Customer Service

Please follow the links below for our most commonly asked questions. If you cannot find your answer from the links or rather just ask us directly, you can reach us at (212)925-1085 (Mon-Fri: 9:30am - 5:30pm EST), or open up a new ticket. Once you open a ticket our customer service representative will get back to you as soon as possible.

Return/Exchange

+ How to Return and Exchange
+ Read Policy
+ Read Policy
+ How to Return and Exchange

Instructions on how to return items

You must fill out the return/exchange form that is included in the package.
Include the fully filled out form and the original sales or gift receipt in your return package. If a sales receipt was otherwise lost, print out the order information from your account on the website you purchased our products on, and include it in the return shipment.
Ship the return package to the following address:

Portage Worldwide Inc
Attn: Online Department
110 Greene St, Suite 700
New York, NY 10012
Tel: (212) 925-1085
Email: onlineorders@manhattanportage.com


Costs and Credits

Return:We will refund the entire price of the bag including taxes (if applicable), but not shipping costs. Refunds will only be made to the credit card account to which the initial order was charged, unless an original gift receipts provided. Your card will be credited within 7 business days of our receipt of the return item. Items not returned in like new condition will be subject to a 15% restocking fee.

Return and Exchange Policy

  • Returns only NO Exchanges. If you would like to exchange your product, please place an order for the product you would like and simply return your original order.
  • All items (excluding promotional items) can be returned within 30 days of the shipping date for a refund of the price of the bag including taxes.
  • Clearance and sale items are final sale; no refunds!
  • All complementary items must also be returned with the purchase items.
  • All shipping expenses 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).
  • Original tag must be left on for returned merchandise or included with package otherwise 15% restocking fee will be charged.
  • Items must be accompanied by the sales or gift receipt and Return/Exchange form.
  • If any of the above conditions do not apply, merchandise cannot be returned.
  • For store pickup items they will be treated as an online order so unfortunately the store will not be able to process your refund on the spot. You may return the item to the store to be processed for refund once it gets back to our warehouse.

How To Return

  • You must fill out the return form that is included in the package.
  • Include the fully filled out form and the original sales or gift receipt in your return package. If a sales receipt was otherwise lost, print out the order information from your account on the website you purchased our products on, and include it in the return shipment.
  • Send your return to the following address:

COSTS AND CREDITS

  • Return: We will refund the entire price of the bag including taxes (if applicable), but not shipping costs. Refunds will only be made to the credit card account to which the initial order was charged, unless an original gift receipts provided. Your card will be credited within 7 business days of our receipt of the return item. Items not returned in like new condition will be subject to a 15% restocking fee.

International Customers

  • Due to certain weight limitations, there may be a shipping surcharge added to your total amount for parcels of 5 pounds or more. Additionally, in some instances there may be a shipping surcharge of $20 for certain geographical areas. This is nothing that we personally issue; rather, this is a mandatory surcharge from our shipping company.
  • Unfortunately, we cannot accept a non-US issued credit card for orders shipping within the United States. If you are living abroad and you would like to purchase a bag shipping domestically as a gift, you are always welcome to purchase a credit card gift card like the ones offered by American Express, Visa, or MasterCard.
  • All custom fees and local taxes are to be paid by the customer upon delivery of the package and Manhattan Portage is not responsible for the accrued charges. Total amount paid by international customers to Manhattan Portage does include the cost of the bag and shipping, but it does not include customs fees and local taxes. Please consult your local customs office for more details about duties and taxes.

Shipping Information

+ International Shipping
+ Canada
+ USA Shipping
+ USA Shipping
+ Canada
+ International Shipping

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.
  • Some shipping surcharges may apply for some geographical areas and/or for packages of more than 5 pounds. In that case, we will let you know by e-mail upon receiving your order.
  • Portage World-Wide Inc. reserves the right to limit all orders made on ManhattanPortage.com to 5 bags or less made in one 3 month period. If you would like to purchase more than this, please contact our sales department directly (sales@manhattanportage.com).
  • Due to very high shipping cost for all other countries not listed below, please send us the information of your order and payment to onlineorders@manhattanportage.com and we will contact you on the next business day regarding the shipping cost.

