FAQ

If your question isn’t covered here, contact us using the info below.
1. Product & Selection
Q: What materials are your suitcases made of?
A: Our suitcases use durable materials—hard-shell options (ABS/PC blend) for scratch resistance, soft-sided bags (waterproof polyester) for flexibility. Details on Shopify product pages.
Q: Are your carry-ons TSA-approved for international flights?
A: Yes! All carry-ons meet standard airline size limits (22x14x9 inches) and come with TSA-approved combination locks for hassle-free security checks.
Q: Do you have suitcases with expandable storage?
A: Absolutely—most checked luggage has a 20% expandable compartment, perfect for extra souvenirs. Look for “Expandable” tags on our Shopify store.
2. Care & Maintenance
Q: How to fix a stuck suitcase zipper?
A: Rub a candle or soap along the zipper teeth to lubricate. For stubborn jams, gently pull fabric away from the zipper—avoid forcing it (may damage the track).
Q: Can hard-shell suitcases withstand airport handling?
A: Our hard shells are impact-resistant, but minor scuffs are normal. Use the included dust bag for storage, and avoid overpacking to protect zippers/wheels.
Q: How to clean suitcase exteriors?
A: Wipe hard shells with a damp cloth and mild soap; spot-clean soft-sided bags with a brush. Don’t use harsh chemicals (may fade colors).
3. Orders & Shipping (Shopify)
Q: How to track my suitcase order on Shopify?
A: A tracking number is emailed once shipped. Check status via your Shopify order confirmation or our “My Account” page.
Q: Where do orders ship from, and how long does delivery take?
A: We ship from 13 Roulston way, Wallan, VIC, 3756, Australia, or partner warehouses. 1-3 days (Australia); 4-7 days (EU/U.S.); 6-10 days (Asia).
Q: Is there free shipping?
A: Yes—free standard shipping worldwide on orders over AU
165 (applies to all suitcases and travel bags).
4. Returns & Exchanges
Q: What’s your return policy for Shopify orders?
A: 30-day returns for unused suitcases in original packaging. Email first for a return label—we cover shipping for defects (e.g., broken wheels).
Q: My suitcase arrived with a cracked shell—what should I do?
A: Send photos/videos to zincs_brunt_6l@icloud.com within 48 hours of delivery. We’ll ship a replacement or process a full refund via Shopify Payments.
5. Other Questions
Q: Do you offer warranties for suitcases?
A: Yes—2-year warranty on all suitcases (covers manufacturing defects like faulty wheels/zippers). Register your order via email after delivery.
Q: Can I get a custom suitcase (e.g., with a logo)?
A: Bulk custom orders (10+ units) are available. Email us with your requirements for a quote and timeline.