FREQUENTLY ASKED QUESTIONS (FAQ)

Last Updated: 30 April 2026
Thank you for supporting our growing brand. We’ve compiled answers to commonly asked questions about orders, shipping, support, and care for your gear.

1. 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 will send an order confirmation email your way as soon as your order is successfully placed, please take note of your order number for tracking and coordination purposes.
2. 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. As of writing our payment providers include, but are not limited to, STRIPE.
3. 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.

      In periods of overwhelming support, we may receive a processing crunch, please allow for some coordination time as we fulfil the supportive orders!

      Update: Due to the ongoing geopolitical climate, shipping freights and timelines have been inconsistent and may fluctuate due to unexpected issues. Please allow for extended shipping times when our logistics partners are coordinating your item delivery over busy shipping lanes.

   3. How can I track my order?
      We will share an email with a tracking number the moment your order leaves our hands so you can follow its journey. Please take note that the Tracking Number may not be the same as your Order Number.
   4. Who bears shipping costs?
      Customers are responsible for shipping fees and any applicable customs duties, which will be calculated at checkout. We may provide periodical shipping waivers as part of our promotional calendar (e.g. special launches, or holiday sales), so do keep a look out for promotional shipping discounts and waivers!
4. 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 in order, however 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. The valid window for raising defects is 7 days from the date of delivery, issues raised after this 7 day window shall be classified as “wear & tear” issues. You’ll handle the return shipping, and if the item is confirmed defective or incorrect, the replacement shipping is on us.

5. Products & Care
   1. Are your bags waterproof?
      Our bags are Water-Resistant, not Waterproof (…yet 😎). 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 wet (non-alcohol) wipes, and let it dry naturally at room temperature. Please avoid using alcohol wipes, as certain strengths and alcohol mixtures are corrosive and may cause damage to the bag.
6. 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!
      
7. Contact
   1. How can I contact customer support?
      We’d love to hear from you! Reach out to us at support@aeragear.com. 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!

Thank you for supporting our growing brand. We’ve compiled answers to commonly asked questions about orders, shipping, support, and your gear.