Frequently Asked Questions
President's Day Sale
It starts on 14th February 2025 (6am PST) and ends at 17th February 2025 (11:59 PST)
It sure is!
Yes, our normal return policy remains in effect throughout Presidents Day Sale. Refer to our policy here.
No. Discount codes cannot be used during our Presidents Day Sale.
Yes! Go for it.
No.
Shipping
Your tracking number will be e-mailed to you once we have fulfilled your order. Alternatively, you can also find your tracking information by logging into your ALPAKA account from our homepage or through our customer support widget on the bottom right of your screen.
Please allow ample time for tracking to update. For additional shipping & tracking inquiries please contact the courier directly. We receive the same tracking as you do once shipped and unfortunately do not have insight into any additional information beyond that.
Some countries may impose additional taxes or duties (i.e. VAT) on imports received from Hong Kong. You are responsible for any such extra taxes or fees your government applies to get the package delivered. ALPAKA will do the best we can to provide the best international shipping experience possible, but much of the process is out of our control, and is in the control of your countries' officials and mail systems.
If a package remains unclaimed, it will be returned to Hong Kong. We are not able to refund the shipping charge in this case. The time a country holds a package in customs varies, and we do not have means of contacting these offices.
UK orders will have VAT pre-paid.
If your order hasn't shipped yet, simply email your order number, full name and new address (if you are changing your address details) to hello@alpakagear.com.
Orders tend to ship 1-2 business days after an order is placed and once an order has shipped, we are unable to make any changes.
Even if your order has not shipped yet, it may still be too late to make any updates to your order.
Once shipped, it is impossible for us to change the delivery address, cancel the order, or upgrade the shipping. Thank you for understanding.
We ship internationally across the world. However, there are some countries that we currently do not ship to:
- Belarus
- British Indian Ocean Territory
- China
- Christmas Island
- Cocos (Keeling) Island
- India
- Iraq
- Israel
- Morocco
- North Macedonia
- Qatar
- Russia
- Serbia
- Ukraine
- Yemen
For Hong Kong and Thailand, please visit our official retailers to purchase your ALPAKA products.
We are sorry to hear that. While we do our best to ensure your package is delivered to you as fast as possible, once we have sent your package for shipping, the delivery time is no longer in our control and is dependent on the carrier in charge of your package. All shipping information we have are based on the information the carrier company provides to us therefore, we do not have any additional information beyond what they already have.
Please contact the carrier in charge of your package about the status of your delivery. You can find the carrier in charge of your delivery using the tracking number provided when your shipment was fulfilled. You can also visit our tracking page here and enter your tracking number to find your carrier.
Alternatively, you can contact hello@alpakagear.com and our customer support will do their best to see if there is any way we can help from our end.
Shipping insurance is an additional and optional package protection and tracking solution at checkout. By selecting Navidium at checkout, your order will be protected from damage, loss, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with us and receive a replacement or store credit.
If you have accidentally added this into your cart and would like a refund, please email hello@alpakagear.com as soon as possible, as refunds only apply to orders that have not been fulfilled yet.
Product
At ALPAKA, our mission is to create everyday functional products that last and are eco-friendly. We're committed to using recycled and upcycled materials and we partner with suppliers who share our passion for sustainability.
Our main fabrics that we use are: Axoflux, X-Pac, ECOPAK, Hardwearing fabrics and recycled nylon.
To get more information about our materials please click on this link. This will provide in-depth information about what the fabrics are made of, what they look like, the main differences, how much they weigh, etc.
To take care of your bag, you can gently wipe it with a damp cloth to remove any dirt or stains. We recommend that you avoid machine washing and using any harsh chemicals or abrasive cleaners to ensure the longevity of your bag.
You can click on this link for step-by-step instructions on how to properly clean your bag to keep them fresh and looking brand new.
Payments
Click on the "Apply Coupon Code" link on the right-hand side of the checkout screen. Then enter your code in the box.
Clicking the "COMPLETE SECURE CHECKOUT" button will finish your checkout process and process your payment.
Afterpay currently only works in the following countries:
- Australia
- Canada
- New Zealand
- United Kingdom
- United States
We are not accepting Afterpay in other countries at the moment, so we thank you for your understanding.
Please email hello@alpakagear.com with the following:
- Full name
- The email you have used to pay for your order/ email that is linked to you pay pal
- The items that you have purchased
- Proof of transaction that money has been taken from your account
This will allow us to investigate if the money has gone through on our end and for us to quickly create your order again and send it out to you, with a confirmation email.
Warranty
We're committed to making some of the best bags in the world. If something were to go wrong, we feel like we've let you down. This is why we offer a lifetime warranty against manufacturing defects. If at any time after purchase you find a manufacturing defect, please contact us at hello@alpakagear.com and send us a video or images. We will assess the damage and try to repair it free of charge.
After contacting us, it might make more sense to go to your local bag repairer. We will cover the repair. Approval from us is required before taking this route.
Please note that if you send the bag back you will need to arrange and pay for your own postage and we cannot refund these costs. We can’t take responsibility for anything lost in the post so please use a tracked service.
If for some reason the product cannot be repaired, we will either: give you store credit or provide a new product of the same value.
WHAT IS COVERED
- Manufacturing defects
- Damages caused during transit
WHAT IS NOT COVERED
- Damages caused after the item is received
- Wear and tear
- Deliberate damage caused by the recipient (cuts, slashing of fabric, etc.)
We are constantly looking for ways to improve our products to better meet the needs of our customers, so we'd love it if you sent an email to hello@alpakagear.com and shared your feedback with us.
Returns & Exchanges
Kindly use the following links for instructions on how to return your product:
Click here for customers in the US
Click here for customers outside of the US
You may check our returns policy here to check if your product is eligible for return. Please keep in mind that outlet products, replacement items and those that are on sale are non-refundable.
To ensure a smooth return process, we strongly recommend you to keep them separate and manage the return process within it's order #.
According to our returns policy, all tags must be attached and each item must be shipped in its original packaging for returns to be verified.
Please keep in mind that it can take up to 10 days for your return to be completely processed, once we have received your items at our warehouse. Please rest assured that we will send you an email as soon as you have been refunded.
If it has been longer then 10 days since the package has arrived at our warehouse, you can email us at hello@alpakagear.com for further enquiries.