FAQ’s

Purchasing, Shipping, Returns & Other Merchandise Questions

What is your return policy for retail customers?
How soon will I get my BackTpack?
What is the warranty on your products?
Can you monogram or screen print BackTpacks?
Can I get a replacement buckle if mine is broken?
I received a BackTpack as a gift but I want to exchange it. Can I do that through you?
I see your products are made in China. What do you do to ensure fair working conditions?
Is it still available?
How should I clean my BackTpack?

Fit & Use

Will my laptop fit?
What happens if the bags are not evenly loaded?
How much weight can BackTpack carry?
Should I tighten the lower strap so the bag fits snugly?
Does the BackTpack train my posture by just wearing it?
How should I wear my BackTpack down a narrow aisle like on a bus or plane?
How do I keep the bag neat after I remove it?
How should I take the BackTpack on and off when it is heavily loaded?
Where should I put my arms if the bags are very full?
I am very tall and the sternal strap is against my throat when I sit down.
How should BackTpack be adjusted for tall people?

Can I ride a bicycle with BackTpack?
Can I wear BackTpack in the car?
How about on the bus?

What is your return policy for retail customers?
If you purchased the bag from us and it has not been used, you may return it to us within 60 days from date of purchase in as-new condition, and we will refund your purchase price, less 10% for restocking.

If you have an item you believe to be defective, please return it to our warehouse for repair or replacement at our option, within 1 year of your purchase. We will not refund your purchase price. Please send the item to our Returns Department at: 577 Bonnie Ct., Salem OR 97304. With your item please include your name, address and daytime telephone number, as well as a copy of your original receipt for your purchase, and $5.00 for return shipping.

Our warranty is for manufacturing defects only. Damage resulting from misuse, abuse or from normal wear and tear is not covered. Items sent to us that are not defective under these guidelines will be returned to the customer.

How soon will I get my BackTpack?
Shipping times vary. Please visit Shipping Info for more information.

What is the warranty on your products?
All of our products are warranted against manufacturing defects for one year.

Can you monogram or screen print BackTpacks?
Almost all of our bags can be screen printed or embroidered. You can have that done in your local area. We also offer both of these services to our retail customers. We have a 60 piece minimum and normally require 2-3 weeks for production and shipping from the time artwork is approved. Set up charges and monogram charges vary. Please call 1-503-365-7554 for more information.

Can I get a replacement buckle if mine is broken?
We have replacement buckles. Let us know which bag you have and buckle needs replacing. We will send you a new buckle. Please send this information along with your mailing address to 577 Bonnie Ct. NW, Salem OR 97304. We will get it in the mail to you in 7-10 days.

I received a BackTpack as a gift but I want to exchange it. Can I do that through you?
We are happy to exchange a BackTpack that was purchased from us, within 60 days of purchase. You will need to cover shipping and handling costs both ways. If the purchase was from one of our dealers, please check their exchange policy.

I see your products have been made in China and now are made in Vietnam  What do you do to ensure fair working conditions?
Our products were made in China and are now made in Vietnam.  It is very important to us that safe labor conditions and fair practices are always upheld. When the product was made in China, we had our own sourcing office in China that worked directly with our factories. They conducted quarterly inspections of these factories to ensure that the working conditions were safe and fair. They also conducted quarterly tests of all hardware and fabric to ensure that everything is lead-free, as this is also an important concern to us. We were also C-TPAT (Customs-Trade Partnership Against Terrorism) certified which means we comply with the US Government’s standards to ensure that our shipments out of China had been safe from tampering during the exporting process. Part of this certification process includes inspections of all of the factories that we worked with to ensure safe and fair working conditions for all employees. We assure you that we do take fair work practices very seriously and while our products are made overseas we have personally visited the factory in Vietnam and have regular communication with staff there to ensure that acceptable standards are met for everyone involved in the process of making our products.

How should I clean my BackTpack?
We recommend hand washing all of our items with a mild detergent or dish soap. This should be perfect for an all over cleaning. We do not recommend machine washing, though customers report success with machine washing as well. If you have a spot or stain you may want to visit a dry cleaner before applying any cleaning solutions to the bag. They should be able to help you determine the exact stain and how best to remove it.

Will my laptop fit?
Since the end panels are soft, the bags accommodate a computer slightly longer than the bag length. Fit will also depend on the thickness of your computer. Snug fits: A computer 1″ (2.5 cm) thick and 15″ (38 cm) long can fit into med/lg BTP3 or BTP4. The small size bags can take a computer that is 13-3/4″ (35 cm) long.

