How can we help you?
Search our help center for fast answers about orders, returns, warranty and product care.
Popular: Track order, Return policy, Warranty claim
Orders & Shipping
1. How do I modify or cancel my order?
Orders can be modified or cancelled within 12 hours of placement, before they enter processing. Contact support with your order number to request changes. Once an order has shipped, it cannot be modified or cancelled.
2. What are your shipping times and costs?
○ United States & Canada: Standard 3–7 business days, free on orders over $75. Expedited 2–3 business days available at checkout.
○ European Union & UK: Standard 5–10 business days, free on orders over €90.
○ Middle East & Latin America: Standard 7–15 business days.
○ Rest of World: 10–20 business days.
3. Will I have to pay import duties or taxes?
Orders shipped within the US and EU include all applicable taxes. For international orders, import duties, customs fees and local taxes may be charged by your destination country. These charges are the responsibility of the customer and are not included in our product or shipping prices. We recommend checking your local customs regulations before ordering.
4. How do I track my order?
Once your order ships, you will receive a shipping confirmation email with a tracking number. You can also track your order without logging in using our Order Tracker tool by entering your order number and email address.
5. What if my package is lost or damaged?
If your package is marked as delivered but not received, or arrives damaged, contact us within 7 days of the delivery date with your order number and photos of the damage. We will file a claim with the carrier and arrange a replacement or refund at no extra cost to you.
Returns & Exchanges
1. What is your return policy?
We offer a 30-day return policy from the date of delivery. All returned items must be unused, in original condition, with all tags and original packaging attached. Customized or personalized items are final sale and cannot be returned.
2. How do I start a return?
1. Go to our Start a Return page and enter your order number and email.
2. Select the items you wish to return and choose a reason.
3. For US and EU orders, you will receive a pre-paid shipping label.
4. Pack the items and drop off at the designated carrier location.
Refunds are processed within 3–5 business days after we receive and inspect the returned items. Original shipping costs are non-refundable unless
the return is due to our error.
3. Can I exchange an item?
Yes, exchanges are available for size, color or style changes within 30 days of delivery. Start an exchange request through our return portal. If the new item has a higher price, you will be charged the difference. If it is lower, we will issue a refund for the balance.
4. How long does the return process take?
After we receive your returned package, inspection takes 2–3 business days. Refunds are then processed to your original payment method within 3–5 business days. Please allow additional time for your bank to reflect the refund.
Warranty Policy
All SUN EIGHT bags come with a 2-Year Limited Warranty against manufacturing defects in materials and workmanship, valid from the original date of purchase.
1. What does the warranty cover?
This warranty covers defects in materials and workmanship under normal use, including:
○ Broken zippers or zipper sliders
○ Faulty hardware (buckles, clips, D-rings)
○ Seam failures or stitching defects
○ Structural defects in back panels and shoulder straps
2. What is not covered by the warranty?
The warranty does not cover:
○ Normal wear and tear from regular use (fading, minor scuffs, fabric abrasion)
○ Damage caused by misuse, overloading, accidents, or neglect
○ Damage from improper cleaning, storage, or exposure to extreme conditions
○ Cosmetic issues that do not affect function
○ Damage from third-party modifications or repairs
3. How do I file a warranty claim?
To file a warranty claim, contact our support team with:
○ Your original order number or proof of purchase
○ Clear photos of the defect
○ A brief description of the issue
Our team will review your claim within 3 business days. Approved claims are resolved with repair, replacement, or store credit at our discretion.
Product Care & Guides
1. Recycled CORDURA® Fabric Care
○ Wipe clean with a damp cloth and mild soap. Do not machine wash.
○ Do not use bleach, harsh detergents, or fabric softeners.
○ Air dry away from direct sunlight. Do not tumble dry or iron.
○ For stubborn stains, use a soft-bristled brush with mild detergent.
2. Coffee Ground Fiber Bags
○ Spot clean only with a damp cloth.
○ Avoid prolonged exposure to water to preserve odor-resistant properties.
○ Do not machine wash or dry clean.
○ Store in a cool, dry place when not in use.
3. The Buddy Kids Neoprene Bags
○ Hand wash with cold water and mild detergent.
○ Do not machine wash or dry to avoid damaging the neoprene structure.
○ Air dry completely before storage to prevent mildew.
○ Avoid contact with sharp objects to prevent tearing.
4. Hardware & Zippers Maintenance
○ Wipe metal hardware with a dry cloth to remove dust and moisture.
○ Lubricate zippers occasionally with beeswax or silicone lubricant for smooth operation.
○ Keep zippers clear of sand, dirt and debris to prevent jamming.
Size & Fit Guide
1. Backpack Size Chart
○ Urban Commuter Series: 20L–28L, fits 15.6″ laptop, ideal for daily work and commute
○ Tactical & Outdoor Series: 30L–40L, fits 17″ laptop, ideal for hiking and travel
○ The Buddy Kids Series: 12L–18L, designed for ages 3–10, adjustable torso length
2. Luggage & Duffel Size Chart
○ Carry-On Duffel: 40L, meets most airline carry-on requirements (55x35x20cm)
○ Check-In Travel Bag: 65L, ideal for 5–7 day trips
3. How to adjust your ergonomic straps
1） Loosen all shoulder straps before putting on the bag.
2） Put on the bag and fasten the chest strap and waist belt.
3） Tighten the shoulder straps evenly until the bag sits close to your back.
4） Adjust the suspension system tension for your preferred carry feel.
5） For kids’ bags, ensure the back panel aligns with the child’s spine for proper support.
Account & Payment
1. Do I need an account to order?
No, you can checkout as a guest. Creating an account allows you to track orders, save shipping addresses, and view order history more easily.
2. What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay, and region-specific payment methods displayed at checkout. All payments are processed securely with PCI DSS compliance.
3.How do I reset my password?
Go to the login page and click “Forgot Password”. Enter your email address and we will send a password reset link. The link is valid for 24 hours.
4. Can I get an invoice for my order?
Yes, a digital invoice is included in your order confirmation email. You can also download invoices from your account order history page. If you need a modified invoice, contact support with your order number.
Contact Customer Support
Our support team is available Monday–Friday, 9AM–6PM EST. We aim to respond to all inquiries within 1 business day.
For order-related questions, please include your order number in your message for faster assistance.
Still can’t find what you’re looking for?
Our customer support team is ready to help with any questions you have.