service

How can I contact you guys?

The best way is to send us an email. Whenever you contact us, we will get back to you as soon as we can, but always within 1 working day. You will talk to the same person throughout. We will do our very best to help you solve whichever question or situation you may have as fast as we can.

What if I want to return my purchase?

We accept returns for any reason whatsoever. The full purchase amount will be refunded within two working days once we receive the backpack unused and in its original packaging. Please contact customer service before sending back your item(s). Please click here for our full policy.

What if there is something wrong with my backpack?

If there is anything wrong with your purchase, we take full responsibility. We offer a complete refund, including return shipping costs, in case of a product defect or any mistake on our part. The manufacturer’s warranty is 1 year. Please click here for our full policy.

What if I broke my backpack by accident?

Don’t worry, we’ve got your back! If you broke your SOLID GRAY® by accident, or after the warranty has expired, we’ll send you a replacement at a 50% discount. No matter how old your SOLID GRAY® is, or how it happened.
Please see all the details on our Crash Service page.

Do you refund return shipping costs?

If the reason for the return is an improper quality product or an incorrect package, we will refund your shipping costs. If the reason for the refund is because you don’t like the color or you just changed your mind, the return shipping is paid by you.

I have a different question

We will do our very best to answer any questions you may have, and help you decide whether SOLID GRAY® is the right choice for you before you buy. Our FAQ page offers a lot of information, but we are always happy to hear from you. So go ahead, ask us anything.