Frequently Asked Questions
To help you make your decision, we have answered your most popular questions here:
Shipping Questions
When will I receive my order?
Most items will generally head out the next business day. The shipping timeline will appear throughout the process if the item is a pre-order. We try our best to keep you in the loop upon color selection, checkout, and on your email receipt.
What domestic shipping services do you use?
Within the US, we offer to ship through either USPS or FedEx. Options range from free, first-class, overnight shipping for an additional fee. We use FedEx for our fastest options. It’s worth noting; that they have multiple services under the “Overnight” umbrella. The FedEx options offered on the side do not include weekend shipping.
Do you ship internationally? Will you send it to my country?
We do! We Ship FedEx in 5-7 days and have low flat rates or free international shipping based on products.
What about international import costs and Value Added Taxes (VAT)?
Please remember that most countries require you to pay import taxes for goods shipping from the USA. Remember that thing Ben Franklin said? Taxes are one of the certainties in life, and there’s no (legal) way to get around those taxes. These can vary from state to state and even from neighborhood to neighborhood. We let you know about these upon checkout, and it may be worth looking into what your local government charges to avoid surprises. Also, we cannot mark our cases as a "gift" or lower the value declared.
General Questions
Are your products made by hand?
Yes! Every one of our products is made by hand. We work closely with very skilled artisans in bookbindery and leather goods. You'll note that the signature of the craftsman who made that bag is present on some of our iPhone cases and our leather bags. This is why we proudly say, “Durable goods, artisan-made.”
What is full-grain leather?
Full-grain leather is the pinnacle of what leather can be. We use it to craft our bags, accessories, and cases. Full-grain leather is sturdy enough to give structure, yet, it is luxuriously soft to the touch. It has yet to be manipulated, sanding it down and thinning the hide. This might make a perfect textured leather, called top-grain, but it could be more durable. Full Grain Leather preserves the leather hide's total thickness and keeps our products from wearing out.
Why Does The Leather Color Vary So Much?
Full-grain American leather is the very best in the world. We love its beautiful appearance, durability, and it's unique characteristics. Unlike top-grain or genuine leather, which is far cheaper to produce, full-grain leather has a broader variance in color to create depth in the leather. This depth of color is extraordinary to behold and part of the unique beauty of our quality leather goods. Please note that our Whiskey leather can vary from a light scotch to a deep bourbon, and our Chestnut leathers can vary from a dark brownish red to an intense red.
How do I care for my leather products?
The best way to care for full-grain leather is to use it with your hands, as natural oils condition the leather. We recommend using our Leather Balm or Leather Cleaning Kit to refresh your leather or reduce some marks. We formulated them to refresh, rehydrate, and weatherproof your leather as it ages. For the ultimate leather TLC, check out our Leather Care article!
What is Buckram Linen?
Harkening back to the age of scholarly endeavors, we use a unique cloth material woven to become incredibly strong and durable. The Contega Series, both the Linen and the Thin, stemmed from a love of traditional hardbound books and their bookbinderies. This Buckram linen is used in the Library of Congress to craft these cases; it preserves the longevity of the MacBook or iPad and feels fantastic in hand.
How do I care for my bookbindery case?
Your P&Q case will wear like an old book if it is treated as the device inside, with common sense and care. We ask that the case is not left in hot cars, exposed to frigid temperatures, used as a dog toy, exposed to a toddler's curiosity, or any other activity that the device carries could not live through. For cleaning, use a slightly damp cloth over the binding material. If you spill liquid on the case, use a wet cloth to clean the affected area. Over time-binding material will wear like a favorite book, especially on the edges and creases...Impermanence is the cost and beauty of an actual book.
Why was I charged at the time of checkout for my pre-order?
The funds you put toward your item are funneled right into making them. We want to let you know that we strive to communicate any changes to your pre-order date that may happen. Please visit our pre-order policy and contact us with any questions.
Warranty
What is the 100% Satisfaction Guarantee & 30-Day Money-Back Promise?
Benjamin Franklin once said, "In this world, nothing can be said to be certain- except for death and taxes." Well, there is a third thing he didn’t mention, and that’s our guarantee. For the first 30 days, if you are not 100% satisfied with your Pad & Quill item, no matter why, send it back in like-new condition for a refund.
