FAQ

POLICIES

If it’s not a fit, you can return any item within 30 days of receiving your order. All returns need to be sent back to us in brand-new condition, with tags and accessories included.

For domestic US orders, we can generate a return label for $12 USD. For Canadian orders, return labels are $20 USD.

You can also create a return label with any carrier yourself using our warehouse address: 

THE ShipDaddy (@Patrick) 

C/O MANDRN LLC

15 Railroad Avenue, Newville PA 17241

For all returns, the buyer is responsible for tracking and ensuring the package is received at our warehouse.

Need to make a return? Head over to our Returns Portal to start the process. More details on our return/exchange policy can also be found here.

Our shipping options are a little different depending where your order is headed. 

And since the world can be a little unpredictable these days, shipping timelines are never guaranteed. Expect 1-2 additional days of processing time before your order is shipped out (on top of the couriers’ shipping timeline) to be safe. 

[United States]

– UPS Economy Shipping (5-9 business days): Free for orders over $150 USD and $7.99 USD for orders below

– UPS Express 2-day Air Shipping (1-3 business days): $24.99 USD  

[Canada]

Please keep in mind that our shipping estimates do not include time spent at customs nor duties.

FREE UPS Expedited shipping (3-7 days) if you spend over $200 USD (after discount)

UPS Expedited arrives in 3-7 business days for $14.99

UPS Express Shipping arrives in 2-5 business days for $39.99 

INTERNATIONAL: 

Please keep in mind that our shipping estimates do not include time at customs, which varies by country and can take up to four weeks to complete.

Economy International Shipping arrives in between 6-18 business days for $19.99 

FREE UPS Expedited shipping (3-10 days) if you spend over $250 USD (after discount)

UPS Expedited arrives in 3-7 business days for $29.99

UPS Express Shipping arrives in 2-5 business days for $39.99

DUTIES: As we ship from the US, there may be additional duties incurred to Canada, Europe, and Asia, which MANDRN does not cover.

Definitely. If you’ve ordered within North America, we offer one free exchange per customer, where we’ll cover the return label fees ourselves. 

Can’t wait to get your new exchanged item to your front door? The fastest way is to head to our Returns Portal, return your original item and then make a new purchase of your replacement item. We’ll refund you the value of the returned product and waive the shipping label once our team takes a look back at our warehouse. 

Prefer email? You can also drop a message to customerhappiness@mandrn.com letting us know you’d like to make an exchange (making sure to include the original details of your order). We’ll process your exchange and then send you a return label you can use to ship your original item back to us. 

Need to make an exchange? Head over to our Returns Portal to start the process. More details on our return/exchange policy can also be found here.

All sale items purchased during our VIP, Black Friday and holiday sales are final sale, with no returns or exchanges possible.

Please note, you cannot combine discount codes. One code may be used per purchase! Thank you for supporting our small business!

Yes absolutely. If we generated a return label for you, we will deduct $12 (for US guests) and $20 (for CAD guests) for the shipping label from your final refund amount.

Are you tracking your package and see it's arrived to our warehouse already?

Make sure it's arrived to our warehouse, then please allow for up to 10 business days for our team to inspect your item and refund your original purchase method. Send us a nudge if you have a question on it customerhappiness@mandrn.com

After one year if any hardware or functionality of your product breaks, send us a note at customerhappiness@mandrn.com and we'll make it better! 

Definitely. If you made your purchase after May 25th, 2023, we’ll happily exchange it for the 2.0 version instead. Please note that the upgrade will cost an additional $10 to cover the price difference between the two products. 

To start this process, just drop us a line at customerhappiness@mandrn.com

Unfortunately we won’t be restocking the original versions once they’ve sold out (for now). But rest assured – our new 2.0 versions have been improved to be even better than the originals. 

Discounts vary between products and are applicable from November 5th, 2023 at 00:00 PST until November 6th, 2023 at 23:59 PST. All sale items are final sale and not eligible for exchanges or returns. T&Cs apply. 

As a small business, we are unable to retroactively offer any discounts after our Black Friday, VIP or holiday offers have ended. If you’ve pre-ordered something that has not been shipped by the time a sale is live, send us an email and we’ll assess on a case-by-case basis.

SHIPPING

Contact customerhappiness@mandrn.com immediately. In some cases, we may be able to change the address for you if your order hasn't already been processed. 

If your shipment is held up with your carrier, contact them directly as they may need specific direction on where to deliver your order. In some cases, the carrier will need to update your address which will result in an up-charge.

If you are an international order, it may mean the carrier requires payment of custom duties, MANDRN is not responsible for paying this. Please contact them directly to settle up payment to get it delivered to you. 

MANDRN is not responsible for lost or stolen packages. As soon as we ship out the product from our warehouse, it's in the responsibility of our customers hands. Please reach out to the carrier listed on your shipping email with your tracking information for assistance!

Please allow up to 2 business days for all orders to ship or leave our warehouse, regardless of shipping speed selected at checkout. We are unable to make changes or cancel orders once they are processed.  

