Help Center
Frequently Asked Questions
Everything customers ask most about shipping, returns, warranty and orders. If your question isn't here, our team is a phone call away.
How long does shipping take within the United States?
Standard shipping arrives in 2–5 business days and is free on every order. Expedited service delivers in 2 business days for $12.95, and overnight delivery is $24.95 when ordered before 2:00 PM ET. Orders placed before 2:00 PM ET on a business day are inspected, oiled and shipped the same day.
Do you ship internationally?
Yes. We ship to Canada, the United Kingdom, the EU, Australia, New Zealand, Japan and the UAE. International delivery takes 7–14 business days and is calculated at checkout. Import duties and taxes are the responsibility of the recipient and are not included in our shipping rates.
How do I track my order?
You'll receive a tracking number by email within a few hours of your order shipping. You can also enter your order number and email address on our Track Your Order page at any time for live carrier status.
What is your return policy?
Return any unused piece in its original packaging within 30 days for a full refund. U.S. returns include a prepaid label at no cost to you. Refunds post to your original payment method 3–5 business days after our studio scans the return.
What kind of leather do you use?
Full-grain and top-grain hide only. Our briefcases and duffles are cut from full-grain cowhide and buffalo, our slings and belt bags from top-grain cowhide, and The Wax uses a hot-waxed cowhide. We never use bonded leather, corrected split or coated PU.
Will the leather change colour over time?
Yes, and that's the point. Vegetable-tanned hides darken with sunlight and skin oils, waxed leather develops a pull-up effect along the creases, and distressed buffalo deepens unevenly. Most customers see a visible shift within three to six months of daily carry.
How do I care for my leather?
Wipe dust off with a dry cloth, let a wet bag dry away from heat, and condition twice a year with a neutral cream — a pea-sized amount per panel, buffed in with a cloth. Never machine wash, never use saddle soap on waxed finishes, and don't store leather in plastic.
Are small marks and colour variation a defect?
No. Natural hide carries growth wrinkles, insect marks, fat wrinkles and slight tonal variation between panels. We reject anything structural, but we don't reject character — no two of our bags are identical.
What size laptop fits?
The Wax backpack takes up to a 17.3-inch laptop, The Heritage briefcase up to 16 inches, and the square slings take tablets up to 11 inches. Exact interior dimensions are listed in the specs table on every product page.
Can I exchange an item for a different colour?
Absolutely. Start an exchange from your account or email us and we'll reserve the replacement immediately so it doesn't sell out while your return is in transit. Exchanges ship free within the U.S.
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay, PayPal and Shop Pay. All transactions are processed over a 256-bit SSL encrypted connection and we never store full card numbers on our servers.
Is checkout secure?
Yes. Our checkout is PCI-DSS compliant and every page of this site is served over HTTPS. Card details are tokenized by our payment processor, meaning your card number never touches Wayfare systems.
What does the 1-year warranty cover?
Stitching, seams, zippers, clasps, D-rings and rivets are covered for a year against manufacturing defects. Email a photo of the issue and we'll repair the piece or replace it at no charge. Normal patina, scratches and airline damage are not defects.
Can I change or cancel my order after placing it?
We can edit or cancel any order that hasn't been packed — usually within two hours of purchase. Email us with your order number as soon as possible and we'll confirm in writing. After shipping, you can use our free returns process instead.
Do you offer gift wrapping or gift receipts?
Yes. Select gift wrapping at checkout for $5.95 and we'll pack your order in recycled kraft with a hand-tied cotton ribbon and a printed care card. Gift orders ship with a packing slip that omits pricing.
Where is your leather sourced?
Our hides come from Leather Working Group certified tanneries, tanned as a by-product of the food industry rather than for leather alone. Every order ships plastic-free in recycled kraft.
Do you restock sold-out pieces?
Most core pieces restock within 3–4 weeks, limited by hide availability. Add your email to the waitlist on the product page and you'll be notified the moment a run lands — waitlist customers get a 12-hour head start.
What if my order arrives damaged?
Email photos of the piece and the outer box within 7 days of delivery. We ship a replacement immediately at no cost and file the carrier claim ourselves — you never have to deal with the shipping company.
Do you offer bulk or corporate orders?
Yes. Orders of 15 units or more qualify for tiered pricing and optional blind-embossed logo personalization on select pieces. Email our team for a quote and a 5–10 business day production timeline.
How do I reach customer support?
Call +1 914 483 5602 Monday–Friday 9 AM–7 PM ET or Saturday 10 AM–4 PM ET, or email contact@wayfaregear.com any time. Email is answered within one business day, and usually much faster.
Is my personal information safe?
We collect only what's needed to fulfill your order and improve the store, we never sell customer data, and you can request deletion of your account at any time. Full details are in our Privacy Policy.
Still need help?
Call +1 914 483 5602 or +1 914 676 8242 Monday–Friday 9 AM–7 PM ET, or email contact@wayfaregear.com any time.