We cannot extend this guarantee to personalized cases; those are built just for you. No one else quite has your impeccable taste.
What does the Leather Bag and Desk Accessories 25-year leather warranty include?
Leather endures. Like Washington's soldiers at Valley Forge, leather marches despite adverse conditions. Know what else is unrelenting? Our leather bags and Desk Accessories. You'll depend on these items for 25 years. We will back you up as long as the product is used under normal conditions and for the purpose intended. We'll make it right if one of these items fails due to a manufacturing defect during the two and a half decades.
What is covered by the 10-year wallet warranty and 2-year Apple Accessories warranty?
The average man carries his wallet for seven years, but Pad & Quill's wallets are so beautifully resilient that you'll want to take it for at least a decade. Therefore, we guarantee that our full-grain leather wallets will be your faithful companion for ten years. We will have your back if anything happens over the next decade due to a manufacturing defect.
Our leather iPad, iPhone, Macbook cases and leather bands can have the same resiliency. If any of these items fail due to manufacturing issues within two years, we will make it right!
What is "normal wear and tear"?
Normal wear and tear is the natural breakdown of natural materials over a long period of regular use. Once your item has gotten enough mileage, you may notice some scuffs, indents, or a slight change in color near crucial stress points. As with any well-made item, this can happen throughout a lifetime of service and is not a failure in craftsmanship. It's a celebration of it! Your item will see many adventures and will begin to show off that unique story.
All of our customers have different needs and uses. Therefore, the wear and tear on their PQ items vary. Proper care, such as cleaning and oiling your leather, following product guidelines, and rewaxing the canvas, will help extend the life of your Pad and Quill item. If your Pad and Quill item is gleaming with the pride of a lifetime of use, we sincerely hope you'll consider purchasing a replacement from us.
What isn’t covered?
Our warranty covers faults in materials and artistry but does not apply if the damage is caused by unreasonable use or neglect, everyday wear and tear, or if you’ve changed your mind a couple of years down the road. Likewise, fluctuating fit, abuse of the product, performing MacGyver-like edits, and disregard for the product care instructions are not covered. It’s why we are sure to mention “within normal parameters.”
Check below to see if you match any of these profiles. If so, your product has an excellent story to tell, but it's not covered:
- The Super Stuffer: Our wallets are full-grain leather and have parachute-grade stitching. It's pretty hard to rip the seam, but it isn't impossible. Each wallet is designed to hold a specific amount of cards. That means about 1-2 cards per slot for our iPhone cases. Respect the stitch!
- The Modifier: Putting rivets in our bags or custom stitch patches is incredible, honestly. But it does void the warranty.
- The Accident-Prone Klutz: Spilled paint on the product? Dropped it from the roof of a skyscraper? Fell into the ocean? You have a great story to tell new friends.
- The Deep Sea Diver: You might think swimming with our leather goods is a great idea, but it's not. Leather is water-resistant but dries out and cracks if it sees too much water. Remember, our leather balm/oil is your friend for the coming decades.
- The Preference Changer: If you no longer like this color, upgraded to a new device, it looked at you funny, whatever the reason… If it's not in new condition and within 30 days from the ship date, we recommend you gift it and become a legend to one of your friends.
- The Daredevil: You beat your PQ product hard. You put it into significant jiu-jitsu holds, which gets the living life pounded out. Let's call all that scarring marks of glory…but not covered under our warranty.
- The Screen Shatterer: Our cases are very protective and protect from rare device fatalities. If anything happens to your device, please reach out to Apple directly to get it repaired.
How do warranty repairs work?
Here at Pad and Quill, we know that you work hard and play hard, and we will do our best to get you back into the groove of things. All repairs must be sent in and approved by our repair team. Please visit our "Returns, Repairs, and Changes" section to get the ball rolling.
Please let us know if you have any questions about your item and its warranty.
Leather Bags & Wallets
How do I care for my bag?
The number one way is to use it! The usage and handling of full-grain leather will naturally soften the leather. The leather comes fully tanned, oiled, and weatherproof. If you want to recondition it and reduce scratches or markings, we recommend using our leather balm and leather cleaner kit specially formulated to rehydrate, refresh, and weatherproof your leather as it ages. To show your leather some love, please visit our leather care article!
