Frequently Asked Questions

Price Adjustments:
During the holiday season, customers have 7 days from their purchase date to request a price adjustment if an item they bought goes on sale. Adjustments apply only to standard promotions and must match the exact item purchased.

Flash Sales:
Flash sales are one-day, limited-time offers. Because these deals are deeply discounted and time-sensitive, price adjustments are not available on flash sale items, nor can previous purchases be matched to flash sale pricing.

In short:
Price adjustments apply to qualifying promotions within 7 days of purchase. Flash sales do not qualify for price adjustments due to their limited nature.

• During the holiday season, customers have 7 days from their purchase date to request a price adjustment.

• Discounts cannot be stacked or combined. Customers will always receive the offer that provides the best value.
  

• Returns are accepted within 90 days of purchase for a full refund, as long as items are unworn, unwashed, and have original tags attached.
• Returns made after 90 days are still accepted for store credit, provided items remain unworn, unwashed, and tagged. The credit will reflect the product’s current value.
• For free gift promotions (e.g., “Spend $150, get a free hat”), all items must be returned. If the free gift is not returned, its value will be deducted from your refund.

Note: The $1.98 charge for Free Returns & Package Protection is non-refundable. If you choose not to add Free Returns & Package Protection to your order, please be aware that your original shipping charge will also not be refunded in the event of a return.

1. Free Returns and Exchanges Available:

When you opt-in for Unlimited Free Returns/Exchanges at checkout, your return shipping label is included, allowing you to return any item(s) in your order for a refund or exchange FREE. If you decide not to buy Unlimited Free Returns/Exchanges you can still return your items, but you will be responsible for the cost of the return shipping label. All returns are subject to the guidelines outlined in our Return Policy.

*Your return or exchange label isn’t included in the package - you’ll need to visit our returns portal to submit a request and download your label; if you can’t find it, email team@portlandgear.com with your order number.

2. Flexible Return Locations:

We offer you the flexibility to return or exchange your items either in-store or online, no matter where you initially purchased your order. Visit one of our physical locations to complete the return/exchange, or head to https://returns.portlandgear.com to complete through the mail.

3. Take Your Time, We've Got You Covered:

• We want you to shop confidently, which is why we're offering a generous 90-day return window. for a full refund. If you decide within 90 days of your purchase that it’s not quite right for you, simply return your item in its original condition (unworn, unwashed, with tags attached) for a full refund.
• If it’s been more than 90 days, no worries! You are still eligible to make a return after 90 days, but instead of a refund you will receive store credit as long as the item(s) are unworn, unwashed, and has the original tags attached, we’ll issue store credit for the current value of the product.

We’ve made returns and exchanges hassle-free so you can always shop with peace of mind.

4. Manufacturer Warranty:

Warranty Period:
This warranty is valid for two years from the date of purchase.

Coverage:
This warranty covers defects in materials and workmanship under normal use. It includes issues such as:

• Broken zippers
• Seam failures
• Material defects

Exclusions:
This warranty does not cover:

• Damage caused by misuse, abuse, or neglect
• Normal wear and tear
• Dissatisfaction of color choice 
• Damage from accidents or unauthorized repairs
• Items purchased from unauthorized retailers

Claim Process:
To make a warranty claim, please follow these steps:

1. Visit Our Warranty Portal: https://returns.portlandgear.com/returns-portal/login or reach out to our customer service team at team@portlandgear.com.
2. Provide Proof of Purchase: Include a copy of your original receipt.
3. Describe the Issue: Briefly explain the defect and provide photos if possible.
4. Return Instructions: If approved, we will provide you with instructions on how to return the product. 

Resolution:
Upon inspection, we will determine whether to repair, replace, or issue a refund for the defective item.

Limitation of Liability:
Our liability under this warranty is limited to the repair or replacement of the backpack. We are not liable for any incidental or consequential damages.”

5. Unrivaled Customer Support:

Our customer support team is dedicated to ensuring your satisfaction. If you have any questions or require assistance throughout the return or exchange process, our knowledgeable and friendly support staff are just a call or click away.