Group A

Belgium, France, Germany, Hong Kong, Ireland, Japan, Luxembourg, Netherlands, Singapore, South Korea, Taiwan, United Kingdom

Group B

Austria, Denmark, Finland, Greece, Norway, Portugal, Spain, Sweden, Switzerland

Group C

Australia, Italy, New Zealand

GroupCost for first itemAddt'l cost per itemDelivery time
A $60.00 $5.00 5-7 BUSINESS DAYS
B $65.00 $5.00 5-7 BUSINESS DAYS
C $70.00 $5.00 5-7 BUSINESS DAYS
Group A
Cost for first item $60.00
Addt'l cost per item $5.00
Delivery time 5-7 BUSINESS DAYS
Group B
Cost for first item $65.00
Addt'l cost per item $5.00
Delivery time 5-7 BUSINESS DAYS
Group C
Cost for first item $70.00
Addt'l cost per item $5.00
Delivery time 5-7 BUSINESS DAYS
  • For customers in Western and Eastern European countries, please place orders here;
  • For customers in Mainland China, please place orders here;
  • For customers in Singapore, Malaysia and Thailand, please place orders here.

Important Notes

  • Duties, customs and taxes are included in the shipping cost below.
  • No weekend delivery.
  • Shipping to PO Boxes or military APO/FPO 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 after 3 PM).

Shipping Cost

Group A (Canada Provinces): Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Prince Edward Island, Quebec, Saskatchewan

Service for Canada ProvincesCost for first itemAddt'l cost per itemDelivery time
Standard $32.00 $4.00 5-7 BUSINESS DAYS
Worldwide Express $52.00 $5.00 2 BUSINESS DAYS
Service for Canada TerritoriesCost for first itemAddt'l cost per itemDelivery time
Standard $100.00 $4.00 7-12 BUSINESS DAYS
Worldwide Express $120.00 $5.00 3-7 BUSINESS DAYS
Service Standard
Cost for first item $32.00
Addt'l cost per item $4.00
Delivery time 5-7 BUSINESS DAYS
Service Worldwide Express
Cost for first item $52.00
Addt'l cost per item $5.00
Delivery time 2 BUSINESS DAYS
Service for Canada Territories Standard
Cost for first item $100.00
Addt'l cost per item $4.00
Delivery time 7-12 BUSINESS DAYS
Service for Canada Territories Worldwide Express
Cost for first item $120.00
Addt'l cost per item $5.00
Delivery time 3-7 BUSINESS DAYS

Important Notes

  • Shipping to military APO/FPO addresses is not available
  • We use UPS, FedEx, and USPS
  • You will be automatically e-mailed a tracking number for your package
  • Delivery times are estimated
  • For Same Day Shipping within Manhattan (Up to 125th street), if the order is placed before 1 pm on a business day (Mon-Fri), delivery will be made on the same day, otherwise on the next business day. The recipient of the package must be available to receive the package upon delivery, or additional handling fee may apply
  • For In Store Pickup- Free Pickup In Store, please do not go to the store before you receive the “ready to pick up” email. Once you get the email your order is ready for pickup. Please allow up to 24-72 hours for the confirmation email. Store pickup orders can only be fulfilled Monday to Friday same day if the order is placed before 1 pm EST

Shipping Cost

ServiceCost for first itemAddt'l cost per itemDelivery time
Standard $9.95 $3.00 4-6 BUSINESS DAYS
3 DAY SELECT $15.00 $3.00 3 BUSINESS DAYS
2ND DAY AIR $25.00 $3.00 2 BUSINESS DAYS
SAME DAY W/IN MANHATTAN
(UP TO 125th STREET)
$18.00 $3.00 1 BUSINESS DAY
Service for Alaska /
Hawaii / Puerto Rico
Cost for first itemAddt'l cost per itemDelivery time
2nd DAY AIR $35.00 $5.00 2 BUSINESS DAYS
Service Standard
Cost for first item $9.95
Addt'l cost per item $3.00
Delivery time 4-6 BUSINESS DAYS
Service 3 DAY SELECT
Cost for first item $15.00
Addt'l cost per item $3.00
Delivery time 3 BUSINESS DAYS
Service 2ND DAY AIR
Cost for first item $25.00
Addt'l cost per item $3.00
Delivery time 2 BUSINESS DAYS
Service SAME DAY W/IN MANHATTAN
(UP TO 125th STREET)
Cost for first item $18.00
Addt'l cost per item $3.00
Delivery time 1 BUSINESS DAY
Service for Alaska /
Hawaii / Puerto Rico
2nd DAY AIR
Cost for first item $35.00
Addt'l cost per item $5.00
Delivery time 2 BUSINESS DAYS

Bag Care & Registration

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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 offer a warranty against manufacturing defects. 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 repair or replace it. Please check our Warranty section on this page for further details.