Our premium Twill Waxed canvas is water-resistant and will wear for many years. You should refresh your canvas about every couple of years. Treating it to some of our canvas wax will help keep it supple and vibrant. It brings back the original waxing and works wonderfully.
Why do I see markings on my leather?
That is the nature of our American full-grain leather, it will incorporate the natural life of the herd, and it’s life with you. These markings tell the story of your bag and wallet. If you don’t like marks to show, we suggest opting for our Galloper Black color. Also, you can reduce the ‘story’ acquired on your item by a generous treatment with our high-quality leather oil and cleaner. We love the results with our rugged bags and well-loved wallets.
What is the warranty on your bags & wallets?
Your PQ wallet is covered for the next decade and your bag for the next quarter-century. Seriously. Our bags and wallets are built to last...and last...and then some. They are made from the best leather, hardware, and thread. Our craftsmen and women create each item with honed precision. We warranty that craftsmanship for the years to come. We will back you up if the product is used under normal conditions. To see what makes an item ineligible for our warranty, visit our Warranty Section.
iPhone Cases
What does your warranty cover on your iPhone cases?
Our leather iPhone cases and wallets are warrantied for two years. If there is an issue, contact us, and we’ll get your case fixed under warranty! We’ll repair or replace it and return it to you on our dime. All you have to do is ensure it arrives safely in our warehouse. For more information, see our Warranty Section.
What is the break-in period for my case?
We love break-in periods around here. The ugliest your case will ever be is the first day you get it; that’s our honest belief. The beauty comes from using it, breaking it in, and telling your story. American Full Grain leathers are stiff. Really Stiff. This is due to the quality of the leather and how it was carefully tanned at our factory. Your iPhone case will initially need to break in with usage. You can accelerate the break-in period by applying our Pad & Quill leather balm/oil.
Why are there markings on my case?
Natural leather will incorporate the life of the hide, and it can vary. The marks you might see are veins, proof of a tousle in the herd, or even a freckle.
How can I make sure my case has/doesn’t have marks?
Markings are a gorgeous component of full-grain leather and make each piece unique. It’s a bit of a lottery for markings on our cases; some have more, some have less. The leather-loving community celebrates markings. Some people love markings, and some don’t. If you would like to reduce those markings, we recommend our leather balm and kit. These products will help buff any marks and nourish the leather. Not liking your case even after balm? Please do reach out to us. We'll do our best to make it right.
iPad Cases
Does your iPad cases provide protection?
Yes! Although we cannot guarantee the protection of your iPad in our case, we're confident you will find our line of iPad cases to provide excellent damage protection. Plus, our design is so close to an actual book that it's like an old-world cloaking device, deterring thieves.
What does your iPad case warranty cover?
Our leather iPad cases are warrantied for two years. We will back you up as long as the product is used under normal conditions and for the purpose intended. We think you'll find the leather robust for many years.
How does the case hold the iPad in place?
Most of our cases use a clean-release, reusable adhesive that is incredibly strong. Simply apply the clean iPad onto the specially formulated adhesive, and head out. It really is that easy, and it really is that amazing. Some of our cases use an array of magnets to secure the iPad in place.
How do I know if my iPad fits your case?
Each product page lists the iPad devices that fit in the case shown. Please note, each generation of iPad generally requires a unique case. Unsure of which iPad you have? Give your model number a quick Google.
MacBook Cases
Do your cases provide protection?
Yes! Although we cannot warranty the laptop itself, we're confident you will find that our cases provide excellent drop protection. Our cases even have built-in theft-deterrence, since their design is so close to the vintage portfolios of old.
How do I know if your case will fit my laptop?
Each product page lists the exact Macbook devices and year models that fit the product shown. If you’re unsure, give your model number a quick Google. It will help confirm which laptop you’ve got, and help you in the search for a case! Your MacBook may have different dimensions than previous generations, even if they share the same name. Apple's naming system can be hard to parse at times and our CS team would be thrilled to chat all things MacBook.
If you’ve got a non-Apple laptop, things get a bit more interesting. Each of our cases has the exact dimensions listed. You can take a look at them and determine if they’d be a good fit. It’s always worth giving it a shot, especially with our stellar return policy. Also, if it fits, let us know! We love hearing success stories. We tip our hats to you, intrepid laptop explorers.
How does the Cartella Slim or Aria Case hold onto my MacBook?
