RETURNS AND EXCHANGES:

-HOW DO I PROCESS A RETURN?

All of our returns and exchanges are processed through our website on our returns portal Here’s a link to our portal: https://tobiq.loopreturns.com/#/

-CAN I GET A REFUND ON A DIFFERENT CREDIT CARD?

Your return will be refunded on the original form or payment, or be credited to you through a TOBIQ gift card for in store credit.

-WHAT IS YOUR RETURN POLICY?

Our customers have 30 days from the time of delivery to initiate an exchange or return. We will only accept returns for unused items with tags still attached.

-CAN I MAKE AN EXCHANGE OR RETURN  AN INTERNATIONAL PURCHASE?

All of our products purchased internationally are FINAL SALE and cannot be returned.

-WHERE IS MY REFUND?

When a return is processed, please keep an eye out for its tracking, as you should receive a refund within 48 hours of your return being delivered back to our warehouse. If you have any other questions regarding the status of your return or exchange, please reach our to our support team! support@tobiqtravel.com

 

SALE PRICING:

-POP UP SALES

 If we announce a sale after you  purchased from our website with a lesser discount, or at full price within a 48 hour window, we will be happy to honor that sale price for you! Any purchases made outside of that window, will not be honored at said sale price. Thanks for understanding!

-WHOLESALE DISCOUNTS

We offer wholesale discounts to customers! Our qualifications for wholesale pricing are as follows:

25-49 products of the same product (colors may vary)- 40% discount

50+ products of the same product (colors may vary)- 50% discount

Please message our support team to get your order started! support@tobiqtravel.com 

 

SHIPPING AND TRACKING:

-WHAT IS THE AVERAGE SHIPPING SPEED WITH YOUR PRODUCTS?

Our normal economy shipping timeline is 5-8 business days after you have placed your order.

-HOW QUICKLY ARE ORDERS FULFILLED?

Once an order has been placed, our fulfillment team will pack and ship your order the next business day. (excluding weekends and holidays) Please be aware of this timeline for expedited orders.

-CAN I EDIT MY SHIPPING ADDRESS ONCE I PLACED MY ORDER?

Our fulfillment team is so super quick to get orders packed and shipped. Unfortunately, once an order has been placed, we cannot edit it. We suggest reaching out to your shipping carrier to reroute a package or edit an address.

-HOW DO I TRACK MY ORDER?

Our team is working hard to get your order to your doorstep! Once your order has been placed, please give our team 24-48 hours to provide a tracking number for you. If you are struggling to find this information, please reach out to our support team! support@tobiqtravel.com

-TRACKING SAYS MY PACKAGE IS SHOWING AS “DELIVERED” BUT IS NOWHERE TO BE FOUND.

If your package has gone missing upon arrival,  please file a claim with your shipping carrier and contact our support team support@tobiqtravel.com  with your claim number so we can help rectify the lost/ missing package.

- ACCIDENTALLY ORDERED THE INCORRECT COLOR/STYLE OF PRODUCT. WHAT NOW?

Once an order has been placed, we are unable to edit it due to the quick packing, and shipping process of our fulfillment team. We suggest using our returns portal https://tobiq.loopreturns.com/#/ to return or make an exchange for your accidental order, and place a new order for the correct product. 

 

PAYMENTS:

*Please ensure that your mobile payment service (Apple Pay, Google Pay etc) has the correct shipping address as this cannot be amended once your order is placed.

-WHY AM I RECEIVING RECURRING PAYMENTS ON MY ACCOUNT?

We offer payment installment plans (SHOPPAY) if you opt to pay within a longer timeframe. Check your payment status and see if this is why you are seeing multiple charges on your account. Please contact our customer service team if you are having a different issue. support@tobiqtravel.com 

-I DID NOT RECEIVE A CONFIRMATION ON MY ORDER.

Please make sure your email address on file is correct and matches the email you are waiting for confirmation. If you have also checked your spam/junk folder and have no luck, one of our customer service team members will help you find your order.

 

PRODUCT INFORMATION AND COMPARISONS:

-WHERE ARE YOUR PRODUCTS MANUFACTURED? 

Proudly in Vietnam! We have an awesome team of about 50 talented seamster, and seamstresses hand making every product. Our CEO visits annually to work on new designs with our team, check in on the working environment, and have eyes on quality control. 

-DOES TOBIQ MAKE ANY WATERPROOF PRODUCTS?

Yes! Our Laundry bag, and splashpack is 100% waterproof. Great for the rainier, waterfall, and stinkier travel days. Our Sleek series coming summer of 2024 is made of a waterproof material that withstands water, dirt, and sandy conditions. However, we cannot claim it to be 100% waterproof because the zippers, and bottom coating will take in water.

