About BAGGU | BAGGU
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FAQ

About BAGGU

What's your mission?

To make simple, high quality bags in many bright colors, that feel good to use. They're durable and multi-purpose so you can own less stuff.

Where are your products made?

The majority of our product line is ethically made in China. Some of our leather bags are manufactured in the USA.

How are your products made?

BAGGU products are designed to be as eco friendly as possible and are constructed to minimize material waste and ensure high quality. For more information, please click here.

Ordering

How do I place an order?

Orders can be placed through baggu.com all day, every day!
Our Customer Experience team is always happy to help via email (info@baggu.com), chat (check the bottom right corner of your screen), or text (415-980-7482) 10:30am - 6:00pm PST Monday through Friday (excluding Holidays).

What payment methods do you accept?

We accept Visa, MasterCard, American Express, Discover, and PayPal. All prices are stated in USD.

What about sales tax?

We are required by law to collect sales tax for orders shipped to California & New York.

Why was my payment method declined?

Check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system. For your security, our system will not allow a payment to process if the billing information associated with the card doesn’t match.

Can I make changes to my order after it’s been placed?

It depends! We are unable to add items to an order that has already been placed.

We may be able to adjust the address on your order within a short window. Please review information thoroughly during checkout and on your confirmation email. If you see an error, please reach out to info@baggu.com as soon as possible.

How do I use a promo code?

To use a promo code, add all desired items to your shopping cart and proceed to the checkout screen. Review your cart and enter the code you wish to apply to your order. Don’t forget to click “Apply”!

Only one promo code, discount link, or referral code can be applied per order.

Do you do gift receipts?

Product prices are never included on the packing slip included with orders, so gift away! You can also provide a personal message at checkout :)

What's your return/exchange policy on sale items?

All sale items are final sale and may not be returned or exchanged.

Do you make price adjustments?

We're happy to issue a one-time price adjustment for items purchased from baggu.com or BAGGU retail stores that go on sale within 7 days of purchase. A refund for the price difference will be issued via the original method of payment.

To request a price adjustment for a purchase, please send an email to info@baggu.com

Shipping

How much does shipping cost?

We currently offer free U.S. ground shipping on orders over $30. Please note that the order total must be over $30 after a discount code is applied to qualify for free shipping.

For everything else, shipping costs will depend on your address and the method chosen at checkout.

See detailed shipping & handling information here.

Do you ship internationally?

Yes! We ship to most countries worldwide. Unfortunately we are unable to ship to Russia at this time.

Please note, international orders may experience longer delivery times. Before placing an international order, please review our international shipping policies here for detailed information on rates, delivery times, and duties.

When will my order ship?

Once BAGGU receives your order, we start working on it right away! However, it can take our team and warehouse up to 48 business hours to process and prep an order for shipping.

Orders placed on Friday after 3pm PST, Saturday or Sunday will be sent to our warehouse the following business day.

Will I get a tracking number?

Absolutely! Your tracking number will be sent to you via email once your order is ready to leave our warehouse. Once you receive your tracking number, please allow at least 12 hours for the tracking information to update before reviewing your tracking status.

What happens if my package is stolen or delivered, but not received by me?

If you are concerned that your package may have been stolen or delivered incorrectly, please reach out to the shipping company directly to confirm the status of your delivery. It is possible the shipping company may still be in possession of your package and can coordinate a pick up.

If you are unable to resolve the issue with the shipping company, send us an email at info@baggu.com.

My package is in transit, but not moving! Why?

The easiest way to deal with a shipment that appears to have stalled while in-transit is to reach out directly to the shipping company. Sometimes packages will become delayed in-transit if the shipping company needs additional information from you to complete the delivery.

If you are unable to find a resolution with the shipping company, send us an email at info@baggu.com.

Can you ship to a PO Box?

Yes! If your order is going to a PO Box, please choose a USPS shipping option at checkout. Fed Ex is unable to deliver to PO Boxes at this time and requires a valid street address for delivery. 

Why am I being charged international duties and/or taxes?

International shipments are sometimes subject to special duties and fees that vary by country. At this time, we are unable to collect payment for international duties and fees at checkout, so you may be required to pay them separately when your order is cleared through customs.

We know this is not ideal and are actively working to provide a better experience for our international customers.

Should you choose not to pay or pick up your package, it will be returned to us which can take several weeks. Once the item is received and checked back into our system we will be able to issue a refund.

To calculate potential import costs for your order, please contact your country's Customs office directly.

Returns

What is your return policy?

We are happy to offer free U.S. returns on any full priced item in unused condition within 30 days of purchase for a full refund on the original payment method or store credit.

Please note: All sale items are final sale and may not be returned or exchanged.

Read our full Return Policy here.

How do I return something?

