Returns & Exchanges
WANT TO START A TIMBUK2.CA RETURN?
Not 100% in love with it? Start the return process.
Contact Customer Service with your order number for a pre-paid shipping label. You can reuse the mailer your order came in to ship it back to us. Please do not fold the bag in half as that can damage it and may result in your return being rejected.
Please note that we do charge a $10 shipping fee on all returns which will be deducted from your refund.
Should you wish to ship the return on your own, please include your order number (e.g.: WEBCA12345) and ship to:
359 Queen St W
Once received, returns take about 7-10 business days to process. A confirmation email will be sent to the email address on file once the return process is completed.
If you live close to our Toronto store, you may also return your order in store. Just make sure you have your order number (found in the order confirmation and packing slip) handy!
Please note that should an order be returned to us due to an incorrect or incomplete address, your order will be automatically refund less $15 for the cost of shipping and handling. If you need to correct your shipping address, please contact us ASAP and we will do our best to amend your address. Note that once your order is shipped, we unfortunately can't redirect or change the shipping address.
WHAT QUALIFIES FOR A RETURN AT TIMBUK2.CA
ELIGIBLE READY-MADE ITEMS
Most items purchased from timbuk2.ca can be returned within 30 days of purchase. Returned goods must be in new, unused condition with all original tags. We will issue a refund to the original form of payment unless your order was a gift, which we will then refund back to a store credit.
We inspect all returned bags and reserve the right to reject any returns that do not meet the criteria noted above. If you are unsure which bag is right for you, please reach out and we will do our best to guide you into the right bag. We also encourage you to do a "mock pack" at home to make sure the bag fits all your things and is comfortable before you take it on your grand adventures!
Please note that items in our Sale section and items marked as Final Sale are not eligible for returns, exchanges, or store credit. Gift cards are not eligible for a refund.
HOW DO I EXCHANGE AN ITEM?
We are unable to offer exchanges 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.
RETURNING A GIFT
If you received an item as a gift and would like to return it (we won't tell!), initiate a return here. You will receive a store credit, usable in store and online. The store credit does not expire.
RETURNS FOR OTHER RETAILERS
If you wish to refund an order purchased on timbuk2.com, please visit the relevant returns page on timbuk2.com for more information.
If you purchased your product from a third-party retailer or a website other than timbuk2.com or timbuk2.ca, please work directly with the original place of purchase for return options.
IF YOU RECEIVED THE WRONG OR DEFECTIVE PRODUCT
If you received the wrong product, are missing something from your order, or your product arrived defective, please contact us. To expedite a resolution, please indicate your order number, as well as the item that was shipped in error or was missing from your order. We will process a replacement shipment and provide return instructions (if applicable) as soon as possible.
PACKAGE LOST OR STOLEN?
We are not responsible for lost or stolen packages. If your tracking information states that your package was delivered to your address and you have not received it, please open a service ticket with Canada Post here.
REPAIRS AND WARRANTY
Timbuk2 offers warranty and paid repair options for most concerns that may come up with your bag. Click here for more details.