FAQ2019-07-15T07:07:17-07:00

Frequently Asked Questions

We’ve compiled answers to commonly asked questions about MadPax products, their care, and details regarding ordering and shipping. Retailers interested in carrying MadPax backpacks and accessories should use our wholesale inquiry form. For any other questions or inquires, please reach out to us using our contact form.

Can I ship MadPax product outside the U.S. from this site?2019-07-04T09:52:51-07:00

At this time we are able to support shipping through UPS to the continental United States as well as Hawaii and Alaska. Please note that we will not ship to P.O. Boxes. We currently only offer international shipping to Canada for purchase mad on MadPax.com. All orders shipped outside of the U.S. are subject to local customs, duties and taxes. MadPax.com is not responsible for any fees incurred after your order has shipped. All taxes must be paid at point of delivery.

Can I carry MadPax products in my store?2019-06-20T14:29:40-07:00

If you have a retail store where MadPax backpacks and accessories might be a good fit, we’d love to talk to you. Simply fill out our wholesale inquiry form to get the ball rolling!

What are the sizes of the packs that you offer?2017-03-27T20:18:16-07:00

Each individual product description includes dimensions for each pack. To illustrate the interior size of each, consider the following:

Pack SizeWill Easily HoldHandle Type
FullThree 2″ binders, pencil boxAdjustable shoulder straps with chest strap
HalfTablet, folders, change of clothes. NOTE: It will not hold a full size binderAdjustable shoulder straps
NibblerLunch, wallet, water bottle, and moreSingle loop as a handle as well as an adjustable shoulder strap to use as a cross body tote. Nibblers are now fully insulated!
Mighty BiteKeys, coin purse, small toys, phoneSingle loop with clip to attached to another pack or bag
What happens if my package does not arrive?2019-06-10T21:05:50-07:00

Once an order leaves our warehouse, it is the responsibility of UPS. MadPax is not responsible for any lost, stolen or damaged packages. If you do not receive your tracking information, we are happy to provide it. Please use our contact page to reach us.

How can I change or cancel my order2019-06-10T21:07:06-07:00

Once your order has been accepted by our system, it automatically transmits to our processing center in Phoenix, Arizona. Once an order is processed, we are not able to make any changes prior to shipping. Please contact MadPax Customer Service using our contact page or give us a call at 602.795.8225 if you would like to inquire further.

Where does my order ship from?2019-06-10T21:08:09-07:00

All U.S. orders ship from our warehouse in Phoenix, Arizona. Please use that point of origin when considering shipping times to your location.

How will I know my order has been accepted?2016-10-21T21:02:35-07:00

You will receive an email confirmation once your order has been processed. Another confirmation will be sent when your order ships. Please allow up to 72 hours for your processed order to ship.

Do you offer returns or exchanges on product purchased through MadPax.com?2019-06-10T21:11:01-07:00

We want you to be completely satisfied with your order. We will happily accept the return of unaltered or defective full price merchandise within 60 days of receipt of your MadPax.com purchase.

MadPax.com reserves the right to deny refund if the merchandise does not meet the return policy requirements. All sale and promotional items are final sale and cannot be returned or exchanged at any time.

Contact us to obtain a Return Authorization number. You must have an approved Return Authorization number before sending your order back to us.

Please note that shipping and handling charges are non-refundable. Please do not send return packages by COD. COD may be denied, or the COD amount will be deducted from the return or exchange.

How do I ship my defective pack back to you once I get authorization?2017-03-16T22:10:46-07:00

You can choose any method, however we recommend you use a carrier that offers a tracking number. We will not charge any shipping or handling fees for the replacement backpacks with manufacturer defects.

How can I report a defective pack?2017-03-16T22:14:12-07:00

If you believe your pack has a manufacturing defect (not normal wear and tear), please send us an email at info@madpax.com. Please include a short description of the defect, photos, your name and an original proof of purchase in the body of the e-mail. Once all of this information is received, we will review and process your request. You should receive a response within 72 hours. If you are unable to provide any of the requirements listed, we will not be able to assist you in your warranty process. Please note that during back to school season (June through September) warranties may take up to 2 weeks to process.

My pack has a defect, what do I do?2017-03-16T22:18:02-07:00

MadPax offers a 60-day warranty against defects in materials or workmanship. If a product fails due to a manufacturing defect, we will replace the product, without charge. Should you receive a backpack with a manufacturing defect, please be sure to contact us right away. This warranty does not cover damage caused by accident, improper care, negligence or normal wear and tear. Examples of normal wear and tear are, split zippers, peeling spikes, frayed edges, and ripped interior lining. Warranty claims are evaluated on a case-by-case basis. MadPax does not facilitate repairs or returns on product that fall outside of this warranty.

I prefer to purchase a pack in person. Where can I to to do this?2016-10-21T20:45:15-07:00

We have several authorized third-party retailers and the list is growing daily. Simply use our contact form and select location inquiry. lease include your zip code and we will direct you to the closest retailer.

How do I clean my MadPax?2016-10-21T20:42:26-07:00

We recommend you clean your pack with a damp cloth and mild soap as necessary. Machine washing, detergents or bleach are not recommended. Line dry.

What material are the “Bubble” packs made of?2019-06-10T21:13:54-07:00

Our Bubble backpack is currently offered in a polyester/spandex fabric. This material delivers durable and vibrant colors that are easily cleaned. The interiors are lined with polyester/nylon. All zippers are smooth functioning nylon.

What material are the “Spike” packs made of?2019-06-10T21:15:44-07:00

Spiketus-Rex colored packs are currently offered in a leather-like fabric made of Poly Urethane. This material delivers durable and vibrant colors that are easily cleaned. While durable, this material has a top coating for color; if dragged or abused the color may wear or scratch. This is considered normal wear and tear and not be covered under our warranty. The interiors are lined with polyester/nylon. All zippers are smooth-functioning nylon.

The Paxtor and Luxe collection are made of PVC. This material delivers durable and vibrant colors that are easily cleaned. While durable, this material has a top coating for color; if dragged or abused the color may wear or scratch. This is considered normal wear and tear and not be covered under our warranty. The interiors are lined with polyester/nylon. All zippers are smooth-functioning nylon.