FAQ
Explore answers to common questions about our luggage, from warranties to care tips and more. If you need further assistance, our team is here to help—just reach out to us.
Warranty & Replacement Parts
What does my warranty cover?
Our warranty only covers manufacturing defects, it does not cover any damage caused by misuse (such as transportation of unusual items), neglect, accidents, abrasion, exposure to extreme temperatures, solvents, acids, water, normal wear and tear or transport damage (by airlines for example). Please feel free to visit our website’s Warranty page for additional info.
Please note that cracked or dented luggage is not repairable and is not considered a manufacturing defect. But if you have any questions or need more information, please feel free to reach out!
Ihave a damaged product, what do l do?
If you have a damaged product, please visit our Service and Repair page for information on repair options and the next steps on how to get your product serviced. You’ll find details on how to submit a repair request and any applicable service charges.
Please note that cracked or dented luggage is not repairable and does not apply to the recommended steps above. But if you have any questions or need more information, please feel free to reach out! We’d be more than happy to assist you, and we can also offer you a promo code for your next purchase.
I noticed a "matte" or "non-smooth" texture on the shell of my new suitcase. Is this normal?
Yes. This is a clear protective film applied to prevent scratches during shipping. Please peel off the film along the edges to reveal the smooth, glossy surface underneath.
My telescopic handle seems a little wobbly/loose when extended. Is this a quality defect?
No, this is by design. The slight wobble provides the necessary engineering tolerance and shock absorption to protect the handle mechanism from breaking during heavy use and travel impact.
How should I clean my luggage? Can I use a regular cleaner or wet wipes?
Use a soft cloth and mild soap with warm water. Do not use alcohol-based, abrasive, or corrosive chemical cleaners, as these can damage the shell finish.
What is the purpose of the red diamond symbol on the TSA lock?
The red diamond is the official TSA logo. It signals to US airport security that they can open the lock with a special key for inspection without breaking the lock mechanism.
Can the luggage pieces be stored inside each other? How can I save maximum storage space?
Yes. The suitcases are designed to be nested inside one another (20″ inside 24″, 24″ inside 28″). Place the smaller cases inside the larger ones for maximum space saving.
If my wheels are accidentally damaged, can I purchase or replace them individually?
Yes, we offer replacement parts (wheels, handles, etc.). Please contact our Customer Service team with your order number and photos of the damaged part for replacement options.
How do I properly use the internal elastic straps and dividers?
Use the elastic cross straps to tightly secure packed clothing and prevent shifting. Use the mesh pockets and any WetPak™ pocket for liquids, shoes, or smaller, easily accessible items.
What are the small holes on the zipper heads for?
These holes are a security feature. They are designed to interlock so you can secure both zipper heads together with your TSA lock or a small secondary padlock.
My zipper often gets stuck or doesn't glide smoothly. What should I do?
Apply a small amount of bar soap or candle wax to the zipper teeth. Gently pull the zipper back and forth several times to lubricate the track and restore smooth operation.
I should choose the right size (20", 24", or 28") for my specific trip?
20″ (Carry-On): 2–3 day trips/cabin use. 24″ (Medium): 4–7 day trips. 28″ (Large): 7+ days or family packing.