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Custom Octo-Haul: Pack Builder


Below is a list of common questions and answers related to the Custom Program. If you'd like additional information, please see the ADD'L INFO tab at the top of the custom pack builder app.

Question: How long does it take to make my custom pack?
Answer: Producing your custom pack will take 8-12 weeks, but we do not guarantee delivery within this window. Please do not ask us for updates until 12 weeks have passed. We love making custom packs, but our production is not all under one roof, so providing updates is very time consuming.


Question: Do you offer custom embroidery, or options not shown in the custom product builder?
Answer: No. We're unable to offer requests for custom embroidery, custom fabric, or other customizations not shown in the custom product builder. This helps us streamline the pack building process, and allows us to ship custom orders more quickly. 


Question: If I place a custom order can I make changes to, or cancel that order after the fact?
Answer: Yes, please see below for answers to each part of that question.
Cancellations: Custom Program order cancellations will be honored, but there is a $50 order cancellation fee, which will be deducted from the refund amount.
Change Requests: Custom Program orders are given a 48 hour grace period for change requests. If a change request is made after the grace period has ended, we charge $50 to implement that request. 


Question: Can I return a custom order once I've received it?



Question: Where can I read more about the custom order process?
Answer: Please see the Add'l Info tab in the custom product builder. We have more detailed information about the pack, and the ordering process shown there.


Question: I've read all of the information on this page, and in the Add'l Info tab, but I still have questions. Who should I email to get my questions answered?
Answer: Please send any questions to


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