Return and Exchanges
Return/Exchange Policy (US Orders)
If for any reason you are not satisfied with your purchase, you can return it for a refund or exchange within 30 days of your order date. Please note that the purchaser will bear the cost of return shipping in addition to a $5 restocking fee applied to all returned orders (the $5 restocking fee is waived for exchanges).
All returned and exchanged items must be in brand-new “sellable” condition. This means it should be completely unused and devoid of any stains, scuffs or scratches on the hardware, with the hardware still wrapped in plastic and messenger strap included. When packing the return, the bag must not be crushed or folded into a smaller box, which will ruin the bag, resulting in a rejected return.
Should you use HAPP’s provided shipping label, the return shipping fee will automatically be deducted from your total refund amount (calculated based on weight and location). You may also choose to purchase your own shipping label, in which case you will not be charged a return shipping fee. We advise using a trackable method, as HAPP is not responsible for items lost in transit.
***Due to Covid-19, our return and exchange processing time has increased as we have made updates to our returns process for the sake of protecting the health and safety of our employees.*** Once a shipment arrives at our facility, please allow up to 15 business days for processing after your return arrives at our facility. Refunds, minus restocking fee (if applicable), will be returned to the original payment method. It can take up to 10 business days from when your refund is processed for your account to reflect a returned payment.
Returning or Exchanging a Defective Item
If you believe an item you have received is defective or was damaged in transit, before initiating a return, please send a photo and a brief explanation of the issue to firstname.lastname@example.org. We will reply to you with any further questions and instructions for next steps.
If you identify an issue with any item you have purchased, please do not dispose of it or it will not be eligible for return or exchange. Items that are defective or were damaged in transit must be returned to qualify for return or exchange.
Do not return an item that is defective or was damaged in transit without first emailing email@example.com or it will be subject to our standard return requirements and fees.
Making a Return or Exchange
We use an automated system for returns and exchanges and are unable to override the 30-day policy. If you cannot generate a return label for your order, that means it is past 30 days, and you will not be able to return or exchange your order.
To begin a return, click the button below. PLEASE NOTE that your refund estimate will not include the $5 restocking fee.
Please note: memory foam changing pads are final sale for sanitation reasons.
Please note: if you are returning a promo set for a refund, ALL items included in the promo must be returned in order to receive a full refund. Otherwise, the retail value for the promo items will be deducted from your refund amount.
Please note: If you opt for an exchange, you will receive an e-gift card for the value of your exchange (less return shipping fees) that you can then spend on the item(s) you wish to exchange for.
***Due to Covid-19, our return and exchange processing time has increased as we have made updates to our returns process for the sake of protecting the health and safety of our employees. Please allow up to 15 business days for processing after your return arrives at our facility. We thank you for your understanding.***
For gift returns or exchanges, your bag must be new, unused, and in its original condition and packaging. If you would like to request a gift return or exchange, please email us at firstname.lastname@example.org with your gift giver's name and order number and we will get back to you.
All international orders are FINAL SALE and cannot be returned or exchanged.