you moved in the last 8-10 months? If so, our billing address verification system probably wants to use your previous billing address.
- Do you have any abbreviations in your billing info? Check your statement and see exactly how it's listed: 'apt' vs '#' or 'Street' vs. 'St.' You get the idea. Our verification can be super strict; you gotta get it just right.
- Aha! The old disappearing contents trick. Call Customer Service and they can give it a try.
- Did you check your junk folder?
- Still no confirmation? That usually means you've incorrectly entered your email address. Contact us and we will help you track it down.
We should note that having an item in your cart does not reserve it, nor does it save the sale price. If we sell out of the item or the sale ends this may prevent your order from going through.
I THINK I WAS BILLED TWICE! OR MORE...
It's possible, but you're most likely just seeing 2 or more authorizations. Every time you attempt to make an order, your card will be authorized for the total amount of the order. However, an authorization is not a charge. Any unnecessary authorizations will fall off your statement as soon as your bank verifies that we did not process the charge. It may take 3 - 5 business days for the authorizations to drop off. We know this whole thing can be super confusing so contact us and we'll double check!
CAN I CANCEL OR CHANGE MY ORDER?
We want to say yes but we have to say no. Unfortunately, once your order is placed, we cannot make any changes to it. It may be possible to cancel your order; please CALL US as soon as possible if you wish to do this, as we work hard to get your order shipped quickly and have a very short window of opportunity to cancel orders. Our window is teeny tiny, so timing is of the essence.
Please note during sales and flash promotions, order cancelations are NOT possible.
WILL I HAVE TO PAY DUTIES AND CUSTOMS FEES?
No, you will not have to pay duties or customs fees as we are shipping your orders from Toronto. You will, of course, be paying relevant federal and provincial sales taxes.
SHIPPING AND RETURNS
CAN I GET FREE SHIPPING?
We offer free shipping on orders over $50 CAD (after discount, before tax). For orders under this amount we charge $10 and for oversized items (such as luggage) we charge $15 for shipping.
WHEN IS MY BAG GOING TO SHIP?
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.
HOW DO I RETURN MY ORDER?
It’s super simple! Please find more information on returns on our returns page.
CAN I EXCHANGE MY BAG FOR A DIFFERENT ONE?
Our exchanges are processed the same way as our returns -- you would return the bag to us and we will issue you a refund to your original form of payment. Need a store credit instead? Don't want the gift giver to know you prefer an alternative item? Reach out to us directly and we'll get you set up.
You can purchase the replacement before or after you have received the refund depending on your timing and needs. Click here to set up a return.
DO YOU SHIP INTERNATIONALLY?
We only ship within Canada. For all orders outside Canada, please go to timbuk2.com.
WARRANTY, REPAIRS, AND BAG CARE
MY BAG IS BROKEN OR DAMAGED. WHAT SHOULD I DO?
While our bags are nearly indestructible, strange things do happen. Lucky for you, all the information you need is right here. We have a repairs program that may be able to get your bag back into action. For more details about our Lifetime Warranty and our paid repairs program, check out our Warranty and Repairs page. Need a part? Check out our Replacement Parts to see if it can be ordered.
DO YOU HAVE REPLACEMENT PARTS?
Yes we stock replacement parts on our website that are available for purchase. Parts are available if you want to do the repair yourself or if the broken part is not covered by our warranty. Our warranty policy does not cover accidental damage such as busted wheels caused by baggage mishandling, straps that were chewed up by your dog, or lost parts. If you don’t see the part you need or you believe the broken part is covered by our warranty, email a picture of the damaged part to email@example.com.
MY BAG IS LOOKIN' A LITTLE DINGY, WHAT I CAN DO?
So your Timbuk2 bag is no longer looking its best and you want to make it sparkling new again? We recommend spot cleaning your bag.
- Take a damp towel or sponge with a mild detergent and wipe clean.
- For greasier, more stubborn dirt try plain dish soap or a cleaner like Simple Green.
