CUSTOMER SERVICE - FAQ
Welcome to Bag Lady from Philadelphia! We're here to help make your shopping experience simple, clear, and enjoyable.
Below you'll find answers to common questions about our products, orders, shipping, returns, and customer service. If you need additional assistance, please contact us. We're happy to help.
ABOUT BAG LADY FROM PHILADELPHIA
Is Bag Lady from Philadelphia a physical store?
Bag Lady from Philadelphia is an online-only retailer. We do not currently have a walk-in retail showroom. You can browse our collections and place orders directly through our website.
Where do your products come from?
We offer a selection of luggage, handbags, backpacks, leather goods, and travel accessories from various brands and suppliers. We also work with fulfillment partners, and some products ship directly from those partners.
Will my entire order arrive in one package?
Not necessarily. If your order includes products fulfilled from different locations, items may arrive in separate packages and on different dates. Separate tracking numbers may be provided when available.
ORDERS AND PAYMENTS
Can I cancel or change my order?
Please contact us as soon as possible if you need to cancel an order or make a change. Because orders may enter fulfillment quickly, we cannot guarantee that cancellations or changes can be made after an order is submitted.
What payment methods do you accept?
Available payment methods are displayed at checkout. Please review the options provided when placing your order.
How can I ask a question about my order?
Email us at YourTravelShop@BagLadyfromPhilly.com. Please include your order number and the email address used at checkout so we can assist you more efficiently.
SHIPPING AND DELIVERY
How long does shipping take?
Processing and delivery times depend on the product and fulfillment partner. Please review the estimated processing and delivery times displayed on the product page or provided during checkout.
Personalized and made-to-order products may require additional processing time.
Why hasn't my tracking information updated?
Tracking information may take some time to appear or update after a shipping label is created. If your tracking information has not updated after a reasonable period, please contact us with your order number.
Can products from the same order arrive on different dates?
Yes. Products may ship separately from different fulfillment locations. Each shipment may have its own tracking number and delivery date.
What if my order is delayed?
Delivery estimates are not guaranteed arrival dates. Carrier disruptions, severe weather, holidays, and fulfillment delays can affect delivery. If your order appears to be significantly delayed, please contact us so we can help you review its status.
How can I track my order?
Use the Order Tracking link on our website and the tracking information provided after your order ships. If you need help locating your tracking details, contact customer service with your order number.
RETURNS AND REFUNDS
What is your return policy?
Eligible items may be returned within 30 days of delivery, subject to the conditions in our Refund & Return Policy. Items generally must be unused and in their original condition. Please review the full policy before requesting a return.
Who pays for return shipping?
For eligible change-of-mind returns, customers are generally responsible for return shipping costs. If an item arrives damaged, defective, or incorrect, please contact us for assistance with the next steps.
How do I request a return?
Email YourTravelShop@BagLadyfromPhilly.com with your order number and the reason for your return. Please wait for return instructions before sending an item back.
When will I receive my refund?
Returned items may need to be received and inspected before a refund is processed. Once your return is approved, refund processing and the time it takes for funds to appear in your account may vary. Please refer to our Refund & Return Policy for complete details.
What should I do if my item arrives damaged, defective, or incorrect?
Please contact us as soon as possible. Include your order number, a description of the issue, and clear photographs of the item and packaging when applicable. We'll review the information and explain the next steps.
What should I do if my order is marked as delivered but I haven't received it?
First, check around your delivery location, including your porch, side door, mailbox, or other designated delivery areas. You may also wish to check with household members or neighbors to see if someone accepted the package on your behalf.
If you still cannot locate your order, please contact us at YourTravelShop@BagLadyfromPhilly.com with your order number. We'll help you review the tracking information and determine the next appropriate steps.
Please contact us as soon as possible so we can assist you.
Can I return a personalized item?
Personalized and made-to-order products may have different return restrictions. Please review the individual product listing and our Refund & Return Policy before ordering. If you have questions, contact us before making your purchase.
CONTACT AND CUSTOMER SUPPORT
How can I contact Bag Lady from Philadelphia?
You can reach our customer-service team at:
Email: YourTravelShop@BagLadyfromPhilly.com
We aim to respond to inquiries within 1–2 business days.
For order-related questions, please include your order number and the email address used when placing your order.
Still have questions?
We're here to help. Visit our Contact page to send us a message, and we'll do our best to assist you.
Thank you for shopping with Bag Lady from Philadelphia. We appreciate your business and the opportunity to help you find bags and travel essentials for your journey.
