FAQs

LEAD TIMES (UPDATED 10/18/2024)

Custom Ultralight Backpacks:

8 Weeks

Totes/Fanny Packs/Hip Belt Pockets/Shoulder Strap Pouches:

2 Weeks

All Other Orders Ship:

1-3 Business Days

Ordering:

  • Can a custom backpack be returned?

    Yes, a custom backpack can be returned, but it must be in new unused condition and within seven days of receiving. There will be a 30% restocking fee, shipping fees, and processing fees deducted from the refund amount. These are one-of-a-kind custom-made backpacks.

  • Can product(s) be added to my existing order?

    No. Place an additional order for the product(s) you want. We can ship all orders together and refund the shipping difference once they’re complete. Contact us if you’ve placed additional orders.

Shipping:

  • Does everything on my order ship at the same time?

    Yes. Everything ships together once your full order is complete. If you don’t want to wait for everything to ship at once, please place a separate order for the items you need beforehand.

  • Will I receive tracking information when my order is complete?

    Yes. You will receive two separate emails once your order has been completed. The first email will be from us letting you know that your order is complete. The second email will be from Shippo and it will contain your tracking information. Please be sure to check your junk mailbox if you did not receive eighter of these emails. 

  • How long will it take for my order to arrive?

    Domestic Shipping Options:

    • USPS First Class Mail: 3-7 business days
    • USPS Priority Mail: 2-3 business days
    • USPS Priority Express: 1-2 business days

    International Shipping Options:

    • USPS Priority Mail International: Three to four weeks
    • USPS Priority Mail Express: Timeline not specified

  • What do I do if my order goes missing?

    1. Go to the tracking status on the USPS site.
    2. Click on the Text & Email Updates link.
    3. Enter your email to receive notifications each time the tracking status is updated.
    4. Complete a USPS Help Request Form.
    5. If after 7 days, your tracking status still shows no update, forward the USPS Help Request confirmation email to [email protected].

Backpacks:

  • Do you offer custom work on your backpacks?

    No. We no longer offer any kind of custom work on our backpacks.

  • What size shoulder straps do I need?

    Our standard shoulder straps fit a chest size less than 44”. Long shoulder straps fit a chest larger than 44”. If you have a small or extra-small torso, please select standard shoulder straps regardless of your chest size.

  • What size hip belt do I need?

    Using a measuring device, pull it around your back at the level of your iliac crest and connect it in front of you. This will be the hip belt size that you select from the drop down menu. Using this pack for a thru-hike? Please take weight loss into consideration when selecting your hip belt size.

    Waist size 28′ to 32″ small hip belt 

    Waist size 33″ to 38″ medium hip belt 

     Waist size 39″ to 44″ large hip belt

     Waist size 45″ to 50″ extra large hip belt

Custom Backpacks:

  • Torso and hip belt sizing.

    Refer to our torso and hip belt sizing page. Feel free to contact us if you have questions or concerns about sizing.

  • Do custom backpacks have a lead time?

    All our custom-made products have a lead time. Custom backpacks currently have a 6-week lead time. This means once your order is placed, it will ship within that timeframe.

  • Can I make a change to my custom backpack order?

    No. We do not have a way to edit an existing order, so please CHECK YOUR CUSTOM ORDER COMPLETELY before submitting it.

Custom Full Suspension Backpacks:

  • Can I fit a bear canister inside a Curve full suspension backpack?

    Yes, a bear canister will fit inside and also on top using the provided top Y-strap.

  • What is the maximum weight I can carry in this Curve full suspension backpack?

    Recommending staying below 35 pounds total. Keep in mind that 35 pounds will carry differently from one person to the next. Plan according to your comfort level.

  • Is the full-padded hip belt removable?

    No. The hip belts on our full suspension backpacks are sewn in and cannot be removed or changed for a different size.

RETURNS:

  • Custom-made packs can be returned in unused condition and within 7 days of receiving for a 30% restocking fee plus all shipping and credit card processing fees.
  • On The Shelf Packs can be returned in unused condition and within 7 days of receiving for a 30% restocking fee plus all shipping and credit card processing fees.
  • Fanny Packs can be returned in unused condition and within 7 days of receiving for a 15% restocking fee plus all shipping and credit card processing fees.
  • Apparel is not returnable.
  • All other products can be returned in unused condition and within 7 days of receiving for a 10% restocking fee plus all shipping and credit card processing fees.
  • Upon receipt of the returned item, we will fully examine it and decide whether you are entitled to an exchange or refund. If you are entitled to an exchange or refund due to a defect, we will replace the item or refund the purchase price and applicable shipping costs using the original method of payment.

LiteAF

4 Linda Lane, Suite C
Southampton, NJ 08088-9178

[email protected]

CANCELLATIONS:

Custom Made to Order Packs

  • Custom pack order cancellations are subject to a 10% fee plus fixed transaction fees if you cancel within 14 days of ordering.
  • Custom pack orders cannot be canceled after 14 days of ordering.

Fanny Packs

  • Fanny Pack order cancellations are subject to a 10% fee plus fixed transaction fees.

All Other Products

  • All other product orders can be canceled but are subject to all transaction fees.

WARRANTY:

  • LiteAF products are warranted to the original owner against defects in materials and craftsmanship.
  • The warranty starts from the time the item is shipped out and will end one year from that date.
  • If a LiteAF product happens to fail due to manufacturing defects, we will replace or repair the product free of charge at our discretion.
  • Ultralight packs require the same care as any other ultralight gear; misuse may result in charges for repairs.

For Repair or Warranty Inquiries:
Contact us at [email protected] please include your name, order number and billing/shipping address.

REPAIRS:

  • Repairs due to improper use, accidents, or general wear and tear may be charged for materials, labor ($55 an hour), and all shipping.
  • All packs returned for warranty issues MUST be recently washed.
  • Cleaning service fee of $45 will apply if the gear needs cleaning before repair.

SHIPPING:

Steps to Follow if Your USPS Package Isn’t Moving:

  1. Go to the tracking status on the USPS site.
  2. Click on the Text & Email Updates link.
  3. Enter your email to receive notifications each time the tracking status is updated.
  4. Complete a USPS Help Request Form.
  5. If after 7 days, your tracking status still shows no update, forward the USPS Help Request confirmation email to [email protected].

Domestic Shipping Options:

  • USPS First Class Mail: 3-7 business days
  • USPS Priority Mail: 2-3 business days
  • USPS Priority Express: 1-2 business days

International Shipping Options:

  • USPS Priority Mail International: Three to four weeks
  • USPS Priority Mail Express: Timeline not specified

International Tariffs/Duties/VAT Costs:
The customer’s responsibility. Contact your customs office for information on these fees.

Special Requests for Shipping:
Although special requests can be made, USPS prefers not to leave packages in any location but the mailbox.