What happens if the bags are not evenly loaded?
It is ideal to have the weight even, but not essential. You will definitely be aware of the imbalance. The awareness is a good thing. You can shift some of the load from side to side to balance the weight. Some people organize items in small mesh bags or folders so they can easily transfer from side to side. If you have only one item to carry, it is best to put something else on the other side.  However, in this case, if you use the Hip-Loading Belt, the one-sided load will be brought closer to you spinal axis so you will feel more balanced.

How much weight can BackTpack carry?
BackTpack 3 and 4 have been bounce tested with 50 lbs for 48 hours. They are the most durable of the models. We do not recommend you carry more than 15% of your body weight. If you are carrying a heavy load or a load for a long distance you should use the Hip-Loading Belt option.

Should I tighten the lower strap so the bag fits snugly?
This is fine with BTP4. However, other models that do not have a belt all around the torso, are meant to hang straight down from the shoulders. The lower strap (Lap-Strap)  is only for load transfer to thighs when seated in an armless chair. If you like a snugger feeling, the optional-use Hip-Loading Belt should be used. It is often most comfortable to not even fasten this lower Lap-Strap during most use. If you pull it tightly the BTP2 or 3 will draw in the back. Again, if you like a tight fit at hips, use the Hip-Loading belt, which is an option of BackTpack 2 and 3. The purpose of the BackTpack design is to train good posture in everyday life. This requires a load on the spinal axis, top down, in order for the postural muscles to know the upward direction. If the pressure were mainly against the hips this posture training mechanism is minimized.

Does the BackTpack train my posture by just wearing it?
In some ways it will, but to train optimal posture you will need to be aware of it and “lift your heart” through the vertical loading system to experience this training effect. This is not a passive system. It is all about how you apply the force and respond to it. It is still possible to slump with old habits if you are not aware of this dynamic partnership of you and your BackTpack.

How should I wear my BackTpack down a narrow aisle like on a bus or plane?
If you simply swivel the bag system to be front and back instead of side to side, you should be able to negotiate the aisles comfortably.

How do I keep the bag neat after I remove it?
We suggest you hang the bag from its hangloop on a hook when you are not wearing it. You may also drape it over a chair. The BackTpack 3s have a handle that can be velcroed together to keep the bag as one unit when it is off.

How should I take the BackTpack on and off when it is heavily loaded?
If it is loaded heavily we suggest you first sit down with the bag on, remove the straps, then when standing grab both straps and place the bag where you would like to store it. It is best to put it on in sitting also when it is loaded. If you are not able to sit, you may put it on one shoulder at a time, or hold it up slightly, then turn under your hands to put your arms through the straps.

Where should I put my arms if the bags are very full?
In this case it is most comfortable to use the bags like an armrest and lightly grip the shoulder straps.

How should BackTpack be adjusted for tall people?
Yes BackTpack works great for tall people. The sizing is just a little different for you. The sternal strap should be adjusted to the lowest level. You do not have to have the bag lowered “to the knuckles” in order for the “sit strap” mechanism to engage the weight transfer when seated in an armless chair. This is the ultimate test of how low the bags need to be adjusted. If a tall person sits in an armless chair and the weight transfers fully to the sit strap, any slack in the shoulder straps should be taken up. This will allow for the sternal strap to be lowered for comfort during sitting.

Can I ride a bicycle with BackTpack?
Yes! BackTpack will give you a lower center of gravity and better balance than wearing other bags while biking. You will want to not fasten the sit strap so there is room for leg excursion. If you prefer a tighter fit you can use the hip- loading option and shorten your BackTpack, or tighten the Hip-Width Adjuster on the BTP4 to allow desired leg freedom of movement. Depending upon your size and shape you may prefer the small size that is shorter from front to back. You can try what feels best to you. Motorcyclists also find BackTpack’s balance and lower center of gravity are especially useful in addition to the easy access while riding. The Lap-Strap is an essential feature for use while operating a Motorbike.  It transfers the weight of the load to the thighs which frees up the trunk for full movement and safety.

Can I wear BackTpack in the car?
Yes, but depending upon the vehicle it is not recommended to wear while driving. Moms taking car pools of children to school comment on how much easier it is if the children wear BackTpacks because they don’t have to take them off and put them in the trunk, then take the extra time to unload the trunk at the end of the commute.

How about on the bus?
Yes, you can wear your BackTpack while sitting on the bus. However if the bus is heavily crowded you can swivel the bag front/back with one bag on your lap and one at your back. This system also works well when going down narrow aisles or through narrow passages.  Bus drivers are fans of BackTpacks. Their routes are speeded up because customers do not take so long getting to their tickets or fares. They don’t have to remove BackTpack in order to access the contents. This is especially helpful for blind people that are dealing with guide dogs in addition to the other items they are handling.