All orders will take 1-3 business days to process and pack for shipment.

We usually dispatch orders within 2 working days. Delivery times vary based on selected service and destination. Regular post ranges from 3 to 28 working days depending on the shipping address.

We offer express delivery to most locations with tracking available. Express shipping is generally 1–3 working days within the US and anywhere from 2–10 working days internationally.

International orders may be subject to import duties and taxes, which are applied once a shipment reaches your country.

Pioneer will not be responsible for any customs and duties charged to a customer. If you’d like to find out more please email support@pioneercarry.com

If your product is faulty, or we sent you an incorrect order by mistake, send it back to us within 30 days of delivery for a refund.

If you simply changed your mind or wish to return an unwanted gift, please contact support@pioneercarry.com as we would love to help you exchange or refund your purchase if returned within 30 days of delivery. Return shipping isn't covered and refunds need to be sent to the original purchaser's method of payment. All items must be returned in original condition and in the original packaging.

We will happily help you process an exchange within 30 days of delivery and will provide you with a free return label. The item will need to be returned to us in its original condition with packaging intact. Please reach out to support@pioneercarry.com to make the switch.

Contact support@pioneercarry.com within 12-24 hours of placing your order. Be sure to include any relevant information like order number, or address information. That way we should hopefully catch your order before it ships. If you miss this window, wait for the package to arrive and reach out once you have seen the product and decided you truly don't want what you ordered.

All express shipped orders can be tracked online. However, not all regular shipments have this option. You can find your tracking number two ways:

1. Check the shipping confirmation email we sent you (this should arrive in your inbox within 48 hours of purchase). The email will contain a tracking link if there’s one available.

2. If that doesn’t work (sometimes tracking is slow to update and courier sites often have tracing issues): Email support@pioneercarry.com and quote your order number/customer reference number.

Tracking and delivery notices are VERY often inaccurate. Please allow a day or two after a package is marker delivered for it to show up. 99% of the time the package shows up within 2 days.

If your order doesn’t arrive within the maximum estimated timeframe we’ll send out a replacement. Simply email us at support@pioneercarry.com

MILLION MILE LIFETIME GUARANTEE

Pioneer engineered premium bags and offers a premium customer service experience. Our guarantee covers the failure of materials or workmanship, including defects, discovered through normal wear. Items with defects in materials and workmanship will be replaced or repaired at our discretion for the practical lifetime of the product. 

Excessive wear and tear, animal damage, abuse, misuse or neglect is not covered by our warranty. We also can't guarantee against accidents or damage incurred as a result of repairs, modifications or alterations done by a third party We are a small hands-on company so expect a conversation with the designer and engineer about your issue. We take any issues very seriously as an opportunity to improve for the next production cycle. Start the conversation by emailing support@pioneercarry.com

ELIGIBILITY

Our warranty is available to all customers, both in the United States and internationally, as long as they possess an order number from our website or valid proof of purchase from our international authorized retailers. This policy applies to the original purchaser or original gift recipient. Warranties are not transferable.

WHAT IS COVERED

We stand by the quality of our products and guarantee that they will be free from defects in materials and workmanship. This includes issues such as: •Broken zippers •Stitching or seam defects •Material flaws affecting functionality

Please use sensible judgment when assessing whether your product is likely to be covered under the warranty policy—it may simply be time to replace it or your local shoe repair could do it quicker with less shippingWe reserve the right to refuse warranty claims that do not meet the specified criteria.

Our warranty does not cover: Normal wear and tear due to regular use, including the natural breakdown of colors and materials, UV degradation, rips, tears, punctures, abrasion. Accidental damage, misuse, or improper care. Damage caused by third-party repairs or modifications. Cosmetic issues that do not affect functionality. Any bag purchased from unauthorized dealers or second-hand sources. Removable accessories like luggage tag or handle wraps. 

PRACTICAL LIFETIME

Of course, wear and tear is a part of all well-travelled bags. However, materials will eventually fade or deteriorate and moving parts will wear out. We will cover your product until such time as we deem the product to be worn out and beyond a reasonable repair.  In the event that you have taken your product to its limit and it is showing rips or tears, materials are thin or faded or the zippers no longer function we will take this into consideration when assessing your warranty request.  

We design our products for long term durability. If you feel your Pioneer wallet is not meeting these expectations, please feel free to reach out for product support at support@pioneercarry.com.

Your wallet or accessory (anything that is not a backpack) is supported for up to 3 years. All products are warranted to the original owner against manufacturing defects in materials and workmanship. Your item may be subject to inspection by our team at Pioneer.

To begin a warranty request, please submit your request along with images of the issue and the original order number from pioneercarry.com to support@pioneercarry.com 

If you purchased a Pioneer product from a retailer please contact that retailer.