Frequently Asked Questions
What does the White Mountain™ Life Time Guarantee cover?
From the date of purchase, all White Mountain™ products
come with a Lifetime Guarantee against material and manufacturing
faults occurring during the useful life of the backpack. It is very
difficult to measure the life of a product, at White Mountain™
we carefully select fabrics and components that will provide weather
resistance and functionality after prolonged use. However, the life
of a product will depend how much and in what conditions the product
is used. Damages caused by fair wear and tear, abuse or misuse are
not covered by this guarantee, and this particularly applies to
zippers. This does not limit the assistance or advice available
in correcting any problem related to your White Mountain™
White Mountain Backpacks™ Lifetime Warranty does not cover
mildew damage and hydrolysis (delaminating) of materials.
Where can a White Mountain™ product be repaired?
White Mountain Backpacks™ recommend taking your backpack
to a reputable outdoor equipment repair specialist, or to return
your product to White Mountain Backpacks™. Simple repairs
can be carried out by a local canvas manufacturer, boot repair store,
or furniture upholsterer that have the necessary machinery to carry
out such repairs. If you have problems in locating a suitable repair
service, please contact White Mountain Backpacks™ direct.
What about White Mountain™ warranty repairs?
If the repair is a warranty claim, please detail the repair in
a letter or email to White Mountain™ . Once the repair has
been validated and a receipt received, a reimbursement for the repair
costs will be sent to you. White Mountain™ do not ask that
the product be sent to us, simply to avoid freight costs and delays
for yourself. White Mountain™ products rarely fail, but anything
A receipt of purchase is not required when returning the product
to a White Mountain™ direct. Please note that the cost of
freight to White Mountain™ for repairs will be borne by the
How do I clean my White Mountain™ product?
Be very careful of harsh cleansers or even household detergents.
While these cleansers may not damage the outside of the fabric,
the inside of the backpack fabric is coated with a layer of polyurethane.
The polyurethane keeps the backpack water resistant and can be easily
harmed by harsh chemicals causing it to delaminate (peel off) if
mistreated. We recommend using only warm water and a soft cloth
to clean the backpack. If you must use a cleanser, use a mild soap
and do not use it on the inside of the backpack. Avoid immersing
the backpack in water for long periods of time, particularly in
salt water, as this may also cause the delaminating of the cold
bonded PU Coating on the inside of the backpack. If your backpack
is exposed or immersed in salt water or chlorinated (pool) water
at any time, rinse thoroughly in fresh water immediately after exposure
and allow to air dry in the shade. And NEVER, and we mean NEVER,
PUT A BACKPACK INTO A WASHING MACHINE, or SPIN DRYER.
It is recommended you NEVER turn the backpack or bag inside out
and dry in direct sunlight as this may also damage the Polyurethane
coating and cause it in time to disintegrate and delaminate.
Why are prices at White Mountain™ so much lower than an
average retail store?
Because of the large combined volume of products that are manufactured
at our factory and by supplying products direct, we are able to
provide the White Mountain™ products at lower prices. White
Mountain™ operates a virtual store, we do not have the overhead
expenses associated with operating a traditional store, as such
these additional savings are then passed on to you our valued customer.
Can the customer be assured that they will be able to continue
to purchase from White Mountain™ ?
White Mountain Backpacks™ is committed to ensuring complete
customer satisfaction. You can be assured that we will always carry
a wide selection of backpack products and continue to expand the
Does White Mountain™ sell other brands, superseded and
or sample products?
White Mountain Backpacks™ do not carry or sell any competitor
brands, even those that are manufactured in the same factory. We
do from time to time have superseded, or sample White Mountain™
items available and these can be viewed and purchased through our
Do White Mountain™ have any catalogues, or inventory price
lists that can be sent to their customers
The only source of information is the White Mountain™ website
which is continually updated and is a much more effective channel
to purchase backpacks than a catalogue.
