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Customer Support

Shopping and Payment

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 218-722-3898 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 218-722-3898 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 218-722-3898 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.
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 and Delivery

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? Try logging in and checking your order history here, and you can see all the details on where your package is and when it’s expected to arrive.
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. WE RECENTLY RECEIVED REPORTS OF INTERNATIONAL SHIPPING TAKING MULTIPLE WEEKS TO REACH INTERNATIONAL DESTINATIONS DUE TO HIGH VOLUME AT CARRIERS. PLEASE PLAN YOUR ORDERS ACCORDINGLY.
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 218-722-3898 and we’ll see what we can do!
Returns

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 with prices ending in .96, Final Sale 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:
  • Please navigate to our Returns Page. Complete the form and be sure to click the "submit" button. You'll be asked about your contact information, order number, reason for return, etc.
  • A Member of the Duluth Pack Customer Support team will reach out to you within 1-2 business days!
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. If approved, you must print and include the Returns Contact Form. (FILE HOST NEEDED)
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.
Repairs

REPAIRS


Due to high demand for our handcrafted products, as of September 1st, 2021, Duluth Pack will temporarily not be taking in Duluth Pack gear repairs and/or custom orders. Thank you for your understanding and support of hardworking Americans, it's greatly appreciated.


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.
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.
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.