To initiate a return for an online U.S. order, please follow this process: Create Return

Once we receive and check your item back into our system, we will promptly process an online store credit or issue a refund.

Please note: All sale items are final sale and may not be returned or exchanged.

See below for more information on international returns and warranty claims, or read our full Return Policy here.

Can I exchange an item for something else?

If you would like to exchange an item you received for something else, please initiate a return for the item you do not wish to keep, and then place a new order separately for the desired exchange item.

Can I return or exchange an item I bought online at a BAGGU retail store?

Yes! Full priced items purchased through our website can be returned or exchanged at any of our retail store locations in unused condition within 30 days of purchase. Please note that refunds issued in-store will take up to 2 business days to process.

How do I return something I bought in a BAGGU retail store?

Full priced items purchased in a BAGGU store may be returned to any store location for a refund within 30 days from the purchase date. If you are not able to get to a store, please contact us at  info@baggu.com with your order number, item, and reason for return.

How do I return an international order?

Full priced international returns are accepted in unused condition within 30 days from the purchase date. To initiate an international return, please send an email to info@baggu.com. In your email, please specify your order number, item, and reason for return. Please note: We are unable to cover shipping costs for international returns.

If you are an international customer and would like to make an exchange, please initiate a return for the item you do not wish to keep by emailing info@baggu.com, and then place a new order separately for the desired exchange item.

Review our full international return policy here.

Need to return a gift?

If you'd like to return or exchange an item you received as a gift, please send an email to info@baggu.com that includes the original order number (if possible), the item you'd like to return and the item you would like to receive in exchange. It is also very helpful if you can provide the first and last name of the person that gifted you the item.

Please note: Final sale items will not be eligible for gift returns or exchanges.

How long does it take to process a return?

Once we receive and process your returned item(s), a refund or store credit will be issued within 5-10 business days. Please allow an additional 2-3 business days for the transaction to appear on your bank account.

Hold on to your return tracking number! If return tracking shows as "delivered" and more than 15 business days have passed, please send us an e-mail at info@baggu.com.

How do I submit a warranty claim?

Manufacturing errors are rare, but if you receive a damaged product please let us know as soon as possible. All products purchased through baggu.com and BAGGU retail stores have a 1 year limited warranty against defects in material and workmanship.

Please note that this does not cover general wear-and-tear.

To initiate a warranty claim, please send an e-mail to info@baggu.com and include the following:

  1. Your original order number or receipt
  2. A brief description of the issue you’re having + how often you use the item
  3. A few clear images of the issue

Read our full warranty policy and more on international warranty claims here.

Can I submit a warranty claim for an item purchased outside of baggu.com or BAGGU retail stores?

We are always happy to answer questions related to our products, but are unable to process any returns, credits, or replacements for product purchased outside of baggu.com or BAGGU stores.

Can’t find your receipt or order number?

No problem! Send us an email with your first and last name, a list of the item(s) you purchased and shipping address, and we’ll help you track down the order number.

What should I do if I receive the wrong item in my shipment?

Don’t worry! We’ll make it right. Should you receive an incorrect item in your shipment, please reach out to info@baggu.com and we’ll help resolve the issue ASAP. In your email, please provide:

  1. Your original order number or receipt
  2. The item(s) missing
  3. The incorrect item(s) received

Stores

Where are BAGGU retail stores located?

We have retail stores in New York and California. See our Visit a Store page for more information.

Please note that product availability in stores may not always reflect that of our website.

Looking for something specific in-store?

You can always chat, email, or text us during business hours and our Customer Experience team will be happy to confirm availability of specific styles in BAGGU retail stores.

We can even put items on hold for you to pick up!

How can I find other stores that stock BAGGU?

BAGGU products are sold by many fine retailers throughout the U.S. and around the world, too! We would be happy to send you a retailer list in your desired location - Just chat, email, or text us during business hours.

Product Care

How do I take care of my nylon and canvas products?

Most of our Nylon and Canvas products can be machine (or hand) washed cold, line dry. Please check the care and content tag on your BAGGU product for exact care instructions, as some items require spot cleaning.

How do I take care of my leather products?

For Leather or Suede care information, please click here.

Ripstop Nylon Recycling Program

How do I recycle my Ripstop Nylon reusable bags?

When your Ripstop Nylon reusable bag has schlepped its last load, it can be recycled! You can drop it off at any of our retail stores, or ship it to:

ATRS SoCal
BAGGU RECYCLING
15870 El Prado Road Unit D
Chino, CA 91708

More Questions?

We’re always here to help Monday through Friday (excluding holidays) 10:30am - 6pm PST

Email: info@baggu.com
Text: 415-980-7482
Chat: Check the bottom right hand corner of our site during business hours!