- Natural fabrics, such as wool or cotton canvas, are best cleaned with a wet rag. Synthetic fibres such as nylon or polyester can be scrubbed with a plastic bristle brush.
- We do NOT recommend washing your bag in the washer! Why not?
- The fabrics have waterproofing coatings on the inside that can be washed away in the washer.
- Some features of the bag might bleed or run.
- It will void the warranty.
- NEVER put your bag in the dryer. Ever. You will cry, we will cry, everyone involved will cry... and any damage caused by the machine won't be covered under our warranty.
RECYCLING MY BAG
BREAKING UP WITH MY BAG (RECYCLING A BAG)?
Oh yes, sometimes the day comes when it’s time to move on. It’s not me, it’s the bag.
We offer a recycling program year round through our Timbuk2 retail stores and timbuk2.ca. And not just in the super green-save-the-earth way, but in a rad pay-it-forward kind of way. We work with local partners to give your old Timbuk2 bag a new lease on life with a new owner that can use it. From homeless youth to kids learning to ride bikes in urban settings, your bags will go to worthy causes. Should your bag be so well loved that it’s not donatable, we work with Renewal Workshop to rehab bags or break them down into recyclable raw materials. We have a strict no bags to landfill policy, and we’re always looking for new ways to recycle our bags and keep Mother Nature happy.
Want to break up with your bag? We offer a discount of 20% off full-priced items when you recycle your backpack or messenger bag in store or through the process below:
Send your bag, along with a legibly written email address to:
You’ll receive an email coupon within a week of us receiving your bag for recycling as long as a legible email address was included. Please note we are not accepting luggage at this time!
You can also bring your bag to our Toronto store for a 20% off trade-in discount to be used on the spot!
With so many different (and amazing) fabrics offered for our bags, naturally, you may be asking yourself: what's the difference?
Which fabric is the most water resistant? Which is the most durable? What do all those numbers mean? And what does the D stand for? All great questions.
Rest assured that regardless of the fabric you opt for, we made sure to select materials that are tough enough for whatever life throws at you. Each bag flows through a cycle of uncompromising care, craftsmanship, and serious product testing.
We evaluate the performance and durability of ALL of our fabrics and materials by testing their tensile strength, seam slippage, water column, tear abrasion, ball burst, colour fastness, and other sexy things. Only materials that pass our rigorous testing earn the right to be integrated into Timbuk2 products.
WHICH FABRIC SHOULD I CHOOSE?
That depends on your needs! The main differences between the fabrics we offer, other than aesthetics, is that certain ones offer a primary performance function, such as being lightweight, durable, reflective, water resistant and so on. Below is a list of primary fabric functions and which fabrics excel in those areas.
- Lightweight: Ripstop nylon
- Durability: Cordura nylon
- Water resistant: TPU and coated Cordura nylon.
- Professional look: Cotton canvas, waxed canvas, and heirloom canvas.
WHAT DOES THE D STAND FOR?
The "D" stands for denier which is the weight of the fabric. Many of the materials we use are not measured in density or weight; this is a measurement with roots in cotton and apparel. Denier is the measure of the weight of a fabric when you’re comparing two deniers of the same material. However, when you’re comparing between different materials (for example, nylon and polyester) all deniers are not equal. Since nylon is a stronger material than polyester, 420D nylon is actually stronger than 600D polyester. Here are some typical guidelines for fabric denier ratings and where they are typically used on our products:
- Linings: 150D to 210D
- Main body fabrics: 420D to 840D
- Extra heavy materials: 1050D to 1680D
FABRICS WE USE
Cordura Nylon: Generally, the exterior nylon we use is Cordura. Cordura nylon is known for its durability and resistance to abrasions, tears, and scuffs.
Ripstop Nylon: Ripstop fabrics are woven fabrics, often made of nylon, using a special reinforcing technique that makes them resistant to tearing and ripping. During weaving, thick reinforcement threads are interwoven at regular intervals in a crosshatch pattern.
