General FAQ
We’re unable to add or remove individual items from an order. Full order cancellations and shipping address changes are time-sensitive and can only be made shortly after an order is placed.
If you placed your order within the last 15 minutes, use the “Manage Your Order” link in your order confirmation email to request a cancellation or shipping address change through our self-service portal.
If more than 15 minutes have passed, please email us at info@baggu.com as soon as possible, and we’ll do our best to accommodate your request.
Our Customer Experience team is available Monday–Thursday, 9 a.m.–5 p.m. ET, and Friday, 9 a.m.–3 p.m. ET. Please note that cancellation and address change requests are not guaranteed.
All sale collection items are final sale and may not be returned or exchanged.
We have a number of BAGGU stores in the US, with plans to open more in the future! Find our store locations here.
We're also stocked at hundreds of retailers in the US and internationally. Email us at info@baggu.com and we can help you find retailers local to you.
Some collaborations are available from other retailers. The Sandy Liang collection will be available on baggu.com, BAGGU stores, sandyliang.info, and the Sandy Liang store in NYC.
If the item is still live on our site, it will most likely be restocked in the future! On the product page, click "Notify me" to sign up to receive an email when the item is back in stock online.
If you live near a BAGGU store, we may still have the item in stock there. You can text your local BAGGU store for stock inquiries—please see our Stores page for store addresses and phone numbers. We're also stocked at hundreds of retailers in the US and internationally, and they may still have stock of a particular item. Email us at info@baggu.com and we can help you find retailers local to you.
We usually announce the day & time that new products will arrive a few days in advance. For these updates, follow us on social media @ BAGGU.
When a new product becomes available on our website, we aim to keep it in stock for several months. If a product is currently sold out but still listed on our site with a 'Notify Me' option, rest assured it's likely to be restocked in the future. Our goal is never exclusivity, we want everyone who wants one of our bags to have one!
We're happy to issue a one-time price adjustment for items purchased from baggu.com or BAGGU retail stores that go on sale within 7 days of purchase. A refund for the price difference will be issued via the original method of payment.
Please send an email to info@baggu.com to request a price adjustment.
We offer a 9" extender strap that is compatible with our Fanny Packs. Our team will be happy to send you one free of charge. Please email info@baggu.com with your first and last name and shipping address.
We're happy to send you one free of charge! Please email our Customer Experience team at INFO@BAGGU.COM with the size and color of your BAGGU and your shipping address.
(Please note, we are only able to offer replacement pouches to our domestic customers at this time.)
We have recently discovered a number of websites claiming to be official BAGGU stores.
At this time the only official websites using the BAGGU name are this one, baggu.com, and baggu.jp. We are also stocked at many multi-brand retailers worldwide.
Other websites claiming to be BAGGU stores such as baggucanada.com, bagguaustralia.com, bagguus.net, or another variation similar to baggu[country].com, are not affiliated with BAGGU. Please reach out to us if you'd like a list of stockists in your country.
Yes. As of Fall 2023, all BAGGU fabrics are manufactured without PFAS.
Sandy Liang Pre-Order FAQ
Yes, the full collection will still be restocked later this year but pre-ordering is the best way to get it first.
Pre-orders are estimated to ship in September. Please note that estimated timelines cannot be guaranteed and we will keep you updated via email.
We are not able to modify the contents of pre-orders once they have been placed.
If you’d like to cancel your pre-order, please email us at info@baggu.com as soon as possible and we’ll do our best to accommodate your cancellation request. Our customer experience team is available M-Th 9a-5p EST & Friday from 9a-3p EST.
If you’d like to change the shipping address on your pre-order, please email us at info@baggu.com as soon as possible. We’ll do our best to accommodate your request. Once your pre-order has shipped, we are not able to change your shipping address.
We’re happy to offer US returns on purchases from preorder.baggu.com that are in unused condition within 30 days of you receiving your purchase.
Yes, after you place a pre-order you’ll receive an email confirmation with your order number. Your tracking number will be sent to you via a separate email once your order is ready to leave our warehouse in September.
Orders & Payment
We are unable to add or remove items from orders. Full cancellation requests and address changes are time-sensitive and can only be actioned shortly after the order is placed.
If you’d like to cancel or edit the shipping address on your order, please email us at info@baggu.com as soon as possible and we’ll do our best to accommodate requests. Our Customer Experience team is available M-Th 9a-5p EST & Friday from 9a-3p EST and requests are not guaranteed.
We accept Visa, MasterCard, American Express, Discover, Shop Pay, and PayPal. All prices are stated in USD.
After you place an order, you'll receive an email confirmation with your order number. Your tracking number will be sent to you via a separate email once your order is ready to leave our warehouse. Please allow at least 12 hours for the tracking information to update before reviewing your shipment status.
