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FAQ

What are the sizes of the packs that you offer?
What material are the "Spike" packs made of? 
What material are the "Bubble" packs made of?
How do I clean my MadPax?
I prefer to purchase a pack in person. Where can I go to do this?
Where can you ship MadPax product?
My pack has a defect, what do I do?
How can I report a defective pack?
How do I ship my defective pack back to you once I get authorization?
Do you offer returns or exchanges on product purchased through MadPaxAustralia.com?
How will I know my order has been accepted?
Where does my order ship from?
How can I change or cancel my order?
What happens if my package does not arrive?

 

What are the sizes of the packs that you offer?
Each individual product description includes dimensions for each pack. To illustrate the interior size of each, consider the following:

Pack Size Will Easily Hold 

Handle Type 

Full

Three 2" binders, pencil box

Adjustable shoulder straps with chest strap 

Half

Tablet, folders, change of clothes. Note: It will not hold a full size binder

Adjustable shoulder straps 

Nibbler

Lunch, wallet, water bottle, and more

Single loop as a handle as well as an adjustable shoulder strap to use as a cross body tote. Nibblers are now fully insulated!

Mighty Bite

Keys, coin purse, small toys, phone

Single loop with clip to attached to another pack or bag

What material are the "Spike" packs made of?
Spike is currently offered in leather like fabric made of Poly Urethane. This material delivers durable and vibrant colors that are easily cleaned. While durable, this material has a top coating for color; if dragged or abused the color 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.

What material are the "Bubble" 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.

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.

I prefer to purchase a pack in person. Where can I go to do this?
Please check our Stockist list for a local retailer of MadPax in your area.  

Where can you ship MadPax product?
At this stage this website is only able to ship to Australian addresses. We can ship internationally, just email us at hello@madpaxaustralia.com
For orders to New Zealand, please contact us at madpax@madpax.co.nz.

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 manufactures 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 is not able to facilitate repairs or returns on product that falls outside of this warranty.

How can I report a defective pack?
If you believe your pack is affected by a manufacturing defect, please send us an email at hello@madpaxaustralia.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 and you should receive a response within 72-96 hours. If you are unable to provide any of the requirements listed we will not be able to assist you in your warranty 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. It is up to you to send us your pack once approved. We do not charge any shipping or handling fees for the replacements backpacks with manufactures defects.

Do you offer returns or exchanges on product purchased through MadPaxAustralia.com?
We want you to be completely satisfied with your order. We will happily accept the return of unaltered or defective full price merchandise within 30 days of receipt of your MadPaxaustralia.com purchase.

Items must be returned in their original condition with tags attached, in plastic bag. Please ensure you contact us before sending any items back to obtain authority for returns/exchange. MadPaxaustralia.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. 

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.

Where does my order ship from?
Your order will ship out of our warehouse in Auckland, New Zealand. 

How can I change or cancel my order?
Once your order has been accepted by our system, it is automatically queued for shipping. Once an order is processed, it is unlikely that we are able to make any changes, however, please contact us using our CONTACT page, send us an email at hello@madpaxausralia.com, or give us a call at +64 9 215 2225 for further assistance.

What happens if my package does not arrive?
Once an order leaves our warehouse, it is under the responsibility of New Zealand Post and Australia Post. If you do not receive your tracking information, we are happy to provide it. Please use our contact page, or send us an email at hello@madpaxaustralia.com. MadPax is not responsible for any lost, stolen or damaged packages.




For any other questions or inquiries, please use our contact form, e-mail us at hello@madpaxaustralia.com


 

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