Frequently Asked Questions

Shipping

  • Your order should ship within 7 business days of when it was placed. Please note that our warehouse operates Monday through Friday, so orders placed over the weekend will be shipped on Monday or Tuesday of the following week. Peak seasons and sale periods can cause delays in shipping, but our fulfillment team works hard to get orders out as quickly as they can.

  • With standard shipping, your order should arrive between 3-7 business days. If you have selected 2nd Day Air shipping, your order will arrive on the 2nd business day.

  • We’re sorry to hear this! Our shipping carriers work independently from Alkem Gear to deliver your shipment, but we can resolve this together.

    If your shipment status reads “delivered” and it's only been a day, we recommend that you sit tight! A carrier may scan the package as delivered before it gets to you. It may be delivered 1 day after you receive the delivery notification.

    If your package doesn’t show up after a day, we recommend that you file a claim with the shipping carrier. If you need help to complete this step, please contact us using the Customer Service Form below.

    While Alkem Gear is not responsible for lost or stolen packages, we will work with you to file a claim, get a replacement shipment or set you up with a refund.

  • We’re sorry for the inconvenience. It is possible that the shipping carrier did not perform an origin scan on your package, but it is in transit to you. It’s also possible that our fulfillment team had to create an updated shipping label for your order, but the new tracking number didn’t make it to you. Finally, it’s also possible that the carrier has lost your package and a claim may need to be filed.

    We recommend contacting our team using the Customer Service Form below if you see no movement on the tracking after 48 hours.

Orders & Returns

  • We’re so sorry for the mix up! Please contact us using the Customer Service Form below and we'll make it right for you as soon as possible.

  • At Alkem Gear, we design our products to withstand the demands of players, travelers, and everyday adventurers. We stand behind the quality of our craftsmanship.

    All Alkem Gear backpacks are covered by a Limited Lifetime Warranty against defects in materials and workmanship under normal use.

    If your backpack fails due to a manufacturing defect, we will repair or replace the product at our discretion.

    “Lifetime” refers to the functional lifetime of the product, not the lifetime of the customer.

  • We want you to love everything you purchase from Alkem Gear, and we stand by every item we make. If you purchased a product directly from our site and aren’t satisfied for any reason, we offer free returns and exchanges.

    Returns or exchanges must be processed within 30 days and returned to us in their original condition (unused, unwashed, unaltered, free of pet hair). International orders, orders exceeding the 30 day window, or items marked as Final Sale, are not eligible for a return or exchange. Please note: any additional duties and taxes for international delivery will not be refunded.

    In order to initiate a return or exchange, please fill out the Customer Service Form below.

  • The fulfillment team at our warehouse works quickly to get orders processed. You can reach out to our team using the Customer Service Form below, but please note that it is possible your order was already fulfilled.

  • We recommend that you check the shop’s return and exchange policy first. The retailer you purchased the item from typically should be able to process a return or exchange for you.

Need any help?

Send us a message anytime, anywhere using our Customer Service form. Our Customer Service team is available every day from 9am to 9pm PST and will respond as quickly as possible.