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Frequently Asked Questions
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The padded laptop compartment for the Transform Tote and Transform Tote Air Edition will fit standard 15" laptops with the longest length 14.4" and under.
The padded laptop compartment for the Minimalist Carryall Air Edition will fit standard 13" laptops with the longest length 12.75" and under.
Your order will be processed and shipped out within 2 business days (unless noted otherwise on the product page). Once your order is shipped, you will receive an e-mail with tracking information to the e-mail address linked to your purchase. Please allow 3-7 business days after the shipping date for arrival.
Please provide a safe and secure delivery address as we're not responsible for stolen or lost packages. Please note that order details such as items ordered or shipping address cannot be modified once order is submitted. If you require rerouting of your package once shipped, please contact the courier directly.
We offer free ground shipping on orders over $95 to any destination within the contiguous United States.
For orders under $95, we offer standard ground shipping for $5.
Hawaii and Alaska: We offer shipping on select products starting at $10.
We offer flat-rate shipping (from $30 to Canada and from $60 to other international destinations) via DHL, USPS, or UPS to select international destinations (see below). Your order will be processed and shipped out within 2 business days.
Once your order is shipped, you will receive an e-mail with tracking information to the e-mail address linked to your purchase. Please allow 6-10 business days for arrival.
Please note that order details such as items ordered or shipping address cannot be modified once order is submitted. If you require rerouting of your package once shipped, please contact the courier directlyWhere do you ship to?
We ship to the following international destinations. If you don't see your country listed here, email us at hello@pondla.com and we'd be happy to assist you.
Austria
Australia
Belgium
Canada
Denmark
Finland
France
Germany
Hong Kong
Iceland
Ireland
Italy
Japan
Netherlands
Norway
Poland
Portugal
Singapore
South Korea
Spain
Sweden
Switzerland
Thailand
United Kingdom
If you live outside of the United States, you will be required to pay any applicable VAT, GST, custom duties, or other taxes that are due upon or after delivery. Please note that customs policies vary from country to country, so please check with your local custom authority for more information.
Some international shipments may, from time to time, be subject to cross border inspections by customs authorities. Some countries are slower with customs than others, and we're sorry that we can't help to get your package through faster.
We accept returns of new, unused, unwashed, unaltered, and undamaged products within 30 days from the date of of original purchase. Products must be returned in their original condition, including all packaging, hardware protectors, dust bags, and original hangtags attached.
Warehouse Sale and Final Sale items are not eligible for return, exchange or credit without exception and merchandise is sold as is.
Handbag Returns Guideline
We welcome you to try out your new bag in the comforts of your own home. Test pack it with your laptop, keys, water bottle, and any other daily essentials you bring with you. And feel free to try out all the wear modes and play dress up with some outfits in front of your mirror. If you're still deciding if the bag is right for you, please do not remove any hardware protectors as they protect against accidental scratches, and also please leave the original hangtags attached. This will help to ensure that if you decide to return your bag, it will still be in its original new and unused condition as required by our return policy.
How do I return my order?
To initiate a return, please click on link here. We will reply to your return request within 1-3 business days and provide return instructions and authorization.
You are responsible for return shipping and we will provide the return shipping address once the return request has been approved.
Are returns free?
We do not charge a return fee.
We will process your refund within 10-15 business days of receiving your return. Please note that refunds do not include any shipping or handling charges. Your refund will be credited to the original form of payment used for the original purchase.
We reserve the right to deny a refund if a return does not meet our requirements, i.e. product is found to be damaged, shows signs of wear, hang tags are not attached, etc. If your return does not meet our requirements, it will be sent back to you at your expense and a refund will not be issued, or at our sole discretion, we will accept your return and deduct a 35% restocking fee from your refund.
We appreciate your business and understand that occasionally, circumstances may arise where you wish to exchange a purchased item. While we strive to provide the best possible customer experience, we regret to inform you that, at this time, we are unable to accommodate exchanges.
Thank you for choosing POND Los Angeles for your recent purchase. We understand that circumstances may arise, leading you to consider canceling your order. If your order has not been shipped yet, there is a chance it can be canceled. To initiate an order cancellation request, please email us at hello@pondla.com.
Please be aware that our customer support operates from Monday through Friday, 9 am to 5 pm PST. Any cancellation requests received outside of these hours may not be processed in time to prevent the shipment of your order.
In the event that your order is eligible for cancellation, we want to inform you that a $5 cancellation fee will apply. This fee is necessary due to the non-refundable charges imposed on us by our credit card processor. While we strive to keep our cancellation fees as minimal as possible, this helps cover the costs associated with processing credit card transactions, even when an order is canceled.