Customer Service

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199607462R

 

 

 

 

 

 

 

 

Exchange Policy 

  • All sales items are final. We are unable to accept returns/exchanges for discounted items.

  • All shipping expenses (including free local shipping service) are paid for by the customer and are non-refundable unless the reason for return is due to an error by Manhattan Portage.
  • All merchandise must be returned unused, unworn, and unwashed (Condition of the merchandise is at the discretion of Manhattan Portage)
  • Items damaged during shipping will not be eligible for exchange.
  • Original tag must be left on for returned merchandise.
  • Items must be accompanied by the sales or gift receipt.
  • If any of the above conditions do not apply, merchandise cannot be exchanged.

To Exchange  

  • Please include your order number and the original sales or gift receipt and enclose these with the package.
  • Items can only be exchanged once.
  • Return the original package with the product to the following address:

Manhattan Portage Singapore

Attn: MPSG ONLINE DEPT
10 Ubi Crescent 
#06-61 Ubi Techpark
Singapore 408564
Email: onlineorders@manhattanportage.sg

  • We recommend using Qxpress or another shipping agent with tracking service to return any packages as Manhattan Portage is not responsible for any lost items.

International Customers

  • The exchange policy above only applies to orders shipped within Singapore. For international orders, we are unable to provide returns/exchanges at this time.

Exchange: Expenses for shipping back the return item(s) must be paid for by the customer, unless the reason for the return or exchange is due to an error by Manhattan Portage Singapore. However, Manhattan Portage Singapore will cover costs for shipping the exchange item to you, except if the shipment requires special handling that may incur additional fees. The difference in the current retail value of the return and exchange item will either be charged or refunded. Exchange items will be shipped out from out warehouse within 7 business days of our receipt of the return package, unless the exchange item requested is out of stock.

Return/ Cancellation of order: For cancellation orders, there will be a 5% Paypal refund fee incurred on the purchase price to be deducted upon refund. For returned orders, there will be a 5% Paypal fee plus 5% restock fee to be deducted from the entire price of the purchase before a refund is made. Refunds will only be made to the credit card/PayPal account to which the initial order was charged, unless an original gift receipt is provided. Your card/PayPal account will be credited within 7-14 business days of our receipt of the return item.

Limited Lifetime Warranty

Portage Worldwide Inc. offers a limited lifetime warranty on all products that use CORDURA® brand fabric, purchased from authorized dealers against manufacturing defects. This does not cover individual components, damage caused by improper care, or the natural breakdown of material through extended use (such as broken buckles, fabric abrasion, zipper wear, and foam breakdown). Any intentional modification to your bag such as machine washing/drying, dry cleaning, or removal of the brand label will void all warranty. If you believe your item is defective, email us at warranty@manhattanportage.sg .

All other products, including Vinyl, Waxed canvas, Limited Edition, and specialty items are covered under a 1 year limited warranty. Damage to prints on bags do not qualify for warranty, except if the print was damaged upon initial receipt of the item. Defects on the body of printed bags are covered under our usual warranty policy.

Products returned for warranty service will be qualified for replacement at the discretion of Portage Worldwide Inc. Defective items will be replaced with an item of the same style and color if available, or a similar product of equal or greater value otherwise.

Please note that the Limited Lifetime Warranty posted here applies for goods purchased in Singapore or from manhattanPortage.sg only. The warranty policy on Manhattan Portage goods may vary based on locality.

Repair Service

We offer repair service base on the following guideline:

LOCAL BAG (with proof of purchase from authorized reseller)

1ST YEAR:

Admin Charges: Free

Labor: Quote as per service

2ND YEAR ONWARDS:

Admin charges: SGD 40

Labor: Quote as per service

Drop us an email at warranty@manhattanportage.sg and provide the following information:

1/ Detail of your bag purchased and proof of purchase if any

2/ Name of the bag or photo of your bag

3/ Photos of the PO Number inside your bag 

4/ Photos of the area which need to repair 

We will look into this and get back to you soon

Return Address 

Once we have accepted your exchange or repair request, you can proceed to return your bag to the below address:

PAVALON INTERNATIONAL PTE LTD

10 UBI CRESCENT

#06-61 UBI TECHPARK, LOBBY D

SINGAPORE 408564

Tel: (65) 68422991 

Please ONLY USE DOOR TO DOOR delivery service and email us the details of your returned parcel stating the tracking number and pickup date. We recommend to use Qxpress QX NEXT DAY delivery service however you can still engage any courier service of your choice at your convenience. 

Qxpress QX NEXT DAY delivery service

https://www.qoo10.sg/gmkt.inc/Order/ClickAndDelivery.aspx

You should pack the product(s) for return securely in their original packaging, such as a cardboard box or polymailer with bubble wrap, to protect them from any damage when they are shipped back to Manhattan Portage. If the original packaging is damaged, you may use your own packaging for the return parcel. 

Manhattan Portage will not be liable for any damage caused to your return parcel due to improper packaging.
 
Due to the recent escalation of the Covid-19 Situation in Singapore, we have been advised by the relevant government authorities to implement stricter guidelines on safe distancing and also purposeful actions to stem the spread of the Covid-19 virus and it’s variants.
 
As such, we seek your understanding that we do not accept any walk-in inquiries or exchange at our office until further notice.

OVERSEAS BAG 

Manhattan Portage only comes with local warranty.

We do not cover warranty or provide any repair service, spare parts replacement which is sold outside Singapore.