Make sure your card’s billing details (such as the security code and billing address) match what you’ve entered into our system. For your security, our system won’t allow a payment to process if the billing information associated with the card doesn’t match.
For select new products, we limit orders to two units per colorway. If your order exceeds that, it will be subject to cancellation.
To use a promo code, add all desired items to your shopping cart and proceed to the Checkout page. Enter the code in the provided “Gift card or discount code” box in your cart and click “Apply”!
Only one promo code can be applied per order. Please note that our Welcome discount applies only to full-price items and cannot be used during site-wide sales. Discount codes cannot be applied to pre-orders.
Shipping
Shipping rates and estimated delivery windows by destination.
U.S. Shipping Rates
Canada Shipping Rates
Customs duties and fees are the responsibility of the recipient. International shipments are subject to duties and fees that vary by country and are based on the value of your order.
Australia Shipping Rates
Customs duties and fees are the responsibility of the recipient. International shipments are subject to duties and fees that vary by country and are based on the value of your order.
U.K. Shipping Rates
Customs duties and fees are the responsibility of the recipient. International shipments are subject to duties and fees that vary by country and are based on the value of your order.
International Shipping Rates
Free shipping to select countries on orders over $150 – Applicable for orders subtotaling over $150 USD to, Japan, South Korea, Singapore, Hong Kong only. If your order qualifies, select Free Shipping at checkout.
Customs duties and fees are the responsibility of the recipient. International shipments are subject to duties and fees that vary by country and are based on the value of your order.
Even if your international order qualifies for free shipping, you will still be charged customs duties and fees unless ”Duties Included” option is selected.
Frequently asked questions and answers regarding shipping.
We offer free shipping on all U.S. orders over $50*. Please note free shipping eligibility is calculated after any discount codes are applied at checkout.
*Applicable on Free Ground Shipping for U.S. orders only.
For International shipments, shipping costs depend on where you live and the method chosen at checkout. Duty may be due upon arrival, unless "Duty Included" rate is selected.
Yes! We ship to most countries worldwide. Read more above about international rates, delivery times, and additional duties and taxes that may be charged by Customs. All shipping rates for international orders are calculated at checkout based on weight and destination.
We understand international shipping can be costly. While we're working on making this more accessible for baggu.com orders, we're also sold at many retailers internationally. To find retailers in your country please reach out to us at info@baggu.com.
Our warehouse team is working diligently to ship orders as quickly as possible.
Please note that we do not ship on weekends and the following holidays: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day.
Yes! After you place an order, you'll receive an email confirmation with your order number. Your tracking number will be sent to you via a separate email once your order is ready to leave our warehouse. Please allow at least 12 hours for the tracking information to update before reviewing your shipment status.
For issues with delivery or tracking, the easiest and fastest way to get a resolution is to reach out directly to the shipping company. Sometimes carriers will prematurely mark shipments as “delivered”, or need additional information from you to complete the delivery.
If you’re unable to resolve the issue with the shipping company, email info@baggu.com and we’ll get to the bottom of it!
We’re always working on expanding our shipping options, but we don’t currently ship to every country. In the meantime, BAGGU may be available through retailers near you. Reach out to us at info@baggu.com and we’re happy to share a list of stockists in your area.
Yes! But this is very important: Please choose a USPS shipping option at checkout if your order is going to a PO Box. The Free Shipping option will deliver to a PO Box. FedEx is unable to deliver to PO Boxes at this time and requires a valid street address for delivery.
Customs duties and fees are the responsibility of the recipient. International shipments are subject to duties and fees that vary by country and are based on the value of your order. The amount calculated depends on the destination country's tax and valuation method. Even if your international order qualifies for free shipping, you will still be charged customs duties and fees.
Taxes are mandatory payments to the government for general public services, while duties are a specific type of tax levied on goods for particular purposes, such as imports. All duties are taxes, but not all taxes are duties. If you're seeing $0 for duties, please note that you may still have to pay taxes.
Returns
We’re happy to offer returns on full priced items purchased on baggu.com or in a BAGGU store, in unused condition, within 30 days of purchase. Apparel must be in unworn, unused condition. All sale collection items are final sale and may not be returned or exchanged. Items purchased on Instagram or Facebook are only eligible for store credit, not a refund.
A $4.95 restocking fee will be deducted from your refund for most returns. Returns made in store, exchanges, and returns for store credit will not have a restocking fee deducted.
To initiate a return for a baggu.com U.S. order, click here: Create Return
To initiate a EU return, click here: Withdrawal Request within 30 days of receiving your order.
To initiate an international return, send an email to info@baggu.com.
Please note: We are unable to cover shipping costs or additional duties and fees charged for international returns.
At the moment, we only offer domestic exchanges. Internationally, we offer returns for a refund or online store credit, only.
