Welcome to the DailyPackStore Help Centre. Below are the answers to the questions we receive most often about payment, sizing, orders, delivery, and returns for our backpacks and bags.
For full details, please refer to our Payment & Checkout Policy, Shipping & Delivery Policy, and Returns & Refunds Policy. Nothing in this FAQ limits any mandatory rights available to you under applicable consumer law.
🛒 Payment & Checkout
Q: Which payment methods can I use to buy a backpack or bag?
A: We currently accept iDEAL, Bancontact, and BLIK.
Payment method availability is destination-dependent and order-dependent. At checkout, our system only displays the wallet payment methods that are supported for your specific shipping country, order currency, and order configuration.
We do not ask you to enter credit or debit card details on our Site for these wallet payment methods, and we do not request or store your online banking password, wallet login credentials, full payment account number, or CVV.
Q: What exactly happens at checkout when I choose a payment method?
A: Our checkout uses a Post-Order Dynamic Routing process:
- You add items to your cart, proceed to checkout, and fill in your required billing and shipping information.
- You click “Place Order”.
- Only after clicking “Place Order” will our system evaluate your destination country and currency, and dynamically load the wallet payment options available for your order. You will not see the final wallet list during the initial information-filling stage.
- You select your preferred wallet method (e.g., iDEAL, Bancontact, or BLIK) from the options displayed.
- You are handed off to the payment provider’s secure interface to authorize the transaction (via your banking app, QR code, one-time code, or biometric verification).
Note: Clicking “Place Order” generates an order record with a pending status. The order is not accepted for processing or dispatch until the wallet payment has been successfully authorized and verified.
Q: What happens if my wallet payment is declined or does not go through?
A: If your payment is declined, fails, or is cancelled, the order will not enter processing. For security and order-integrity reasons, a declined or failed order cannot be reinstated; please place a new order through the website.
Before trying again, please check that the payment amount and merchant details shown in your provider’s interface are correct; confirm that your payment account is active and has sufficient funds; and complete any authentication step within the timeframe shown. If the payment still fails, contact your bank or payment provider directly, as they can explain the specific reason. You may also try another payment method displayed on the screen.
Q: Why am I being asked to verify my payment again?
A: Some wallet payments require Strong Customer Authentication (SCA) imposed by your bank or payment provider. This may include a password, one-time SMS code, in-app approval, or biometric verification. These steps are controlled by your bank or payment provider, and we cannot override their authentication or decline decision. If an authentication session expires or is abandoned, the payment may fail and the order will not be processed.
🎒 Sizing & Fit
Q: How do I choose the right size backpack for my needs?
A: We are currently updating our product pages to include more detailed information. Please note that some product pages may currently display product images and limited descriptions, and may not include complete specification tables (e.g., exact capacity in litres, external dimensions, or torso-length recommendations).
If a specific specification is critical to your purchase decision (e.g., laptop compartment size or exact weight), please contact us at [email protected] with the product name/link before placing your order. We will provide the information available to us or confirm if it is unavailable. You are not responsible for verifying specifications that we did not disclose.
Q: What if the backpack I receive does not fit or is not the size I expected?
A: If the item is not the size or style you expected, you may request a return within the applicable change-of-mind window (14 calendar days from receipt), provided the backpack is unused, undamaged, and in its original packaging with all tags intact. Change-of-mind returns, including incorrect size or style selection, are customer-reason returns; the customer is responsible for return shipping, and original outbound shipping fees are non-refundable.
📦 Order & Delivery
Q: Can I cancel or modify my order?
A: Yes, if the order has not yet been dispatched. Cancellations requested before shipment will receive a full refund to the original payment method. If you need to modify the size, colour, or quantity, please contact [email protected] immediately. Once an order has been packed or handed to the carrier, we may be unable to change the contents, change the address, or stop the shipment.
Q: How long does it take to receive my backpack?
