FAQ

We are here to help with any questions or concerns.

Holiday FAQs

When is the last day to order for guaranteed by December 24th?

Orders placed by December 9th by 1 pm MST are guaranteed by December 24th. Please note that orders placed after this date may still arrive by the 24th, but it is not guaranteed.

International orders to Canada must be placed by November 22nd by 1pm MST for guaranteed delivery by the 24th.  

International orders to Australia and Japan must be placed by November 14th by 1pm MST for guaranteed delivery by the 24th.  

Our delivery guarantee does not apply to service interruptions or failures caused by events outside of Sherpani’s control (including, for example, weather delays or delivery interruptions that carriers may face).  

What is your Holiday return policy?

Exciting news! We have increased our return window to 100 days for the 2024 holiday season! Enjoy risk-free purchases with longer returns from now until the end of the year. Due to the extension, there are no adaptations to our return policy regarding the holidays. Read the full policy here.

Any products discounted 40% or more or that are marked Final Sale cannot be returned. We do not offer partial returns on our luggage bundles. All international orders are final sale. 

To request a return label, you’ll need your order number and email address used when the order was placed. You can request a return label here. 

How long does shipping typically take?

Our standard shipping takes between 7-12 business days. If your order is eligible for expedited shipping, you will be shown these options and delivery times at checkout. 

Please note that all luggage and luggage bundles are shipped with standard shipping, and we cannot offer expedited shipping for these products.

Frequently Asked Questions

 

International Orders 

As of right now Sherpani ships to Canada, Australia and Japan. International orders are not eligible for free shipping. All international orders are final sale and can not be returned. We are also unable to offer exchanges for international orders.

Once an international order has shipped it may take up to 5 days for information to start showing up under the tracking number. If you still are not seeing any movement under your international tracking number after 5 days please reach out to info@sherpani.com. 

If you live in Canada, Australia, or Japan, your deliveries are shipped with any taxes and duties pre-paid. You will be shown the amount you pay for shipping, duties, and taxes at checkout. This amount will be factored into the total price you pay at checkout. So, once your order clears customs, you will not pay any additional fees. 

Please note that all prices on our website are in USD. We do not charge any additional fees other than the amount owed for your whole order. Any foreign transaction fees that are collected through your bank are not under our control. Therefore, we are unable to refund any foreign transaction fees issued by your bank. 

Buy with Prime

Amazon Prime members can shop our site with the experience they and love. Shop Buy with Prime for fast, free shipping and returns.

Here's how it works:

Step 1: Look for products that have the Buy with Prime badge. 

Step 2: On select products, click the Buy with Prime button to instantly check out. 

Step 3: Sign in to your Amazon Prime account (if not already)

Step 4: Confirm your shipping and payment details and click purchase.

Step 5: Check your inbox for order confirmation and shipping details. 

 

Order Modifications

After an order has been submitted, Sherpani is unable to make any modifications. If you would like additional items, a separate order must be placed. If you would like to switch items, the order will need to be cancelled (if possible due to time passed from when the order was placed) by a customer service specialist and a new order will need to be placed.

Shipping & Tracking

All orders ship within 1-4 business days of the order date. Once your order ships, you will receive a shipping confirmation email with tracking. Not seeing your tracking info? Double-check your promotional, spam, and junk folders. You can also use the chat feature on our website to track your order.

Once your order has shipped, you can expect your order to arrive within 7-10 business days. Your order may take additional shipping time if you are located in Alaska, Hawaii, or a US military base. 

At this time, we aren't able to offer expedited shipping for all orders. If your orders qualify for expedited shipping, you will be shown expedited options and the shipping timeline at checkout. 

We work hard to get your orders shipped out within these timeframes. However, sometimes issues arise once your order is in the hands of the carrier, which may cause your delivery to take longer. 

Please note that orders placed after 4pm MST on Friday or over the weekend will ship out the following week. Currently, we are unable to process orders on weekends or holidays.

If you would like further assistance please email service@sherpani.com.