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Frequently Asked Questions

Need some additional information or advice on what to buy?

E-mail us with any questions or concerns at Please allow 24 hours for our team to get back to you. Our response times are weekdays 10am - 6pm PT.


How do you care for your products?
All of our materials are quite easy to care for. Please refer to our Care page for more details by the material.


Where are your products made?
We currently make all of our product in Los Angeles in our own factory for genuine hand-sewn construction by local artisans, this is how we ensure fair wage and a safe work environment.


How true are the photos on the website to the actual product?
Our bags are made from durable merino wool felt, high quality tanned leather and 24 oz duck canvas. Due to the unique natural characteristics of those materials, color inconsistencies may present themselves. We portray each of the products on our site as accurately as possible but realize that questions may still arise. If something isn't clear, please don't hesitate to contact our customer service department for support.

Returns & Exchanges

How do I return a product I bought on
Returns on regular priced items purchased at are accepted back to our factory within 30 days from the ship date and must be made through this provided link:

Returns made on regular priced goods after the 30 days will be eligible for store credit.

Restrictions apply - All face masks, clearance & FINAL SALE items are not eligible for returns or exchanges. We will not accept final sale items returned to us.

Graf Lantz is not responsible for any return shipping or handling fees. Please allow 7-10 business days for credit card refunds to appear on your statement after processing.

At this time, we can only process even exchanges. If there is an item that is more or less expensive than the one you’d like to return, please return the item and place a new order for the item you’d like instead.


How do I exchange a product I bought on
You will be issued an Instant Credit when the shipping carrier scans your return. That credit can be used to shop on the Graf Lantz site as soon as it is issued and is a great option for exchange purchases. Any value left on the instant credit after the return item is received will be automatically credited back to the payment used to make the original purchase.


Can I return something I bought at another retailer?
Sorry, we cannot accept any returns from products that were purchased from another store. Please contact them directly for any returns or exchanges!


What if I received a Gift?
You’ll be able to exchange your gift on the link below:

Please click “Returning a Gift?” on the right, beneath the “Start a Return” button.


Shipping Order Deadlines
Shipping Delays - Due to high order volumes and carrier delays with all shipping services, we’re experiencing some shipping delays. Rest assured, we’re working overtime to get packages out. If placing any new orders, we recommend expedited shipping options (if available) to prioritize your package delivery.

NOTE: If you've ordered a face mask plus other products, you may receive two separate shipments. You will be emailed both tracking numbers and should receive the items around the same time.


Do you offer free shipping?
Yes, we offer free ground shipping within the USA for all orders over $75. The shipping charges for domestic orders under $40, expedited and international orders are calculated at checkout.


How long does the shipping take?
We typically ship orders the next day (especially if it is an expedited shipping order), but processing times could be 1-3 days, or up to 5 business days during peak holiday season.


Where do you ship from?
All products are shipped from Los Angeles, California and are typically processed and shipped from our factory within 2-3 business days.


What shipping options do you offer?
Our Free Standard Shipping option (free ground shipping within the USA for orders over $40) ships UPS Surepost and can take anywhere from 1-5 days for local Los Angelenos and 5-7 days to the East Coast after your order has been fulfilled (1-3 business days). Shipping times are determined by the carrier.

You can upgrade to UPS Express (2-3 days) shipping at Checkout.

Orders are typically processed and shipped from our factory within 1-3 business days.


Can I check the status of my shipment?
A link to view the status of your shipment is in your account page as well as your shipping confirmation email. Add your cell phone number for texts with shipping updates!

International Shipping

What international countries does Graf Lantz ship to?
Graf Lantz ships to many countries internationally.

Please note that all orders ship delivery duties unpaid (DDU). All Duties, Taxes and Customs will not be included in the item price or in our shipping cost at checkout. The customer will be responsible for all duties, taxes and customs fees upon delivery. Graf Lantz is not responsible for shipping if you refuse your package from customs.

If you are looking to estimate additional costs please contact your local customs office to calculate this.


What shipping options are available?
Depends where you are shipping to!

  • Canada ships via UPS / FedEx
  • Mexico ships via UPS / FedEx
  • All other countries ship via UPS and FedEx

Rates are calculated at checkout.

Payments & Security

What sort of payments do you accept?
Graf Lantz accepts Credit Card Payments, Mobile & Digital Wallets as well as Paypal, Amazon Pay & Afterpay transactions.

  • Credit Cards: accepts the following Credit Cards: Visa, Mastercard, American Express, Discover, JCB & Diners Club. 
  • Mobile Payments & Digital Wallets : Securely shop with any of these options - Apple Pay, Shopify Pay & Google Pay. 
  • Paypal Express Checkout: Securely checkout through Paypal Express Checkout a simplified checkout experience allowing you to use your PayPal balance, bank account, or credit card to pay without sharing or entering any sensitive information on our site.
  • Amazon Pay: With Amazon Pay, you can use your Amazon account to make purchases through Please note this is NOT Amazon Prime and Amazon Prime is not available for shipping at
    • Benefits of Amazon Pay:
      • Use one account: Save yourself from keeping track of yet another login and password by using your Amazon account.
      • Breeze through checkout : Pay quickly, using the information already stored in your Amazon account. Or, use Alexa and pay by voice.
      • Shop worry-free: Amazon Pay’s checkout is secure and your eligible purchases are protected by Amazon’s A-to-z Guarantee.
      • Want to learn more? Please view their site. 
  • Afterpay: Buy what you want today, pay for it in four equal installments, interest-free.
      • Split your purchase into 4 equal installments: Pay for your purchase over 4 equal installments, due every two weeks. You’ll pay your first installment at the time of purchase, and the remainder over time.
      • Pay nothing extra when you pay on time: Afterpay is always zero interest, and there are never additional fees when you pay on time. The only fees are for late payments. We'll email your payment schedule and send notifications so there are no surprises.
      • Enjoy instant approval decision and shipment: You’ll know you’ve been approved within seconds. Orders ship as they would with any other form of payment, as quickly as you choose. Delay the pay, not your gratification.
      • Want to learn more? Please view their site.


