Shipping Policy for Spraygrounder

At Spraygrounder, we aim to make your shopping experience for backpacks and suitcases as convenient as possible—including offering free standard shipping on all orders worldwide, with no minimum purchase required. This Shipping Policy outlines the details of our global shipping services, including delivery timelines, packaging standards, order tracking, and support for international shipments. By placing an order with us, you agree to the terms outlined below.

  1. Global Free Shipping Coverage

We provide free standard delivery for every order of backpacks, suitcases, or combination purchases to all destinations worldwide—there is no minimum order value required, and this benefit applies regardless of your location (e.g., North America, Europe, Asia, Australia, South America, Africa). Whether you’re ordering a backpack for daily use or a suitcase for travel, you will not be charged any shipping fees for delivery, regardless of how far the package needs to travel.

For extremely remote locations with limited courier access (e.g., small islands, remote rural areas with no regular delivery routes), we will proactively contact you within 1 business day of order placement to confirm delivery feasibility. In rare cases where specialized shipping (e.g., air freight to inaccessible regions) is required, we will cover all additional costs to ensure your order arrives—you will never be asked to pay extra for global shipping.

  1. Order Processing Time

Before your backpack or suitcase ships, we need time to process and prepare your order to ensure quality and accuracy. Our standard order processing time is 1-2 business days (Monday to Friday, excluding weekends and major holidays). This includes verifying your order details, inspecting the product for defects (e.g., broken suitcase zippers, scratched backpack surfaces), and packing items securely.

During peak seasons (e.g., Black Friday, holiday shopping periods, back-to-school sales) or for customized/personalized backpacks/suitcases (e.g., monogrammed designs, custom colorways), processing time may extend to 3-4 business days. We will clearly note any extended processing times on the product page and during checkout, so you can plan accordingly.

  1. Global Delivery Timelines

Once your order is processed and shipped, delivery timelines vary by destination (all timelines are estimates from the date of shipment, provided by our global courier partners):

  • North America (Contiguous U.S., Canada): 3-5 business days
  • Mainland Europe: 4-7 business days
  • Asia (Major Cities: e.g., Tokyo, Seoul, Shanghai): 5-8 business days
  • Australia & New Zealand: 6-9 business days
  • South America (Major Cities: e.g., São Paulo, Buenos Aires): 7-10 business days
  • Africa (Major Cities: e.g., Johannesburg, Lagos): 8-12 business days
  • Remote Regions (e.g., Small Islands, Rural Areas): 10-15 business days

Please note: Delivery timelines may be delayed by unforeseen circumstances, including extreme weather (e.g., hurricanes, blizzards), customs clearance delays (for cross-border shipments), or global courier disruptions (e.g., labor shortages). If a delay is expected to exceed 3 business days, we will send you an email update with a revised delivery estimate and support contact information.

  1. Order Tracking (Global)

To help you stay informed about your backpack or suitcase’s delivery status, we provide a global tracking number for every shipped order. Once your order is dispatched, we will send an email to the address you provided during checkout, containing:

  • Your unique tracking number
  • A direct link to our courier partner’s global tracking portal (we work with DHL, FedEx, UPS, and local postal services for regional coverage)
  • Estimated delivery date

You can use the tracking number to check real-time updates, including:

  • Package location (e.g., “In Transit – Frankfurt Hub,” “Customs Clearance – Tokyo”)
  • Delivery status (e.g., “Out for Delivery,” “Delivered,” “Awaiting Recipient Signature”)
  • Any delays or exceptions (e.g., “Package Held at Customs – Additional Documentation Needed”)

If you do not receive a tracking email within 24 hours of your order being processed, please check your spam folder first. If it’s still missing, contact our customer service at [email protected] with your order number—we will resend the tracking details immediately.

  1. Packaging Standards for Global Transit

We understand that backpacks and suitcases need extra protection during long-distance global transit to arrive in perfect condition. All our products are packed using industry-leading, durable materials:

  • Backpacks: Wrapped in shock-absorbent bubble wrap, then placed in a reinforced corrugated box with extra padding around straps and zippers to prevent tearing.
  • Suitcases: Covered in a scratch-resistant plastic sleeve, then packed in a double-walled box with foam inserts around wheels, handles, and corners (vulnerable parts prone to transit damage).

If your backpack or suitcase arrives with shipping-related damage (e.g., a cracked suitcase shell, torn backpack fabric, broken zipper from rough handling), please:

  1. Take photos of the damaged packaging and the product (include close-ups of the damage).
  2. Contact us within 48 hours of delivery at [email protected] with your order number and photos.
  3. We will arrange for a free replacement shipment (shipped globally at no cost to you) or issue a full refund—no additional steps or fees required.
  4. International Customs & Duties

For global shipments crossing international borders, your order may be subject to customs duties, taxes, or import fees imposed by the destination country. These charges are determined by the local customs authority and are the sole responsibility of the recipient (they are not included in your order total or covered by our free shipping policy).

To help you prepare:

  • We recommend checking with your local customs office before placing an order to understand potential duties or taxes (you can provide them with the product category: “backpacks” or “suitcases” and order value).
  • All international shipments include a commercial invoice (attached to the package) with accurate product details and value to ensure smooth customs clearance.
  • Customs processing times vary by country (e.g., 1-3 days for most European countries, 3-7 days for some Asian countries) and may add to the overall delivery timeline—this is beyond our control, but we will provide customs contact information if you need to follow up.

Spraygrounder is not liable for any unexpected customs charges, and we cannot modify invoice values to avoid duties (this is illegal under international trade laws).

  1. Missing or Lost Global Packages

If your tracking information shows your package as “delivered” but you have not received your backpack or suitcase:

  1. Check with household members, neighbors, or building management (e.g., front desk, mailroom, or community parcel lockers)—couriers often leave packages in secure locations to prevent theft.
  2. For international deliveries, confirm if the package was held at a local postal office (some countries require in-person pickup if no one is available to sign).

If you still cannot locate the package within 48 hours of the “delivered” status:

  • Contact our customer service at [email protected] with your order number, tracking number, and delivery address.
  • We will initiate a global investigation with our courier partner (this typically takes 3-5 business days for most regions).
  • If the package is confirmed lost, we will:
  • Arrange a free replacement shipment (shipped via expedited global delivery to minimize wait time), or
  • Issue a full refund (processed within 3-5 business days to your original payment method).
  1. Shipping Address Changes (Global)

To ensure your backpack or suitcase is delivered to the correct global address, please double-check all details (including country, postal code, and local address format) during checkout. If you need to change your shipping address:

  • You must contact our customer service at [email protected] within 24 hours of order placement and before the order is processed (we cannot modify addresses once the package has been shipped or is in transit).
  • For international address changes, please provide the address in the local language (if required by the destination country) to avoid delivery errors.

If we receive your address change request in time, we will update your order details at no cost. If the package has already shipped, it will be delivered to the original address—you may need to coordinate with the local courier for redelivery (additional fees may apply, which are the recipient’s responsibility).

  1. Contact Us for Global Shipping Support

If you have any questions about our global free shipping policy, need help tracking an international order, or have concerns about delivery (e.g., customs delays, damaged products), please contact our dedicated global shipping team at [email protected]. We provide support in English, Spanish, French, and Mandarin, and we will respond to your inquiry within 1-2 business days (even for time zone differences).

Thank you for choosing Spraygrounder—we appreciate your trust in our backpacks, suitcases, and global shipping services, and we’re committed to ensuring your order reaches you safely, wherever you are in the world.