PLACE AN ORDER
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Resilience packs are carefully created one at a time.
Most orders are custom, but check out the Shop for available items ready to go! New orders are scheduled by estimated week of completion.
Custom orders are taken through email at resiliencecustom@gmail.com.
HOW DOES A CUSTOM ORDER WORK?
HOW DOES A CUSTOM ORDER WORK?
Email me at resiliencecustom@gmail.com. Let me know what type of bike pack you are looking for with as much details as you know so far and, of course, send a picture of your bike! :)
We'll chat about color, size, use, features, and a preliminary price. I can send you photos of certain fabrics next to each other and a preliminary sketch to help you visualize!
What's next?
At this point, the design gets really exciting! If you still feel unsure about placing the order and would like to see more drawings and options, I offer a $20 design fee which applies to the cost of your pack if you should choose to proceed with the order. Either way, you will receive drawings either done digitally or paper drawn art reflecting the pack we've been talking about. I'll walk you through the steps to measuring or patterning your frame and calculate the final bill. We can tweak the design until we come to the final awesome pack you will love!
Next, I will send you an invoice, a Custom Sewing Agreement, a start date, and estimated shipping date (usually ships earlier). As with all custom or online purchases, payment, tax, and shipping is done in advance. Please note custom orders are non-refundable after the fabric is cut on the start date. If desired, I will provide progress updates on the construction of your perfect pack.
Thank you for choosing Resilience!
Return & Exchange Policy
Thank you for supporting independent craft. Because our bags are hand-sewn with care, we have specific policies depending on whether your item was custom-built or purchased from our ready-made stock.
1. Custom & Made-to-Order Bags
Due to the personalized nature of custom gear—including specific colorways, sizing for unique frame geometries, and requested features—all sales of custom bags are final.
Design Approval: Once production has begun on a custom order, we cannot accept cancellations or changes.
Fitment: We rely on the measurements provided by the customer. Please double-check your frame dimensions or reach out for guidance before ordering. We cannot offer refunds for bags that do not fit due to incorrect measurements provided by the buyer.
Defects: If there is a structural defect in the stitching or hardware upon arrival, please contact us within 7 days of delivery so we can arrange a repair or replacement.
2. Ready-Made & "In-Stock" Items
Items purchased from our standard inventory (non-customized) are eligible for return or exchange under the following conditions:
Window: You must contact us to initiate a return within 14 days of receiving your item.
Condition: Items must be in new, unused condition with original tags attached. Bags that show signs of being mounted on a bike, trail dirt, or wear cannot be accepted.
Shipping: The customer is responsible for return shipping costs unless the return is due to a mistake on our part.
Restocking Fee: A 20% restocking fee applies to cover original processing costs.
Repairs & Craftsmanship Guarantee
We stand by our work. If your bag experiences a failure in materials or craftsmanship (such as a popped seam or zipper failure) during normal use, we offer a Repair Warranty.
Note: This does not cover "crash damage," standard wear and tear, or damage caused by overstuffing/misuse. We are, however, happy to perform repairs for a reasonable fee to keep your gear on the road for as long as possible.
How to Start a Return or Initiate a Repair
To begin a return or report a defect, please email resiliencecustom@gmail.com with your name, address, and photos of the item.
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