Frequently Asked Questions

  1. Can I collect my purchase from your warehouse directly?
    Of course! Once you complete your order, just chat us up by clicking on the chat icon at the bottom right corner, informing us that you will be collecting the order. Please ensure that you have received our acknowledgement reply before heading over. 

  2. Which luggage size can I bring onto the aircraft’s cabin?
    Our 20 inch models are accepted as the carry-on size for most airlines. However, each airline has different requirements for what is considered a carry-on, and they reserve the right to modify their policies without notice. It is best for you to check with your chosen airline on their luggage carry-on criteria.

  3. What does TSA Lock mean? 
    The Travel Sentry Approved (TSA) Lock allows customs officials to unlock your luggage using a universal master key without damaging your lock or luggage. Without the TSA lock, in the event of checks, the customs official may have to break your lock or zipper.

  4. What do I do if the airline damaged my bag?
    You should file a claim with your airline immediately. Check your luggage for any damage as soon as it comes off the baggage carousel as many carriers have time limitations for reporting damage claims. 

  5. Do I need to complete a product registration for warranty purposes?
    You do not have to register for the warranty to be effective. Simply keep the purchase receipt.

  6. How do I make payment?
    We accept Visa, Mastercard and American Express credit or debit cards through the Shopify payment gateway. 

  7. I've received a defective item. What should I do?
    In this unlikely event, simply contact us by clicking on the chat icon at the bottom right corner within 14 days of order receipt. We will then advise on the process of exchange or return. Please refer to our warranty and returns policy here for details.

  8. What do I do if my purchase is subject to a manufacturing fault?
    In this unlikely event, simply contact us by clicking on the chat icon at the bottom right corner. Under the conditions of the warranty, we may replace or repair the product. Please refer to our warranty and returns policy here for details. 

  9. What would happen if I checked out the item but do not pay for it?
    Items not paid for within 24 hours, unless otherwise agreed upon, will be put up for sale thereafter without further notification. 

  10. Why is the color of the physical item slightly different from the photos on this website?
    We make every effort to display, as accurately as possible, the colors of our products that appear on this website. However, as the actual colors that you see depend on the resolution and type of your display screen, we cannot guarantee that the colors you see will be exactly the same as the colors of our products.

For any other queries, please click on the chat icon on the bottom right corner to initiate a chat with our customer service agents. Thank you!