Frequently Asked Questions
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Shipping & Delivery
Is shipping free?
No. Shipping costs are calculated at checkout based on your delivery location, selected shipping method and, where applicable, the weight of your order.
How quickly will my order be processed?
Most orders are processed and shipped within 24 hours, Monday through Friday.
Orders placed on weekends or public holidays will begin processing on the next business day.
How long does delivery take within the United States?
Typical delivery times are:
Standard Shipping: approximately 2–5 business days
The exact shipping cost and estimated delivery window will be displayed at checkout.
How much does shipping cost?
Shipping rates are calculated at checkout. The price may vary depending on your delivery address, shipping method and order weight.
For example, a standard shipping rate may appear as a calculated amount such as $7.32, rather than one fixed rate for every order.
Do you ship to Alaska and Hawaii?
Yes. Shipping to Alaska and Hawaii starts at $15.
Because these locations are considered remote destinations, the final shipping rate is calculated based on the weight of your order and will be shown at checkout.
Do delivery estimates include processing time?
No. Delivery estimates begin after your order has been processed and shipped.
Most orders leave our facility within 24 hours, Monday through Friday.
Do you ship from the United States?
Yes. Orders are shipped from our U.S. fulfilment facilities in New Jersey and Los Angeles, California.
We are proud to work with U.S.-based fulfilment and logistics partners, supporting American businesses and jobs while providing reliable delivery to our customers.
Will I receive tracking information?
Yes. Once your order ships, you will receive a shipping confirmation email with your tracking details.
Please allow some time for the carrier’s tracking information to update.
What should I do if my package has not arrived?
Review your tracking information first. You should also check around your property and ask household members or neighbours whether they accepted the package.
If your order has not arrived within 10 business days after the estimated delivery date, contact us at support@the-foldie.com with your order number and shipping address.
Orders & Tracking
Can I change or cancel my order?
If your order hasn’t shipped yet, we may be able to update or cancel it. Please contact us as soon as possible.
Once an order ships, it can no longer be changed — but you’re always covered by our return policy.
My order hasn’t arrived — what should I do?
Start by checking your tracking link (sent by email once your order ships). If your package appears delayed or stuck, reach out to us and we’ll take care of it.
I received the wrong item — what now?
We’re so sorry about that. Please contact us with your order number and a photo of what you received — we’ll make it right as quickly as possible.
Returns & Exchanges
What is your return policy?
We offer 60-day returns on all orders.
How do I start a return or exchange?
Just contact our support team with your order number and we’ll guide you through the next steps.
Do you cover return shipping?
Return shipping is the responsibility of the customer.
We provide a prepaid return label, and a flat $8 fee per returned item will be deducted from your refund.
Can I exchange for a different product or color?
Yes — we’ll do our best to accommodate exchanges depending on availability. Contact us and we’ll help you get it sorted.
Warranty & Product Guarantee
Is there a warranty on Foldie® products?
Yes. Every Foldie® product comes with a 2-year warranty covering manufacturing defects, including zippers, stitching, and hardware.
What is not covered under warranty?
Our warranty does not cover normal wear and tear, accidental damage, misuse, or modifications.
If you’re unsure, feel free to reach out — we’re always happy to help.
How do I submit a warranty claim?
Contact us with your order number, a short description of the issue, and a photo. We’ll review it and get back to you as quickly as possible.
Product Care & Materials
How do I clean my Foldie® bag?
Most Foldie® bags can be machine washed on a gentle cycle. We recommend air drying to keep your bag in its best condition.
For small marks, spot cleaning is often enough.
Are Foldie® products water-resistant?
Yes. Our bags are made with a water-repellent polyester blend to help protect your essentials.
Are your materials vegan and cruelty-free?
Yes — our materials are vegan and cruelty-free, with no animal-derived components.
Payment & Discounts
What payment methods do you accept?
We accept major credit cards, PayPal, Apple Pay, Google Pay, and other secure payment methods depending on your location.
All payments are encrypted and processed securely.
Can I use multiple discount codes?
Discount codes cannot be combined — only one code can be applied per order.
Do you offer gift cards?
Yes. We offer digital gift cards in multiple denominations.
General Questions
Are Foldie® bags carry-on approved?
Yes. Foldie® bags are designed to meet most airline carry-on requirements, and many customers use them as a personal item that fits under the seat.
Where is Foldie® based?
Foldie® is headquartered in Belgium near Brussels, with team members and partners across the U.S., U.K., Australia, and Asia.