FAQs

ORDERING
Can I get the sale price when I bought outside of the sale dates?
  • WE DO NOT BACKDATE OR FUTURE DATE OUR SALES Sales are ONLY valid during the sale dates and hours specified. We cannot offer refunds on past purchases nor can we extend our sale dates if you missed the sale.
  • Out of stock items are NOT included in sales.
  • We cannot offer a bag for pre-sale only to receive the sale price. Bags will be made available for pre-sale when we are 4 weeks out from receiving our inventory and no sooner.
Can I reuse a Facebook discount on another order?
  • Discounts offered by Facebook and Instagram are NOT associated with White Elm and CAN NOT be applied to another order under any circumstance. Facebook will not reissue its discount code, so once you use it, the discount cannot be given again. Returns, cancellations, and exchanges are no exception. We are not able to offer a replacement discount code. 
How can I cancel my order?
  • If you need to cancel your order, please use our RETURN PORTAL. The order MUST be cancelled BEFORE it is shipped. Once it is shipped, we can no longer cancel it.
  • Please note: After repeat cancellations by the same customer, a 20% cancellation charge will apply on the third and all consecutive cancellations.  This is due to the nonrefundable transaction costs that we incur for each canceled order. 
Can I get a discount based on my job?
  1. At this time we are not offering discounts based on employment or military involvement.
My discount code doesn't work.
  • First, check to make sure your discount code was entered correctly and that it is not expired. If there are any special rules for the specific sale, the system may not apply your code until you change your order to be in compliance (ex. Valid for orders $30+). If your code is still not working, please reach out to us for assistance BEFORE placing your order. We are not able to add your discount code after you place an order!
I forgot to enter my discount code.
  • Please make sure you enter your discount code BEFORE you submit your order. We are not able to apply a discount code after you complete your purchase. If you forget to use your code, please save it to use on your next order.
SHIPPING
My order has a high value
  • All orders $250+ will be shipped using "signature required" automatically. 
Are the expedited shipping costs at checkout correct?
  • The shipping cost for expedited shipping at checkout is an estimate. If we go to ship your package and it requires a larger box due to the size of your order, we may need to collect additional shipping costs. We will contact you right away if we notice your shipping was underpaid. In order to process your order in a timely manner, an immediate response and payment are appreciated to not delay your order.
I paid for expedited shipping but the carrier was late delivering
  • Shipping costs paid to White Elm at checkout are paid directly to the carrier at the time of shipment. If the carrier misses a delivery date, we are not able to return the shipping costs paid unless the carrier refunds them to us. If the carrier misses a delivery date, we will work with the carrier on your behalf to file a claim for reimbursement. If the carrier reimburses the shipping cost to us, that refund will be passed on to you at that time. Expedited shipping delivery dates are NOT guaranteed.
  • WHITE ELM IS NOT RESPONSIBLE FOR CARRIER DELAYS.
I think my package was lost or stolen. What should I do?
  • Please ensure your order is being shipped to a secure location. White Elm is not responsible for lost, stolen or damaged packages or contents. If you feel your delivery location may not be secure and you would like to add a signature requirement, please select this option at checkout. An additional fee may apply.
  • You can call your local post office/UPS to open an investigation into your missing package and also file a claim for a lost package at the USPS or UPS website.
  • If you remove the shipping warranty at checkout, you are assuming full responsibility if your package is lost, stolen or damaged. All Priority Mail and UPS Ground shipments come with $100 of insurance. That is the maximum you can be reimbursed through the carrier if you remove the shipping warranty from your order.
  • We strongly recommend that you purchase the White Elm shipping warranty at checkout that will protect you against lost, stolen or damaged packages. If you purchased the warranty and experience a lost, stolen or damaged package, please follow the instructions sent to you in an email after your purchase in order to file a claim. If you experience a lost, stolen or damaged package and the shipping warranty is attached to your order, please DO NOT file a claim with USPS or UPS. Doing so will void your shipping warranty and you will have to seek reimbursement from the carrier. Please reach out directly to us or our shipping warranty partner.
My package was undeliverable.
  • Please ensure your address is correct when ordering. All orders are sent to the address provided. If your order is returned to us due to an undeliverable address, we will refund you the price paid once the package is received by us, minus any shipping costs we paid on your behalf if your order qualified for free shipping. If you would still like to have the item you ordered, you must place a new order with the correct shipping address.
Help! My order has the wrong information!
  • All data entered by a customer for an order is the responsibility of the customer. We are not responsible for incorrect information entered such as name, address, email address, or item ordered. If you have entered the wrong information and need to change it, please contact us before your order is shipped at support@shopwhiteelm.com.
Do you ship internationally?
  • International orders are shipped via UPS, USPS Express or DHL Express. All international rates are quoted SHIPPING COST ONLY at checkout. Duties, fees or taxes will be billed to the customer upon delivery directly by the carrier. 
