Ordering

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. Give that a try!
    • Or, 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.
  • No, I didn't get a message, the contents of my cart just disappeared!
    • Aha! The old disappearing contents trick. Call Customer Service so we can give it a try. We often have the magic touch!
  • I didn't get an email confirmation.
    • Did you check your junk folder?
    • Still no confirmation? That usually means you incorrectly entered your email address. Whoops! contact us and we will help you track it down.

Also, 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 change may prevent your order from going through.

If your order was recently placed, we may be able to cancel your order. Please reach out to us ASAP via chat and we will do our best to cancel your 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 reach out to us ASAP via chat and we will do our best to get your order canceled.

We are so sorry to hear that your bag arrived damaged. We try our best to provide the best bag experience, however, some factors like shipping and handling are outside of our control, and issues like this can happen.

Please reach out to us at customerservice@hautehauteness.com with photos of your damaged item and your order number and we will do our best to make things right!

For orders shipping within the United States: Local sales tax is assessed for orders shipped to addresses in the United States where we have a brick and mortar Timbuk2 store. All Gift Card and eGift orders are exempt from all sales tax in states we collect tax in! For those states we do not have operations, you are responsible for paying any sales/use taxes with your state tax authority.

You can find our bags on our EU sister site! Please visit Timbuk2bags.eu

International orders are subject to duties, customs, and value-added taxes that aren't reflected in our prices. You will be responsible for paying these charges upon receipt of your order, at full price, including free gifts with purchase, buy one get one free items, and discounted pricing. We are required by law to disclose the full value of the package contents and cannot alter this value.

Please check with your local customs office for more information on your custom/duties liability as these vary based on location.

Payment

We currently accept all major card providers, as well as PayPal, Google Pay and Shop Pay!

You're most likely just seeing 2 or more authorizations on your account. 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 please reach out to our customer service team, and we'll double check! Contact us with the dollar amount and your order details so that we can check to see if there are duplicate orders in your name.

Sadly, we can only accept one form of payment at a time. If you'd like to purchase a Timbuk2 gift card, you can use your gift card with a credit card or one of our other payment methods!

Just like with all good things in life, there are some limitations. Please make sure to check out our Promotions page for all the details on our current discount codes and any exclusions that may apply.

Shipping

Yes we do! Free UPS Surepost shipping is offered to orders over $50 USD shipping within the Continental US.

The subtotal for your order must be $50 USD after discounts and before taxes are applied in order for the promotion to apply.

**This promotion is not applicable for orders containing luggage rollers such as the Co-Pilot Roller. **

Currently, All non-custom items have a processing time of 1-2 business days before they are shipped.

Orders using one of our expedited shipping methods (UPS 3 Biz Day, UPS 2 Biz Day and UPS Next Biz Day) are eligible for same-day fulfillment as long as the order is placed by 12:00 PM Pacific during business days.

All custom bag orders have a processing time of 2-3 weeks before they are shipped.

Currently, we ship to all U.S. domestic locations, Canada, and most international locations.

We currently do not ship to the following countries:

  • Albania
  • Austria
  • Belarus
  • Belgium
  • Bosnia - Herzegovina
  • Bulgaria
  • Burma (Myanmar)
  • Central African Republic
  • Democratic Republic of the Congo
  • Croatia
  • Cuba
  • Republic of Cyprus
  • Czech Republic
  • Denmark
  • Estonia
  • Eritrea
  • Falkland Islands
  • Finland
  • France
  • Germany
  • Ghana
  • Greece
  • Hungary
  • Iraq
  • Iran
  • Ireland
  • Italy
  • Kosovo
  • Latvia
  • Lebanon
  • Liberia
  • Libya
  • Lithuania
  • Luxembourg
  • Macedonia
  • Malaysia
  • Malta
  • Montenegro
  • Netherlands
  • Nigeria
  • Democratic Peoples Republic of (North) Korea
  • Poland
  • Portugal
  • Romania
  • Russian Federation
  • Russia/Kurile Islands
  • Serbia
  • Slovakia
  • Slovenia
  • Somalia
  • Republic of South Sudan
  • Spain
  • Sudan
  • Syria
  • Sweden
  • Tunisia
  • Ukraine
  • Venezuela
  • Yemen
  • Zimbabwe

You can track your order here: https://www.hautehauteness.com/pages/orders-tracking

Note: Orders typically take 1-2 business days to be shipped. please allow for this time before your order updates.