What taxes do you apply to purchases?
We add sales tax for orders shipped within California only. Since we are based in Los Angeles, we include tax for local purchases as well. Buyers purchasing goods in other states are responsible for complying with local state tax laws.


How secure is my transaction when making a purchase on
Very. We use a triple threat of PCI compliance, HTTPS security and the Norton Shopping Guarantee to make sure your information is safe and sound.


What sort of security is present on your site?
We use a secure shopping cart and are certified Level 1 PCI DSS compliant and add a new layer of security to your online store by using HTTPS instead of HTTP. All personal information you enter will be processed through a secure server. All major credit cards and other forms of payment are accepted, a PayPal account is not necessary.


What is this icon all over your site for the Norton Shopping Guarantee? uses Norton Shopping Guarantee - free with your purchase. The Norton Shopping Guarantee is only available to merchants who have been deemed reliable after careful review. Wherever you see the Norton Shopping Guarantee seal, you can shop with confidence and your eligible purchase will be protected by the guarantees of the Norton Shopping Guarantee service offered by that Merchant.


The Norton Shopping Guarantee offers:
When you complete an eligible purchase from a Norton Shopping Guarantee merchant, you receive, at no cost to you, a 30-day Norton Shopping Guarantee that may include the following benefits. Make sure to set up your account to activate benefits!:

  • $10,000 Identity Theft Protection. If within 30 days of the date of your eligible purchase you believe your personal information has been compromised, you may claim your comprehensive identity theft coverage to safeguard your personal information. Some restrictions apply.
  • $1,000 Purchase Guarantee. If within 30 days of the date of your eligible purchase the merchant has failed to fulfill the express terms of the transaction, you may claim a reimbursement up to the lesser of the purchase price or $1,000 USD. Some restrictions apply.
  • $100 Lowest Price Guarantee. If within 30 days of the date of your eligible purchase you see the exact same product advertised on the same merchant Web site at a lower published retail price, you may claim your refund for the difference up to $100 USD. Some restrictions apply.

Coupons & Discounts

Can I use more than one coupon?
Please note discount codes cannot be combined and are not applicable to items that are already reduced in price.


Can I use a coupon on a promotion or sale item?
Unfortunately, coupons are not valid on promotional priced items or any marked down pieces.


Where can I find a coupon?
Sign up for our mailing list to get 15% off your first purchase! You should automatically receive your coupon in your inbox when you enter your email.

Our newsletter also allows you access to other promotions, sales and events so it will come in handy.

Sale Price Adjustment Policy

Do you offer price adjustments if a product I purchased goes on sale?
Graf Lantz offers a sale price adjustment on items purchased up to 10 days prior to the commencement date of a sale. Adjustments must be claimed within 10 days of sale start date.

We are unable to offer price adjustments on items originally purchased on sale, with a discount code or on any special promotion items that are temporarily reduced in price.

Please note discount codes cannot be combined and are not applicable to items that are already reduced in price.

Please email for any adjustments or inquiries!

Guarantee & Repairs

What sort of guarantee do you offer?
Our product is made with the best materials, hand sewn and finished for optimum durability. We offer a 1 year guarantee on our products, excluding our face masks. Please email us at for any questions or concerns.


I have had my Graf Lantz for over a year and need to have it repaired. How do I go about this?
Repair quotes are offered on a case by case basis. We offer very affordable repairs and strap replacements. Some pieces may not be able to be repaired because of the severity of wear. Email us at and we'll do our best to accommodate you.

Gift Box & Gift Cards

Want your entire purchase festively boxed together? For $5, you can have your order boxed and stickered and ready to be gifted. You can read more info on our Gift Boxes here.


Can I choose the sticker on the gift box?
We offer 3 decorative stickers; Peace, Love & Happy. They are assigned randomly depending on inventory and you are not able to select a specific sticker for your gift box.


Can I get my mask and mask accessories in a gift box?
Unfortunately masks and mask accessories are not eligible for gift boxes at this time.


Can I get a gift box for more than one item?
Your gift box purchase includes one box that will fit your entire order, minus any masks or mask-related items. Please reach out to our Customer Service team at if you want a gift box only for a specific item. We cannot ship multiple gift boxed items in one shipment.


Do you offer gift cards?
Yes, but they are only available as digital gift cards. You can purchase them here.

Gift cards are delivered by email and contain instructions on how to redeem them at checkout. Our gift cards have no additional processing fees.

Orders & Account

Can I check the status of my order?

You can check the status of your order on your Account page.


Can I modify an existing order?

Orders can not be edited once they are placed. If you have any questions regarding your order or making changes, email us at and we will try to accommodate if possible.


Help. I forgot my Account password.

You can reset your password here.

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