Frequently Asked Questions

Frequently Asked Questions (FAQs)

Welcome to the Mark Ryden Store Help Center. Below you’ll find answers to the most common questions about our products, shipping, payments, and policies.

ABOUT MARK RYDEN

Q1: Is Mark Ryden an official brand?

Yes. Mark Ryden is an international designer brand specializing in sleek, modern, and functional travel and tech backpacks. Our store — MarkRyden.store — is operated by Grant Networks, LLC (Delaware, USA) and serves as our official global online retail site.

Q2: How can I verify if my Mark Ryden bag is authentic?

Each genuine Mark Ryden product has a unique serial number, premium packaging, and distinctive design features. We purchase directly from authorized manufacturers and distributors.
Avoid counterfeit items sold at unusually low prices on unverified marketplaces — they are not covered by our warranty.

Q3: Do you have a physical store?

Currently, we operate online only for global fulfillment efficiency. Select authorized resellers may carry our products, but all official updates, warranties, and customer service are processed through www.markryden.store.

ORDERS & SHIPPING

Q4: How long does shipping take?

Estimated delivery times after dispatch:

  • U.S. / Canada: 7–14 business days

  • Philippines / Southeast Asia: 7–14 business days

  • Europe / UK: 7–12 business days

  • Middle East / Oceania: 10–20 business days

Processing time is usually 1–3 business days. You’ll receive a tracking link once shipped.

Q5: How do I track my order?

After your order ships, we’ll email you a tracking number.
You can also track your order anytime under My Account → Orders or using the tracking link in your confirmation email.

Q6: Where are orders shipped from?

We fulfill from multiple warehouses:

  • U.S. and European orders ship from our regional hubs.

  • Asian orders (including the Philippines) are fulfilled by our authorized logistics centers for faster clearance and lower shipping costs.

Q7: Do you ship internationally?

Yes. We ship to over 80 countries worldwide, including the U.S., Canada, Philippines, Singapore, Malaysia, Australia, and most of Europe.
If your country isn’t listed at checkout, contact us at shipping@markryden.store for assistance.

Q8: What if my package is delayed or lost?

If tracking hasn’t updated in 10 business days (domestic) or 20 business days (international), contact us.
We’ll coordinate with the courier to locate or replace your order.
All shipments are covered by our Delivery Guarantee policy.

PAYMENTS & SECURITY

Q9: What payment methods do you accept?

We accept:

  • Credit/Debit Cards: Visa, MasterCard, American Express, JCB

  • Digital Payments: PayPal, Apple Pay, Google Pay

  • Other regional options (when available): GCash, Maya, Shop Pay Installments

All payments are processed through secure SSL encryption. We never store full card details.

Q10: Are prices shown in my local currency?

Prices are displayed in your local currency based on your location. Final billing occurs in USD or your card’s currency depending on your payment provider’s conversion rate.

Q11: Is my payment information safe?

Yes. MarkRyden.store is powered by Shopify’s PCI-DSS Level 1 compliant infrastructure, the highest industry standard for payment security.

RETURNS, REFUNDS & WARRANTY

Q12: What is your return policy?

You may return most items within 14 days of delivery in original condition with tags and packaging.
See our Returns & Refunds Policy for detailed steps.

Q13: How do I request a return or exchange?

Email returns@markryden.store with your order number, product photos, and reason for return.
We’ll respond within 24–48 hours with instructions and a Return Merchandise Authorization (RMA).

Q14: Do you offer refunds?

Yes. Once we receive and inspect your returned item, we’ll issue a refund to your original payment method within 5–10 business days.
Refund timing may vary by payment provider.

Q15: What’s covered under warranty?

All Mark Ryden products come with a 12-month limited warranty covering manufacturing defects in materials or workmanship.
This does not cover wear and tear, misuse, or accidental damage.
To file a warranty claim, contact warranty@markryden.store with your order number and photos of the issue.

Q16: Can I get a replacement for a defective product?

Yes. If a product is verified defective, we’ll repair, replace, or refund it according to our Warranty Policy.
Replacements may be new or refurbished of equivalent value.

ACCOUNTS & PRIVACY

Q17: Do I need an account to order?

No, you can check out as a guest.
However, creating an account allows you to track orders, view history, save addresses, and access exclusive discounts.

Q18: How do I delete my account or personal data?

You may request full deletion of your data at any time by emailing privacy@markryden.store.
We will verify your identity and delete your account and stored information within 30 days.
See our User Data Deletion Policy for details.

Q19: How is my information protected?

We use TLS encryption, firewalled servers, and Shopify’s secure infrastructure.
For details, review our Privacy Policy.

PRODUCT INFORMATION

Q20: Are Mark Ryden bags waterproof?

Most Mark Ryden bags are made with water-resistant Oxford or PU-coated fabric, which repels light rain and splashes.
They are not fully waterproof for immersion or heavy storms unless specifically labeled “Waterproof.”

Q21: How do I clean my bag?

Use a damp cloth and mild soap.
Avoid machine washing, bleach, or heat drying to preserve coating and structure.
For full care instructions, see our Care & Cleaning Guide.

Q22: Do you offer bulk or corporate orders?

Yes. For bulk pricing or corporate branding (custom logo embroidery or gifts), contact us at sales@markryden.store.
Minimum order quantity may apply.

Q23: Do you offer student or influencer discounts?

Yes. We have a Campus Discount Program and Affiliate/Influencer Program.
Apply at Programs or email partners@markryden.store for details.

TAXES, DUTIES & CUSTOMS

Q24: Are taxes included in the price?

Prices shown generally exclude taxes and import duties.
For international shipments, your country may apply VAT, GST, or customs fees upon arrival.
These are the buyer’s responsibility unless stated otherwise during checkout.

Q25: What happens if I refuse a customs package?

If you decline to pay duties and the parcel is returned, we’ll refund the product cost minus shipping and return fees once it arrives back at our warehouse.

CONTACT & SUPPORT

Q26: How can I contact customer support?

  • Email: support@markryden.store

  • Phone: +1 (302) 206-7148

  • Business hours: Monday–Friday, 9:00 AM–6:00 PM (UTC+4 )
    We typically respond within 24 hours.

Q27: What if I need urgent help?

For urgent order updates, please reply directly to your order confirmation email with “URGENT” in the subject.
This routes your message to our priority support queue.

Q28: Where are you located?

Grant Networks, LLC
24A Trolley Square #1231, Wilmington, DE 19806, United States
This is our U.S. registered business address. Fulfillment centers operate in multiple regions for faster delivery.

STILL NEED HELP?

If your question isn’t listed here, please reach out to us anytime:
📧 support@markryden.store
We’re always happy to assist.