Find answers to your questions.
If you need further assistance, our customer support team is here to help.
We begin preparing orders shortly after payment is confirmed.
If you need to cancel or modify your order, please contact us as soon as possible at support@hartleybags.com with your order number.
Once an order has been processed or shipped, changes or cancellations may no longer be possible. However, we will always do our best to assist when possible.
Your order number is included in your order confirmation email.
If you can’t find it, contact us at support@hartleybags.com with the name and email used at checkout, and we’ll locate it for you.
Order confirmation emails are sent automatically after checkout.
If you don’t see it, please check your spam or junk folder.
If you still haven’t received it within 48 hours, contact us at support@hartleybags.com with the name and email used at checkout.
Contact us immediately at support@hartleybags.com.
If your order hasn’t shipped yet, we may be able to update the address.
If the package ships to an incorrect or incomplete address provided at checkout, we cannot guarantee recovery or replacement. Please double-check your address before placing your order.
We currently ship to addresses within the United States.
Here’s our typical timeline (business days):
• Order preparation: 2–3 business days
• Shipping & transit: 7–9 business days
Delivery time: 9–12 business days from the order date.
Please note that delivery times are estimates and may vary due to carrier operations, peak periods, weather conditions, or other external factors beyond our control.
Yes. Once your order is dispatched, you’ll receive a shipping confirmation email with tracking details.
Tracking information may take up to 48 hours to update.
If your package is marked as delivered but you have not received it, please follow these steps:
• Check around your delivery location, with neighbors, or with your building management
• Contact the carrier directly using your tracking number
If the issue persists after contacting the carrier, please reach out to our support team at support@hartleybags.com with your order number and tracking details. We will do our best to assist you in resolving the situation.
Once a package is marked as delivered by the carrier, responsibility is typically transferred to the customer. However, we remain available to help guide you through the next steps where possible.
We accept returns within 30 days of delivery.
Email support@hartleybags.com with your order number.
Return instructions will be provided after approval.
Yes, we do offer exchanges.
If you would like to exchange an item, please contact support@hartleybags.com with your order number and the item you would like to exchange it for.
All exchange requests are subject to product availability and eligibility conditions.
If an exchange is not possible, we may offer an alternative solution, such as a return and refund.
To be eligible for a return, items must be:
Returns that do not meet these conditions may be refused.
Once your return is received and approved, refunds are issued to the original payment method within 6 business days after inspection.
Yes. All our products are eligible for a 90-day limited warranty covering manufacturing defects under normal use.
Covered defects may include:
The warranty does not cover:
Email support@hartleybags.com with:
If verified, we will offer an appropriate solution (repair, replacement, or refund), depending on availability and the situation.
Yes. Contact support@hartleybags.com with your intended use (work, commute, travel), size preferences, and laptop size if applicable, and we’ll recommend the best option.
Email: support@hartleybags.com
We respond within 24–48 business hours, Monday through Friday, excluding public holidays.
You can review all of our policies at any time in the footer of our website, including:
• Privacy Policy
• Terms of Service
• Shipping Policy
• Returns & Refund Policy
• 90-Day Limited Warranty
• Accessibility Statement
We are committed to maintaining transparency and providing clear information at every step of your experience.
We accept secure payments through trusted providers, including PayPal and major credit or debit cards.
Yes. All payments are processed securely through PCI-compliant payment providers, such as Stripe and PayPal.
Hartley does not store or have access to full payment card details at any time.
Payment declines can occur for various reasons, such as bank security checks, insufficient funds, or billing information mismatches.
You may try:
For assistance, contact support@hartleybags.com.
Your payment is captured at checkout once the order is placed and confirmed.
