Frequent Asked Questions
To speed up the handling time and enable us to provide a better service, please indicate your order number and email address used for placing your order.
We are happy to help our customers to get their preferred items. However, no amendments could be made after we shipped out the orders.
We are able to update the information in most situations. For changing the shipping address, customers are responsible for any extra charges by any cases of re-routing, resending, or similar situations.
Local orders are shipped within 1-2 business days from the ordering day (excluding holidays). Most orders arrive within 2-5 business days from the day of order.
International orders are shipped within 1-2 business days from the ordering day (excluding holidays). Most orders arrive within 3-7 business days from the day of order.
Please note that some orders may need a longer delivery time due to unforeseen circumstances. When there is a delivery problem, we will immediately notify you via email.
As it may take time for our courier to update the delivery status to the system, you may check your parcel status a few days later. If you notice that the delivery status of your parcel has not been updated for more than 7 days, please contact us immediately via email.
We offer exchanges if customers received any damaged, defective, or incorrect products. Please let us know if you received such products with photos of the item(s). We would advise the return procedures via email if applicable. Meanwhile, we willmay arrange to resend them in the same form as the shipping method originally used for purchase without an extra delivery charge.
According to our policy, we are sorry that we are unable to refund any orders except the products that are defective, damaged, or delivered wrongly.
We do offer a guarantee of a 1-year general repair service from the date of purchase. Please note that you may be charged for the extra repair fee if it is not covered in the general repair service. You may contact us via email with photos of the item(s) for further assistance.
For detachable materials, we would send you a new one so that you could replace it yourself. For undetachable materials or stitching problems, you may send your backpack to us and we would repair your backpack with our personnel.
However, for orders exceeding the 1-year guarantee, the repair and shipping costs will be charged accordingly. Please acknowledge us via email with proof of purchase for our handling.
We do have a membership program. You may sign up and log in to check your order record. We are on our schedule to launch special offers for our members exclusively. Please stay tuned and sign up to be one of our members right now!
We are sorry that the membership program has been updating. We would issue the DN points once the rewards program is ready. We would announce the details to all of our old members.
As we have different restock schedules on different product models, we are not able to provide an exact time period of restocking. Please stay tuned to our website for updates or you may leave us your email for notification.