Question 1

How do I care for my backpack?

Accepted Answer

If your leather bag is at your side everyday, you'll likely find at least a small stain at some point.  It's important to know how to remove stains from a leather bag.  The type of stain will determine the best cleaning method, so we've rounded up some tips for the most common culprits.  Always remember to first test any method on a small, inconspicuous area of the bag.
 
Water Stains

If you spill water on your bag and its left to to dry without treatment, the outline of the spill will show up and mark the leather with a stain.  Prevention is the best way to deal with a water stain on leather.  Dab the water from the leather as soon as possible, and ideally before it dries on its own.  Do not use a hairdryer or put it in the sun to speed up drying.  After dabbing away any excess water (or if the water has already dried), gently wipe the surface with a soft, dry cloth to remove any dust. 
 
Apply a leather conditioner.  With a soft cloth, massage the conditioner into the leather using small circular motions, aiming for an even application over the entire surface of tghe leather.  Leather conditioner is like moisturizer for your leather bag. Without it, the leather will dry out over time.  Leave the leather bag to dry for several hours or overnight.  The conditioner will penetrate the leather through the pores left open from the evaporating water and will replenish the striped oils.
 
Grease and Oil Stains
 
Oil and grease can settle into the leather permanently and can be very difficult to remove.  Wipe the oil or grease off the surface of your leather bag with clean, dry cloth.  If a stain still remains, sprinkle a cornstarch or baking soda onto the spot and let it sit overnight.  In the morning, gently brush off the corn starch or baking soda using a soft-bristled brush.
 
Ink Stains
 
As with all types of stains, address ink stains on your leather bag as soon as possible.  Mix one part rubbing alcohol with one part lukewarn water.  Dip a cotton swab into the rubbing alcohol/water mixture and rub it ober the ink stain using a circular motion.  Allow the leather to dry naturally, and then apply the leather conditioner as descrived above.  The leather conditioner will counteract any drying caused by the rubbing alcohol.

Question 2

How should I store my leather backpacks?

Accepted Answer

When not in use, please be sure to store your backpack in a cool, dry area.  In the event that your bag gets wet, please be sure to air dry before further use or storage.

Question 3

How can I check the status of my order?

Accepted Answer

You may check the status of your most recent orders by clicking on "Track Orders" under My Account.  You will be prompted to enter in your order number and either your zip code and/or email address. 
You are required to enter an e-mail address during Checkout, so that you may receive emails regarding the status of your order.  This will bring your to the Order History page, which will provide you with detailed information about your current and past orders.  Click on the tracking number located next to the item you want to track in order to view your order status and expected delivery date.
If order "is en-route," you may opt to receive updates via SMS or email.
If order "is processing," you may view an expected delivery date. 
You may also sign into your account and click on "View your order status."  A link is also located in your confirmation email. 
Please note: order information may not appear in your order history on www.metrosak.com for up to 24 hours.

Question 4

Can I make changes to my order?

Accepted Answer

We get it, mistakes happen!  To make these changes, you will need to cancel your order and place a new one.  To cancel your order, go to Order Lookup.
 
Refunds for cancelled orders will be issued to the payment method used within 24 hours. Please allow 3-5 business days for refunds to post to your payment account. 
 
Need more help? Email us at info@metrosak.com.

Question 5

How do I return my order?

Accepted Answer

We want you to be happy with you purchase.  If you are not completely satisfied with your order, please return the item within 14 days of its delivery, unused, undamaged, and include all original packaging and tags it came with.  We will issue full refund of the purchase price, minus the shipping and other charges where applicable.
Pre-Paid Return Label 
We provide a USPS pre-paid return label with every order.  Simply pop the label on the front of the box and drop off at your local USPS location within 14 days for a full refund.  Please send an email to info@metrosak.com to initiate a return.
Credit Card Refund
Metrosak will immediately reverse your original card payment on receipt of your return!  Refunds for cancelled orders will be issued to the payment method used within 24 hours. Please allow 3-5 business days for refunds to post to your payment account.

Question 6

What if I am shipped the wrong product, color, or size? "

Accepted Answer

If we shipped you the wrong product, please email info@metrosak.com immediately and provide your order number. If you do not know your order number, please visit our Order Tracking page to find the number in your Order History. Please be prepared with a detailed description of the difference between the product you ordered and the product you received.

Question 7

What is your warranty policy?

Accepted Answer

Metrosak backpacks are handcrafted from the finest materials to ensure satisfaction.
Please note that the variations in color and texture are the prized characteristics of beautifully tanned leather. Over time, the leather will acquire a patina and may also darken due to the oils from your skin and other elements, which would enhance the natural look of your handbag.
Subject to applicable conditions and exclusions, Metrosak backpacks are protected from the original date of purchase by a three-month limited warranty (proof of purchase required).
If the handbag proves to be defective in material or workmanship under normal use anytime within the first three months, we will repair or replace the item free of charge with a same or comparable product.
If replaced, defective handbags will not be returned to the customer.
Note: The customer is responsible for any costs associated with shipping the defective product to us for repair or replacement. If the handbag is deemed not to have a manufacturing defect, or was not maintained according to the care and maintenance instructions provided with the bag, then the customer will be responsible for the cost associated with the return shipping.
IMPORTANT: Please send an email to info@ metrosak.com before sending the item for repair or replacement.

Question 8

How do I submit feedback for my Metrosak products and/or experience?

Accepted Answer

You may submit your feedback to info@metrosak.com and your information will be forwarded to the appropriate department.

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