FAQs

SHIPPING

UNITED STATES SHIPPING POLICY

FREE SHIPPING is available for all domestic orders over $149. Free shipping options include USPS Priority Mail and USPS Ground Advantage. Free shipping transit times can vary anywhere from one to ten days depending on the destination. We ship from San Francisco, California.

In stock items ship within 24-72 hours, excluding federal holidays. You will receive a shipping notice and a tracking number once your order has shipped.

If you paid for Express or Priority service, your shipment leaves right away.

Sales tax only applies to sales made within the state of California. 

INTERNATIONAL SHIPPING POLICY

FREE SHIPPING is available to Anywhere in the World for orders over $399 USD. For orders under $399, a subsidized flat rate of $29 is available for shipments to Canada and a subsidized flat rate of $39 is available for shipments to Everywhere else in the World. International shipping options include Fedex Express Economy and Fedex Express Priority services. We ship from San Francisco, California.

Subsidized rates for small packets are available as well.

In stock items ship within 24-72 hours, excluding federal holidays. You will receive a shipping notice and a tracking number once your order has shipped.

If you paid for Priority service, your shipment leaves right away.

Import duties and taxes are the responsibility of the recipient. Import duties for your country can be found under HTS code 4202. Duties may range from 0% to 20% + depending on the country of import.

If a package is refused due to the cost of import duties, the package may be abandoned, destroyed, or returned to us. If the package is abandoned or destroyed a refund will not be processed, including the original shipping fee. If the package is returned to us, a return will be processed, less the return shipping fee.

RETURNS AND EXCHANGES

RETURN AND EXCHANGE POLICY

Black Ember stands behind the quality of all of our products and we hope that you're 100% satisfied with your gear. If you're unsatisfied for any reason, you may return your items within 30-days of your delivery date for a full refund.

Items must be in brand new condition and the original tags must be attached.

Packs with any sign of wear will not be accepted for return.

Once your item is received, inspected and accepted, your refund will be processed and applied to the original method of payment. Allow us up to 14 business days from the time your return is received to process your return.

At this time, exchange service is unavailable. Simply make a return and place a new order at your convenience. If you place a new order, let us know and the prepaid return label fee will be waived.

Merchandise labeled as Final Sale, may not be returned or exchanged.

United States Returns

Original shipping costs are non-refundable and a $15 USD fee will be applied if you choose to use our subsidized prepaid domestic return label. ($5 for accessory items.) Black Ember reserves the right to refuse any return on merchandise that does not meet the above requirements. If your return is not accepted, it will be sent back to you and a refund will not be issued. 

Simply begin your return here.

International Returns

Original shipping costs are non-refundable and simply choose a carrier of your choice to return your items. Use a tracking service to guarantee your delivery. Packages that are lost and untraceable are not eligible for refunds. Black Ember reserves the right to refuse any return on merchandise that does not meet the above requirements. If your return is not accepted, it will be sent back to you and a refund will not be issued. 

Simply begin your return here.

PREORDERS

PREORDER POLICY

Products in high demand are offered for preorder so that you may reserve your items prior to arrival. Popular products often sell out prior to arrival. Your preorder guarantees the reservation of your items. Your payment is processed when your order is made to confirm your reservation. Estimated shipping dates can be found on each product page. As a benefit, during the preorder period, you may receive a preorder discount. Discounts are tiered; the earlier you place your preorder, the larger discount you receive. All products are full price once they arrive.

Preorders may be canceled at any time prior to shipping. Let us know at team@blackember.com if you would like to cancel your preorder. We'll honor your preorder discount price for a future order as well.

Shipping dates provided are only estimates and may change at any time due to real-time transit conditions.

LIFETIME WARRANTY

LIFETIME WARRANTY POLICY

All Black Ember products are backed by a lifetime guarantee to be free of defects in materials and construction.

Wallets are warranted to be free from any defect in materials and construction for a period of two years.

We repair or replace any items found to be defective in materials and/or workmanship at no charge to you and we cover the cost of shipping as well. The warranty applies to the original owner only and does not cover normal wear-and-tear or abuse.

WARRANTY CLAIMS

If you would like to make a warranty claim please send us message at team@blackember.com with your name and order number in the subject line. A claim can only be made for purchases from BLACK EMBER directly or from authorized retailers and requires proof of purchase.

ENVIRONMENTAL COMMITMENTS

LONG LASTING DESIGN

We put tons of effort into developing and testing our packs. Each Black Ember pack comes with a lifetime warranty to back it up. Our packs are durable, highly functional and highly water-resistant. We obsess over functional and aesthetic detail. Each textile or hardware specification has been carefully chosen for its particular performance characteristics and aesthetic quality. Take good care of your pack and you can expect it to literally last a lifetime.

BLACK EMBER X CORDURA® 

Black Ember is proud to be the world's first brand to collaborate with CORDURA®  Advanced Fabrics on the launch of its new CORDURA® re/cor™ RN66 collection. It is the first 100% recycled nylon 6,6 textile from CORDURA®. When compared to virgin N6,6 production CORDURA® re/cor™ RN66 produces 83% fewer GHG emissions, consumes 82% less energy and uses 57% less water.

The CORDURA® re/cor™ RN66 refers to recycled Nylon 6,6. That 6,6 rating means it's a high tenacity nylon and that it is ultra-durable. CORDURA® re/cor™ RN66 has passed the brutal barrage of tests that make a woven nylon CORDURA® brand certified.

SUSTAINABILITY

Our consumers demand that we own a proven sustainable position. We design our products to be durable, practical, and long-lasting. We were patient in our move to adopt a recycled primary textile. This is because much of what we had seen in the space did not meet our standards for sustaining textile quality. CORDURA® re/cor RN66 is the right combination of recycled nylon fiber in a textile that can sustain its quality for the life of the pack.

re/cor RN66 fabric technology gives us the right combination of weight and strength: lightweight with enough structure to protect and provide good access to the essentials you put in your pack including tech gear such as laptops and tablets. The ATY process provides a non-shiny, matte finish that performs particularly well for our innovative laser cut designs and the combination overall makes for a great fit for our consumers’ urban wardrobe.

SECURITY

SECURE CHECKOUT

Our checkout is SSL enabled and secured with an encrypted connection. SSL encryption is absolutely vital and can be seen in a browser window by the "s" in https and a padlock icon in the address bar. This ensures you are visiting a secure page from a trusted source. 

PRIVACY

PRIVACY POLICY

Black Ember is committed to protecting your privacy. The information we collect is only used to process your order. Emails submitted to join our community will never be shared with any third party for any reason.

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