Yes we do! We offer FREE SHIPPING on orders over $250USD. We ship with DHL and your package is expected to arrive within 6-20 business days (not including time at customs border for processing).

As we ship from the US, there may be additional duties incurred in shipment in which we do not cover.

We understand that it can be frustrating to experience a lost or damaged product during transit. We're here to assist you with your claim and make things right. 

If you have purchased MANDRN's Package Protection and your shipment was lost or stolen, MANDRN's Customer Happiness team is dedicated to providing excellent service and will gladly assist you with your order by initiating a reshipment or refund of your order. Claims will be reviewed within 2-3 business days from contacting support. Simply contact us at customerhappiness@mandrn.com, and we'll take care of the rest!

How Does MANDRN Process Refunds or Reorders?
Refunds: When refunding an item, MANDRN covers the subtotal, shipping, and taxes.

In both cases, the our Package Protection Insurance will not be refunded.

Reorders: MANDRN will reorder the items, depending on in-stock availability. Unavailable items will be refunded. MANDRN will cover the cost of any reorders including shipping, taxes, and MANDRN Shipping Protection.

ROUTE Package Protection

If you purchased Route's Package Protection before June 17th 2023, we kindly request that you file the claim directly with Route. We want to ensure a seamless process for you, so please refer to the following details on how to file your claim: FAQs on Route Package Protection. If you have any further questions or need assistance, feel free to reach out to us as well. We're here to help in any way we can.

To make sure your gifts arrive under the tree by December 24th, we recommend placing your holiday orders as soon as possible, and by no later than these dates:

Last days for US/domestic orders: 

  • With standard shipping: Tuesday, December 12th 
  • With express shipping: Sunday, December 17th

Last days for Canadian orders: 

  • With standard shipping: Saturday, December 9th
  • With express shipping: Wednesday, December 13th

Last days for international orders: 

  • With standard shipping: Saturday, December 9th
  • With express shipping: Wednesday, December 13th

Without package protection, our hands are pretty tied. Try reaching out to the shipping carrier with your tracking number, as they might have more information on the location of your package and can advise on how to file a ‘lost item’ claim.

You can also re-order a new item with package protection, and return the previous item if/when it arrives (providing this was purchased at full price and the order meets our conditions for a return).

If you’re having trouble getting in touch with your shipping carrier, drop us an email and we’ll see how we can help. 

PRODUCT

There’s a lot you can do before, during and after wearing your MANDRN to make sure it ages beautifully. Check out our Leather Care page for our essential tips at every stage.

We recommend using some wax parchment paper or chapstick and applying it directly on the zipper lip. We also suggest to test the zipper and slowly break it in by opening and closing it. Did you receive a zipper that appears to be broken and not closed to the other end? Slowly zip the zipper to open and close, and it should work!

Due to various minor improvements made to the construction of the product, digital photography, and dye lot variations, we cannot guarantee that the color and construction you see on your screen as an exact replica of the product. We strive to show our products as accurately as possible, but screen images are intended as a guide only and should not be regarded as absolutely correct.

Product that is received with damage can be returned for a full refund or exchanged to a new product. Please contact us at customerhappiness@mandrn.com to help you with this.

Head to the ‘Pack Protection’ section on our Leather Care page and read our tips on what to do (and watch out for) before your first wear.

MANDRN is not responsible for damage caused by normal wear-and-tear, like stains or scratching. The same goes for any dye that transfers from your clothing to your bag (or vice versa), so be sure to follow our pre-wear tips to avoid any mishaps.

Due to the rugged nature of our product, please expect your bag to obtain marks and scratches over time. Most will fade or disappear after a leather conditioner treatment, and the leather patinas with each wear. 

ORDERS

Please contact us at customerhappiness@mandrn.com as soon as possible if you would like to cancel your order. Our fulfillment center processes orders quickly so we can't guarantee the cancellation, but we'll do our best. 

For online orders an email will be sent with a shipping confirmation and tracking information, still have a question? Email us at customerhappiness@mandrn.com

Make sure to check the product page to know the pre-order ship out date. Or read our pre-order updates page here, we update our pre-order estimated ship dates out weekly!

MANDRN is not responsible for lost or stolen shipments. You will be responsible for filing a claim with the carrier (UPS or DHL). Once your claim has been filed, please contact us directly at customerhappiness@mandrn.com with information regarding your situation and your claim number.

Have a question about your order? Email customerhappiness@mandrn.com with your order number in the subject line.

FAQ

Feel free to contact our team via live chat, or on our CONTACT US page where someone from our customer happiness team will get back to you within 48 hours.

As you know we never discount, so if you by chance see one that happens (always unannounced) make sure to jump on it! Watch our social media and subscribe to our newsletter to be the first to hear about it!

Yes, feel free to register in our MANDRN WHOLESALE of our website. Once our team vets and approves your wholesale stockist request, you can shop freely for your store at wholesale prices.

FREE SHIPPING

On US & CAD orders over $150 USD.

HASSLE-FREE RETURNS

Full refund within 30 days.

CARBON-NEUTRAL SHIPPING

Now with every order.

Travel lightly. Move freely. Live intentionally.