Recycled Nylon: We use MIPAN regen, a nylon that is made from 100% pre-consumer waste, which is material waste before it reaches consumers, such as excess textiles. This fibre conserves petroleum resources and is GRS (Global Recycled Standard) certified. In addition to being eco-friendly, recycled nylon possesses all the properties of virgin nylon.
Canvas: A heavy, durable plain-weave cotton fabric. We use a synthetic or natural wax that's infused in the canvas to provide a waterproof coating to help further the weather resistance of the bags.
Twill: A popular weave pattern identified by diagonal lines on the face of the fabric. Cotton and polyester are the most common materials used for twill. Denim, chino, gabardine, and drill are all types of twill fabric.
Polyester: Polyester fabrics are highly stain-resistant, wrinkle resistant, durable, have high colour retention, and can withstand strong and repetitive movements. When woven with synthetic fibres, it creates a material with superior wind and environmental resistance compared to plant-derived or natural fibres.
TPU: Thermoplastic polyurethane is used as a liner for our messenger bags and many other packs. It is abrasion-, weather-, tear- and water-resistant. It has been in use as a fabric coating material in the textile industry for over 30 years, and its first application was as a replacement for PVC where the "look and feel" of PVC was of value but the performance of PVC was lacking in areas such as flex properties, abrasion resistance, low temperature properties, and cleanability.
Each material counts. Our strict product testing is aimed at ensuring that each product we manufacture will stand up to everyday use in the city and beyond. Our uniform test and textile standards are based on ASTM (American Society for Testing and Materials) standards.
FABRICS AND THE ENVIRONMENT
We evaluate the environmental impact of our materials. If it won’t last or is toxic in any way, we simply won’t use it. In addition to regularly assessing the materials we use, we are constantly on the hunt for new and better material solutions.
Using high quality materials like Bluesign fabrics and smart, efficient construction techniques, we ensure that our products are low on waste and high on value. The goal is to maintain the highest level of quality while keeping the cost competitive.
E-GIFT CARD TERMS & CONDITIONS
Electronic gift cards can be purchased on timbuk2.ca and at any Timbuk2 Canada retail store locations. Gift cards are final sale: no returns or cancellations after purchase.
They are redeemable for merchandise on timbuk2.ca, any of our Canadian retail stores, and by phone within Canada. You can redeem up to 2 gift cards per transaction on timbuk2.ca. Upon redemption, any unused balance will remain on the gift card for future purchases. Gift card balances can’t be redeemed or exchanged for cash, except where required by law.
Gift cards don’t expire or decrease in value if unused, however we cannot replace a gift card if lost or stolen, so please treat it like cash! We reserve the right to refuse, cancel, or hold gift cards and orders for suspected fraud, for cards mistakenly issued in an incorrect denomination, or for other violations of our gift card policies.
Gift card values are non-transferable between different country websites. All gift cards purchased on timbuk2.ca can only be used on purchases on timbuk2.ca or in our Canadian retail stores. All gift cards purchased on timbuk2.com, timbuk2.au, timbuk2bags.eu can only be used on purchases for those sites, respectively.
WHAT’S THIS PROP 65 I’M SEEING ON THE TAG OF MY BAG?
Proposition 65 is a law that is unique to the state of California. Regulations concerning the law are processed through the California Office of Environmental Health Hazard Assessment (OEHHA), which maintains a list of chemicals that it determines as ‘known to the State of California to cause cancer and/or reproductive toxicity’.
Prop 65 prohibits anyone in the course of doing business in California or selling a product to a consumer in California to knowingly and intentionally expose any individual to a chemical, even in very minimal amounts, that the California OEHHA has added to the list, without giving a warning.
Prop 65 applies to retail, mail order, and Internet sales of products, even if sold outside of the state.
DOES PROP 65 APPLY TO ALL PRODUCTS?
Yes, Prop 65 applies to all consumer products, both children and adult products.
