FAQ

What if I broke my SOLID GRAY backpack?

Congratulations! Breaking a SOLID GRAY backpack is no easy job. If you broke your SOLID GRAY outside of warranty, we’ve still got your back. Send us some pictures and tell us how it happened. We’ll send you a replacement at 50% discount, no matter how old your SOLID GRAY is, or how it happened.

How comfortable is SOLID GRAY backpack?

Due to our backpack’s unique design, this is one of the most asked questions. Dont worry, the back-side is flexible and slightly curved. We guarantee a comfortable fit. Watch our video to check!

Which shipping method should I choose?

All shipping methods feature tracking and guaranteed delivery. If your order gets damaged, lost or stolen, we will send a replacement free of charge, no matter what.
-Local post means the our national post ships the package to your country, and your national post handles the delivery to your door. Delivery times are generally accurate, but not 100% guaranteed. Although rare, customs may take some time to inspect your package.
-UPS is faster, and the times indicated are almost 100% guaranteed, as USP have their own customs departments.

Do you accept returns?

We definitely do. Please click here for our policy.

How will my order be packaged?

We ship our products all over the world, and for this reason, SOLID GRAY backpacks are packaged in a custom developed multi-layered packaging system, which makes transport damage incredibly rare.
Nevertheless, if your order is damaged in transport, contact us, and we will send a replacement, free of charge.

Can I pay with dollars or any other currency?

Yes you can! Our website recognises your country automatically, and all prices are shown in your currency. If you do not see the correct currency, you will be given the option to select your country in every product page

Can I write my address in non-western characters?

No problem!
1. First make sure that all the requested address fields are completed in western characters .
2. Please type your address in non-western characters in the “Add a comment” field.
We will put your address on the shipping label, written in both characters.

How do I find the “Security ID” or “card validation code” for my Credit card?

The card validation code is generally on the back side of your card. Look for a 3 or 4 digit number in a box. If your card only has a long number on the back, it is the last 3 or 4 digits of this number.

With American Express cards, the validation code is on the front side. It is a 4-digit number printed above the embossed card number.

If you can’t find your card validation code, just let us know and we will help you.

How do I attach and detach the shoulder straps?

Check out the video instruction here. Your straps came with their own manual, if you did not get this, or if you lost yours, please send us an email, and we will send you a new one.

What is the maximum size laptop I can carry in the backpack?

Carry and protect nearly all laptops of 15.6 inch or smaller. If in doubt, just click here to check Solid Gray’s exact dimensions. Store your phone and any small items comfortably and safely in the inside compartment.

Is the backpack waterproof?

SOLID GRAY is water resistant. This means your possessions stay dry if you get caught in a light or slightly heavier shower. For more adverse conditions, we recommend you use the SOLID GRAY rain cover.

What makes Solid Gray products sturdy and lightweight at the same time?

They are made from a high-tech polymer. This extremely durable and lightweight polymer is so strong, that even after being bent millions of times it will not break or tear.

How are SOLID GRAY's products made?

SOLID GRAY products are cut from a single sheet of high-tech polymer, an extremely durable and hard-wearing material. Up to now, such sheets were only used for industrial purposes. After cutting, grooves are made into the sheet to create folding lines. These lines are used to fold the products into a sturdy and protective shape. These are the very first consumer products cut and made from such sheets.

Where are SOLID GRAY's products made?

All our design, production and assembly is done in the Netherlands. This way, we can guarantee a high quality product and good working conditions.

Where can I buy your products?

Purchase your Solid Gray backpack anywhere in the world through our webshop. Or from one of our official retailers.

How do I know if my backpack is genuine?

Each SOLID GRAY backpack has its own unique random serial number. You can check your serial number for authenticity here.

Will the backpack fit in the overhead compartment of an airplane?

Yes it does. SOLID GRAY will meet the dimension requirements for carry on luggage on all airlines. Its exterior dimensions are: 50x32x20cm/ 19.7 x 12.6 x 7.9 inch.

Do I have to pay import tax on my order?

If you order from an EU member country, all purchases are duty-free!
If you order from the USA, all purchases up to $800 are duty-free!
If you order from any other country, please check with your governments tax office to see if any import tax is charged. Every country has different tax rules, so as much as we would like to, it is impossible for us to keep track of every one of them, or to prevent them from taxing your purchase.

Are the Switch System straps compatible with my current Solid Gray?

All SOLID GRAY backpacks that have their serial number placed on a metal tag on the outside are compatible. If you own one of the older models, check the the serial number on the sticker on the inside, if the serial number has 3 letters and 4 numbers, like ABC1234, it is compatible.