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Frequently Asked Questions

TL;DR If you have a question, comment, or concern email Patrick@wearheylow.com.

I’ll get back to you as soon as I can. 

Customer Service

Hi all! Patrick here. In every practical sense, I am Extended Forms. I work with partners to develop, produce, and, yes, even market the work I do here, but, beyond that, it’s just me. 

All I ask is that you keep that in mind. I don’t have the resources of big companies. I don’t have a full time customer service team. I’m just a guy sitting in his home office trying to make a living by helping people. 

I’m not going to be working at all times. I take weekends off and I take regular vacations. I know it sucks to have to wait for a response. Just try to be patient. Unless I lose your email to a rogue spam filter, I'll get back to you. I promise.

My goal is to provide the the best service possible while maintaining a healthy lifestyle. I know that’s not what you’re used to, but that’s the point. My goal is to create a more healthy and sustainable model for both makers and those that they serve.

Shipping

Orders Ship Tuesdays and Fridays

For now, I’m the guy who processes, packages, and ships every order. I do this to start the day on Tuesdays and Fridays, unless I’m on vacation or out of the office for some reason. If that happens, I’ll do my best to let you know ahead of time.

Why don’t I ship every day? Honestly, it’s time consuming and keeps me from doing the other things that are necessary to make this project work. So, this seems like a healthy compromise that won’t force me to waste gas making multiple trips to the Post Office every day. 

US Orders Only

I only ship to customers located in the United States. I have nothing against the rest of the world, I just don’t have the bandwidth to manage the extra costs and time required to manage international shipping. It’s a huge pain in the ass.

“Free" shipping using USPS ground

We offer free USPS shipping to anyone in the United States. Well it’s not free. It never is. I’ve just built it into the cost of our products so you know what you’re paying upfront, unless you live in Virginia and have to pay sales tax. Sorry, but our local governments need all the help they can get right now. 

Please keep in mind that USPS is erratic and has terrible tracking. When you place an order, I’ll send you the tracking information. I can honestly tell you I won’t have any more information than you do. My attempts to learn more will be just as fruitless and frustrating as yours. 

Expedited Shipping with UPS and DHL

I also offer faster shipping options using UPS and DHL. If you choose one of those options, you’ll pay only the difference between standard USPS shipping and the cost of the expedited service. Even with these options, I’m only shipping to the US.

If you need your bag by a certain day or you just want the piece of mind of knowing where your order is and when it will arrive with a high level of certainty, expedited shipping is the way to go.

Returns

Due to the limited edition nature of our products, returns and refunds will be reviewed on a case by case basis. While I don’t have a specific guideline, I can only accept returns for products that haven’t been used. 

If you want to return something after you take something out of the package to inspect it, try it on, and take a walk around the block that’s probably cool with me. If you want to test it on a trip, a day at work, or whatever people do for fun in a pandemic, I’m probably not going to be able to accept a return on that. 

My Guarantee

Together, we can make it right

The products I make here are the closest thing to a prototype that you’ve ever purchased. I only sell products that are made well and use really high quality components. They are still not the same as a product made by the thousands. These are experiments. 

That doesn’t mean I don’t stand behind what I make here. I design the products I sell so that they will last as long as possible. No matter what I do, some products will fail before their time comes. If that happens email me at Hello@extendedforms.com and I will do my best to make it right.

With that being said, the limited edition nature of some Extended Forms products will make it impossible for me to replace one if it is defective. Once our limited edition products sell out, they will never be made again. If that’s the case, I’ll work with you to find a mutually agreeable solution that works for everyone. To do that, I’ll need your help.

To be more specific, if you have a problem that’s caused by craftsmanship or material defects, I’ll do what I can to make it right. I inspect every product before I ship it to you, but I may miss things. If you notice a defect, let me know as soon as possible. 

What I can’t cover

I can’t cover every single issue you may have with one of our products, because I can’t control what you do with them. To get the most out of products I sell, you’ll have to treat them with care and respect. 

 So, that means my guarantee can’t cover damages caused by normal wear and tear. That includes damage to zippers, buckles, and fabrics that happen under normal conditions. All fabrics are can fade, rip, or pill with extended use. These are not defects.

Some of the materials I use, like Dyneema, wear a little differently than you may be used to. It creases like paper and develops a patina over time like leather. In my opinion, that’s a good thing, but it’s not for everyone. 

In general if you have a question or concern, just email me and I’ll do my best to help.

Repairs

If you need something repaired, check out Rainy Pass Repair. We partnered with them while I was working for Tortuga and I’m recommending them here because they helped save the day for some of our customers. I hope they can do the same for you. 

 

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