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MEET OUR PACK EXPERTS

TREVOR

Customer Service & Shipping Manager

Loves: Hamm’s, schlepping along the Superior Hiking Trail with his dog, and making weather-based small talk.

Ask Him About: The best method for bringing cheese curds to 67°F, the perfect temperature for maximum squeakiness.

Favorite Duluth Pack: Standard Briefcase

ELIZABETH

Customer Service Representative

Loves: Watching her kids play in the yard with her 15 free-range chickens, exploring North Shore beaches, and Sunday hikes with her family.

Ask Her About: The best breed of chickens for tolerating the Northern Minnesota winters.

Favorite Duluth Pack: Field Satchel

KELLY

Customer Service Representative

Loves: Her dogs Nichevo and Narnia, her toasty pair of Steger Mukluks on a cold day, and Irish whisky neat.

Ask Her About: Where to find the best brandy Old Fashioned in the Twin Ports.

Favorite Duluth Pack: Rucksack Backpack (she owns three!)

JACKIE

Customer Service Representative

Loves: Her dogs Banjo and Mesa, singing loudly (in the comfort of her car), and spicy Mexican food.

Ask Her About: Her favorite spot to spend time on the North Shore of Lake Superior

Favorite Duluth Pack: Classic Carry-On

  • SHOPPING & PAYMENT
  • SHIPPING & DELIVERY
  • REPAIRS
  • RETURNS
  • WARRANTY
  • CUSTOM ORDERS
  • CLEAN & CARE
  • FAQ

SHOPPING & PAYMENT

HOW DO I USE A COUPON CODE?

That's great that you have a coupon code! Coupon codes are easy to use - simply enter the code during the checkout process and you will get a notification if it worked.

Remember, most of the time, coupon codes can not be used on items that are on sale or preorder items.

If you have a code that isn't working, we hope you understand there are dozens of codes residing on coupon sites that simply never existed.

If you think there is an error and that your code is valid, feel free to call our customer service team at 800-777-4439 and we'll verify the authenticity of your code and can even help place your order.

IF I FORGOT TO ADD A COUPON CODE TO MY ORDER, WHAT CAN I DO?

Once you have submitted your order, our team is unable to process any changes to it. If you have a code you forgot to apply, call our customer service team at 800-777-4439 and we can cancel your order. At that point, you can place a new order online, or we can take your order over the phone.

I ORDERED THE WRONG PRODUCT! HOW CAN I CHANGE IT?

It's okay, we all make mistakes. Unfortunately, once you have submitted your order, our team is unable to process any changes to it.

However, if you’d like to change, add, or remove an item from your order, please give our customer service team a call at 800-777-4439 and we can cancel your order.

At that point, you may place a new order online, or we can place your order over the phone.

WHAT FORMS OF PAYMENTS DO YOU ACCEPT?

We accept Mastercard, VISA, American Express, and Discover credit cards. We also accept PayPal and Klarna. We do not accept personal checks, money orders or COD payments.

WHAT IS KLARNA?

Klarna gives you the best options to pay later. Buy what you want – when you want it, just select Klarna at checkout.

Spread the cost of your purchase into 4 interest-free installments that are charged from your debit or credit card every 2 weeks.

Want to learn more? Just visit Klarna or ask one of our Pack Experts!

THE PRODUCT I WANT IS BACKORDERED. WHAT'S UP WITH THAT?

We offer over 300+ unique products, most of which are available in all 16 of our canvas colors.

While we do our best to keep our most popular colors and styles in stock and ready to ship, some of our products are made to order and subject to a backorder period that can range from 2-3 weeks and up to 4-6 weeks during our busiest seasons.

If you order a backordered item, our craftspeople immediately begin work on handcrafting it - literally - just for you. Once it’s completed, we’ll send it out the door. Please contact our Customer Support Team to learn more.

SHIPPING & DELIVERY

WHERE IS MY ORDER?

Check your inbox for a shipping confirmation email, which includes a link to track your Duluth Pack package. Still can’t find it? Just pop in your email address and order number here, and we’ll give you all the details on where your package is and when it’s expected to arrive. You can also check your order status by logging into your duluthpack.com account.

