Frequently Asked Questions

HOW TO REACH US

The absolute best way to reach us 24x7 is by email to hello@rickshawbags.com.

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 seem 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 customerservice@rickshawbags.com.

RETURNS & REFUNDS

Most of our products are available in a variety of 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. If the return is due to our error, we will provide a prepaid return label and the original shipping charge will be refunded; otherwise, shipping charges will be deducted from your refund. To return a non-custom product, please first send an email to us at returns@rickshawbags.com to alert us before returning the product.

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 customerservice@rickshawbags.com. 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 are delighted to ship our products anywhere in the world! If USPS or FEDEX deliver there, so do we. 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. If you have any specific questions please email us customerservice@rickshawbags.com.

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 customerservice@rickshawbags.com.

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 sales@rickshawbags.com.

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. 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 in 100% recycled polyester, with a high-tech, eco-friendly, stain-resistant coating. 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. To find out more about our Performance Tweed fabric, check out our behind the scenes video.

 

Waterproof X-Pac™ is a special high-performance sailcloth for ocean-going racing boats manufactured by Dimension-Polyant in Connecticut. This high-tech laminate 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.

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 fade, wrinkle or shrink.

Transparent 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.

Cordura®: Spa Blue, Snow, Sunshine, Florescent Orange, Florescent Green, Florescent Pink, T-Coral, Light Peach, Lazer Yellow.

X-Pac™: Yellow, Lazer Yellow, Storm Orange.

Non-lightfast colors: These extra-bright colors are not lightfast, and will fade over time from exposure to sunlight.

Cordura®: Spa Blue, Peacock, Florescent Orange, Pink Sorbet, Florescent Green, Florescent Pink, T-Coral, Light Peach, Turquoise, Gossamer Green, Laser Yellow.

X-Pac™: Lazer Yellow, Storm Orange.

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.