Frequently Asked Questions
Ordering and payment
Where do you ship?
Within the United States only.
What does shipping cost?
Nothing. Shipping is free on every order, with no minimum.
Is sales tax included in the price?
No. Prices exclude sales tax, which is calculated at checkout where it applies.
Can I change or cancel an order?
Yes, if it has not yet been dispatched. Email support@ridgework.shop within 12 hours of ordering with your order number.
Delivery
How long will my order take?
Dispatch takes 1 to 4 business days, then delivery takes a further 7 to 9 business days. Most US orders arrive 8 to 13 business days after they are placed. The shipping page explains both stages.
Why does dispatch take a few days?
Orders are collected from the maker and prepared for export by our overseas fulfilment partner rather than shipped from a US warehouse. We publish the real window rather than a same-day promise we could not keep.
Do I get tracking?
Yes, on every order. Tracking can take 24 to 48 hours to start updating after you receive the number.
Returns and warranty
What is your return policy?
30 days from delivery. We pay return shipping and charge no restocking fee. Refund only, no exchanges. Full terms are on the returns page.
Do I have to pay to send something back?
No. Return shipping is on us.
How long does a refund take?
We issue it within 2 business days of the item reaching us, or within 2 business days of approval if we decide not to ask for the item back. Your bank may then take a further 5 to 10 business days to show it.
What does the warranty cover?
180 days against manufacturing defects and damage in transit. It does not cover misuse, normal wear, accidental damage or water damage. See the warranty page.
Products
Are your backpacks waterproof?
No, with one exception. Our packs use water-repellent or water-resistant finishes, which shed rain but are not rated for submersion. Each product page states exactly what that product's water resistance is. The only item with a published waterproof rating is the rain cover, at 1350 mm.
Which size should I choose?
The capacity guide sets out what each size range actually carries, with the Ridgework packs that fit each one.
Will my laptop fit?
Every product page lists the maximum laptop size the maker states, and says so plainly where the maker does not state one. Measure your machine rather than going by its advertised screen size, since case thickness varies.
What does the USB port do?
It is a cable pass-through, not a battery. You supply your own power bank, which sits inside the pack and connects to the external port.
How do I clean a pack?
Spot clean with a damp cloth and mild soap, then air dry. Do not machine wash. See materials and care.
Why are there no customer reviews?
Because we have not received any yet. We would rather show none than publish reviews we did not receive. Once customers start sending them in, they will appear on the product pages.
Contact
How do I reach a person?
Email support@ridgework.shop or call (888) 869-5615. We reply within 24 hours, seven days a week.