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We've compiled a few frequently asked questions from topics ranging from ordering, shipping to warranty.
The website is up all-year round, but our office staff is not. Please take note that orders and inquiries made outside the operating hours shall be attended to on the next available business day.
Monday to Friday: 10am to 6pm
Saturday: 10am to 3pm
Sunday and holidays: Closed
I just placed an order, what’s next?
If you've opted for direct bank transfer, you'll receive an email containing the bank account information. In the meantime, your order will be put on reservation for the next 2 business days.
If you've opted for credit/debit card, GCash, GrabPay, OTC channels, or other online banks, you'll either receive an email confirming the receipt or an email with further instructions for OTC channels. The instructions email will come directly from our payment provider, BUX – one of the country's premiere payment providers.
How long does it take to process an order?
We aim to process orders for dispatch within 2 business days once payment is confirmed. If you've chosen to pay using direct bank transfer, please allow more time for us to confirm the deposit. In the event of delays due to fortuitous events, you will receive an email ("A New Note") informing you about the delay.
Can I cancel or make changes to my order after it’s been submitted?
Our warehouse team is very quick to process and ship out orders. Before we begin processing your order immediately, we are unable to guarantee that an order can be modified or cancelled after it's been submitted. If the order is not yet shipped and you wish to have it modified or cancelled, do take note that certain payment fees may not be readjusted or returned. Please write us a message so we can discuss your options.
Will I be notified of the status of my order?
Absolutely! You will receive email updates of the following statuses:
Order On-Hold: Your order is pending payment to be completed via direct bank transfer
Processing: Once payment is cleared, your order is being processed by our warehouse team
Shipped: The order is dispatched
What types of payment do you accept?
Besides direct bank transfer, we accept the following payment methods:
- Credit/Debit Cards (VISA, MASTERCARD)
- Over-the-counter (7-11, Bayad Center, Cebuana, LBC, SM, and more)
How safe is your website?
Our website is SSL (secure sockets layer) certified. It's the standard technology for keeping the internet connection secure and safeguarding sensitive data that is being sent between your device and our server, preventing criminals from reading and modifying information transferred. Our payment provider, BUX, is also SSL-certified.
Disclaimer: All customers acknowledge and accept that all our courier services are operated by independent third-party companies, and we do not assume any responsibility or liability for any deficiency in the service on part of these courier companies. Further, we shall not be responsible in any manner whatsoever to orders lost in transit by accident, theft, natural calamities (an act of God) or any other reason, outside the control of, or not arising out of any willful act or default by our company.
What are the available shipping methods?
- Express: Fast and expedited delivery where goods are picked up and delivered by the courier on the same day (Metro Manila only)
- Standard: Goods picked up by the courier are routed to their central hub for sorting and delivery the following days (Nationwide)
- Request for Pickup: Option where you can choose to pick up your order either by yourself or thru a third-party service (i.e. Grab, Lalamove, etc)
Can I pickup my order?
Absolutely! Just choose "Request for Pickup" option at checkout. Please give us time to process the order and notify you when it's ready.
How do I track my order, and how long will the delivery take?
Once your order is shipped, you will be notified via email. In it you will also receive the tracking details. The shipping lead time largely depends on where you are located. Here are the available options and their estimated lead times exclusive of holidays and weekends:
- Express: Fast, expedited delivery where order, once paid and processed, are picked up and delivered on the same day by the courier
- Standard: 1-3 business days
- Pickup: If you wish to book your order for pickup, please coordinate with us
Luzon: Standard: 2-5 days
Visayas: Standard 3-7 days
Mindanao: Standard 3-9 days
Islands: Standard 4-12 days
What happens if my shipment is damaged or I have received a wrong item?
We stand behind our products and services. But we know that there are times when orders may arrived at your doorstep incorrectly, damaged, or missing an accessory. Please report any missing or product issues within 5 days once you've received the order. Please email us so we can help you. Make sure to indicate your Order ID #. Thanks.
