Are your bags waterproof?

All of our bags are double-coated with polyurethane for water-resistance. However, "water-resistant" does not mean "waterproof" because the seams are not taped so water can still seep in under extended exposure to rain. We recommend a Rain Cover or an umbrella for rain showers.

How do I clean my bag?

Spot cleaning with mild detergent a cloth.
Please note the Durable Water Repellent coating may rub off with time. We recommend reapplying a DWR coating to maintain best water resistance.

What materials are your bags made of?

We work with a variety of technical materials designed for durability and versatility. Learn more on our Material Page

Where are your products made?

All of our products are responsibly made in China with an experienced manufacturer known for their high quality and craftsmanship. Our factory is committed to fair working hours/pay, proper living conditions, and strong workplace safety for our workers.


How do I place an order?

On our Product page, select the color you want, click “add to cart”, and proceed to checkout. If you’re unsure, you can message us at info@elephat-ue.com

What payment methods do you accept?

Our payment processing is powered by Stripe, a leading provider of online payments. Most major credit cards are accepted, as well as PayPal and Apple Pay.

How long will it take to receive my order?

We typically ship out within 1-2 business days. Once your order has shipped, we'll send you a tracking number. From there, all you need to do is sit tight - it's on its way! We'll be in touch with any important updates.

Can I change/cancel my order?

We aim to ship out products as soon as possible. Please make any changes to your order by emailing info@elephant-ue.com with your order details and modification requests. Once we’ve shipped out, products will be subject to our Return Policy.

Where do you ship to?

We offer shipping to most locations around the world. Simply select your country at checkout. If you don't see your country listed, please contact info@elephant-ue.com for assistance.

How much is shipping?

We offer a flat rate shipping to most countries.
Shipping costs and options will be available at checkout.

How long will shipping take?

Please note that shipping times may vary during the current pandemic, and we cannot guarantee specific delivery times. Your order should arrive within 5-14 business days, depending on your location. Thank you for your understanding.

Are taxes and customs fees covered?

Depending on your location, you may be charged additional custom fees or sales tax by your respective country.


There’s an issue with my bag, can I repair it?

Email us at info@elephat-ue.com with your order number, receipt or any proof of purchase and photos of the issue. We’ll sort you out as best as we can.

What's your Warranty Policy?

Our warranty covers workmanship defects to our products for life. However, normal wear and tear, as well as damage caused by modifications or other user-inflicted damage, is not covered. If you have a problem with your bag, please send us an email at info@elephant-ue.com and we will be happy to assist you.

How do I make a return or exchange?

If you are not satisfied with your bg, you may return it within 14 days of receipt. Please email us at info@elephant-ue.com with your order number to initiate the return process. We will then provide instructions on where to send the backpack.
Please note the following when returning items:
- Only Bag items can be returned.
- Returned items must come with original packaging.
- Crowdfunded, pre-ordered items sold at a discount, products sold as a Bundle, and products marked as "Final Sale" cannot be returned.
- A flat rate of $5 USD will be deducted from your refund for restocking fees.

When can I expect my refund?

Once we receive a return without any issues, we'll process your refund, minus any restocking fees listed in our Return Policy. The refund will be credited back to your payment method. This process can take up to 30 days.