Service Policy
Last updated: October 16, 2025
1. Service Overview
At MoveOnPack, we are committed to providing exceptional service for all your backpack needs. This policy outlines our service standards, procedures, and commitments to ensure your complete satisfaction with our products and services.
2. Customer Support Services
2.1 Contact Methods
- Email: ask@moveonpack.com
- Phone: +1 (416) 782-2843
- Address: 216 Roselawn Ave, Toronto, ON M4R 1E9, Canada
2.2 Support Hours
Our customer support team is available:
- Monday to Friday: 10:00 AM - 7:00 PM EST
- Saturday: 10:00 AM - 6:00 PM EST
- Sunday: 11:00 AM - 5:00 PM EST
3. Repair Services
3.1 Available Services
- Strap repair and replacement
- Zipper repair and replacement
- Fabric patching and reinforcement
- Waterproofing restoration
- Hardware replacement
- Seam repair and reinforcement
- Buckle and closure replacement
3.2 Service Timeframes
Standard repair services typically require:
- Assessment: 1-2 business days
- Minor repairs: 2-3 business days
- Major repairs: 5-7 business days
- Custom modifications: 7-14 business days
4. Warranty Services
4.1 Standard Warranty
All new backpacks purchased from MoveOnPack come with:
- 30-day satisfaction guarantee
- 1-year warranty against manufacturing defects
- Free repair assessment
- Lifetime warranty on craftsmanship
4.2 Extended Warranty
Optional extended warranty services include:
- 3-year comprehensive protection
- Priority repair service
- Annual maintenance check
- 50% discount on repair services
5. Custom Services
5.1 Customization Options
- Custom pocket additions
- Personalized embroidery
- Strap modifications
- Color customization
- Size adjustments
- Special feature integration
5.2 Professional Services
- Corporate branding
- Bulk customization
- Professional fitting sessions
- Pack optimization consultation
6. Service Pricing
6.1 Assessment Fees
- Basic assessment: Free
- Detailed assessment: $25
- Expert consultation: $50
6.2 Repair Costs
- Minor repairs: $20-40
- Major repairs: $50-120
- Custom work: Quoted per project
7. Quality Assurance
Our commitment to quality includes:
- Professional assessment of all repairs
- Quality testing before return
- Photographic documentation of repairs
- Satisfaction guarantee on all services
- Follow-up quality checks
8. Service Requests
8.1 How to Request Service
- Contact our support team via phone or email
- Describe the service needed
- Receive a preliminary assessment
- Schedule service appointment if needed
- Approve service quote
8.2 Required Information
- Backpack model and purchase date
- Detailed description of issues
- Photos of damaged areas
- Preferred service timeline
- Contact information
9. Service Guarantees
We stand behind our services with:
- 90-day warranty on repairs
- Satisfaction guarantee
- Price match on comparable services
- Professional workmanship
- Genuine materials and parts
10. Updates to Service Policy
MoveOnPack reserves the right to modify this Service Policy at any time. Changes will be effective immediately upon posting to our website. Continued use of our services following any changes indicates your acceptance of the new terms.
For questions about our Service Policy, please contact our customer support team.