FAQ

We accept major payment methods:

● Visa

● MasterCard

● PayPal

Please note that it takes 1-2 Business Days to process your order regardless of shipping method selected at checkout. 

Example:

If you place an order on Friday morning, your order will not ship out until Monday, regardless of the shipping method selected. 

*During Holiday Sales and Promotions orders may take up to 4-8 Business Days for our warehouse to process and ship your order.

*Please note that international shipments may take longer to ship and rural locations may take longer to deliver as well.

At this time we do not offer weekend deliveries.

As for distance and large volumn of products, we only provide free shipping to Germany, Austria and most of countries in Europe. Actually we ship to almost every country in the world. If you are not sure if it is available to ship to your country, please contact us to confirm.

We stand behind our products and your happiness is our priority. If you’re not completely satisfied with your purchase, you can return or exchange the item(s) within 30 days from the day you have received your order and in its original condition.

Please tell our customer support team via Contact Us immediately. If your order has not been shipped, we may be able to change the information for you.

If you find yourself in a situation where you want to cancel the order, please let us know –contact our customer support – within 24 hours. Otherwise there is a possibility the order gets to be processed and shipped.

Please note that if taxes and/or duties are incurred for your parcel, we will cover these fees for shipping to proceed. Parcels that arrive at their international destinations are subject to customs clearance procedures which may cause a delay in the original estimated delivery time frame.

Sometimes carriers may accidentally mark a shipment as delivered, but you haven't received your shipment yet.

If your tracking information shows that your package was delivered, but you can't find it please review the following steps:

● Verify your order confirmation email to ensure you provided the correct shipping address

● Look for a notice of attempted delivery

● Look around the delivery location for your package

● See if someone else accepted the delivery, unless you have health or safety concerns about doing so (ask a neighbor if they've accidentally received your shipment.)

● Some packages travel through multiple carriers; check your mailbox or wherever else you receive mail.

● Wait 48 hours - in rare cases packages may say delivered up to 48 hours prior to arrival

If you complete those steps and still haven't received your order file a lost shipment claim via email to support@gmtbags.com

We are taking the situation of COVID-19 very seriously and monitoring how the dynamic situation changes hour to hour.Our main priority is the health and safety of others and do our part in containing the virus. 

Right now, in the midst of COVID-19 all of our warehouses are taking the necessary precautions to operate in a safe and reliable manner. Our warehouses are working rotating shifts to mitigate COVID-19 exposure risks, this may cause unexpected delays in orders being processed.

Orders shipping may have a delay in shipping depending on extenuating circumstances.

Once your order has been shipped, you will receive an email with a tracking link. Please allow 48 to 72 hours for the link to show any information. The tracking links may not update immediately but the package is still on its way once it has left the warehouse.

We have a warranty of 4 years on production malfunctions. This covers production and design flaws. Corrosion and deterioration caused by material fatigue after extended use is not covered by the warranty. Damage due to wear and tear, misuse or neglect, while not covered under this warranty, may be repairable for a reasonable fee.

Our backpacks are crafted from durable and  antibacterial  materials that make them long-lasting and clean. To clean your GMT backpack, detergent-free soap should be used. We do not recommend washing your backpack in a washing machine or using a dryer to dry it.

We believe our backpacks are of great value and will bring convenience to kids' life, but it’s also important to know how a child should carry a backpack properly to prevent shoulder and back pain:

● Always wear both shoulder straps. 

● Adjust the length of the strap to fit your body perfectly.

● Wear the backpack below the shoulders and above the hips. 

● Take off the backpack when standing still.

● Lift the backpack by bending your knees, not back.

Yes! Our products are waterproof of IPX4/5 which means they are durable enough to withstand drizzles and small splashes. Meanwhile, we provide a waterproof cover for every backpack to prevent it from getting wet on rainy days.

We are more than happy to work with anyone who would like to sell our backpack! You can email us at hello@gmtbags.com for further discussion.