-WHAT IS THE DIFFERENCE BETWEEN YOUR TWO FABRIC TYPES?

We have a new weatherproof line coming summer of 2024 featuring a more eco-friendly TPU water resistant coating, heavy duty material, and also used as a medical grade material in baby products. This line is typically used for the more rugged traveler.

We use a 1000 denier Cordura fabric with our washable line of products. This recycled material contains recycled plastic water bottles and tightly woven polyester that lasts a lifetime. This more malleable material is washable and stain resistant.

-ARE YOUR DUFFELS CARRY ON APPROVED?

YES! They were made specifically for airplane travel. Our 60L duffels can fit comfortably in the overhead compartment of any standard airline, while our 30L duffels fit perfectly underneath the seat of an airplane as a personal item.

-HOW DO I CLEAN MY LUGGAGE?

Our washable line is simply that- WASHABLE! Simply apply stain remover and massage into stain, throw it in the washing machine on a cool, normal cycle, and hang to dry.

Our water resistant and waterproof products are not recommended or suggested for washing machine use. This line can be wiped clean with a washcloth, as this material naturally repels dirt, mud, sand, and stains.

-I LOVE YOUR DUFFEL IDEA, BUT IT NEEDS WHEELS.

We have been meticulously working on a wheeled version of our duffel that will come before the holidays this year! 

-ARE YOUR DUFFELS PATENTED?

Absolutely they are!

-WHAT ARE THE SIZE SPECS FOR THESE PRODUCTS

All of our product measurements can be found on our website! Check them out here: https://tobiqtravel.com/

-DO YOUR PRODUCTS CONTAIN PFAS?

We have found minimal traces of PFAS in our weatherproof coating. Not enough to need testing, or further evaluation for the concern or  safety for our customers. Our Cordura washable fabric has NO traces of PFAS in that specific material.

 

-CAN I FIT AN IPAD OR TABLET IN A COMPARTMENT OF  MY TINY DUFFEL?

If your Laptop sleeve is already occupied, you can absolutely fit it in one of the 4 compartments of your tiny duffel. We also just launched our TOBIQUBES that are the perfect size for IPads, tablets, and game consoles.

 

WARRANTY AND REPAIR:

-DO YOUR PRODUCTS COME WITH A WARRANTY?

Absolutely they do! We stand by the quality of our products and guarantee they will last our travelers a lifetime. If you have a quality control issue that is beyond normal wear and tear of your duffel, please email a photo or video to our support team support@tobiqtravel.com and we will make it right for you!

 NOTE: Materials will deteriorate and fade over time, and moving parts, like zippers, buckles, snaps, and wheels will wear with use. This lifespan will be determined at the reasonable discretion of our Warranty & Repairs Team. Factors considered include, but are not limited to:

• Type of product, material, and intended use
• How it was used, and the nature of the issue
• Age of the product

What’s not covered

• Dirty or unwashed items. Please clean your item before sending it in or it will not be accepted***
• Pilling, abrasion, pinholes, or other cosmetic wear and tear that does not affect the function and
  performance of the product
• Rips, punctures, and burns (e.g., from a campfire) caused in the field or from normal wear
• Products that shrink or are damaged when laundered contrary to our care instructions
• Damage resulting from animals (e.g., your dog chewed up your hip pack)
• Accidental damage, including the use of sharp blades when opening packages
• Lost, stolen, or damaged during personal trips or while traveling

 

IMPACT AND SUSTAINABILITY:

-WHAT DO YOU DO WITH WARRANTY CLAIMED DUFFELS AND USED DUFFELS YOU CAN NO LONGER SELL?

Our team has partnered with a local foster care organization and seamstress. When we receive a duffel that cannot be resold, or is no longer fully functional, our local seamstress will repair the duffel to be made useful, then will be donated to the local foster care organization to help children transition their belongings to feel more stable and secure.

-WHAT IS A SECONDS SALE?

About twice a year, our company will host a “Seconds Sale” offering a massive discount on duffels that are fully functional, but may come with slight imperfections. Such as: Scuffs, stains, minor defects, or older duffel models. All Seconds Sale duffels are FINAL SALE and are not covered by our lifetime warranty. 

-CANCER TRAVEL FUND:

Thousands of cancer patients in rural U.S. cities struggle to access appropriate treatments because the cost of travel is prohibitive. Five percent of sales will be donated to patients facing this problem. We hope Tobiq goods help some travelers adventure in our wonderful world; and we hope Tobiq goods support others traveling through the difficult world of cancer care.

-ARE YOUR PRODUCTS ECO FRIENDLY?

Protecting the environment is very important to our company which is why all of our products contain recycled material and are animal and cruelty free.