FAQ's

How do I clean my Boken bag?

Because our bags are water resistant, wiping down the bag with a clean damp cloth or a wipe will usually do the trick. If the mess is more heavy duty, machine wash as instructed below:

  1. Close all the velcro pockets (zipper pockets may remain open).
  2. Remove the messenger strap and tuck the backpack straps into the rear pocket.  Make sure the velcro closure is closed!
  3. We recommend washing your Boken flipped inside out to get to all of those nooks and crannies!
  4. Wash alone in a gentle, cold or warm wash cycle
  5. Hang or lay flat to dry.  Do not put the bag in the dryer!

How can I contact customer service?

We're here to help!  If you have any questions, comments or concerns, you can contact us at info@bokenessentials.com. And please, be nice to our reps, as we all work very hard to provide the best service and product for you and your family!  We strive to answer all customer service e-mails within 24 hours, Monday through Friday, 9a-5p PST. Please note that we reserve evenings and weekends for family time.  Your email is very important to us, and we promise to get back to you as soon as we can!  Thank you for your patience!

I ordered a Boken! Will I be able to track my package?

Yes. When you place your order, you will get an email confirmation with your order number and a tracking number. We ship all packages USPS Priority, which takes approximately 2-3 business days, so you will be using you Boken in no time!

We ship all International orders USPS Priority, with a flat $10 shipping charge. For these types of orders, the tracking information will only work until the package leaves the United States. If you live overseas, and would like to pay for an alternate shipping option, please contact us at info@bokenessentials.com.

Do you ship internationally? Why do I have to pay to pick up my package? Can you declare it as a gift?

We do! We ship worldwide. Please note, international orders cannot be declared as a gift - this is illegal and a federal offense in the United States. When ordering merchandise from another country, you are required to pay customs to bring that item into the country. It is your country’s sales tax, and we have to follow those rules.  Thanks for your understanding!

Just in case - what is your return policy? 

Change your mind?  No worries!  Unused products may be returned within 14 days. Just be sure that it is repackaged with the detachable messenger strap, diaper pad and documentation that were included when you received it. This will ensure that you can avoid a $10 restocking fee/item which will be deducted from your refund. Please email info@bokenessentials.com to notify us and to obtain a shipping address. You as the buyer will be responsible for return shipping.

Can I exchange my bag? 

Unused products may be exchanged within 14 days. Just be sure that it is repackaged with the detachable messenger strap, diaper pad and documentation that were included when you received it. This will ensure that you can avoid a $10 restocking fee/item which will be deducted from your refund. Please email info@bokenessentials.com to notify us and to obtain a shipping address. You’ll be responsible for return shipping as well as the shipping charges on the new product.

Is there a warranty or guarantee on my bag?

Boken Essentials takes great pride in the quality of our products. We are pleased to offer a one year warranty guarantee. In the unlikely event that you experience a defect in materials or workmanship, please send: a photo of the issue on your bag, a copy of the proof of purchase (order number, original receipt, packing slip, or credit card statement) and your contact information to info@bokenessentials.com. We will reply to all emails quickly! This warranty does not cover damage resulting from wear and tear, misuse, mis-washing, abuse or damage caused by common carriers. We will also be unable to provide a warranty without a proof of purchase. Like any product, your Boken bag will wear over time with normal usage. 

What happened to my favorite color?! It’s still listed on the website, but shows up as out of stock. Should I wait for it?

Send us an email. We often have some extra product in stock, and sometimes we can accommodate special requests. We often introduce new colors, which means we swap out some of our existing colors. Follow us on Facebook or Instagram to see our latest and greatest collection!

I love the Boken bag, but my kid is getting bigger and I’m thinking about the duffle bag – do you offer any discounts for repeat customers?

If you send us a picture of you and your Boken for use on our Instagram or Facebook page, we will send you a code for 10% off on any of our other styles!

Any plans for new products?

Watch our Facebook and Instagram for all Boken news!