Returns & Exchanges

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.