M S.
CRAPPY return policy--shameful brand
I bought a $90 back pack from Timbuk2 this summer, for use beginning in the fall. Unfortunately, I did not see the 30-day return window. Really? Is the brand that weak that they can only allow 30 days? Some people actually buy things ahead of time, and trustworthy brands stand behind their items, knowing that customers' word-of-mouth is their best advertising. For me, this brand did not work well. I purchased the Authority Laptop Backpack Deluxe, failing to see that there was only one side pocket--water bottle pocket (so where would I put my umbrella??) I found this back hurt my shoulders, no matter how many times I re-adjusted the straps, so I figured it just wasn't the right bag for me. When I returned home from my research trip, I contacted Timbuk2 to initiate a return. That's when I found out about the 30-day return policy, which shocked me as a consumer. A backpack is not a pair of pants that you can try on once and know for sure whether they fit or not. Anyway, I asked the company nicely if they would consider an exchange ("No," the sale was marked final, and it had been more than 30 days). Let me say this, if I were buying a gift for a college (or other) student, I would STEER CLEAR of Timbuk2. Think about it; by the time you get the gift to the individual, they may have a day or two to actually use it before the return window closes. Another reason to choose another brand. And here I was thinking I would just purchase something else from Timbuk2 instead (in fact, the item I was going to exchange my bag for was more expensive--guess they just do NOT want my business). No exchanges unless the return is initiated within the 30-day window. No exchanges on items marked "final sale." How apropos, as this purchase is my FINAL SALE with Timbuk2, and I urge you to find another brand. I guess if you live near one of their handful of stores, 30 days may work, but it didn't for me. Shame on you, Timbuk2.
Response from Timbuk2Feb 20, 2026
Thank you for taking the time to share such detailed feedback. We’re genuinely sorry to hear that this experience left you feeling disappointed. We understand that not everyone is able to fully test a product within 30 days, especially when purchasing ahead of time or for a specific trip or gift. Our 30-day return policy — and final sale terms — are in place to ensure consistency and fairness, but we recognize that in some situations they can feel limiting. We’re also sorry to hear the Authority Deluxe wasn’t the right fit for you. Comfort and functionality are incredibly personal, and it’s frustrating when a bag doesn’t perform the way you hoped. We truly value customer feedback like yours. It’s been shared internally as we continue evaluating how we communicate our policies and how we can improve the overall experience.