The absolute best way to reach us 24x7 is by email to [email protected].
Mailing address and physical location: 904 22nd St, San Francisco, CA 94107
Telephone: We have one, but we don't use it.
Fax: Nope.
FACTORY STORE
Our Factory Store is presently closed (don't worry, our factory is as busy as ever). All of our products are made to order, but we have samples in our front office if you would like to drop by and see them in-person. Our visiting hours are M-F 10am-4pm.
FACTORY TOURS
For insurance reasons, we do not offer factory tours.
REPAIRS
Some things can be easily repaired, others cannot. If a buckle is lost or broken, we can probably just send you a replacement (you can order spare parts on our website). Sometimes a blown seam can be re-sewn. Holes from abrasion or punctures by sharp objects are generally not within our repair capacity. If there is a defect in the materials or workmanship we will repair or replace the bag at our discretion. Damages not covered are those resulting from abuse, normal wear and tear, and cosmetic damage such as color fade, scratches and stains. All repairs must be pre-arranged with our customer service department. Just send an email, with a few photos of the desired repair, to [email protected].
RETURNS, EXCHANGES & REFUNDS
All of our products are made from scratch and made to order in our own sewing shop in San Francisco. Many of our products are available in one or more non-custom "standard" colors, which are returnable for refund or exchange within 30-days of purchase, as long as the returned items are in perfectly fresh and unused condition. Returns, exchanges and refunds are available only to the original purchaser, and refunds are made only via the original payment method. Please apply this simple test when considering a return: If you were to receive the item as a new purchase, would you be happy with it. If the return is due to our error, we will provide a prepaid return label and the original shipping charge will be refunded; otherwise, original shipping charges will be deducted from the refund. To return a non-custom product, please first send an email to us at [email protected] to alert us before returning the product. Please note, returns must be in pristine condition. Used products will not be refunded.
Customized products cannot be returned or exchanged, for the simple reason that we cannot resell them in your unique combination of colors and fabrication options. All sales are final on customized products.
COMMENTS, SUGGESTIONS, KUDOS & COMPLAINTS
We love what we do, and we love to hear from our customers and prospective customers. We welcome comments, suggestions, kudos and complaints — please let us know by sending an email to [email protected]. We especially enjoy receiving kudos and rave reviews from our customers, so don’t hold back on those, but we also need to know if something is not to your liking. We welcome constructive criticism, and we will honor your correspondence with a prompt and courteous response. If we make a mistake, we will do our best to correct it. If we have frustrated you, please remember, we are sensitive, friendly, reasonable humans with nothing but good intentions — let's just figure it out together. Please let us know if you spot any spelling or grammar errors on our web site — we hate those!
PRODUCT SUGGESTIONS
We welcome suggestions for product improvements — no matter how small. Really! The collective experience of people using our products everyday provides all kinds of insights for making our products better, and adapting to ever-changing technologies and lifestyles. Product design involves many cost-benefit trade-offs, and sometimes we omit features that appeal to only a few people, or are too costly. On the other hand, we often design specialized accessories for niche opportunities — so you never know. If you have an idea, please send us an email, and we'll respond promptly.
NEW PRODUCT IDEAS
We sometimes receive inquiries from product designers and inventors who want us to consider their ideas for sale or royalties. We respect entrepreneurial initiative and creative spirit, and sometimes a truly great idea comes along that’s appropriate for our product line and our market. If you have an idea you want us to consider, please be advised that we do not sign confidentiality agreements before reviewing such proposals. That’s because we’ve been in this business for a long time, and have seen many ideas come and go. Quite often, seemingly unique ideas have been tried before, unbeknownst to people new to this industry. We also have an active product development effort of our own, and sometimes that great idea is something we’re already working on. That being said, rest assured, we do not steal ideas. If you want us to consider your idea, and are willing to describe it in sufficient detail that we may evaluate it, or already have a patent pending, please contact us via email in advance. If it's not right for us, we might be able to recommend another company for you to try.
