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Returns and Damage
How Do I Return My Order?
Is the item you received not what you expected? Did it not fit as well as you hoped in your space or match your décor? Whatever the reason, you won't be stuck with an item you cannot use or that you do not want. (Note: If your item was damaged or defective, see our Damage section below). We are proud to offer one of the best return policies in the online business. You may return your purchase for any reason within 30 days of receipt for a replacement or a refund of the purchase price.
Please keep in mind that once an order has shipped, it cannot be cancelled. If you refuse an order, it will then fall under our standard return policy, where the return shipping costs will be deducted from your refund.
Want to make returning items even easier and less costly? We are one of the only online retailers to provide you with a return policy alternative. In addition to our Standard Return policy above, we also offer Return Protection, for a small fee, on many of the products we sell. You can purchase Return Protection when you place your order.
If you purchase Return Protection when you place your order then you receive the following benefits if you need to make a return:
- A full refund of all outbound, non-expedited shipping charges.
- We arrange and pay for return shipping.
Please note: Excluding the 2 items listed above all of the terms of the Standard Return Policy still apply. The cost for Return Protection will not be refunded in the event of a return. Only standard shipping charges will be refunded, expedited shipping charges are not refundable.
You may return your purchase within 30 days of receipt. Please note: certain items are not returnable. To return an item:
Using our Standard Return Policy:
- Please call us at (800) 675-3451 with your original order number ready and someone in our returns department can process a return and obtain a RMA (Return Merchandise Authorization) from our warehouse (note: RMA number's can take up to 3 business days to process).
- Or you can email service@luggage.com and include your original order number, what product(s) you are returning, and your name.
- All returned products must be in original condition and packaging; otherwise, additional charges may be applied.
- Return the product using your preferred shipping method to the address you are provided. This may be our main office or to a distribution center.
- Save your return tracking number, and if possible, email it to us so that we can track the return. It is important that you save the tracking number and that you insure the return package in case there are any issues during transit.
- Once an item is received at our warehouse, it generally takes 2-3 weeks to process a refund.
- Any item/s that are personalized in any way cannot be returned.
- Please Note: Unless the return or exchange is due to an error on our part, we cannot refund shipping and handling. We will issue a credit to the credit card used for the original purchase.
All returned products must be in original condition and packaging; otherwise, additional charges may be applied. Unfortunately, we cannot take returns of products that have been assembled or modified. Additionally, certain products cannot be returned because neither we nor our suppliers can take them back. If you have any questions about whether a product can be returned, please call us.
What If My Order Arrives Damaged?
Our products are well-packaged to withstand damage during shipping. We double-box many items, and refuse to carry products that are easily damaged during shipping. If an item looks damaged or parts are missing, please notify us. We will make every effort to help you obtain the necessary replacements as quickly as possible at no extra cost to you. If your order is shipping by Truck Freight, please note the important instructions below.
If Shipped via Truck Freight
- Even if the package appears only slightly damaged, write "Package Damaged" when you sign for delivery. This is VERY important. If the package looks significantly damaged, you may refuse delivery of the package. The damaged package will be returned to us and we will send you a new one. If you refuse delivery, please notify us so that we can expect the return shipment.
- If you have already accepted the package and find that parts are missing or damaged, please contact us right away and we will ship you the replacement parts free of charge. Speed matters since most carriers only let us file freight claims within 48 hours of delivery. If we cannot replace the parts, we will have the carrier pick up the package and we will send you a replacement. All returned products should be in the original packaging.
- For any damaged order, it is very important that you save the original packaging.
Our goal is to make buying online easy, safe and efficient.
If you decide you do not want parts or a replacement unit, the item can be returned under our standard return policy. If a product arrives damaged, or we made an error, and it cannot be remedied with either a full replacement or replacement parts, we will pay to return the item to us.
If your item is problematic due to a manufacturer's defect, we can either replace the defective part, or if necessary, the entire unit. We stand behind our products and maintain great relationships with the manufacturers who produce them. If you are having an issue, please contact us and we will make every effort to resolve it.
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We Now Ship to Canada!
Ships to Canada
