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Frequently Asked Questions

Shipping

How long will it take my order to ship?

Your order should ship within 7 business days of when it was placed. Please note that our warehouse operates 9:00a-5p PST, Monday through Friday, so orders placed over the weekend will be shipped on Monday or Tuesday of the following week. Peak seasons and sale periods can cause delays in shipping, but our fulfillment team works hard to get orders out as quickly as they can.

My order has shipped. When will I receive it?

With standard shipping, your order should arrive between 3-7 business days. Please allow extra time for delays due to Covid-19. You can read more about this here.

Orders and Returns

I was sent the wrong item. What should I do?

We’re so sorry for the mix up! Please contact Customer Experience and we'll make it right for you as soon as possible.

My item has been damaged or has a defect. Is it covered under warranty?

We stand behind the quality and durability on all of our packs, bags and accessories, which is why we offer a reasonable lifetime warranty against defects in materials and workmanship. Our warranty does not cover any damage caused by neglect, improper care, accident, or normal wear and tear.

We also offer a limited warranty against defects in materials and workmanship on apparel. We expect that you'll use your gear, so normal wear and tear isn't covered.

How do I make a return or exchange?

If you purchased a product directly from our site and you aren’t satisfied for any reason, simply return it to us unused and in its original condition within 30 days and we’ll issue you a refund.

At this time we are not able to offer exchanges. If you would like to start a return, please email cs@topodesigns.ca with your order number

Please note: final sale items are not eligible for return or exchange.

Billing and Payment

The checkout page is saying my credit card is invalid, but I know there are enough funds in my account. Why isn’t the transaction going through?

Our checkout page contains a payment filter whose parameters are very detailed to prevent fraudulent purchases. We’d encourage you to triple check that all details have been entered accurately. Excluding a middle initial or using abbreviations in the billing address, anything that would cause a mismatch with your billing address on record, could cause your payment to decline. If your issue at checkout persists, try another payment method or contact our Customer Experience team.

Fit and Sizing

Where is your size guide?

Men's Sizing Chart

Women's Sizing Chart

Still not sure? Email cs@topodesigns.ca and we'll help you out!

Why no petite or plus sizes?

We aim to make products for everybody (and every body) and are continuously working on expanding our size offerings. We understand how important this is, so please stay tuned.

Products

How do I wash my bag?

Soap and water can go a long way when cleaning your pack. If you are looking for a deeper clean, we recommend dry cleaning. Try to avoid the washer as it can get snagged and potentially cause damage. Also avoid the dryer as some materials will deteriorate with heat.

Learn more on how to care for your pack.

What is the difference between water-resistant and waterproof?

The density of the nylon we use, coated zipper backing, and pack cloth lining mean that most of our bags are weatherproof and will keep your gear dry for everyday purposes — pretty much anything except for activities like kayaking or scuba diving where you'll need a true dry bag. Some of them have additional water-resistance thanks to features like taped seams and DWR treatment. Check out our Mountain Pack or any of our bags made with X-Pac (it's the material sails are made out of). They can handle just about anything short of full submersion. We like to think of them as “downpour-proof”.


Still have questions? Get in touch!

If you have questions about a Topo Designs product, or wish to speak to Customer Experience for any reason, please reach out.

Hours

Monday - Friday: 9:00 AM - 4:30 PM PST

Phone

+1 833-677-1097

Thank you! We'll do our best to get back to you within 36 hours.
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