If you live in the U.S. and would like to exchange an item, first start a return for the item you do not wish to keep. You will have the option to exchange it for the same item in another colorway as long as the price is the same. Or you can receive store credit for your original item and place a new order on baggu.com. You can also visit any store location to make returns and exchanges.
To initiate a return for a baggu.com U.S. order, click here: Create Return
To initiate a EU return, click here: Withdrawal Request within 30 days of receiving your order.
To initiate an international return, send an email to info@baggu.com.
Please note: We are unable to cover shipping costs or additional duties and fees charged for international returns.
If you are exchanging an item instead of returning it, you will not need to pay a restocking fee. The restocking fee is also waved if you are returning an item for store credit, returning an item in person in a BAGGU store, or if you're returning an item because it was damaged when it arrived to you.
Once your return is delivered it takes our warehouse up to 6 business days to process and check in your return. Once this has been completed we will then issue you a refund. If you have not received your refund within 6 business days of your return delivering then please contact us at info@baggu.com.
Yes, our stores are able to process online order returns. Please be sure to bring your e-mailed order confirmation with you. Kindly note all sale items are final sale and are not eligible for return. See more information about our stores here.
Don’t worry! We’ll make it right. If you receive an incorrect item in your shipment, please email info@baggu.com as soon as possible.
All BAGGU products have a 1 year limited warranty against defects in material and workmanship. Please note that this does not cover general wear-and-tear.
Manufacturing errors are rare, but if you receive a defective product, please send an email to info@baggu.com as soon as possible, including 1) your original order number (starts with “SR”), 2) a brief description of the issue and 3) a couple of clear images.
For international warranty claims: We’re happy to ship replacements for defective products, but we are unable to reimburse for additional duties and fees that may be charged by Customs as a result.
Gifts
Yes! If you’d like to include a message, click “Add a Gift Message” at the bottom of your shopping bag before checking out. Note that gift messages can not be added to orders after they are placed.
Product prices are never included on the packing slip included with orders, so gift away! We do not offer gift-wrapping at this time.
Yes. Follow the process here to return or exchange an item you received as a gift. Kindly note all sale items are final sale and are not eligible for return or exchange. To initiate a gift return or gift exchange, you will need the order number and shipping zip code, both of which can be found on the packing slip from the original order.
Product Care
To clean our Recycled Ripstop Nylon and Heavyweight Nylon products, machine (or hand) wash cold and line dry.
Machine (or hand) wash cold and line dry.
Nearly all of our Canvas products are machine washable, with the exception of bags with hardware (such as top zip closures), which should be spot cleaned. Since heat can be damaging to the integrity of the fabric, we recommend line drying, as it is more gentle (and better for the environment!).
Spot clean only. The best way to care for our recycled leather is to use a soft, clean cloth with water to wipe surface stains clean. Avoid using leather conditioners or rough materials.
If you need care instructions for our original leather line, please email us at info@baggu.com.
If you would like to shorten the strap on your bag to make it the perfect length for you, you could take it to a tailor or hem it yourself. Please note that altering the strap will make the bag non-returnable, so make sure you want to keep it before making any alterations.
Yes. As of Fall 2023, all BAGGU fabrics are manufactured without PFAS.
Contact
Customer Experience
For questions about your order email our team at INFO@BAGGU.COM. Or for quick answers to quick questions, you can also text our team at (415)-980-7482.
We're answering inquiries Monday through Friday, excluding holidays.
Monday - Thursday 9am-5pm EST
Friday 9am - 3pm EST
In busy times it may take us 24-48 hours to reply, but we will get back to you as soon as we can.
Career Opportunities
work@baggu.com or visit our Careers Page
Press & Partnerships
press@baggu.com
Wholesale
wholesale@baggu.com or visit our Wholesale website
Custom
custom@baggu.com
Visit our stores Page We have text-only numbers for each of our store locations for questions related to our stores.
For questions relating specifically to our store in Brooklyn, NY, please text our team 415-500-1388 from 11am-7pm EST seven days a week.
For our store in San Francisco, CA, text 415-314-4193 from 12pm-7pm PST M-Fri and 11am-7pm PST Sat & Sun.
For our store in SoHo, NY, text 415-423-7216 from 11am-7pm EST seven days a week.
For our store in Los Angeles, CA, text 213-887-2356 from 11am-7pm PST seven days a week.
For our store in Chicago, Illinois, text 773-969-2130 from 11am-7pm CDT seven days a week.
Careers
We are always looking for smart, hardworking people to add to our team!
Check out our open positions on LinkedIn.
BAGGU provides equal employment opportunities (EEO) to all applicants for employment without discrimination on the basis race, color, religion, sex (including sexual orientation and gender identity), national origin, age, disability, genetics, or any other factors prohibited by law.