What happens if I was not around to receive my order?
For Express (Metro Manila) delivery, we will coordinate with you to schedule which day the delivery will take place. Once we've made a booking, the delivery rider should contact you once they've arrived at your location. If for whatever reason you were not able to receive the parcel, this will result to a failed delivery, and the parcel will be returned to us with additional surcharges which will be charged to your account. We shall email you the additional cost so that you can settle this prior to the shipping re-attempt. Subsequently, you we will the option to book the pickup yourself, fee collect on your side
For Standard Shipping, the courier will re-attempt the delivery twice at no cost before tagging the delivery as "failed." Once tagged "failed," parcel will be returned to us with an additional cost charged to your account. We shall inform you via email of this additional cost so that you can settle this prior to the re-attempt. Subsequently, we will re-ship the order and provide you the update tracking information.
What happens if I sent the wrong address or contact information?
Please message us immediately so that we can check if we can still amend the shipping details.
But if the order has been shipped, then you shall bear the cost of the return and re-shipping at another date. In this case, a separate email with instructions will be sent. Should you refuse to have the order re-shipped, we would not be able to refund all the incurred shipping fees. If in case the parcel cannot be returned to us, unfortunately we will not be able to provide a refund for the order or any shipping fees.
Do you ship internationally?
We only cover warranty, if applicable, to products purchased via this website or through any of our authorized retailers.
How do I know if my claim is eligible for warranty?
Here are some guidelines to determine if your purchase is eligible for a claim:
- Product was purchased directly from this website, or via any of our listed retailers
- The nature of the problem is not related to usage abuse, wear and tear, cosmetics, or power issues
- The product and all its stitched labels have not been tampered in any way
If your product does not satisfy the above criteria, is purchased overseas or through an unauthorized retailer, we won't be able to process your claim. If you received your product as a gift, please ask the original purchaser to get in touch with us so we can verify. If you're still unsure, feel free to email us.
What is the coverage and period of your warranty?
Peak Design products come with a lifetime warranty. Take note that "lifetime" refers to the life of the specific product model in the market. At our prerogative, claims for discontinued or unavailable product models may not be warranted. All other brands come with a standard 1 calendar year warranty from the time of purchase.
- Manufacturing defects that affect the core functionality of the product
- Failures or breakages that render part or all of your product to become non-functional
Warranty does not cover:
- Cosmetic blemishes, scratches, stains, wear & tear, and the like
- Failure or breakages due to misuse, neglect, or intentional damage
- Damage or defects caused by any power source
How do I file a warranty claim?
It's very simple.
To start a warranty claim, please include the following information in your email:
- Complete name
- Mobile No.
- Complete address
- Order number / proof of purchase
- Date of purchase / Retailer name
- Product Details (Product name, model, color)
- Photos/videos showing clear evidence of the defect (full product shot, close-up photo of defect, etc.)
- A short paragraph explaining the problem
Please send the email to email@example.com with the subject line: "RF: Warranty."
Once received, give us about a week to check and get back to you.
What’s next after I file the claim?
Once you've emailed the complete information to us, please give us a week to check. We will need to access our database, and may need to also process the claim on your behalf with our principals overseas. You will receive an email once we have received an update.
If your warranty claim is approved, we shall inform you about it and ask you to send back your defective unit prior to any replacement ship out. Please take note that we may issue, at our prerogative, warranty replacements from our stock of open-box, gently-used, or refurbished items. We may also ask you to retain some components that are not related to the claim. All warranty replacements are quality-checked and certified to be clean and fully-functioning, and come with the same lifetime guarantee as your original purchase.
Do you accept returns and refunds?
What are my options after the warranty period has expired.
We are not liable for damage to cameras, equipment, clothing, or anything in your surrounding environment as a result of using any products obtained from us or our authorized retailers. We are also not liable for bodily injury to yourself or others as a result of using said products.
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