The Cartella Slim and/or Aria cases for MacBook uses our specially designed 3M residue-free secure-locking adhesive that holds thousands of MacBooks, iPhones, and iPads in place. It is designed to be reused and reattached multiple times, but will never let your MacBook go... until you want it to. We use them daily and it’s awesome.
What does your warranty cover on your MacBook cases?
Our book bound Linen Buckram MacBook cases are warrantied for 1 year. With proper care, they will last many more. We will back you up as long as the product is used under normal conditions and for the purpose intended. All our MacBook cases offer a free lifetime wood repair and/or strap repair service as well! What does your warranty cover on your MacBook sleeves?
Our leather MacBook Valet Bags are warrantied for 25 years. We will back you up.
Apple Watch Bands & Accessories
What is the warranty on your Apple Watch bands?
Our leather Apple Watch Bands are warrantied for 2 years. They are stitched by artisans who have received an heirloom of information. They have inherited techniques immune to modern flimsiness, and craft with old-world techniques. We warranty that craftsmanship for decades. We will back you up as long as the product is used under normal conditions and for the purpose intended. We aren't able to warranty against "character" in your band. This includes sweat, water, and grease stains.
Are your Apple Watch bands waterproof?
Our full-grain leather bands are designed as fine pieces of leather artwork. Like any fine leather item, the bands are naturally water-resistant but are in no way waterproof. With that said, if your band is exposed to water or sweat we highly recommend you condition the bands with our leather balm after the leather dries.
Will your band work with my Apple Watch?
Great question! We offer a band for every generation of Apple Watch. Please carefully check that our bands will work for your specific Apple Watch, or feel free to run your selection by our CS team. They'll be happy to point you in the right direction.
Returns, Repairs, and Changes
How do I contact you?
We’d be happy to hear from you! You can contact us at sayhello@padandquill.com at any time and we get back to you as soon as possible. Please note: war drums, smoke signals, or carrier pigeons will have a delayed response time of 6-8 years.
How do I return my product?
We’re sorry to hear it didn’t work out but are happy to help! Please get in touch so that our PQ Guru's can take care of you, and approve your order for a return. Items that haven’t been processed, are ineligible for returns and will be sent back to you. Just a heads up, we aren’t able to cover any return shipping fees.
How do I get my product repaired?
We’d love to get your item in for a little TLC. Please reach out to our CS team to get an approval and repair form. This will ensure your product gets the care it needs and can find its way home to you. All repairs must be sent in and approved by our repair team. We aren’t able to cover shipping into us, but we will fix up your item and ship it back to you for free!
Most repairs take 1-2 weeks. Due to their intricacy and depending on the in-depth nature of the repair, a bag repair takes approximately 4-6 weeks. We know it's hard to part from your beloved PQ item, but we will do our very best to get your item shipshape in a timely manner.
Do you offer exchanges?
We aren't able to process exchanges. We would be happy to get your like-new item back in for store credit, as long as it's within the 30-day window. In this case, we suggest opting for store credit, it's days faster than a refund. Simply contact one of our PQ Guru’s and we will take care of you. Let them know by emailing SayHello@padandquill.com
Can I edit my order?
After the order has been placed, we aren't able to edit your order. Customer service would be happy to help process a cancellation and place your new order. However, we offer free First Class shipping on our domestic orders, so feel free to swing by and pick up any accessories you may have your eye on!
How do I cancel my order?
Please let us know as soon as you’ve arrived at your decision. Typically, orders can be canceled within the first 24 hours but not always. Please select 'Return' button for reason and our gurus will attempt to spot the cancelation and arrange it as soon as possible. For even faster service, include your order number in the note as well! It's a big help to the team and gets your cancellation in process. Once the carrier has picked an order up for shipment, orders can no longer be canceled.
Privacy & Security
Your payment and personal information are always safe. Our Secure Sockets Layer (SSL) security is the leading industry standard and among the best available today for secure commerce transactions. It encrypts all of your personal information, including credit card number, name, and address. This information cannot be read over the internet.
We respect and are committed to protecting your privacy. We may collect personally identifiable information when you visit our site. We also automatically receive and record information on our server logs from your browser including your IP address, cookie information, and the page(s) you visited. We will not sell your personally identifiable information to anyone, ever.