 

ADDITIONAL INFORMATION

We do not provide any service for bags which are not genuine, imitation, counterfeit or purchased from unknown sources or unauthorized channel.

How do I clean and take care of my Cordura Nylon bag?

  • Normal soil may be removed with spray cleaner or detergent and water. DO NOT BLEACH.
  • Oil or grease should first be treated with a dry cleaning solvent, followed by a spray cleaner or detergent and water.
  • Do not machine wash/ machine dry your bag.
  • Do not have your bag dry cleaned.
  • Never force a zipper to close an over-packed bag.

How do I clean and take care of my Waxed Canvas bag?

  • TRY water first with a slight brushing or scrubbing.
  • USE a little bar soap or flaked soap or Saddle soap, only if necessary, on specified areas only. Sometimes a small amount of ammonia will help.
  • NEVER use detergent – liquid or powdered.
  • NEVER dry clean as the powerful environmentally damaging chlorinated solvents will remove the finish.
  • SPARINGLY apply Waxwear refinishing ointment – little heat from a hair dryer always helps.

How do I clean my Vinyl bag?

  • Use a sponge with soapy water to clean off any dirt or mild scuffs on your bag.

How long do your bags last?

Manhattan Portage bags are extremely durable, as they combine the finest materials (1000D Cordura Nylon by Invista, YKK zippers, Delrin buckles, etc.) with impeccable construction. We use these more expensive materials so that your Manhattan Portage bag will keep up with your life, and not need replacing for many years to come. Depending on how you treat your Manhattan Portage bag, you will keep it anywhere from 5 to 15 years. Some of our customers have kept their bags for over 20 years, but you may want a new color by then!

What if something still goes wrong with the bag I just bought?

Although a manufacturing defect is a rare occurrence, mistakes can happen from time to time when bags are hand-sewn and manufactured in large quantities. So this is why we have a Limited Lifetime Warranty against manufacturing defects in place for the whole MP product line, just in case. If something goes wrong with your Manhattan Portage bag after you buy it and if this is due to a manufacturing defect, we will take responsibility and replace it free of charge. Please check our Warranty section on this page for further details.

Tracking number is available via email with door to door delivery service. Our representative will contact you (via email) for the best time to dispatch your order once it is ready.

Is it possible to purchase by walk-in?

We do not accept walk-ins at the moment.

Is it possible to self-collect after I make an online purchase?

Self-collection is not available for all online orders.

How can I change my order after it has been placed?

We aim to ship your bags within 3 working days. To cancel or change an order, you can contact us by email at onlineorders@manhattanportage.sg with your order number, last name, and specific changes that you want to be made. Please make sure the subject line reads ‘Change Order’

What methods of payment do you accept?

ManhattanPortage.sg use Paypal as payment gateway. Paypal accept
* Visa
* MasterCard
* American Express

Why is my credit card declined?

Sometimes, international customers (i.e. customers who are not located in Singapore) might have problems completing your orders due to credit card address verification. If you have trouble placing your order please email us at onlineorders@manhattanportage.sg. Sorry for the inconvenience.

How can I sell your bags in my store?

Please contact b2b@manhattanportage.sg. For more information please see wholesale section.

Where are your bags made now?

While several bag components we use are still made in the USA (Waxwear Fabric, Cordura yarns from Invista and A Grade Leather for our newly launched Token line at: www.tokenbags.com), most of our production facilities are now located in Taiwan.

We visit our Taiwanese factories on a regular basis to ensure superior quality, detailed craftsmanship and ethical working conditions. Like our hard working staff in New York, our factories in Taiwan employ teams of hardworking and experienced craftspeople who earn better living wages than other factories located in Southeast Asia.

We still design our entire line of bags in New York City, and regardless of where MP bags are manufactured we are committed to maintaining the quality and integrity of our products, as well as maintaining a consistent supply chain and delivery time. Equally important is our pledge to provide consumers with the best possible quality and value at reasonable prices, which is unfortunately no longer possible if the bags were still to be made in the USA.

Important Notes

Shipping to PO Boxes is not available.

No deliveries to Sentosa, Jurong Island and Military Areas with restricted access.

All orders will be shipped from Monday to Friday, excluding public holidays.

Shipping Time

Once you’ve placed your order, it will take approximately 1-3 working days to reach you.

Shipping Cost

Free shipping on all orders! 

Important Notes

Duties, customs or taxes are NOT included. Please consult your local customs office for more details about duties and taxes.

Courier services 

3 Working Days Priority delivery service is only available from Singapore to certain areas in KL, Petaling Jaya, Shah Alam, Puchong, Subang Jaya.

Parcels will be delivered between 8am to 8pm on Monday -Sunday.

We’ll send you an email with the tracking details as soon as your parcel is collected by the courier in Singapore.

Shipping to PO Boxes or military addresses is not available.

Delivery times are estimated and do not include processing time of 24 to 72 hours (72 hours for orders submitted on Fridays).

Shipping Cost

 

Service Start from
    
Courier services 

S$13.00

(RM 44)

    

 

Important Notes

 

Duties, customs or taxes are NOT included. Please consult your local customs office for more details about duties and taxes.

NO Exchanges or Refunds for International Customers.

Shipping to PO Boxes or military addresses is not available.

Delivery times are estimated and do not include processing time of 24 to 72 hours (72 hours for orders submitted on Fridays).

International

  Start from
  Delivery Time  
International S$30.00 3-5 Business Days