FAQ's

Which MadPax Size is right for me?

Click here for more sizing info.

Where does MadPax Canada Ship to?

We are happy to ship your order anywhere in Canada.  We do not ship to the US.  Please contact MadPax.com for all US orders.

*When will my Pre-Order Ship?

All customers will be notified as soon as your order is ready to ship.  All items that are Pre-Orders are identified as such on the product page. Any delays or changes will be provided to the customer as soon as possible.

Where does my order ship from?

Your order will ship from our warehouse in Calgary, Alberta.  

Shipping arrival times from ship date are approximately:

  • 1-2 days to Alberta
  • 2-3 days to BC
  • 2-3 days to SK, MB
  • 4-7 days to ON, QC, YT, NT
  • 7-10 days to NB, NS, PE, NL, NU

How will I know my order has been accepted?

You will receive an email confirmation once your order has been processed.  Another confirmation will be sent when your order ships.  Please allow up to 72 hours* for your processed order to ship.

*All preorders will ship in time for back to school.  Confirmation of ship date will be sent prior to shipping to all customers. 

How can I change or cancel my order?

Once your order has been accepted by our system it automatically transmits to our processing center in Calgary, AB.  If you wish to make a change or cancel your order, please contact us at info@madpaxcanada.com within 24 hrs of placing your order.  We will try to accommodate you the best we can.  

Currency

All prices are in Canadian Dollars, applicable GST, HST, and/or PST will apply based on the location your backpack is shipping to.

Returns or Exchanges

We want you to be completely satisfied with your order.  Should you change your mind, we will accept the return of your unused and unaltered full price MadPax merchandise within 30 days of your order arriving.  

Please contact us for authorization at info@madpaxcanada.com with Return in the Subject line to receive an approved Return Authorization number.  You must have an approved RA number before sending your order back to us.  MadPaxCanada.com reserves the right to deny refund if the merchandise does not meet the return policy requirements.  All sale and promotional items are final sale and cannot be returned or exchanged at any time.  

Please note that shipping and handling charges are non-refundable.  We highly recommend that you use a shipping carrier that offers a tracking number.  The buyer is responsible for all return shipping charges.  Please do not send return packages by COD.  COD may be denied or COD amount will be deducted from the return or exchange.

My pack has a defect, what do I do?

MadPax offers a 60-day warranty against defects in materials or workmanship. If a product fails due to a manufacturing defect, we will replace the product, without charge. Should you receive a backpack with a manufacturing defect, please be sure to contact us right away. This warranty does not cover damage caused by accident, improper care, negligence or normal wear and tear. Examples of normal wear and tear are, split zippers, peeling spikes, frayed edges, and ripped interior lining. Warranty claims are evaluated on a case-by-case basis. MadPax does not facilitate repairs or returns on product that fall outside of this warranty.

How can I report a defective pack?

If you believe your pack has a manufacturing defect (not normal wear and tear), please send us an email at info@madpaxcanada.com. Please include a short description of the defect, photos, your name and an original proof of purchase in the body of the e-mail. Once all of this information is received, we will review and process your request. You should receive a response within 72 hours. If you are unable to provide any of the requirements listed, we will not be able to assist you in your warranty process. Please note that during back to school season (June through September) warranties may take up to 2 weeks to process.

How do I ship my defective pack back to you once I get authorization?

You can choose any method, however we recommend you use a carrier that offers a tracking number. We will not charge any shipping or handling fees for the replacement backpacks with manufacturer defects.

I prefer to purchase a pack in person.  Where can I do this?

We have several authorized third-party retailers and the list is growing daily. Simply use our contact form and select location inquiry. Please include your Postal Code and we will direct you to the closest retailer.

How do I clean my MadPax? 

We recommend you clean your pack with a damp cloth and mild soap as necessary. Machine washing, detergents or bleach are not recommended. Line dry.

What material are the "Bubbles" packs made of?

Bubble is currently offered in a polyester/spandex fabric. This material delivers durable and vibrant colors that are easily cleaned. The interiors are lined with polyester/nylon. All zippers are smooth functioning nylon.

What material are the "Spike" packs made of?

Spiketus-Rex coloured packs are currently offered in a leather-like fabric made of Poly Urethane. This material delivers durable and vibrant colours that are easily cleaned. While durable, this material has a top coating for colour; if dragged or abused the colour may wear or scratch. This is considered normal wear and tear and not be covered under our warranty. The interiors are lined with polyester/nylon. All zippers are smooth-functioning nylon.

The Pastor and Luxe collection are made of PVC. This material delivers durable and vibrant colours that are easily cleaned. While durable, this material has a top coating for colour; if dragged or abused the colour may wear or scratch. This is considered normal wear and tear and not be covered under our warranty. The interiors are lined with polyester/nylon. All zippers are smooth-functioning nylon.

For any other questions please contact us at info@madpaxcanada.com.