INTERNATIONAL SHIPPING
We ship worldwide — if USPS or FEDEX deliver there, so do we. Shipping options and prices depend upon your destination address and the weight of your order, and are calculated in our shopping cart during checkout. You will see the shipping fee before you pay, so you don't need to complete the order to know the total cost. USPS International is generally the most economical, and should be about $13.50 for orders weighing less than 14 ounces (0.4 kg) — perfect for many of our small goods, like zipper pouches, wallets and pen cases. Please note that Rickshaw Bagworks is NOT responsible for any international tariffs or additional customs duties imposed by the destination country. On occasion, some countries charge an additional customs tax based on the declared value of the item being shipped; this is outside of our control. Please note, we are required by law to declare the actual purchase price of your order. If you have any specific questions please email us [email protected].
WARRANTY
We have a simple policy: No reasonable request denied. If we made it wrong, we'll make it right. If there is a defect in the materials or workmanship we will repair or replace the bag at our discretion. Damages not covered are those resulting from abuse, normal wear and tear, and cosmetic damage such as color fading, scratches and stains. Let's be reasonable — nothing lasts forever. We use high quality materials and components, and if you're nice to your bag, it should last for years. If you drag it behind your motorcycle or drop it off a cliff, it won't last long. That said, if you’re not happy with us, we’re not happy. So, if you’re unhappy with your Rickshaw product, and believe it has failed to provide the value you expected, please contact us and we'll see what we can do. If we don't make your product any longer, we may offer you a discount on something new. The best way to reach us is by email at [email protected].
WHOLESALE & RETAIL SALES OPPORTUNITIES
We welcome inquiries from independent specialty retailers. If you're interested in becoming one of our select retailers, please contact us directly at [email protected].
MADE IN SAN FRANCISCO
We operate our own manufacturing facility at our San Francisco headquarters. We make all of our products from scratch right here in SF.
PASSION. CRAFT. QUALITY.
Tucked away in your Rickshaw bag you’ll find a tag with our special heart symbol, the Rickshaw “PCQ Tattoo”. This little graphic gem represents three things that are near and dear to all of us here at Rickshaw — Passion, Craft and Quality. The heart represents our PASSION for bags, bikes and our home city of San Francisco. The silver needle and gold thread represent our love for the age-old CRAFT of making bags by hand. The five stars represent our dedication to the highest standards of QUALITY. The five stars also honor the constellation of our stakeholders — Customers, Employees, Business Partners, Investors and Community — and our commitment to treat each with respect and compassion. The Rickshaw PCQ Tattoo is just a little reminder of some of the important intangible qualities that accompany our physical products.
FABRICS
We offer a variety of high-performance fabrics, described below, and catalogued in our Swatch Book PDF.
Cordura® brand nylon is the classic “backpack” fabric, used for durable packs and messenger bags since the 1960's. This is our most durable fabric. Our 1000D Cordura® fabric is woven in the United States, and is available in a wide array of solid colors.
Rickshaw Performance Tweed™ is inspired by the famous woolen textiles of Scotland and Ireland. Historically favored by British royalty, sportsmen and a famous Scotland Yard detective, we’ve refashioned it for modern mobility and durability in 100% recycled polyester, with a high-tech, eco-friendly, stain-resistant coating. We offer this collection in two classic patterns: Houndstooth and Herringbone. Rickshaw Performance Tweed™ is woven exclusively for us in the USA. Keep in mind this fabric is jacquard woven, therefore you may notice slight (and very tiny) imperfections to the fabric.
X-Pac™ is a high-performance laminated sailcloth manufactured by Dimension-Polyant in Connecticut. X-Pac is a popular fabric for outdoor gear because it is lightweight and waterproof, and has a unique appearance. This high-tech laminate is made from two layers of nylon. The fabric is lightweight, abrasion resistant and waterproof. A special internal layer of tensile strands gives the fabric a distinctive diamond pattern. This fabric will feel a little stiff at first (much like a rain jacket), but will soften over time.
EPX™ is a high-performance laminated sailcloth manufactured by Challenge Sailcloth company, based in Connecticut. EPX is fabricated with 100-percent recycled polyester yarn, derived from discarded beverage bottles. EXP is comprised of two layers of fabric — 200D front, and 70D ripstop back — with tensile strands between the two layers, giving it a distinctive square pattern (visibility of the squares varies with color). A heat-cured adhesive holds the fabric layers together and provides a moisture barrier. This high-tech laminate is lightweight, abrasion resistant and waterproof. A special internal layer of tensile strands gives the fabric a distinctive square pattern. This fabric will feel a little stiff at first (much like a rain jacket), but will soften over time.
