FAQ! need Help?

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PRODUCT

Products are designed for hand washing only. Avoid using a washing machine, as it can damage the material. For proper care, use a damp cloth with mild soap to gently wipe the surface. Soaking the bag or washing machine may cause harm. For tougher stains, a bit of extra scrubbing might be needed.
Products are mostly made with high-density canvas, metal zippers, and parachute fabric lining, making them weatherproof for daily use. They can protect your belongings from light rain or minor spills, but they aren’t suitable for activities like kayaking or scuba diving, where you’d need a fully waterproof dry bag. For each product material details, please check out their description.
Pos-Pro is an advanced technology developed by ONTOP to enhance comfort and provide optimal support for users while wearing backpacks. This technology includes:
  • Weight-Distributing Straps: The backpack straps are designed with thick padding and fit snugly on the shoulders, distributing weight evenly and reducing pressure on the shoulders and neck, offering comfort even during long wear.
  • Breathable Back Padding: The back of the backpack is equipped with breathable mesh padding, providing good ventilation and preventing discomfort and sweat buildup while wearing the backpack.
  • Body-Hugging Design: The backpack is designed to fit closely to the body, keeping it securely in place and reducing shaking during movement, ensuring both safety and comfort.

ORDER

To get a replacement or refund for a wrong/faulty, damaged item, please send us a photo of the item you received. This information helps us improve our service.
You’ve got 2 hours to cancel your order. If you don’t, it’ll automatically be packed up and sent out. No more cancellations after that.
While we can’t guarantee exchanges or returns for unwanted items, we understand that sometimes things don’t work out as planned. If you’re not happy with your purchase, please contact us at [email protected] and we’ll be happy to discuss a solution.

shipping

Please note that we do not offer shipping services to Hawaii, Alaska, Puerto Rico, U.S. Virgin Islands, and American Samoa.
If you accidentally give us the wrong address, it’s important to act fast. Watch your email for messages about your order. If your order doesn’t arrive, contact the post office or delivery service to pick it up. It might be held for a week before it’s sent back.
 
Be aware that returned orders can sometimes get lost. You might need to order the item again with the right address. We understand mistakes happen, and we’ll help you if the delivery service made the mistake. We’ll either send you a new one or give you your money back. Please double-check your address to make sure your order gets to you without any problems.
We’re sorry to hear about this, but we’re here to help you resolve it.
 
If your shipment status says “delivered” and it’s only been a day, please hang tight! Sometimes the carrier marks it as delivered before it actually arrives. It may show up the next day.
 
If your package still hasn’t arrived after a day, we suggest filing a claim with the shipping carrier. If you need assistance with this, feel free to contact us at [email protected].
 
We’re happy to help you file a claim, arrange a replacement shipment, or issue a refund.