WHEN WILL MY ORDER SHIP?

We process and ship orders from our Duluth, Minnesota distribution center Monday through Friday. Orders placed on weekends and holidays will not be processed until the following business day. In stock orders typically ship within 5-7 business days. In the event that an item on your order is out of stock, our customer service team will notify you of its expected ship date.

HOW LONG DOES SHIPPING TAKE?

Domestic orders shipped via UPS typically take no more than 6 business days to arrive. USPS orders may take as long as 14 days. International orders may take as many as 24 days to arrive from the shipping date. Both UPS and USPS update their tracking information automatically, so keep your eyes peeled on the tracking number for the most up to date information. When your order shipped, you should have received an email from us containing a tracking number. If that's missing, you can also find your tracking number on this page.

DO YOU SHIP INTERNATIONALLY?

Of course we do! International orders can be shipped via UPS or USPS. Orders shipped via USPS are delivered in cooperation with the destination country's parcel service. Any applicable taxes, duties, and fees charged by the destination country or the carrier that are due upon pick-up or delivery are the responsibility of the recipient. Shipments to freight forwarding locations are strictly prohibited.

MY PACKAGE IS MISSING! WHAT SHOULD I DO?

Start by asking around. A lot of the “lost packages” we hear about ended up in the hands of a neighbor or hidden by a spouse. If you’re unable to track your package down, give our customer service team a call at 800-777-4439 and we’ll see what we can do!

REPAIRS

Our products are meant to be used, not babied. In the event that your Duluth Pack manufactured product requires repair after years of faithful service, our team can restore it to its original glory.

Complete the Repair Request form to the best of your ability and include it in your shipment. Shipping to our facility is the responsibility of the sender.

We suggest using a shipping method that provides a tracking number to ensure the package arrives at our production facility safely. Please ship your item to:

Duluth Pack Repairs
1610 West Superior Street
Duluth, MN 55806

Once we have received your item, our repair team will thoroughly inspect it and contact you to discuss its restoration. Some of your repairs might be covered by our Lifetime Guarantee and could be repaired free of charge. Damage not covered by our guarantee can be repaired for a nominal fee.

If you happen to be in the Twin Ports, your bag can be dropped off at our Canal Park retail store at 365 Canal Park Drive here in Duluth, MN*.

Completely empty your products before returning them. Do not include any straps or accessories that are not in need of repair. Please thoroughly clean your products before returning them. Products returned to us uncleaned may be returned to the sender.

* Please keep in mind that our retail store staff will not be able to issue you a quote or discuss your repair with you at the time of drop off. You can expect a call from our repair team once they have inspected the bag.

 
 
Our products were made to be used, not babied. In the event that your Duluth Pack manufactured product requires repair after years of faithful service, our team can restore it to its original glory. Send your item to:
 

RETURNS

HOW DO I RETURN ITEMS?

Duluth Pack, of course, allows returns! We're sad your order didn't work out, but we'll try to make the return as painless as possible.

Return item(s) purchased on website:
Returns must be within 30 days of purchase for a refund. After 30 days, your order can still be returned in exchange for store credit.

Duluth Pack 2nds, clearance items, used merchandise, and consignment items are not eligible for returns or exchanges.

With that out of the way, here is what you need to do to get your return started:

  1. Please navigate to our Returns Page. Enter your order number and email in the form and click the RETURN ITEMS button.

  2. Select the item(s) you would like to return, and click NEXT at the bottom of the page.

  3. Select a reason for your return and click NEXT.

  4. Select how you would like your refund processed. We charge $8.99 for returns as that helps cover our shipping costs.

  5. Finally, click CONFIRM.

At this point, we will review your return. If approved, you will automatically receive a shipping label in your email. Please print the label, add it to your box and drop the package off at your nearest shipping location.

Once we receive your return, we’ll inspect it for damage and if all looks well, we will process your return minus the $8.99 fee. Please allow us 3-5 days for us to process your return.

Return item(s) purchased at Duluth Pack Retail Store:
Merchandise must be new and unused with all tags attached. Receipts are required for all returns/exchanges. Purchases made with credit or debit cards will only be issued if the cardholder is present. Cash purchases will be refunded with cash up to $100. Any cash order exceeding $100 will result in a business check from Duluth Pack. Checks will take 2-3 weeks to process. Items returned whose purchase price cannot be verified will be refunded with store credit at lowest sold price. Returns must be processed within 30 days of purchase.