A: For Standard Shipping, total delivery time is generally 8–16 business days, made up of 1–2 business days for processing plus 7–14 business days for shipping. Processing excludes weekends and public holidays. Expedited Shipping may be available in selected markets and will be displayed at checkout with its own delivery estimate and fee. All delivery estimates are for reference and are not guaranteed delivery dates.
Q: Can I track my order?
A: Yes. After dispatch, we will email you a shipping confirmation containing your tracking number. Please allow up to 72 hours for tracking information to appear or update in the carrier’s system. If tracking has not updated within 72 hours, or if the parcel appears delayed or stuck, contact us and we will review the available information and assist with a carrier follow-up. A delay does not automatically entitle you to a refund; if the carrier confirms the parcel is lost, we will arrange a replacement or refund.
Q: What should I do if my parcel arrives damaged or the wrong item was sent?
A: Please inspect your order on delivery and contact us as soon as reasonably possible with your order number, a description of the issue, and clear photographs of the affected item and packaging. Please retain the original packaging and shipping materials until the issue has been reviewed. We will assess the information and work with you toward an appropriate resolution.
🔄 Returns & Refunds
Q: What is the return window for backpacks and bags?
A: All returns require pre-approval by our customer service team. The applicable window depends on the reason for return:
- Quality-related, incorrect, or lost shipments: Within 30 calendar days of receipt (or confirmed delivery failure).
- Change of mind, incorrect size/style selected, or preference change: Within 14 calendar days of receipt, provided the item is unused and in its original packaging.
(Where mandatory consumer law provides a longer return or withdrawal period, that longer period will apply.)
Q: Who pays for return shipping and what deductions apply?
A:
- Our Error: If the return is due to DailyPackStore’s error (e.g., defective, damaged, or incorrect item), we will cover the return shipping cost and provide a prepaid return label where applicable. No deductions will be made for original outbound shipping or taxes.
- Customer Reason: If the return is for a customer reason (e.g., change of mind, incorrect size selected), you are responsible for arranging and paying for return shipping.
- Original outbound shipping fees are non-refundable.
- If your original order qualified for free shipping because it met the $79.00 threshold, and the entire order is returned for a customer reason, the standard outbound shipping fee of **$6.99 will be deducted** from the refund.
- Where applicable law permits and the amount has been disclosed to you prior to the return, non-recoverable import duties, VAT, or customs clearance fees actually incurred by DailyPackStore may also be deducted. No restocking fee is charged.
Q: Can I return a backpack that has been used?
A: For non-quality returns, backpacks and bags must be returned unused, undamaged, and in their original packaging with all tags intact. We recommend an indoor dry-fit check—trying the bag on briefly without removing tags and without outdoor use—before deciding whether to keep it. Items that have been worn outdoors, washed, soiled, stained, exposed to odours, or show visible signs of use may be refused for return. Quality-related returns are not subject to this hygiene restriction where the issue is a manufacturing or transit defect.
Q: How do I start a return?
A: Email [email protected] with your order number, SKU or product name, reason for return, and clear photographs of any defect, damage, or incorrect item where applicable. Our team will respond within 24 hours on business days with detailed return instructions. Please do not ship the item until you have received our instructions. Use only the return address provided by our customer service team; packages sent to any other address cannot be processed.
Q: How long does a refund take?
A: After we receive and inspect the returned item, we will process the refund promptly. Refunds are issued to the original payment method (iDEAL, Bancontact, or BLIK) and may take up to 7 business days to appear in your account after approval, depending on your bank or payment provider’s processing policies. We cannot redirect a refund to a different payment method or account.
Need More Help?
If your question is not covered above, or if you need help with a specific order, please contact us:
Urban Trek Luggage Company LLC
Address: 101 Brooks Dr, Brandon, MS 39042 USA
TEL: +1 7694285761
Email: [email protected] (Available Monday–Friday, 08:00–17:00 UTC -6)
Registration Number: 1524542