FAQ
Delivery
Do you offer free delivery? Where?
Yes. We offer free standard delivery and returns within North America, Europe, and Asia.
Upgraded worldwide express delivery is also available at additional cost. Select your desired shipping method at checkout.
When will I receive my order?
Your order will be fulfilled within two business days with delivery times from 2 to 7 business days, depending on the shipping method you select at checkout. You will receive a shipping confirmation email with a link to track your delivery.
What countries do you deliver to?
We currently ship to the following countries:
Australia, Austria, Belgium, Canada, China, Denmark, Egypt, Finland, France, Germany, Iceland, Italy, Japan, Kuwait, Luxembourg, Montenegro, Netherlands, New Zealand, Norway, Qatar, Spain, Singapore, Sweden, Switzerland, Taiwan, Thailand, United Arab Emirates, United States, United Kingdom.
Are duties and taxes included?
Duties and taxes are included for deliveries to the following countries: USA, Canada, United Kingdom, European Union (excluding Norway, Denmark, Sweden, and Finland).
Do you sell in stores?
Not at this time. Our retail partners unfortunately had to close down during the pandemic. We hope to offer an in-store experience in the near future. Currently, WATSON products are exclusively available on our website.
Where can I view my order status?
Your order status page can be found by following the link in your order confirmation email. This email will have been sent when your order was shipped - it should have the subject line "Your shipment from WATSON order #XXXX is on the way 📦".
You are also able to access your order history and account details via your account page: www.watsonpack.com/account
Can I send my Pack to a friend?
Yes. We're more than happy to send your Pack to whichever address you choose at checkout.
Why is the Pack so expensive?
We acknowledge that our automatic Packs are priced higher than traditional bags. This is for a few reasons:
Firstly, the assembly labor and raw materials (glass-filled nylon mechanics, injection molded parts, anodized aluminum hardware) cost significantly more than the typical nylon bag.
Second, as an independent company, our production quantities are relatively small compared to incumbents. This makes the cost per piece higher than if we were producing hundreds of thousands of bags at a time. Such is the nature of making unique products that aren't for everyone.
Finally, we believe in supporting our Pack members through the entire life cycle of our products. This means free shipping, free returns, free repairs, and anything else you might need (if feasible!) We're confident that the value we deliver far exceeds the one-time purchase price. This symbiotic relationship creates a strong feedback loop that allows us to continuously improve our products and keep Pack members coming back. We hope you'll join us.
Returns
How do I return my Pack? Is it Free?
Returns from customers in the US, Canada, and the UK are free of charge.
We understand that buying a backpack without trying it first can be worrying. This is why we provide a free returns. If it's not quite right for you, the Pack can be returned in new, unused condition with the original packaging intact within 14 days of delivery. Email us at watson@watsonpack.com to request a return.
We'll generate a prepaid return label on upon your request. Next, pack all the contents of your WATSON delivery into the postage box, seal, and affix the returns label to the outside of the box. Then just drop this at your nearest drop off point (USPS, Canada Post, Royal Mail).
Please note, Packs received through Golden Tickets are non-refundable.
Read our full returns policy here.
How long do I have to return my Pack?
At WATSON, we operate a 14-day return window.
So long as you let us know of your intention to return within 14 days of receiving your Pack, we'll be sure to honour your return and offer a full refund upon receipt.
Read our full returns policy here.
Do I get a full refund when I return my Pack?
Yes. We will process a full refund for any returned Pack that arrives back with us, so long as the Pack is in new condition with original packaging.
By default, a full refund will be added back to the original form of payment.
Please allow up to 10 days for us to check your return and process the refund.
Note: customized items such as monogram tags are non-refundable. Items returned outside of new, unused condition will be subject to a discretionary $40 restocking fee.
Read our full refund policy here.
Where is my nearest drop off point?
Your nearest returns drop off point can be found using the links below:
USA: See USPS Locations
When will I get my refund?
Once your return arrives back at the WATSON HQ it will be inspected within 3 business days. Provided it is in new, unused condition with original packaging, you will be automatically refunded on your original payment method within 10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve received your return, please contact us at watson@watsonpack.com.
Waiting List
How long do I have to wait?
The ledger will reopen for new members for our fall drop in September.
In the meantime, we suggest you join the waiting list. Gaining a space on the WATSON ledger can depend on various factors - such as availability and number of people on the waiting list.
We randomize invitations, but weigh this in favour of those who have been on the waiting list for longer. If you’re very lucky, you may receive a place within several weeks. More commonly, it can take a few months.
Will I remain on the waiting list if I don't accept my invitation?
Yes - we'll keep your name on the waiting list, even if you decide not to take up your space on the ledger when it's offered.
Your name will move to the bottom of the waiting list, but we'll message you again as soon as another space becomes available.
How do I leave the waiting list?
If you change your mind at any point and wish to remove your name/number from the waiting list, there are three ways to do so:
- Text the word "STOP" to the number we initially messaged you on (the one you messaged with your first name upon adding your number to our website).
- Or, email the team (watson@watsonpack.com) with your mobile number and we'll be happy to remove it from our database.
I have an urgent trip, can I skip the waiting list?
We may be able to accommodate time sensitive requests, depending on availability.
You can request immediate access to the current Pack by emailing watson@watsonpack.com. Please put *MY NEXT TRIP* in the subject line and include your departure date in the email so we can ensure timely delivery if a Pack becomes available.
There is no guarantee that a Pack will be available. We will aim to respond within 24 hours so that you can plan accordingly.