WHY DOES THE PRODUCT I’VE BOUGHT CONTAIN A WARNING?
Prop 65 entitles California consumers to special warnings for products that contain chemicals determined by the state of California to cause cancer and birth defects or other reproductive harm if those products expose consumers to such chemicals above a certain level set by California.
WHAT IS THE PURPOSE OF THE PROP 65 WARNING?
The purpose of Prop 65 is to notify consumers that they are being exposed to chemicals that are determined by California to cause cancer and/or reproductive toxicity. Consumers can decide on their own if they want to purchase or use the product. A Prop 65 warning does not necessarily mean a product is in violation of any product safety standard, law, or regulation.
WHAT CHEMICALS ARE IDENTIFIED ON THE OEHHA LIST AND WHAT ARE SAFE HARBOR LEVELS, NO SIGNIFICANT RISK LEVELS, AND MAXIMUM ALLOWABLE DOSE LEVELS?
As of 2015, over 935 chemicals are on the OEHHA list.
Safe Harbor Levels, which include No Significant Risk Levels (NSRLs) for cancer-causing chemicals and Maximum Allowable Dose Levels (MADLs) for chemicals causing reproductive toxicity, are levels of exposure that trigger the warning requirement for many of the listed chemicals, as determined by OEHHA.
However, OEHHA does not have Safe Harbor Levels for all listed chemicals. If there is no Safe Harbor Level, businesses that expose individuals to that chemical would be required to provide a Prop 65 warning unless the business can demonstrate the anticipated exposure level will not pose a significant risk of cancer or reproductive harm.
Determining anticipated levels of exposure to listed chemicals can be very complex. It is very problematic and costly to try and prove that the presence of a listed chemical is what California might consider a No Significant Risk Level (NSRL) or Maximum Allowable Dose Level (MADL).
WHAT ABOUT SIMILAR PRODUCTS WITH NO WARNING LABELS?
You can’t assume that products without warning labels are chemical free or exempt from the Prop 65 warning requirement. It’s possible that the product isn’t sold in California – the only state that requires this warning label. And some companies only put the labels on products that will be sold in California, so you won’t see them unless you buy the product there. Finally, older products sold prior to when the labeling requirement went into effect, may also contain the listed chemical(s).
IS THE PRODUCT SAFE?
We emphasize that a Prop 65 warning does not necessarily mean a product is in violation of any product safety standards or requirements. All Timbuk2 products meet federal regulatory standards. Some products may contain one or more listed chemicals that, by California standards may present a risk of cancer and/or reproductive toxicity, if exposure levels to an individual are high, the warning is provided to allow consumers to assess their individual risk.
WHERE CAN I GET MORE INFORMATION?
For general information on Prop 65, list of chemicals, and FAQs from the California regulatory OEHHA’s website, please access http://oehha.ca.gov/prop65/p65faq.html.
CAN I BUY IN BULK?
Want to buy more than 10 bags for your closest friends, co-workers, or for an event? Corporate Sales to the rescue! Our Corporate Sales team does wonders with custom embroidery and screen printing. To kick off your own project, contact us here.
DOES MY MESSENGER BAG COME WITH A CROSS STRAP?
Yes, your classic messenger bag should have come with a cross strap (except the XS size). They like to hide, and they are really, really good at it!
Check the inside of the bag. Against the inside of the front wall of the bag there is a zipper that runs along the top seam. The zipper is pretty hard to see. Fish around in that big pocket and see if the cross strap is there. If it isn't, please reach out to us and we'll get one out to you ASAP.
I CAN'T FIND THE BAG I WANT ON TIMBUK2.CA
Currently our stock availability differs from timbuk2.com as we have a different distribution centre for timbuk2.ca. If you don’t see a 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.
CAN I ORDER A CUSTOM BAG?
timbuk2.ca currently does not offer custom bags. Please contact our Toronto retail store if you would like to place a custom order: firstname.lastname@example.org or 416-979-3030, option 2.