FAQ

Is shopping online at madpax.com safe?

Yes, shipping online at madpax.com is 100% secure.  We use SSL security, which is the highest level of security available for online shopping.

Do Madpax backpacks have a laptop or tablet sleeve?

Yes!  We have laptop backpacks! Actually everyone of our backpacks and daypacks (smaller backpack)  offers an extra-padded laptop/tablet sleeve built into the bag. Great for protecting laptops, tablets and other electronics.

Does Madpax ship outside the US from this site?

YES! To calcuate your shipping costs add bags to your cart then start the checkout process. After you enter your address the shipping rate and applicable taxes will be calculated. You can then decide whether or not to purchase. Please note that we require a physical delivery address and are unable to ship to P.O. Boxes.

Can I carry Madpax in my store?

We are interested in partnering with leading and unique retailers interested in selling our products at their physical locations. If you have a retail store where Madpax backpacks might be a good fit, we’d love to talk with you. Simply fill out our wholesale inquiry form to get the ball rolling.

Where do you ship from and how long will it take?

All U.S. orders ship from our warehouses in Phoenix, Arizona.  We strive to ship all in-stock orders within 2 business days from receipt of the order.  Transit time will vary based on your location. You can estimate the time by visiting UPS.com.

How will I know my order has been accepted?

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 3-5 days for your processed order to ship.

How can I change or cancel my order?

Once your order has been accepted by our systems, 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. If you would like to inquire further, please use our contact page to reach us. We will do everything we can to help!

What happens if my order does not arrive?

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 or you can call us at 602.466.2600

Do you offer returns or exchanges on product purchased through madpax.com?

Our primary goal is to create super happy customers! We want you to be completely satisfied with your order. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

Returned merchandise must be in original packaging, unused, uncompromised, in resalable condition, and have the original retail tags attached. This policy is for products purchased directly from madpax.com. We are unable to process returns, exchanges or credits for items purchased from our authorized retailers.  Please contact them directly.

To return an item for a refund, please contact us and we will provide return authorization instructions.

Madpax reserves the right to deny a refund if the merchandise does not meet the return policy requirements.

Please note that shipping 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.

My pack has a defect, what do I do?

We stand behind the quality of our products with a limited 90-day warranty.  This warranty guarantees our products to be free of defects in materials and workmanship. This warranty applies to products purchased from Madpax or from an authorized retailer, and begins on the date of purchase. If the product is purchased from an unauthorized retailer this will void the warranty.

We will gladly repair or replace any products found to be defective within the range of common and everyday use. This warranty does not apply to damage caused by misuse, accident, abrasion, improper care, negligence or normal wear and tear. Please note that color breakdown, abrasions, and scratches are not considered material or workmanship defects and are therefore not covered by our warranty.

All warranty claims must be accompanied by photos of the product and original purchase receipt. 

How do I clean my Madpax?

We recommend cleaning your bag with a damp cloth and mild soap as necessary. Machine washing, detergents or bleach are not recommended. Please air dry your bag after spot cleaning.

What are Madpax packs made of?

We only use high quality and durable fabrics that can be easily spot cleaned. The interiors of our bags are lined with polyester/nylon. All zippers are smooth functioning nylon. Specific materials used include:

Spike – Standard backpacks are made of faux leather like material, PVC. Spike liquid metal products are made of Polyurethane. Spike reptile skin products are made of PVC.

Bubble & Blok – These backpacks are offered in Chinlon (similar to smooth nylon) and printed lycra.

Scale – These backpacks are currently made of PVC, a faux leather like material.

Please note that all materials we use deliver durable and vibrant colors that are easily cleaned.  While durable, these materials have a top coating for color.  If dragged or abused the color may scratch.  This is considered normal wear and tear and is not covered by our warranty. 

What sizes are Madpax backpacks?

Our bags are ready to rock and are the perfect size for kids (or kids at heart).  Packs weigh between 1.9 lbs. and 2.1 lbs. Approximate sizes:

Spike and Bubble:      18” x 13” x 8”

Blok and Scale:          18“ x 14” x 8”