How should I wash my EM backpacks and totes?
Soil and dirt from normal use may be removed with spray cleaner or detergent and water rubbing with soft fabric cloth or brush. Oil or grease should first be treated with a dry cleaning solvent followed by a spray cleaner or detergent and water.
Our products are machine washable but it is not much recommended as it may alter an aesthetic of your beloved gear. If you do the machine wash, turn it inside out and wash on low temperature setting using mild detergent.
Do not bleach.
Do you take custom orders?
Unfortunately, we are not yet ready to produce just 1 unit with your custom color combination. For wholesale customers, we can work with your own color combination with a certain minimum quantity. If you are interested, please check in with your sales rep for more details or please email your inquiry to email@example.com.
Do you ship internationally?
Yes. We offer a flat-rate shipping cost of $30 for destinations outside of the United States. Please note that we are not responsible for any import duties, VATs , and/or other taxes you may incur by having items shipped outside of the United States. The receiving party will always be responsible for additional duties and taxes to be collected by foreign governments and agencies.
What’s your return and exchange policy?
You can find the information on the “Shipping & Returns” page.
When will you be getting more products and new collections on your shop page?
We update our shop page irregularly as there is no specific timing for our products to come in. However, we tend to receive a good amount of new products twice a year; March/April and August/September.
Do you restock the item that is sold out on your shop page?
We keep restocking some core styles and colors. We usually do a limited quantity for each style and color, and if it’s sold out we may not be going to restock again.
I lost the carabiner on my pack. Can I purchase a replacement from you?
Yes. Please email firstname.lastname@example.org to request a replacement carabiner. Please be sure to specify which carabiner from the following options you would like to purchase.
- Standard carabiner type for Large Climb Pack & Reflective LC Pack
Silver/Blue Oval Carabiner: $10.00/pc + shipping
Black Oval Carabiner: $12.00/pc + shipping
- Standard carabiner type for Climb Pack
Silver Wire-gate Carabiner: $9.00/pc + shipping
Black Wire-gate Carabiner: $10.00/pc + shipping
Do you offer repair service?
Yes. Please contact the dealer who you made a purchase with first. They will then contact us to arrange repair. If you would like to take care of your gear directly with us, please email email@example.com with a copy of purchase receipt and some pictures of the damage you need repair service for, and then we will advise you what the next step is. Repair service fees may vary.