Sadly we do not offer gift receipts or gift wrapping for online orders!

However, all of our online orders will only come with a packing slip that will contain no pricing, just the order number they will need if they wish to exchange their gift.

Returns & Exchanges

Most ready-made items can be returned within 30 days. **Custom products and items marked Final Sale are not eligible for return. **We will issue a refund to the original form of payment or store credit if preferred. Returned goods must be in perfect, unused condition with all original tags. If you received your order damaged, please reach out to our customer service team to get this resolved!

All returns are subject to a $9.00 return shipping fee; which will be deducted from your eligible return's refund or store credit.

Domestic U.S. customers with orders placed on hautehauteness.com can initiate a return within 30 days from the order date for brand new/ unused items through our portal here.

Canadian customers with an order placed on Timbuk2.ca can initiate a return within 30 days from the order date for brand new/ unused items through our portal here.

If you are an international customer, please reach out to customerservice@hautehauteness.com to begin a return. Please note that we do not cover the shipping cost for international returns.

Our exchanges are processed the same way as our returns. Please visit our Return Center to initiate the return and you will receive a voucher to use on your next purchase without having to wait for your return to make it to us!

Please note that any amount used from your voucher will be discounted from the final refund you will receive.

Warranty & Repairs

Timbuk2 bags have a lifetime warranty; we stand behind the legendary quality and craftsmanship of all our products. Our warranty is valid only when an eligible Timbuk2 product is purchased through Timbuk2 directly (via hautehauteness.com or one of our brick-and-mortar retail stores) or through an Authorized Reseller.

We also embrace the wild, twisty ways of life. If there is a defect in the materials or workmanship we will repair the bag at our discretion. Damages not covered are those resulting from abuse, normal wear and tear, accidental damage, and cosmetic damages that do not affect the functionality of the bag (such as scratches or stained fabrics). Any damage to, loss of the contents of a bag, loss of use, loss of time, or similar expenses are not covered. The lifetime warranty also does not include our apparel products, such as Timbuk2 t-shirts, hoodies, wallets, hats, and face masks.

To get the process started on getting your bag a new lease on life, please make sure to file your claim here!

Once you have submitted your claim, you will receive an email with your claim number as well as instructions on how to send your bag to us.

If you purchased your bag outside of the USA and Canada, please contact us for local representatives that may be able to help. Please provide your proof of purchase and the location for the bag when submitting your claim.

Should your bag require service in the USA, shipping to and from the U.S. for your bag is not covered by Timbuk2.

While we do not cover the cost of sending your bag to our warranty department, we will cover the cost of shipping the bag back to you as long as you are within the continental U.S.

If you are located outside of the U.S., Timbuk2 will cover a portion of the return shipping cost and you will be invoiced for the rest.

Yes! You are welcome to drop off your bag at any of our Timbuk2 Store locations and our wonderful store staff will handle getting your bag shipped to our repair center at no cost. All we ask is to come prepared with a claim already filed to save time at the store.

You can find our store locations here.

Yes! We stock replacement parts on our website that are available for purchase. Replacement 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 here, or you believe the broken part is covered by our warranty, email a picture of the damaged part to warranty@hautehauteness.com

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.
    • 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 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 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. Any damage caused by the machine won't be covered under our warranty.

Materials

Here is a list of our most commonly used fabrics:

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 color retention, and can withstand strong and repetitive movements.When woven with synthetic fibers, it creates a material with superior wind and environmental resistance compared to plant-derived or natural fibers.

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

We care about doing the right thing, and that's why we use raw materials certified by bluesign® . They're an international organization recognized for their body of standards that ensure safe, sound, and sustainable manufacturing. From fabrics to finishes, "The Blue Way" helps us create products low on waste and high on value.

How does the bluesign® work? The bluesign® organization is involved at every step in the supply chain—from chemical formulation to finished product—to keep chemicals of concern out of the process. The group works with factories and brands to impact the following areas:

Resources: By consulting with them about better chemicals and manufacturing processes, bluesign® helps factories operate more efficiently, which reduces overall water, energy and chemical use.

Occupational health and safety: By working with manufacturers to eliminate hazardous chemicals and to put in place safety features like ventilation systems, bluesign® helps protect workers from exposure to chemicals.

Water and air pollution: bluesign® approved factories must meet stringent standards for pollution control.

Consumer safety: The bluesign® system also features the world’s strictest chemical safety requirements for textiles.

Additional Topics

Want to buy more than 25 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.