FREQUENTLY ASKED QUESTIONS (FAQ)

Last Updated: 09 April 2026
Got questions? We’ve got answers. Here is everything you need to know about your orders, shipping, exchanges, and our gear.

Orders
1. How do I place an order?
  Simply pick your favorite gear, add it to your cart, and breeze through the checkout process on AERAGEAR.com.
2. Can I cancel my order after placing it?
  Once your payment is confirmed and processed, our team jumps right into getting your gear ready, so we aren’t able to cancel orders at that stage.
3. Will I receive an order confirmation?
  Absolutely! We’ll send a confirmation email your way as soon as your order is successfully placed.
Payments
1. What payment methods do you accept?
  We accept all major credit cards, debit cards, and a few other easy payment methods you’ll see during checkout.
2. Is my payment information secure?
  All payments are processed through secure third-party providers that strictly adhere to industry-standard security practices to keep your details safe.
Shipping & Delivery
1. Where do you ship to?
  Right now, we only ship to Singapore (SG). But stay tuned for updates—we’re working hard to expand to a city near you soon!
2. How long does shipping take?
  Our team typically processes orders within 1–3 business days. After that, you should expect your delivery to arrive within 1.5 to 2 weeks.
3. How can I track my order?
  We’ll shoot you an email with a tracking number the moment your order leaves our hands so you can follow its journey.
4. Who bears shipping costs?
  Customers are responsible for shipping fees and any applicable customs duties, which will be calculated at checkout.
Exchanges
1. Do you offer refunds?
  Currently, all purchases are final, so we are unable to offer refunds.
2. Can I exchange my item?
  We do our best to ensure everything is perfect, but if you happen to receive a defective or incorrect item, please let us know! Exchanges are handled on a case-by-case basis for these specific situations. You’ll handle the return shipping, and if the item is confirmed defective or incorrect, the replacement shipping is on us.
Products & Care
1. Are your bags waterproof?
  Our bags are crafted from high-quality, water-resistant materials designed to easily protect your gear against light rain and everyday use.
2. Will sold-out products be restocked?
  We sometimes restock popular products, but our limited releases usually don’t make a comeback once they’re gone. Grab them while you can!
3. How should I maintain my bag?
  We designed the Aera Gear Buckle Backpack to be incredibly durable, and the materials are naturally water-resistant. We’ve seen the Buckle Backpack hold up well in sunny urban environments, but sensible care for our Vegan Leather and 600d PU synthetic fabric involves avoiding sudden high heat like saunas and open flame. If it gets a bit dirty, it’s a good idea to wipe it down with a wet cloth or some wipes, and let it dry naturally at room temperature.
Account & Membership
1. How do I register an account?
  You can easily set up an account over at AERAGEAR.com. Please refer to our T&Cs and Privacy Policy for more details.
2. What if I forget my password?
  No worries at all. Just click the “Forgot Password” link on the login page to reset your password securely.
3. How do I delete my account?
  If you’d like to say goodbye, just drop us an email at support@aeragear.com. We’ll permanently delete your account and data, including your order history. Any active orders will still be processed unless cancelled beforehand. Keep in mind that deleted accounts cannot be restored!
Contact
1. How can I contact customer support?
  We’d love to hear from you! Reach out to us at support@aeragear.com (mailto). Or fill in the form at (contact us page).
  Our working hours are Monday to Friday, 10:00 AM to 7:00 PM (SG time).
  And don’t worry—you’ll always be talking to a real human on our team, never an AI bot!