Timbuk2 Frequently Asked Questions (FAQs)
- Ordering and Payment
- Shipping and Returns
- Warranty, Repairs, and Bag Care
- Additional Topics
- Fabric Guide
ORDERING AND PAYMENT
I THINK I WAS BILLED TWICE! OR MORE...
It's possible, but you're most likely just seeing 2 or more authorizations. Please remember that 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 give us a call, and we'll double check! Contact us with the dollar amount and your billing address details so that we can check to see if there are duplicate orders in your name.
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 might 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 cancellations are NOT possible, the elevated volume make it impossible to locate your order to pull and cancel ready-made/stock bags.
SHIPPING AND RETURNS
CAN I GET FREE SHIPPING?
We offer free shipping on orders over $50 within Singapore. Some exclusions do apply - check out our promotions page for the latest terms.
WHEN IS MY BAG GOING TO SHIP?
Most of the year we ship ready-made items within 1-3 business days of the order being placed.
During promotional campaigns or times where we are experiencing high volume of orders, this processing time may take longer. For the most up to date processing times, please check our shipping page or the final checkout page.
The exact timing of shipment all depends on how many orders are in line in front of yours. Oh, and just to be super clear - "business" means Monday through Friday, and excludes most of Singapore's public holidays.
CAN I RETURN MY STUFF?
As long as it was ordered within 7 days, hasn't been used, and has all the tags still attached! Just follow the instructions below:
All items sold at Timbuk2 go through our quality control procedures where we inspect every item before it is shipped. All goods are shipped fully insured in case of loss or damage.
However, there are times when the item(s) received are damaged, defective, or incorrectly shipped. If this is the case for you, we will gladly replace them. If you have a need to return goods to us, please email firstname.lastname@example.org stating the reason for return, and request for your Returns Merchandise Authorization (RMA) number within 7 days of order receipt.
Once you have your RMA number, you have 14 days to return the unwanted item(s) for an exchange of the same item in a different size or any product that we carry (based on stock availability). Do note that all merchandise must be returned in the condition they were received, and in original packaging.
We recommend that you insure the return shipment as it will be your duty to take reasonable care of the goods, and will be liable for damage to them until we receive them at our operations center. In the case of any dispute, we also recommend that you retain proof of sending.
If the items shipped are defective or different from the ones you ordered, we will be bearing the cost of all shipping fees incurred. Should you refuse the order or want to change it due to preference, do note that you will be charged for all shipping, delivery and storage incurred.
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 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.
DO YOU SHIP INTERNATIONALLY?
We only offer shipping in Singapore. All orders on Timbuk2sg.com are shipped from Singapore and orders are denominated in Singapore Dollars (SGD).
OUR SHIPPING RATES
NINJA VAN - STANDARD
$50.00 and up
NINJA VAN - STANDARD
WARRANTY, REPAIRS AND BAG CARE
MY BAG IS BROKEN OR DAMAGED. WHAT SHOULD I DO?
WHAT? No way! 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.
DO YOU HAVE REPLACEMENT PARTS?
Oh snap. Unfortunately, replacement parts are not available in Singapore. Email a picture of the damaged part to email@example.com and one of our customer service officers will attend to you.
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 for your bag.
- Take a damp towel or sponge with a mild detergent and wipe clean.
- For greasier, more stubborn dirt - try plain dish soap.
- Natural fabrics, such as wool or cotton canvas are best cleaned with a wet rag. Synthetic fibers such as nylon or polyester can be scrubbed with a plastic bristled brush.
Can you wash your bag in the washer? We do NOT recommend it. Why not?
- The fabric have waterproofing coating 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.
CAN I BUY IN BULK?
Want to buy more than 30 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.
DO YOU OFFER OTHER CUSTOM OPTIONS FOR YOUR CUSTOM BAGS?
If you don’t see a fabric colour or choice that you have seen before, it means that it is no longer part of our custom fabric assortment. We do fabric flips a few times a year, so the selection is continually being updated. We may be able to do some minor modifications that aren’t listed on the customiser, but we are not able to accommodate requests for something that is outside of the original design of the bag. For example, we cannot convert a messenger bag into a backpack, or a backpack into a messenger. Reach out to us with your request and we will let you know if we can do that to your bag.
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 TIMBUK2SG.COM?
If you don’t see it on our website, we probably don’t have any more stock available. We change colours and designs pretty regularly, so if you don’t see your old bag from 10 years ago here, it means we don’t make it anymore. Send us a picture of your old bag and we’ll do our best to help you out. For a recently discontinued item, check with our Garage page and you may find something in stock that they can send out.
IS MY BAG ECO-FRIENDLY OR MADE OF SUSTAINABLE MATERIAL?
Since the start of 2021, Timbuk2 produces stylish, utility focused packs and bags that are made of sustainable materials. We landed on MIPAN® regen™, the world's first environmentally-friendly recyclable nylon. Made of pre-consumer waste, woven into 100% recycled nylon - this fabric is soft, comfortable and durable. Guaranteed with a lifetime warranty, these bags are keeping junk out of the dump. All of these products will have a tag on the product that says “Keeping junk out of the dump since ‘89”.
WHICH FABRIC IS THE MOST WATERPROOF? WHICH FABRIC IS THE MOST DURABLE?
With so many different (and amazing) fabrics offered for our bags, both for custom and non-custom alike - 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, mullens, colourfastness, 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 aesthetic (how they look) 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.
Durability: Cordura Nylon.
Water resistant: TPU, then FARP, then Coated (Cordura) nylon.
Professional upscale look: Cotton Canvas, Waxed canvas, and Heirloom Canvas.
WHAT DOES THE D STAND FOR?
- Linings - 150D to 210D
- Main Body Fabrics - 420D to 840D
- Really 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.
FARP - FARP is an internal name that we came up with! it is a polyester backed polyurethane coated fabric, with a bit of a glossiness to it.
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. Denim, chino, gabardine and drill are all types of twill fabric.
Polyester - Polyester fabrics are highly stain-resistant, wrinkle resistant, durable, have a 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.
Poly - Oxford Polyester, Poly, Poly Non-P PVC, and Embossed PU Poly are all derivatives of Polyester and share the same basic properties.
TPU - Thermoplastic polyurethane is used as a liner for our messenger bags and many others. 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 it’s 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.
MIPAN® regen™ - The world's first environmentally-friendly recyclable nylon. Made of pre-consumer waste, woven into 100% recycled nylon.
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).
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. We will not use materials considered toxic by the global community. In addition to regularly assessing the materials we use, we are constantly on the hunt for new and better material solutions.
By using just enough high-quality materials like Bluesign fabrics and smart, efficient construction techniques, this ensures 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.
Timbuk2 Bluesign materials: 1680D, 420 matte, 630D, 600D TPU, 1200D Non-P PVC, grey texture, full-cycle ripstop, carbon ripstop, 30D nylon ripstop.
Pre-consumer waste is any discarded material (plastic, in our case) that comes from the production of something else. Scraps from paper production to aluminium can production to production of virgin nylon or even any extra metal that comes off making a car fender. Basically, a material that is created BEFORE, but ends up in a landfill.
3 REASONS for Using Pre-consumer waste:
- Waste out of land fields
- Conserves petroleum resources
- As we all know, oil is a non-renewable resource. By using this waste, we are reducing the number of raw materials, which are very petroleum (oil) intensive.
- Reduces greenhouse gas emissions