ORDER/SHIPPING/DELIVERY
Which payment methods are accepted?
We accept the main payment methods:
● Visa
● MasterCard
● PayPal
When will my order be shipped?
Please note that processing your order takes 1-2 working days, regardless of the shipping method selected at checkout.
For example:
If you place an order on Friday morning, your order will not be shipped until Monday, regardless of the shipping method chosen.
*During public holidays and special promotions, it may take up to 4-8 working days for your order to be processed and shipped from our warehouse.
*Please note that international shipments and deliveries to rural areas may also take longer.
We currently do not offer weekend deliveries.
Where do you deliver to?
Due to distances and the large volume of products, we currently only offer free shipping to Germany, Austria, and most European countries. In fact, we ship to almost every country in the world. If you are unsure whether shipping to your country is possible, please contact us to confirm.
What are our return and exchange policies?
Your satisfaction is our priority. If you are not satisfied with your purchase, you can return or exchange the item(s) in their original condition within 30 days of receiving your order.
Can I change my delivery address or the items?
Please inform our customer service team immediately via the contact form . If your order has not yet been shipped, we may be able to amend the details for you.
How can I cancel my order?
If you wish to cancel your order, please inform us – and contact our customer service – within 24 hours. Otherwise, the order may already have been processed and shipped.
Will I be charged additional customs duties or import taxes?
Please note that if any taxes and/or duties are levied on your package, we will cover these charges so that shipping can proceed. Packages arriving at international destinations require customs clearance, which may cause delays in the originally estimated delivery time.
Shipment marked as delivered
A delivery person may have mistakenly marked a shipment as delivered, even though you have not yet received your shipment.
If your tracking information shows that your package has been delivered, but you cannot find it, please follow these steps:
● Check the order confirmation email to ensure you have entered the correct delivery address.
● Look for a notification about a delivery attempt.
● Take a look around at the delivery location of your package.
● Check if someone else, for example a neighbor, has accepted your delivery, unless you have health or safety concerns.
● Some packages are delivered by multiple carriers; check your inbox for emails from different delivery companies.
● Please wait 48 hours - in rare cases, the email confirmation for the delivery of your shipment may be sent up to 48 hours before the actual arrival of the package.
If you have completed these steps and still have not received your order, submit a lost shipment claim via email to support@gmtbags.com .
COVID-19
We are taking the COVID-19 situation very seriously and are monitoring how the dynamics of the situation are changing hourly. Our top priority is the health and safety of others, which is why we are doing our part to contain the virus.
Currently, in the midst of the COVID-19 pandemic, all our warehouses are taking the necessary precautions to operate safely and reliably. Our warehouses are operating on a rotating schedule to minimize the risk of COVID-19 infection, which may lead to unexpected delays in order processing.
Depending on the situation, there may be delays in shipping orders.
How can I track my orders?
Once your order has been shipped, you will receive an email with a tracking link. Please allow 48 to 72 hours for the tracking information to become available. Tracking links may not update immediately, even if the package has already left our warehouse and is on its way to you.
PRODUCT/WHOLESALE
How long is the warranty period?
We offer a 4-year warranty against manufacturing defects, covering both production and design flaws. Corrosion and wear and tear due to material fatigue after extended use are not covered by this warranty. Damage resulting from wear and tear, misuse, or neglect is also not covered by this warranty but can be repaired for an appropriate fee.
How can I clean my GMT backpack?
For your GMT backpack, you should use a natural soap without chemical additives. We advise against washing the backpack in a washing machine or drying it in a dryer.
How do I wear a backpack correctly?
We are convinced that our backpacks help make our children's lives easier. However, it is also important to know how a child should wear a backpack correctly to avoid shoulder and back pain:
● Always wear both shoulder straps.
● Adjust the length of the straps so that they are perfectly suited to the child's height.
● The backpack fits perfectly when it is positioned between the shoulder blades and hips.
● Get your child used to putting down their backpack while standing.
● Teach your child to bend their knees when lifting their backpack to protect their back.
Are the products waterproof?
Yes! Our products are waterproof to IPX4/5, meaning they are durable enough to withstand drizzle and light splashes. We also offer a rain cover for every backpack, reliably protecting it from moisture on rainy days.
I am a retailer; how can I contact you if I would like to sell your products?
We're happy to work with anyone who wants to sell our backpack! Email us at hello@gmtbags.com for more information.
You haven't found a satisfactory answer?