  1. Gather your eligible item(s) with their original tags and/or packaging and your receipt. Bring to our Retail Store at:

    365 Canal Park Drive
    Duluth, MN 55802


    * If you must mail, please include contact information to process the return
     
  2. ​Find an associate and we'd be happy to assist you!
     
  3. That's it! We hope you shop with us again!

WARRANTY

Duluth Pack is proud to offer a Lifetime Guarantee against manufacturing defects in craftsmanship and hardware within the normal scope of use. We will repair or replace at our discretion any product found to be defective within the scope of normal and appropriate product use within the lifespan of the product.

If the manufacturing defect is repairable, we will repair the product free of charge. If the manufacturing defect is not repairable, we will retain possession of the unrepairable product and replace it with a like product or store credit of equal value. The decision of whether to repair or replace a product is solely up to the discretion of Duluth Pack’s repair specialists. You may elect to decline repair or replacement and have the bag returned to you at any time. You can find examples of damages that will be covered below.

Covered: manufacturing defects, hardware (including zippers, buckles, snaps, rivets, d-rings, etc) malfunction or failure, fabric tears along a seam, stitching defect that prevents you from being able to use the product

Not Covered: normal wear and tear (including holes, rips, and tears caused by regular use), damage caused from outside the normal scope of use, rips, tears, fading, dye discoloration, failure of or caused by unauthorized repairs.

Please click here to learn about how to clean and care, or repair, your pack.

CUSTOM ORDERS

When you’ve been building bags as long as we have, you have a good feel for the best way of doing things. Still, our bags are not always a perfect fit for everyone. As such, we are happy to help you customize your pack to accommodate your needs exactly. To get the ball rolling on your custom order, fill out the custom order form and email it to our team at customerservice@duluthpack.com. Once the form is received, our team will review the request and issue a quote. The quoting process may take up to two weeks, so please be patient once you have submitted your form. As soon as a quote is issued by our production team, a customer service representative will contact you with a final cost for your review. Upon your approval, the bag will be placed into production. Manufacture of custom orders may take 4-6 weeks to be completed. Once approved, customs cannot be altered, cancelled or returned for refund or exchange.

Our expert craftspeople handcraft every bag with incredible efficiency, and custom orders require that we slow things down a bit. As such, all custom orders are subject to a $75 processing fee. Your $75 fee reflects the labor cost of quoting, processing, and producing your custom order. This fee is charged in addition to the cost of any alterations you've requested, cannot be waived or reduced, and is not refundable.

Please keep in mind that while we try our best to handcraft your dream bag to the best of our ability, there are many requests that we will not accept. Customs are quoted on a case-by-case basis and may not be accepted if they are too complex. Requests for brand new products are treated as prototypes and are subject to a minimum $1000 fee; this includes requests for dimensional changes to existing products.

If you are a current or prospective dealer and would like to discuss private labeling your brand, company, or organization, please contact us to learn more.

HOW TO CLEAN & CARE FOR YOUR PACK

Duluth Pack was born in the Northwoods and our bags have always been intended to be used outdoors, amongst all the mud, dirt, dust and sand you can find. If your Duluth Pack becomes soiled while accompanying you on an adventure, we recommend spot cleaning the trouble areas with our Canvas Cleaner.

It might go without saying, but please do not run your Duluth Pack through a washing machine.

Severe soiling (cat/dog urine, food/drink spills, caking with mud) may not be resolvable with the above-recommended spot cleaning methods, but we advise that you always attempt to hand clean the bag. Remember that damage incurred from mistreatment of your pack, including improper cleaning techniques, is not covered by our Lifetime Guarantee.

CANVAS

To clean the canvas portions of your Duluth Pack products, we recommend spot cleaning the trouble areas with our Canvas Cleaner.

Please note that some stains cannot be removed fully from the canvas if they have set.

