FAQs
Q. I haven’t received an order confirmation email.
A. Please check your spam folder. If you still can’t find your confirmation, then please contact [email protected]. We will check that we have the correct email address and re-send the email.
Q. I paid by PayPal, but I don’t know if payment has been completed.
A. PayPal can sometimes end your buying session without completing the purchase. If you were not taken back to a confirmation page on our site, then your order has probably not been processed. Please check your PayPal account to see if payment has been sent. If you don’t see a payment from your PayPal account to The Hatchbag Company, please contact [email protected] to confirm that we have received your order.
Q. I don’t know if my credit card payment was successful.
A. Our website will inform you if your order was successful, or if payment has failed. However, if you haven’t seen either of these messages, please contact [email protected] to confirm that we have received your order.
Q. I would like to return my order.
A. In most cases, you will have 14 days from the day you received your order to inform us that you intend to return it. You can only return your order to us if it has not been used; if you have used the product, you cannot return it to us. After you have informed us of your intention to return your order, you will have another 14 days to ship it back to us at your own cost.
If it has been longer than 14 days since you received the item, or if you have used the product, we will be unable to accept the items for return.
Please see terms and conditions for full details.
Q. Does the liner come with a warranty?
A. All our liners are covered by a 12-month manufacturer's warranty. If your liner becomes damaged due to a manufacturing defect during this time, we will repair or replace the liner. Please note, this does not cover fair use/wear and tear. Please see terms and conditions for full details.
Q. How do I know it is safe to make a payment online?
A. All our payments are processed by a secure payment provider (either Braintree or PayPal). These are two of the largest payment processing providers in the world, trusted by thousands of e-commerce websites.
We also do not store any details relating to your payments, so in the very unlikely event that our website was breached, there would be no payment information to be found. You can rest assured that security is a top priority at Hatchbag, and we will always do everything we can to keep your information safe.
Q. Where can I leave feedback/review your products? (Where can I see reviews about your product?)
A. Here at Hatchbag, all feedback is welcomed. If you want to get in touch with us directly, you can send your feedback to [email protected].
If you would like to leave a review for others to see, we ask you to do this on our preferred review platform Ekomi, Google or Facebook. All these platforms are impartial, and we have no editorial control, so the reviews you see are genuine and unfiltered.
Q. Your liner covers the power outlet in my cargo area/your liner covers the vents in my cargo area, etc.
A. Our liners are designed to offer complete protection for your vehicle’s cargo area. In order to do this, it is often necessary to cover features such as power outlets, internal lights and vents. If you require access to one or more of these features while the cargo liner is in place, please take a look at our blog entry explaining how you can do this. https://www.hatchbag.us/blog/cutting-openings-into-cargo-liner/
Q. What is the difference between a Standard, a Rear Plus and a Rear Split? (What is a bumper flap/headrest cover/liftgate cover?)
A. Please see our set of videos, which show each feature available for our liners. If you still have any questions about specific features of our cargo liners, please contact [email protected]
Q. I need more Velcro/My Velcro has come unstuck.
A. You can find replacement Velcro in the accessories section of our website.
Q. I need to order multiple liners for my company fleet, is there a bulk/trade discount?
A. All trade/bulk orders are handled on a case-by-case basis. If you require multiple cargo liners, please contact [email protected] even if your vehicle is not listed. If the order is large enough, we can discuss whether we are able to design a new pattern for your vehicles.
Q. Do I need a Tar Remover? Can you supply it with your installation kit?
A. If your installation instructions involve sticking Velcro adhesive pads onto the plastic or metal trim of your vehicle, we highly recommend that you clean them with a Tar Remover first. This petroleum-based cleaner will remove traces of silicone from the trim. Silicone is applied during manufacture, and is a component of many detailing products. If there are any traces of silicone on the trim, the Velcro will not stick. Tar Removers are available from Amazon and other auto supply stores. Due to the hazardous nature of the product, we are unable to ship any Tar Remover directly to our customers.
Q. What are the manufacturing lead times?
A. All our liners are manufactured to order and are not carried or sold from stock. Our manufacturing lead times do vary, and the most up-to-date lead times are shown at the bottom of the product page.
Q. How many colors do you offer? Can I have a custom color?
A. We currently offer seven colors: black, gray, red, blue, orange, pink and brown.
We do not offer any other colors at this time, However, we do offer two-tone liners using two of the above colors. There will be an additional charge for this service. Please contact [email protected] for a price.
Q. Why has my order been declined?
A. The most common reason for an order being declined is a problem with payment. If you are unsure if your payment has been accepted, or if you receive an email letting you know that payment has been declined, please email [email protected] and we will look into your problem.
Q. Do I receive installation instructions with my liner?
A. Yes, we send installation instructions and an installation kit with your liner. In the meantime, if you want to view the instructions, you can download them from your vehicle’s page on our website.
Q. Does the price include sales tax?
A. Yes, all prices on www.hatchbag.us include sales tax.
Q. Does the price include shipping costs?
A. Shipping within the US and Canadad is free.
Q. What are the transportation lead times?
A. All transportation costs and lead times can be found on our Delivery and Returns page. These are also given during the checkout process.
Q. Can I track my package?
A. All our liners are shipped via courier, offering full tracking service with updates throughout the shipping process. You will receive an email from us when your order is shipped, this will include a reference number and a link to the courier’s tracking site, and from here you can track your shipment.
If you have provided your cell phone number, the shipper will also send you a text on the day of delivery letting you know what time they will deliver.
Q. How is the liner packed?
A. Our liners and Cargo Mats are folded and packed in cardboard boxes. As a guide, a packed standard liner will weigh approximately 5.5 pounds.
Q. How do I clean my liner?
A. The liners are not machine washable. Just wipe them down with a damp cloth, or use a general kitchen or bathroom cleaner. Our Odor Control Mats and Pet Mats are machine washable (86° warm wash, on a gentle wash and spin cycle). We will send full washing instructions along with your mat. We now have a video that shows how to clean you cargo liner (hyperlink to video page). If your liner needs a more thorough cleaning, you can remove the liner and hose it down. Please ensure that your liner is dry before re-installing, and please pay extra attention to the bound edges when drying.
Q. I would like to cancel my order.
A. Please contact customer service ASAP. You can either call us at 734 926 8981 (US number) or email [email protected]. If you have already received your liner, please see the question “I would like to return my liner.”
Q. My item is defective, what do I do?
A. The first thing to do is let us know as soon as you become aware of any defect in the liner. Ideally, you would take photos of the defect and send these to [email protected]s. This will allow us to assess the problem and decide on the best course of action. You can call us at 734 926 8981 or email [email protected] . Our products are guaranteed against faulty materials and workmanship for one year. This is in addition to your statutory rights. Our guarantee only covers materials and workmanship and does not cover damage caused by misuse or general wear and tear.
Q. How do I maintain my cargo liner? (Caring for your cargo liner)
A. All our cargo liners are made of high-quality materials and are designed to last. However, as with anything else, a little bit of care and attention is required. We recommend that you regularly clean your cargo liner with a non-corrosive cleaner (just water is enough), making sure to pay careful attention to any seams and corners. When you have cleaned the cargo liner, be sure to allow it time to dry properly before using it again.
If for any reason your liner comes into contact with a corrosive (salts, acids etc.), you must thoroughly rinse the entire liner. This may stop the corrosive agent from rotting threads/bindings, which are not able to withstand chemicals and salts.