FREQUENTLY ASKED QUESTIONS
ORDER PROCESSING | SHIPPING | RETURNS | PRODUCTS | WARRANTY | AIRLINE DAMAGE | LOCKS | PARTNERSHIPS | WHOLESALE | CAREERS | CONTACT US
I placed an order. When will I receive an email confirmation?
As soon as your order is placed, you should receive an email confirmation. If, for some reason, you did not receive an email, contact us at email@example.com.
How can I cancel or make a change to an order?
Please contact firstname.lastname@example.org immediately if you wish to cancel or request any changes to your order. We will not be able to cancel or adjust orders once they have been processed or shipped.
I cannot place an order on the site. Is there an alternative way to place my order?
If you are having trouble placing an order through a desktop or mobile device, please contact us at email@example.com. Unfortunately, we cannot take orders over the phone.
What forms of payment do you accept?
We accept debit cards, credit cards, PayPal, and Apple Pay.
How long does it take to process my order?
Once you place your order, please allow up to 1-2 business days for your order to be processed.
Where can I find tracking information for my order?
Tracking information is sent in a shipping confirmation email. Please note that USPS/UPS tracking updates can take 24-48 hours to become available. If you cannot locate a shipping confirmation email in your inbox or spam folder, an email address may have been entered incorrectly when placing the order. Please contact firstname.lastname@example.org for help.
Where does CALPAK ship to?
CALPAK currently ships to the Continental United States only. If you would like to order an item to be shipped to Alaska, Hawaii, or internationally, please contact us at email@example.com for additional options.
How much does shipping cost?
Ground shipping is currently free for all orders over $75! All other orders are shipped for a flat rate of $7.95.
How long does shipping take?
Ground shipping can take between 2 to 9 business days from the date your order is placed. Orders placed on Friday will be shipped on Monday. Our offices are closed on weekends. You will receive an email with shipping updates and order tracking information. Remember, processing times may be extended during any major holidays.
Can I get expedited shipping?
Expedited shipping is not available at this time.
Do you ship to P.O. boxes?
No, unfortunately, we are not able to deliver to P.O. boxes. If you enter a P.O. box as a shipping address, your order will be delayed or canceled.
How can I track my package?
Once your order is shipped, tracking information is sent to your email. If you cannot locate your tracking information in your shipping confirmation email, please contact firstname.lastname@example.org.
What is your return policy?
We accept returns of unused products within 15 calendar days of receipt of your order. Returned products must have its original packaging and an uncut hangtag. Each returned item must not show any sign of use, wear and tear, marks/scratches, alterations, or any kind of damage. We reserve the right to reject any returned items with personal contents left inside the product, as it could indicate signs of use. Please check out the Return Policy page for more information.
How do I return my item?
To initiate a return, please email us at email@example.com.
Do you issue refunds for returns?
Yes, we issue refunds for returned items to the original form of payment. Refunds are issued once we receive the returned item. If you received an item as a gift, refunds will be issued to original purchaser or if requested, store credit will be emailed to you. We are not able to offer refunds to anyone except the original purchaser and the original form of payment.
I sent in my return, but I haven't received my refund or store credit.
Please contact us at firstname.lastname@example.org for assistance.
Do you offer exchanges?
No, we do not offer exchanges.
Do you offer replacements?
We only replace items for manufacturing defects, which do not include any damage caused by normal wear and tear, misuse, improper care, negligence, accident, or transport damage, including airline damage. If you have any warranty issues, please email us at email@example.com.
I received the wrong product. What steps do I take to receive the correct product?
Please contact us at firstname.lastname@example.org to resolve the issue.
Can I return a gift card?
Physical and e-gift cards are not refundable and cannot be changed or canceled.
The product that I want is out of stock. When will you restock it again?
New items can sell out quickly, but we may get more soon! Sign up for Back in Stock emails on the product page to make sure you’re notified when we restock your favorite products.
Do you sell individual pieces?
We are working on getting more collections available for sale individually. If it is not available individually on our site, it is not available for sale individually at this time. Please feel free to contact us at email@example.com about specific collections.
Do your products have a warranty?
Yes, CALPAK products carry either a 1-year or 2-year limited warranty. Please see the Product Guarantee page for more information.
Do I need to register for the warranty?
No, you do not need to register your product to receive our warranty. Please keep your receipt or proof of purchase and your original warranty hangtag for any future claims.
Can I purchase a spare part?
Yes, we have spare parts available. Please contact firstname.lastname@example.org for more information.
How do I file a warranty claim?
Please contact our warranty department through our contact page here.
What do I do if my bag arrives damaged at baggage claim?
Please file a claim with your airline immediately, preferably before leaving the airport. Each airline has different requirements for filing a claim and some require that you file a claim before leaving the premises. Please contact us at email@example.com if you need any assistance with your claim or if you have any other questions.
What is airline damage?
CALPAK products are designed and tested to withstand normal use, including regular handling by airlines. However, if a bag is damaged due to rough handling by the airline, the airline is required to handle the damage claim, as required by the U.S. Department of Transportation, including damage to wheels, zippers, handles, and other protruding parts beyond normal wear and tear.
If your bag is damaged while in the hands of an airline, please file a claim with your airline immediately, preferably before leaving the airport. Please contact us at firstname.lastname@example.org if you need any assistance with your claim or if you have any other questions.
I forgot my lock combination, or it was already set when I received it. How do I reset my lock?
Please contact us at email@example.com with a photo of your lock. Please allow for up to two business days for a response. If it's urgent, you can try checking all the combinations between 0-0-0 and 9-9-9. It should take a few minutes to check all the combinations.
How do I set my lock?
Please see lock instructions here.
How do I get a key for my lock?
TSA approved locks have keyholes, but keys are provided to TSA staff only. If your product came with keys originally, please contact us at firstname.lastname@example.org with a photo of your lock.
What are TSA locks?
TSA (Transportation Security Administration) in the US may open checked luggage as part of their security screening process. If your luggage is locked with a non-TSA approved lock, the lock or your luggage may be broken open. If your luggage is locked with a TSA approved lock, TSA staff will open the lock using their keys and re-lock your luggage. Only TSA staff have access to keys to TSA approved locks.
I would love to review a CALPAK product for my blog/vlog/etc. Who do I go to?
Who do I contact for press opportunities?
I am looking to use CALPAK products in tv/film/print/digital for content. Who do I go to?
I am an influencer who wants to shoot content in exchange for product. Who do I go to?
I am a brand wanting to do a social media collab or giveaway. Who do I go to?
I am interested in selling CALPAK products in my store(s). How do I find out more?
Please email us at email@example.com for all wholesale and stocking inquiries.
I love you guys. How do I work for you?
CALPAK is always accepting resumes! Please don't hesitate to drop us a line— we'd love to hear from you. Please submit your resume, cover letter, and any other applicable information to firstname.lastname@example.org.
How do I contact CALPAK?