FAQ

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General
Order Status
Shipping & Will-Call
Lifetime Guarantee
International Orders
Returns
Care Instructions


General

What is a pannier?

A pannier is bag that connects to a rack on your bicycle, keeping the weight of your stuff off of your back while you ride. They are very common for bike touring, and commuters alike.

Is it safe to ride with just one pannier? Is it stable?

Yes! You'd be surprised at how quickly your body will adjust to the offset weight. For longer rides and tours, we recommend distributing your load between two bags, but for quick trips (like for a commute), one bag is all you need.

When should I order to have my bags delivered before December 24th?

For 2017, our recommended holiday order-by dates are as follows:

For Custom color bags, order by 12/3

For bags marked "Made To Order", order by 12/10

For bags marked "Ready to Ship", order by 12/16

Dates are estimates based on our projected production timeline and ship-by dates published by the USPS.

Cutting it closer than that? Take the worry off with a gift card - they arrive in your email inbox a few minutes after ordering, never expire, and are always the right color.

Where can I see your bags in person?

If you live in or are traveling through Portland, OR, you can stop in our factory showroom and meet us! We'll also be showing at Crafty Wonderland and Renegade Craft Fair in Portland this December.

Check out our Dealers page for a list of shops around the U.S. that carry our bags. We suggest giving a call before heading over to make sure they have the bag you're looking for in stock!

Shipping & Will-Call

Will-call is available at our shop in SE Portland, free of charge. 2716 SE 23rd Ave (at Clinton St). Stop in and meet us and see our space if you're in town! We're open from 11am - 6pm, every day of the week.

We offer real-time carrier rates for USPS, UPS and DHL Express (international). We'll do our best to help you troubleshoot once your package is in the mail if you run into any issues. Ultimately, we rely on our shippers' policies and procedures to get your order to you, and we aren't responsible for lost packages. Reach out or leave a note for us at checkout if you have any questions or hard deadlines regarding delivery - we're happy to make recommendations on expedited shipping.

Make sure to double check your address before and after submitting an order! We aren't able to cover reshipping costs for packages not delivered due to incorrect address entry, though we are happy to correct any mistakes or discrepancies before shipping. We'll contact you for an alternate address if we receive a return on an undeliverable package.

'Ready to ship' items are shipped out within 1 business day.

'Made to order' items are shipped out from our facility as noted.

Custom turnaround is 7-10 days.

The times specified do not include freight time.

We use biodegradable mailers to ship most items, with no additional padding or packaging in order to reduce waste. These bags are tough and meant to withstand the elements, whether out traveling with you or through the postal system.

 

International Orders

We do ship internationally. If your country does not show up as an option, or there's a message saying "North St. does not ship to that address" please contact us at customerservice@northstbags.com

Please note that North St. does not guarantee shipping times for international orders, as we do not keep track of customs procedures / lead times.  Likewise we do not cover any customs fees to accept packages. We recommend contacting your local customs/postal office for specific costs and timeframes.  The fee we charge for shipping covers shipping rates only. Thank you for your understanding and patience in this matter.


Care Instructions

Is your bag in need of some TLC? Show it some love with these cleaning tips:

  • Spot clean the shell or lining with a wet rag and some mild detergent
  • For tougher areas, use dish soap - Dawn works well - or a cleanser like Simple Green
  • For really tough areas, let that dish soap sit (an hour is probably good), then rinse with water
  • We do NOT recommend putting the bag into your washing machine 
      • the fabrics have coatings which will rub off
      • some elements or colors may bleed
      • it will void the warranty
        • Do NOT put the bag into the dryer EVER.  Trust us.
        • Treat the exterior shell with a DWR finish periodically. We like Nikwax Tech Spray - just don't use a wash!

        Order Status

        Can't wait to get your new bag? We understand. Each bag is made by hand in our factory in SE Portland. We build them to last, so it's well worth the wait. Feel free to contact us at customerservice@northstbags.com or call 503-419-6230 for an update. Be sure to provide your order #.


        Lifetime Warranty

        North St. Bags have a lifetime guarantee.  We stand behind the quality and craftsmanship of every item we make.  If a problem is found, don't hesitate to contact us and we'll be happy to set up a repair. This policy does not cover damage due to improper use, natural disasters, or general wear and tear.

        Keep in mind that all items accepted for repair must be clean - please be mindful of the health and safety of our staff - empty your bag and clean it to the best of your ability.  Bags that are unclean may be returned without repair. We do not offer cleaning services, but check out our care section above for tips on keeping your bag in good health.

        To process your order please visit our Repair Claim page.


        Returns

        Unused stock items may be returned for a refund within 30 days of purchase (with receipt), or exchanged for store credit applied to a new purchase.  Refunds will be issued after we receive the item, for the final price of the bag only (not including shipping charges). Please contact us first with your concerns, and we'll do our best to help.  We do not accept returns for gift cards, custom items, clearance items, or items bought at at any of our third party retailers. 

        To process a return, please visit our Return Claim page.