Last updated: November 5, 2026
The 45-day window
You can return most items within 45 days of the delivery date shown in tracking. Go ahead and test-fit it: mount the pannier, hang the bike, put the cushion on. We just need it back clean, undamaged, with every strap, hook, shim and piece of hardware, and ideally in the original packaging.
What we cannot take back
- Items that have clearly been ridden in or used outdoors (road grime, scuffs, cut straps).
- Dog carriers or trailers with chew damage, odor or pet hair that will not brush off.
- Wall mounts that have been drilled into a wall and show marks from installation, unless they are defective.
- Gift cards, if we ever sell them.
How to start a return
- Email [email protected] with your order number and what you are sending back. A reason helps us improve but is not required.
- We reply within one business day with a return authorization number and the return address.
- Pack the item securely and write the authorization number on the outside of the box.
Return shipping costs
- Our mistake or a defect (wrong item, damaged on arrival, manufacturing defect): we email you a free prepaid label.
- Change of mind: use our prepaid label ($7.95, deducted from your refund; $19.95 for the Trailhound trailer) or ship it back yourself with any tracked service.
Original shipping charges are refundable only when the return is due to our error or a defect.
Refunds
Once the return arrives, we inspect it within 3 business days and email you. Approved refunds go back to your original payment method within 5 business days of approval; your bank or card issuer may take a few more days to post it. If an item comes back used or incomplete, we may offer a partial refund or return it to you.
Exchanges
Need a different size or model? The quickest route is to return the original and place a new order. If you would rather we hold stock for you, say so in your return email and we will set it aside for 7 days.
Warranty
Separate from returns, we cover defects in materials and workmanship for 1 year from delivery. Email photos and your order number and we will repair, replace or refund. Normal wear, crash damage, and loads above the rated limit are not covered.