Frequently Asked Questions (FAQs)

I believe my package may be lost or stolen.

We offer Route shipping insurance as an option on all orders at the time of checkout. Please be sure to consider keeping this on your order to be protected from lost, damaged, and stolen packages. If shipping insurance is not purchased at checkout then we will not be able to replace your order.

Azaria is not responsible for lost or stolen packages that are not protected.  Please reach out to the carrier listen on your shipping email for assistance. 

What is your shipping policy?

Azaria uses various postal carriers to determine the most efficient way to ship your order. Orders can take up to 5 business days to process before shipping, unless otherwise stated. During high volume periods and holidays processing can take up to 7 business days. The transit time will depend on your destination and the type of shipping selected at checkout.

We offer two shipping methods in the contiguous US (all states except Hawaii and Alaska); economy and expedited. UPS Ground usually takes 3-7 business days in transit, once the order leaves our warehouse. USPS Priority mail usually takes 1-3 business days in transit, based on your location.  Please allow 8 – 21 business days for international orders to be delivered. 

International shipping.

We offer a variety shipping methods from USPS and UPS for international orders, all of which are the responsibility of the customer. Please note that all international orders are final sale and do not come with a warranty.

The ship-to recipient will be responsible for any taxes or customs/duties incurred. Unfortunately, we are unable to mark merchandise as “gift”, “no commercial value” or to estimate the total amount of taxes or duties that may be due at time of delivery. For questions regarding customs fees, we suggest contacting your local government.  

Please allow up to 8-21 business days for international orders to be received, but note that further delays are possible due to customs. USPS First Class mail does not provide international tracking, so we advise that you check with your local post office to receive your package or it may be returned to sender. 

How long does shipping take & how much does it cost?

Before placing an order, please double check that the shipping information is correct. You will receive an email confirmation once your order is received. Allow up to 5 business days for all orders to ship or leave our warehouse, regardless of shipping speed selected at checkout.  During high volume periods or holidays processing time can be up to 7 business days.  We are unable to make changes or cancel orders once they are processed.  

You can check the shipping cost by continuing through check out and adding your shipping address. Azaria.com will automatically calculate the shipping costs for you. 

Where are your bags made?

Our bags are made in China in a small town just outside of Hong Kong that we carefully selected to bring our bags to life.   

Do you sell Azaria products in stores? 

Yes.  Azaria is carried at The Baby Cubby in American Fork, UT.  

Do you have wholesale partners? 

Yes. Please email collabs@azaria.com with any wholesale inquiries.

I’m having trouble with my zipper 

Zippers can be sticky for the first few days, and then they loosen up. Stronger, better quality zippers are stickier at the beginning; they will last longer and their risk of splitting eventually is a lot lower. Our zippers have a little more “grab” to them since they open two ways. You can lubricate a sticky zipper with something waxy, like olive oil, chapstick or petroleum Jelly, applied carefully with a q-tip. We also suggest slowly opening and closing the zipper several times to break it in. Please email customer service at hello@azaria.com for additional information. 

When will a specific product restock?

We announce all restock information in our newsletter and on our social media pages. Typically for seasonal colors, usually once they are out of stock they will not return.   

Can I return or exchange my purchase?

Yes.  Please see policy here.   

How do I care for my Azaria? 

For our vegan leather products, we recommend cleaning with a soft, damp cloth using a gentle soap. Do not use any alcohol-based products like hand sanitizers or disinfectant wipes because this will alter the color. All vegan leather bags are water resistant, but not water-proof.

For our full-grain leather products, to help lengthen to life of your leather, we recommend treating it regularly with a leather conditioner. Since leather is porous, it is susceptible to rain and water damage, if not protected. We recommend protecting it with a leather wax, conditioner or product that can help waterproof your bag. For all leather products, please test in an inconspicuous spot to make sure it doesn't alter the color. For stains, we recommend using a leather cleaner. For bigger or more persistent stains, we recommend taking it to a leather specialist.

My bag is chipping

Unfortunately, over time, all vegan leather is subject to chipping, scratching or peeling. It's a common occurrence in polyurethane material in general, and considered normal wear and tear, and therefore not covered in our warranty. You can find more info about our warranty here: https://azaria.com/pages/warranty

How can I be notified when you're back in stock?

You can sign up to be notifed on the product page of any item that is out of stock.  Once it is back in stock, you will be notified by email and/or SMS depending on the consent that you have given.  Please note that signing up does not hold inventory.  We encourage customers to act fast once receiving a notification that a product is back in stock.  

Can I get my item price adjusted?

Azaria does not give out price adjustments for items that have changed price since purchased.

 

How sturdy are the bags?

We have designed our bags to have some structure, so while they have the look and feel of a soft leather backpack, each bag has just enough structure to hold its shape so that you don't have to.

How can I protect my vegan leather from scratching?

 

Vegan leather is suscpetible to scratching when in contact with other surfaces, especially sharp or rough ones.  Scratches, chips and peeling are considered normal wear and tear, and are therefore not covered under our warranty.  Please note that all vegan leather has a shelf life. It is subject to chipping and peeling with age and misuse.  We recommend keeping the product out of direct sunlight for long periods of time, and away from extreme temperatures.  Do not use a hair dryer on vegan leather as this can dry it out and cause cracking.  To prevent aging, use a vinyl conditioner such as this one.  Baby oil can also help to maintain and prevent cracking.  Only a few drops of vinyl conditioner or baby oil is necessary; wipe the entire bag every 3-6 months.  Please test in an inconspicuous spot to prevent discoloration.

 

 

Still have questions?

We'd love to hear from you. Reach out to hello@azaria.com