Frequently Asked Questions

ORDER

Which payment methods are accepted?

We accept major credit cards:

  • Visa
  • MasterCard
  • American Express
  • Maestro
  • JCB
What is your cancellation policy?

If you find yourself in the situation where you want to cancel the order, please let us know – contact our customer support – within 24 hours. Otherwise there is a possibility the order gets to be processed and shipped.

What is your return and exchange policy?

We stand behind our products and your happiness is our priority. If you’re not completely satisfied with your purchase, you can return or exchange the item(s) within 30 days from the day you have received your order and in its original condition. Click here for more information.

How do I cancel my order?

Please go to Contact Us and fill out the inquiry form. Our customer support team will help you out as soon as possible.

Can I change my delivery address?

Please tell our customer support team via Contact Us immediately. If your order has not been shipped, we may be able to change the address for you.

SHIPPING / DELIVERY

Where do you ship to?

We ship to almost every country in the world and we offer FREE shipping on orders over $49 in our store.

How long will delivery take?

Please refer to the rates and delivery time for each destination below.Shipping is free for orders over $49.
The estimated delivery timeframe is exclusive of the packing of your order after purchase confirmation.
Upon confirmation of your order, you will receive a tracking number which you can use to track the shipping progress.

Countries Shipping Fee Order over $49 Delivery time (business days)
Australia $6.99 USD FREE 10 to 14
Canada $6.99 USD FREE 14 to 16
Germany $6.99 USD FREE 9 to 11
Hong Kong $6.99 USD FREE 3 to 5
Japan $6.99 USD FREE 5 to 8
Korea $6.99 USD FREE 9 to 11
New Zealand $6.99 USD FREE 9 to 12
Singapore $6.99 USD FREE 6 to 8
Taiwan $6.99 USD FREE 4 to 6
The Netherlands $6.99 USD FREE 10 to 14
United Kingdom $6.99 USD FREE 7 to 12
United States $6.99 USD FREE 8 to 15
Other Western European Countries $6.99 USD FREE 8 to 15
Other Countries $6.99 USD FREE Over 15 days

Taxes & Duties

Please note that if taxes and/or duties are incurred for your parcel, it will be your responsibility to cover these fees for shipping to proceed. Parcels that arrive at their international destinations are subject to customs clearance procedures which may cause a delay in the original estimated delivery timeframe.

Will I be charged additional customs fees or import taxes?

Please note that if taxes and/or duties are incurred for your parcel, it will be your responsibility to cover these fees for shipping to proceed. Parcels that arrive at their international destinations are subject to customs clearance procedures which may cause a delay in the original estimated delivery timeframe.

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 link to show any information. The tracking links may not update immediately but the package is still on its way once it has left the warehouse.

Why is tracking link not working yet?

Please allow up to 3 days for shipping information to show up as tracking information is only updated when the package gets through parcel point hubs. This also means that if the tracker does not update daily the package is still on its way to you.

If the package is not received within 30 Business days, please contact us.

PRODUCT

Do you have a store where I can see and touch the products?

Unfortunately, we do not have physical shops yet, we are an online shop only.

What is the warranty period?

We have a warranty of one year on production malfunctions. This covers production and design flaws. Corrosion and deterioration caused by material fatigue after extended use is not covered by the warranty. Damage due to wear and tear, misuse or neglect, while not covered under this warranty, may be repairable for a reasonable fee.

Is the powerbank included with the backpacks?

The powerbank is not included with the backpacks. There is a simple connection inside the backpack that make sure that you can easily connect all powerbanks that are on the market (by USB plug). This way the powerbank will never be outdated and you can keep using new models to charge your devices.

How to clean my Nordace backpack?

Our backpacks are crafted from durable materials that make them long-lasting, but they may require extra attention and careful cleaning from time to time. To clean your smart backpack, detergent-free soap should be used. We do not recommend washing your backpack in a washing machine or using a dryer to dry it.

For more cleaning tips and tricks, please visit EASY GUIDE TO SAFELY CLEAN YOUR BACKPACK.

How to wear backpack properly?

We believe our backpacks are of great value and will bring convenience to your life, but it’s also important to know how you should carry a backpack properly to prevent shoulder and back pain:

  • Always wear both shoulder straps. 
  • Adjust the length of the strap to fit your body perfectly.
  • Wear the backpack below the shoulders and above the hips. 
  • Take off the backpack when standing still.
  • Lift the backpack by bending your knees, not your back.
What is the carry-on size for most of the airlines?

The most commonly allowed airline carry-on size is 22 x 35 x 56 CM (22” x 14” x 9”).

Are your products waterproof?

Our products are not waterproof, but they are water-resistant, which means they are durable enough to withstand drizzles and small splashes.

WHOLESALE / DISTRIBUTION

I am a distributor, how can I get in touch if I want to sell your product?

We are more than happy to work with anyone who would like to sell our backpack! You can contact us with this form.