6. Additional Notes for Luggage Returns, Exchanges & Warranties

To help us ensure every traveler receives luggage that meets our quality standards, please keep the following guidelines in mind:

• Order number required for all returns, exchanges, and warranty requests — including gifts. Gift recipients must have the original order number to proceed.
  
• Keep your original box. All luggage must be returned or exchanged in its original packaging.
  
• Photo of wheels required. Returns and exchanges must include a clear photo of the bottoms of the wheels so our team can verify the item hasn’t been used.
  
• Used luggage is not eligible for a full refund or exchange.
  
• Warranty requests require detailed photos. Claims submitted without photos cannot be approved.

Please note that "ALL SALES FINAL" items are not covered in our return and exchange policy.

We’ll do our best to accommodate order changes, but please note that our AI system isn’t always able to process modifications, and our small team may not be able to catch messages in time. To request a change, email team@portlandgear.com as soon as possible.

If your order has already been fulfilled, you’ll need to follow the steps outlined in our Return/Exchange Policy.

Online & In-Store

• All Major Credit and Debit Cards
• Apple Pay, Google Pay, Meta Pay, Amazon Pay, Shop Pay, Venmo, PayPal
• AfterPay - Click Here
• Cash (In-Store Only)

Warranty Period:
This warranty is valid for two years from the date of purchase.

Coverage:
This warranty covers defects in materials and workmanship under normal use. It includes issues such as:

• Broken zippers
• Seam failures
• Material defects

Exclusions:
This warranty does not cover:

• Damage caused by misuse, abuse, or neglect
• Normal wear and tear
• Dissatisfaction of color choice 
• Damage from accidents or unauthorized repairs
• Items purchased from unauthorized retailers

Claim Process:

To make a warranty claim, please follow these steps:
1. Contact Us: Reach out to our customer service team at team@portlandgear.com.
2. Provide Proof of Purchase: Include a copy of your original receipt.
3. Describe the Issue: Briefly explain the defect and provide photos if possible.
4. Return Instructions: If approved, we will provide you with instructions on how to return the product. 

Resolution:
Upon inspection, we will determine whether to repair, replace, or issue a refund for the defective item.

Limitation of Liability:
Our liability under this warranty is limited to the repair or replacement of the backpack. We are not liable for any incidental or consequential damages.”

If you purchased a Portland Gear item from any retailer other than our website or one of our official PG stores, all returns, exchanges, and warranty requests must be handled directly through the original retailer.

We’re only able to provide customer service for items bought directly from Portland Gear.

We take privacy very seriously. We will never give out or sell any of your personal information. We appreciate you as customers and friends! - Click here to read our privacy policy.

Yes we do! Please email eli@portlandgear.com for more information and pricing.

Yes we do! Using our team of designers and creatives, we will help create high quality gear and style that you can also find at Portland Gear. Please fill out this form and we will get back in touch with you ASAP! - Click Here

Online Chat: Bottom right on desktop

Email: team@portlandgear.com

Please click here to view open positions.

We do not currently offer store pickups.

Generally items that are available online are also offered in-store and vice-versa. However stock levels vary and are not guaranteed to be at a location. We recommend emailing us to check in-store availability. 

We do not place items on hold.

Please visit this link for step by step instructions on how to set your TSA-Approved locking zippers. Visit Link

Please click here to view our care instructions.

Orders are shipped out from our warehouse within one business day. Shipping times vary based on destination / shipping method chosen at checkout. Approximate delivery dates are shown before order is placed. Once an order is shipped you will receive a confirmation email with tracking information.  

Shipping rates are based on order weight and delivery address to ensure the best shipping price. Free economy shipping is available on domestic orders over $150 excluding luggage, which ships for a flat rate.

Yes we do! Our international shipping fee is also based on order weight and delivery address. Additional duties could apply upon delivery. We are proud to say we have shipped all over the world and to 62+ different countries!

Please note, on returns/exchanges you will be responsible for return shipping costs on international orders (this does not include Canada & Australia where can purchase return protection).

Our free shipping option uses standard mail services and typically arrives in 3–5 business days on the West Coast and 5–7 business days on the East Coast.

Most discount codes are not stackable. The discount code of highest value will be applied. Select promotions can be combined with discount codes, such as free shipping. 

Only PG Rewards discounts can be used in-store. All other discount codes are for online use only.