Digiprint™ Canvas is our own special polyester material which we print in-house using a process called dye-sublimation. The fabric is made to our specifications in North Carolina. The printed fabric is colorfast and machine washable, and won't shrink, wrinkle or fade from washing.
420 Packcloth is a medium-weight fabric, made from nylon or polyester, which we use as lining for many of our bags and accessory cases. This fabric has a smooth, wipe-clean surface.
Royal Plush™ is a super-soft polyester fabric traditionally used for plush toys, which we use as lining for our laptop sleeves and pen cases.
Transparent (light) colors: These fabrics are slightly transparent due to their hue or shade, therefore you may be able to see through to the other side; stitch lines, waterproof liners, or other construction elements.
Our bags, like most bags, are not "waterproof", as we don't weld the seams, and water can seep through stitched seams. We offer EPX and xPac sailcloth material, which is waterproof, and selecting EPX or xPac on the outside or inside provides a moisture barrier that will protect your precious payload from light rain. On many of our bags, we also offer an optional third layer of waterproof material which we sandwich between the outer and inner fabric layers. On bags with zippers, optional YKK® Aquaguard® zippers also provide additional weather resistance. If you need a truly waterproof bag, we recommend Ortlieb.
A FEW WORDS ABOUT ZIPPERS
Zippers can be installed with the zipper coil exposed to the outside (this is the "standard" orientation), or with the smooth fabric "tape" facing out (this is called "reverse" orientation). In the reverse orientation the coil is concealed and just a small gap is visible where the two sides of the zipper meet. The primary benefit of the reverse orientation is the smooth, clean appearance. The reverse orientation also offers added protection from sand and dirt getting into the coil — so, the reasoning goes, adding the polyurethane film to the tape further enhances water repellency. The reverse orientation is most effective on straight, flat openings, since the gap tends to flare around corners, and can interfere with the smooth operation of the zipper.
YKK's AquaGuard® series adds a polyurethane laminated film to the woven zipper tape on the "reverse" side of the zipper, which is promoted as enhancing water resistance. The lamination film is applied by heat to a standard zipper, so both styles are identical except for the lamination. Please note, AquaGuard® zippers are "water resistant", not waterproof/watertight.
Considerations: You should be aware of two characteristics of AquaGuard® zippers. First, the polyurethane coating adds resistance to the sliding of the zipper, sometimes requiring two-hands to open and close the zipper. This is an especially important consideration for bicycle handlebar bags, where one-hand operation is essential. Second, the polyurethane coating is a thermal laminate, applied to the surface of the fabric zipper tape, and is prone to delaminating (peeling) over time. The delamination does not interfere with the mechanical operation of the zipper, but it negates the water repellency feature and looks tacky. That said, YKK zippers are considered the best in the industry, and YKK brand AquaGuard® zippers should last for many years under normal use. Finally, just to be clear, AquaGuard® zippers are "water resistant", not waterproof/watertight.
Bottom line: We prefer regular reverse zippers for their clean appearance, smooth operation and longevity. We appreciate the appeal of AquaGuard® zippers for their "technical" appearance and water repellency, and are happy to offer them as an option. The choice is yours.
HOW TO USE THE CROSS STRAP
The Zero cross-strap has a loop on one end, a hook on the other and a quick-release buckle in the center. You attach the loop end of the cross-strap on one end of the bag's shoulder strap and the J-clip hooks onto the black D-ring on the opposite side of the bag. Adjust accordingly so the bag fits snug against your back. Watch our demonstration video here.
The Commuter cross-strap features two J-Clips on each end and a quick release buckle in the middle. Simply attach the J-clip of the cross strap to the metal D-ring on the bag. Slide the bag over your shoulder and pull the other end of the cross-strap across the body and attach to the opposite D-ring on the side of the bag. Now it should feel secure against your back.
