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FAQ

WHAT IS "WEATHERPROOF"?

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Our products are made with 600D two ply PU polyester, which has a water resistance up to 60mm (6cm).  The materials of our bags are also coated with a water repellant application to repel water.  This material allows the bag remain lightweight and valuables to remain dry in many different weather conditions, but does not make the bag completely "water-proof".  It is not recommended to submerge your bag in a lake, ocean or bathtub, as this would be beyond the threshold of the water resistance the bag is built for!

WHAT IS THE PKG WARRANTY?

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We stand behind all of our products from any manufacturer defects for 10 years from the date of purchase.  If you have any issues with the construction or performance of your purchase, please contact us at service@pkghsop.com for a return authorization # and we will be able to assist in a replacement or repair.

HOW LONG WILL IT TAKE TO GET MY ORDER FOLLOWING PURCHASE?

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Typical lead times for orders are 7-10 business days; however we strive to have all orders shipped the day after order is placed.  All orders ship from our DC in Toronto, Ontario via UPS and lead times to different areas of Canada may vary, depending on your location.  You will receive an email confirming your purchase and a follow-up email with your tracking # once the order has been shipped.  For any inquiries with your purchase, please contact us at orders@pkgshop.com.

WHAT IS THE PKG EXCHANGE/RETURN POLICY?

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We strive to keep all customers satisfied with their purchase and happy with the value received for hard earned money spent.  If you are not satisfied with your purchase within 30 days of receipt, or just want a different colour, please contact us at service@pkgshop.com and we will contact you with further instructions.  Please note, we only accept new items for exchange and return, including all packaging.  We do not cover the return freight costs, but will cover any costs in getting you a replacement.

WHAT IF I AM SHIPPED THE WRONG COLOUR OR ITEM?

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If you receive the incorrect colour or item on your order, please contact us at service@pkgshop.com and we will make arrangements for a replacement.  Please note, if we have incorrectly shipped you an item, we will cover all costs to ensure you recieve the correct item.

CAN I CANCEL OR CHANGE MY ORDER ONCE IT HAS BEEN PLACED?

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Orders are typically processed same-day, so if you need to make an adjustment, please contact us immediately at orders@pkgshop.com.  If a change is made after the item has shipped, return freight charges will apply.

WHY CAN I NOT APPLY MULTIPLE DISCOUNT CODES AT CHECKOUT?

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Our website is not set-up to allow for multiple codes at check-out.  If you have a  code and another code is already populated, please simply hit the "x" on the existing code an enter your new code.

WHEN WILL MY REFUND SHOW ON MY BANK STATEMENT?

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Once your item is returned back to PKG and inspected, we will issue the agreed upon refund on the same day, which should show up in your account within a few days.  

WHY CAN'T ALL ITEMS BE PICKED UP FROM THE PKG HEAD-OFFICE STOREFRONT?

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We do not stock all items in our head office storefront, so some items may not be available for pick-up.

IF I PICKUP MY ORDER, WHAT DO I NEED TO BRING?

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If picking up your order from our head-office, please bring with you a printout of your order, or at least your order #, so our team can easily locate your purchase.

ARE YOUR PRODUCTS MADE IN CANADA?

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All of our products are designed, sold and marketed from our head office in Stouffville, Ontario and manufactured in multiple overseas factories, in order to meet the price demand of the market.  We have an overseas team in charge of all QC and factory audits to ensure all manufacturing is done in compliance with global ethical and humanitarian standards.

WHAT ARE THE CLEANING INSTRUCTIONS FOR PKG PRODUCTS?

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We recommend a light soap and water hand-wash and air dry.  This will ensure material composition and limit risk of excess heat in a dryer cycle.

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