Are the items presented on the Internet the only products that
White Mountain Backpacks™ carry?
All available products, shipping, pricing, and far more information
can be obtained at our web site.
Do White Mountain™ have any Retail Stores other than their
There are now no White Mountain™ retail outlets available,
all purchases are now only available online or at our showroom..
Where can return items purchased over the Internet be sent for
an exchange or credit?
All merchandise purchased over the internet must be returned
directly to White Mountain™ so we can continue providing our
customers with cost efficient customer service.
Can White Mountain™ manufacture specially requested items
for their customers?
No, unfortunately the price would be prohibitive to manufacture
a one off backpack product. Minimum orders direct from high quality
manufacturers is 500 to 1,000 units, and a minimum purchase value
will also apply.
Do White Mountain™ provide the contact information for
the designers their backpack products?
All White Mountain products are designed and manufactured by
the White Mountain™ team.
How are White Mountain™ products delivered?
All orders are shipped via Australia Post.
What are White Mountain™ shipping charges?
Please review our Freight Directory page.
Can my White Mountain™ order be delivered on the weekend?
No, Australia Post does not pick up nor deliver packages on weekends.
Can I have my White Mountain™ order delivered to a post
Yes, Australia Post does deliver packages to post office (PO)
Do White Mountain™ deliver to international destinations?
Yes, Australia Post does deliver packages to international destinations.
Have there been many complaints about damaged products due to
mishandling during delivery?
No, backpacks are not easily damaged in transit and to date there
have been no notifications of products being damaged as a result
Is the White Mountain™ website secure?
Ensuring secure online purchasing is a vital part of our commitment
to honour your privacy. The White Mountain Backpacks™ site
uses SSL (secure socket layers) to protect your personal information,
including all personal information, your name and your credit card
information. This is to ensure that none of your personal information
can be read while being transferred from your web browser to our
Internet site. The most important point is our site is secured to
protect you and your privacy.
Is it safer to place orders over the phone than on the Internet?
Both means of ordering are secure. However, if you feel more
comfortable placing your order with one of our customer service
representatives, please do not hesitate to phone White Mountain™
Does White Mountain™ sell customer information or customer
lists to other companies?
All information submitted to White Mountain remains confidential.
Customers can be assured that we do not sell any of the provided
information to other enterprises, nor do we transfer information
to other enterprises for marketing purposes.
Will the customer's order be sent to their billing address?
All orders will be sent to the address that the customer has
listed as their shipping address.
How long will it take before orders are processed and shipped?
Generally, orders that are received before 10 AM Eastern Standard
Time are processed and shipped that same day or the very next day
at the latest. However, processing time is dependent on whether
the billing and shipping information is accurate.
What is White Mountain™ policy on customer returns?
Within 30 days of receiving your package, you may return any
unopened merchandise in its original sellable condition. Please
note that return authorization is required and all free gifts must
be returned with the products. White Mountain™ can only refund
shipping costs if the return is a result of our error, but we do
offer some compensation for delivery costs incurred in returning
Any discrepancy in your order should be reported to White Mountain™
Are customers required to pay the shipping charges for items
that are being returned?
We can only refund shipping costs if the return is a result of
a White Mountain™ error in processing your order. If we have
made a mistake, we will pay for the shipping costs.
What is the White Mountain™ policy on issuing customer
credits for returned merchandise?
Once it is determined that the returned merchandise is in a resalable
condition, we will then issue the customer credit for the merchandise.
Once packages have left the White Mountain™ premises,
who has the responsibility for product delivery?
Once merchandise has left our premises, the responsibility for
safe delivery is with our carrier Australia Post. On behalf of its
customers, White Mountain™ will seek recourse from the carrier
in the event of loss or damage and subsequently seek compensation
for damaged products.
How long after ordering are White Mountain™ products shipped?
Orders are usually shipped within 24 hours.
How are users notified if a White Mountain™ product ordered
is out of stock?
If there is any problem with the order the customer is notified