Please test the Canvas Cleaner in a discreet area of your pack to assure color fastness. Spray canvas cleaner onto a damp white cloth or damp soft bristle brush. Use circular motions on the affected area until contaminants have been lifted. During this process, be careful not to wet leather components, as this can cause color bleeding onto the canvas.
 
Do not put your Duluth Pack products through a washing machine to clean. This can cause irreparable damage to the leather components, and unwanted bleeding or damage to the canvas portions. If you have a wax bag, heavily scrubbing the bag may remove the wax.

Never use harsh chemicals or bleach on your bag as this can discolor and damage your bag.
 
Before storing your bag, confirm your bag is dry as mold and mildew can form in residence in cotton fibers.
Front

LEATHER

Many of our bags are trimmed with or made completely of premium full grain leather. Normal dirt and water-based stains can be removed by applying ourLeather Cleaner onto a sponge or soft bristle brush and then rubbing the affected area with circular motions. Treating your leather with our Leather Cream will help maintain its suppleness and prevent cracking. If you use or store your bag in a particularly dry area, apply the Leather Cream more frequently.
 
Neglected and cracked leather can be restored with our Leather Dressing. Of a similar composition to the Leather Cream, its runnier consistency is designed to deeply penetrate and restore moisture to severely damaged leather. Both the Leather Cream and Leather Dressing can be applied with a soft, white cloth, working the substance into the leather in circular motions until it appears to be completely saturated. For dry leather, you may let it soak in before rubbing with circular motions.

FREQUENTLY ASKED QUESTIONS

CAN YOU HELP ME PICK THE PERFECT PRODUCT?

Of course! Feel free to call us at 800-777-4439 and we'll ask you what you're looking for and offer suggestions.

WHAT ARE YOUR RETAIL STORE HOURS?

Fantastic question! We would love for you to swing by our store. Check out our Retail Store Page for all the information you'll need. After visiting us, you'll understand why our retail store is consistently voted the #1 Outdoor Retail Store in the Twin Ports.

DO YOU SHIP INTERNATIONALLY?

Of course we do! International orders can be shipped via UPS or USPS. Orders shipped via USPS are delivered in cooperation with the destination country's parcel service. Any applicable taxes, duties, and fees charged by the destination country or the carrier that are due upon pick-up or delivery are the responsibility of the recipient. Shipments to freight forwarding locations are strictly prohibited.

WHAT IS KLARNA?

Klarna gives you the best options to pay later. Buy what you want – when you want it, just select Klarna at checkout. Spread the cost of your purchase into 4 interest-free installments that are charged from your debit or credit card every 2 weeks. Want to learn more? Just visit Klarna or ask one of our Pack Experts!

WHAT IS WAXED CANVAS?

Canvas is a naturally water-resistant material. The densely woven cotton fibers force water to ball up on the surface. Eventually, if not brushed off, those water droplets will saturate into the canvas. Waxed Canvas (sometimes known as oilcloth or tin cloth) helps prolong this process by coating the fibers with water repellant wax. Our “Waxed Canvas” comes to us pretreated with paraffin, a petroleum based wax. The wax application is applied to the cotton fibers prior to being woven into actual canvas. This provides a far deeper and longer lasting waxing as opposed to wax being applied to the surface of a bag. The wax treatment will fade over time, and you may notice a decrease in its water resistance properties. You can re-wax your pack with our Canvas Wax.

WHAT IS THE GREAT LAKES COLOR?

Great Lakes is our black canvas with black trim and nickel hardware instead of the brown trim and brass hardware on the “black” color option.

DO YOU ACCEPT DONATION REQUESTS?

Due to increased donation requests, Duluth Pack has created a request guidelines step by step process to make the experience as streamlined as possible. Please visit our Donation Request page for more information.

THE PRODUCT I WANT IS BACKORDERED. WHAT'S UP WITH THAT?

We offer over 300 unique products, most of which are available in all 14 of our canvas colors. While we do our best to keep our most popular colors and styles in stock and ready to ship, some of our products are made to order and subject to a backorder period that can range from 2-3 weeks and up to 4-6 weeks during our busiest seasons. If you order a backordered item, our craftspeople immediately begin work on handcrafting it - literally - just for you. Once it’s completed, we’ll send it out the door. Please contact our Customer Support Team to learn more.