Is shipping free?
  • We offer free USPS Priority Mail or UPS Ground shipping on all domestic orders of $100 or more (excluding Alaska & Hawaii). If you require special shipping instructions to your address, please contact us first at support@shopwhiteelm.com, or add your instructions to the "notes" section at checkout. 
  • You can upgrade your shipping at checkout for a faster speed.
How fast do you ship?
  • Free Shipping / Standard Shipping: Orders ship within 1-3 business days unless the item is on pre-order or backorder.Expedited Shipping: If your order included expedited shipping, we will ship your order the same day if ordered before 11am central time. Orders placed after 11 am central time will be shipped the next business day. Pre-orders will be shipped when they become available.
  • If you have any special requests regarding your shipping, please contact us at support@shopwhiteelm.com prior to ordering.
RETURNS & EXCHANGES
What is your return policy and how do I initiate a return?
  • All return requests must be initiated within 30 days of receipt of the item. To initiate a return request, email us at support@shopwhiteelm.com. Once the return is approved, please package up your item in the original packaging (if available) and ship it back using the return instructions given. Please include your name and order number in the package. Once your return is received, please allow up to 3 business days for a refund. You will be refunded using the original method of payment. If you cannot receive a refund through the original form of payment please let us know and you will be given store credit.
  • Please note: In order to receive a full refund, you must ship the item back and it must be in the original unused and undamaged condition. If it has signs of wear, use or damage, you will be subject to a 50% restocking fee. If the item is returned in a condition that is too damaged to resell in any manner, the return may be refused. Shipping charges are not refundable. Please note that shipping warranty purchases cannot be refunded.
Can I exchange my bag?
How do I ship back my item?
  • Return shipping is the responsibility of the customer. The most cost efficient way to ship a return is through USPS. You can purchase your own shipping, or if you would like a pre-paid lablel, please email us at support@shopwhiteelm.com. Pre-paid label cost will be deducted from your return.
Can I return an item I bought on clearance or in the outlet?
  • All clearance and outlet items are final sale. We do not offer returns, refunds, or warranty clearance and outlet items.
What is the warranty on your bags?
  • We warranty our bags for 90 days from date of purchase against workmanship defect or material failure. This warranty is not insurance and does not cover issues such as water damage, damage by a person or animal, failure as a result of improper use, normal wear and tear, color fading due to improper cleaning, dirt, grime and stains, fire damage, or anything unrelated to the quality of workmanship and materials as determined by White Elm. If you have a warranty issue, please send a detailed email with your order number and photos of the defect to support@shopwhiteelm.com.  We do not honor warranty claims on clearance items.
The bag I received is defective / damaged / incorrect.
  • If you did not receive the item(s) you ordered, please reach out to us within 3 days of receipt.
  • If your item(s) were received damaged or defective, please send a photo of the bag with packaging still attached, the packaging it was mailed in and a closeup of the defect / damage to support@shopwhiteelm.com within 3 days of receipt.
  • White Elm is not responsible for items damaged in transit, however we will work with you and the carrier to file a claim for reimbursement. All packages sent USPS Priority Mail and UPS Ground include $100 of insurance. If your item's value is higher and you want to purchase additional insurance on your delivery, please contact us prior to ordering or before your item ships to add the additional insurance. Please save all packaging as it will be needed to file the claim.
  • If you received the wrong item due to your order being incorrectly placed, you will need to return the item and reorder the correct item you wish to have.
BAG CARE
Can I hang my bag from a hook?
  • Hanging your bag from a hook, especially when loaded with heavy things, will damage the integrity of the handle and could cause it to crack. We recommend you set the bag down on a table or other clean flat surface when not in use and do not hang it from a hook.
How do I care for my bag?
  • Check out our blog post for tips on how to best care for your bag.
WILL IT FIT?
Will the side pocket fit my large Hydroflask?
  • The side pockets in the Gemini can hold up to a 64oz water tumbler or 4.75" in diameter.
  • The Aquila will comfortably fit a 40oz water tumbler.
  • The Gemini Mini can fit a 32oz water tumbler.
  • Find more information about what bottles fit in which bags here by clicking HERE
Will the Gemini/Aquila fit my 17.3" laptop?
  • Both the Gemini & Aquila can accommodate most laptops that have a 17.3" diagonal screen measurement which equates to about 15" in length.
  • The Gemini Mini can hold a laptop up to 13" in diagonal length or 12" in horizontal length.
  • See our blog post with more details
CONTACT
Do you offer 24/7 support?
  • We do not offer 24/7 support. We do our best to get back to you ASAP, usually within a few hours during business hours. 
How can I get in touch?
White Elm, LLC

7696 183A Toll Road
Unit 1E 
Leander, TX 78641