Your frequently asked questions answered.
As a small, independent maker, we keep very little inventory on hand. Most products are made to order. Typical production lead times are as follows:
- Larger bags: 5-7 business days
- Small bags: 3-5 business days
- Small goods: 1-2 business days
Please note that these are estimates only. We strive to fulfill orders in a timely manner. We will contact you with details after your order is placed if the lead times will differ from the above.
Shipment transit time is based on the service you choose at checkout.
Once your order has been prepared for shipment, we will send you tracking information via email. Please allow up to 12 hours for tracking information to be updated.
You may check the status of your order at anytime via our Order Tracking page.
Our website automatically sends a confirmation email once you order. Sometimes certain email providers block these emails sent from our website (we’re looking at you Hotmail!) This is especially troubling, when scheduling studio pickups. If you have not received an email from us, please feel free to email us or login to our Order Tracking page to check the status of your order (you’ll need your order ID# and email address). It also saves all our communications with you so you can see if you missed an email from us.
If you live in the Rochester, NY area, you may select “Studio Pickup” at checkout.
Please wait for us to contact you to arrange a pickup appointment at our studio, as most products are made to order.
Orders that have not been picked up within 30 days of notification will be cancelled and your money refunded minus a 20% restocking fee.
Masks are required when entering the studio for pickup.
Public studio hours have been suspended at this time.
We have open studio hours almost every afternoon on weekdays. Check out our hours on the contact page. We are also open from 6pm-9pm on select First Friday events at the Hungerford building. Take a look at our First Friday Schedule for specifics.
We accept all major credit cards and Paypal.
You will not be charged sales tax if you are shipping anywhere in the US outside of New York state. All orders shipped within New York state or picked up at our studio will include local sales tax.
Wholesale orders will never be charged sales tax. It is the reseller’s responsibility to charge their customers the correct tax.
The short answer is- it depends.
Due to overwhelming demand and limited resources, we do not take on one-off, custom projects for individuals.
Bulk custom orders are always welcome, as are private label opportunities. We love collaborating with like-minded businesses. Please contact us with the details.
While we try our best to take accurate photos of all our items, keep in mind that colors and darkness levels will vary slightly from one monitor to another. In addition, colors of waxed canvas will vary slightly from dye lot to dye lot. Accessories will vary slightly because each is made with different bike inner tubes. No two will be alike. Inner tubes may have bright or faded white or sometimes colored brand markings and dimensional text on certain areas.
We offer a 1 year guarantee on all our products. We’ll repair or replace any original production or material defects for free during this time. This includes stitching, hardware and fabric. Our guarantee does not cover general wear and tear or damage from extreme use. Proof of purchase is required for this service.
We are also happy to offer a quote to fix any accidental damage that may occur during the life of the product. No proof of purchase is required. We may request photos of the damage before deciding if the product can be repaired.
Our European visitors tend to confuse our brands. We are not affiliated with the Even&Odd brand that is sold on Zalando throughout Europe.
Discount coupon codes may only be used for personal orders. Coupon codes cannot be used for wholesale orders.