Warranty

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USA/Canada

Portage Worldwide Inc. offers a Limited Lifetime Warranty against manufacturing defects on all products that use CORDURA® brand fabric, purchased from authorized dealers to the original user/purchaser of the product. This warranty 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/dying, dry cleaning, or removal of the brand label will void all warranty. If you believe your item is defective, please fill out and submit our online warranty request form, or mail us directly at warranty@manhattanportage.com.

Repairs due to normal wear, accident, negligence or improper care will be repaired at a $15 charge

Products returned for warranty service will be qualified for replacement at the discretion of Portage Worldwide Inc or its local distributor. 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. It is important that you save the original receipt and do not remove any sewn-in labels inside or outside the bag so we can verify the authenticity of the bag and be able to process your warranty claim.

Please note that this limited Lifetime Warranty posted here applies for residents of the United States/Canada only. This warranty gives you specific legal rights, and you may also have other rights which vary from state to state. Some states do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you.

European Union

Portage Worldwide Inc. offers a Limited Lifetime Warranty against manufacturing defects on all products that use CORDURA® brand fabric, purchased from authorized dealers to the original user/purchaser of the product. This warranty 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/dying, dry cleaning, or removal of the brand label will void all warranty. If you believe your item is defective, please fill out and submit our online warranty request form, or mail us directly at warranty@manhattanportage.com.

All the products including Vinyl, Waxed Canvas, Limited Edition, and specialty items are covered under a 2-year limited warranty. Damage to prints on bags does 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 or its local distributor. 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. It is important that you save the original receipt and do not remove any sewn-in labels inside or outside the bag so we can verify the authenticity of the bag and be able to process your warranty claim.

Please note that this limited Lifetime Warranty posted here applies for residents of the European Union only. The warranty policy on Manhattan Portage goods may vary on your country of residence where local policies apply. This warranty gives you specific legal rights, and you may also have other rights which vary from country to country.

All Other Territories

The warranty policy on Manhattan Portage goods may vary based on locality. For additional details please contact the distributor in your country of residency.

If you are unsure where to submit your warranty inquiry, we can direct you to the right place. Please send an e-mail to warranty@manhattanportage.com and someone will get back to you as soon as possible.

Order Tracking

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Please enter your UPS tracking number here:

Please enter your FedEx tracking number here:

Frequently Asked Questions

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

    We aim to ship your bags within 24 hours.

  2. To cancel or change an order.

    you can contact us by email at onlineorders@manhattanportage.com or call our corporate office at (212) 925.1085 ext.100 with your order number, last name, and specific changes that you want to be made. Please make sure the subject line reads 'Change Order'

  3. What methods of payment do you accept?

    * Visa * MasterCard * American Express

  4. Why is my credit card declined?

    Sometimes, international customers (i.e. customers who are not located in the United States) might have problems completing your orders due to credit card address verification. If you have trouble placing your order please call us at 212-925-1085, fax us at 212-925-1057 or email us at onlineorders@manhattanportage.com. Sorry for the inconvenience.

  5. Why does it look like my credit card was charged multiple times?

    ManhattanPortage.com uses a payment gateway, which places an authorization on the credit card you submit for payment. An authorization is a verification which assures that the funds to be charged are available on the card, and holds these funds for a short period of time. Once we physically ship your Manhattan Portage product, we capture the authorization, and the charge is put through. If you tried to place your order multiple times because our system was having trouble verifying your credit card, an authorization (but NOT a charge) may have been placed on your card temporarily holding the funds. This authorization will expire automatically in 3-5 business days; however, if you need the funds available immediately, please email us at onlineorders@manhattanportage.com and we will void the authorization.

  6. How can I sell your bags in my store?

    Please contact sales@manhattanportage.com or call (212) 925-1085. For more information please see wholesale section.

  7. 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.

Related Information

All orders place before 1PM EST will be processed to the best of our abilities to be shipped out the same day.

If you have any questions, please call 1-212-925-1085, or contact us here

Customer Service regular hours:
Monday thru Friday 9:30 am - 5:30 pm EST

You may also e-mail us at onlineorders@manhattanportage.com