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Shipping, Returns & Cancellation

SHIPPING POLICY

Orders received by 10 am PST are processed the same business day. You will receive an order confirmation email with scheduled dispatched date. Orders for in-stock items be dispatched the next business day. Please review below for out of stock or made to order items.

FREE SHIPPING - All Orders $100+

We offer FREE shipping on all orders of $100+ or more for all domestic (within United States) orders. For orders under $100, we offer Standard Ground shipping for a flat fee of $9.95. Free returns are provided on all domestic orders. For international orders see our rates listed below.

WHAT ARE MY SHIPPING OPTIONS?

  • Country/ Region

  • Method

  • Carrier

  • Cost

  • United States except Hawaii and Alaska

  • Standard Ground Shipping*

  • USPS

  • FREE for orders $100+

    $9.95 flat fee on all orders $100 or less

  • Hawaii and Alaska

  • Standard Ground Shipping*

  • USPS

  • $15.00 flat fee

  • Canada

  • Express Worldwide (2-3 Business Days Delivery + 3-4 weeks for Order Processing)*

  • DHL

  • $30.00 Does not include any duties & taxes (responsibility of the receiver)

  • International (all other countries)

  • Express Worldwide (2-3 Business Days Delivery + 3-4 weeks for Order Processing)*

  • DHL

  • $50.00 Does not include any duties & taxes (responsibility of the receiver)

SHIPPING CUTOFF TIMES (FOR ITEMS in STOCK)

If we are carrying the products in stock, then orders received by 10 am PST are shipped out the same business day via our free ground shipping option. Orders received after 10 am PST are shipped the following business day.* Orders placed over the weekend are dispatched on Mondays.

SHIPPING FOR MOST PRODUCTS: BUILT TO YOUR ORDER

*For most products, please allow 4-5 weeks as we build your bag to your customized order. Please check the order confirmation email for estimated delivery time.

HOW DO I KNOW THAT MY ORDER HAS BEEN SHIPPED?

You will receive a shipment notification e-mail once your order has shipped. The e-mail will contain the tracking information as well as a link to track your package online.

DO YOU SHIP TO PO BOXES OR APO/FPO ADDRESSES?

We do not ship to APO/FPO addresses.

WRONG OR INCOMPLETE ADDRESS

If your package is returned to us due to an incorrect or incomplete address, you must pay all delivery cost to re-deliver your order to a corrected address. We are not responsible for the loss of your order if the address provided at checkout is incomplete or incorrect.

DELAYED OR LOST ORDERS

A parcel is considered lost after it has been in the postal system for a period of 15 business days for US orders and 21 business days for international orders. We cannot take responsibility for delays caused by the courier. Although orders normally take much less than that we are unable to dispatch a replacement until this period of time has elapsed.

RETURN POLICY

First, if you have a need to consider refunds and returns, you likely ordered a product from us. Which means we owe you a "thank you!" Our customers are our true stars and we are thrilled that you considered a Vertara product. If you need to return, we would like to make it easy, fast and stress free. Read-on!

15 DAY RETURN POLICY

We want you to be happy with your purchase. You may return an item within 15 days of receipt if it is in original, unworn condition and with tags attached. Refunds for all transactions will be issued to the original form of payment.

To start a return, use the contact us form and fill out your order information within 15 days of product receipt.

FINAL SALE/ GIFT CARDS

Gift certificates are non-refundable.

Items marked "Final Sale" are not eligible for return or exchange and are not eligible for store credit. Please read final sale item descriptions carefully. Final Sale items sent back to us will not be credited back to your account so please take care in ordering.

Return of damaged package

If you believe your package was damaged in shipping, please contact us within 3 days of receiving the package.

HOW SHOULD I SHIP MY RETURN?

In order for us to process your return as quickly as possible, please fill out our contact us form with your order number and return request . Print out the return sheet (we will send this on email), listing your customer information, the items being returned, and place it in the box. Place all items in their original packaging. Print and use the pre-paid return shipping label, affix it to the outside of your shipping box and drop the package off at a FedEx location.

WHEN WILL MY CREDIT CARD BE REFUNDED?

Transit time back to the warehouse may take up to 7 business days. You will receive an e-mail once your return has been received & processed. Once your return is processed, please allow up to 2 weeks for your refund to appear on your bank account (depending on your financial institution).

PRODUCT COLOURS

We have made every effort to display the colors and textures of our products that appear on our website as accurately as possible.

However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your device’s display of color and texture will be identical to the physical item received.

If we have not answered your question, please Contact Us.

ORDER CHANGE/ CANCELLATION POLICY

You may change or cancel an order for any product at any point before shipment. If the product is already shipped, please refer to our returns policy.

To cancel/ change the order, please use the Contact Us form on our website.

We will send you a confirmation email for order change/ cancellation.