We offer a 30-day return policy from the delivery date. To qualify for a return, the item must be unused, in its original package. Please read carefully – Returns will not be accepted in the following cases:

• The return request is made after 30 days.
• Damage caused by negligence (e.g., improper use, obvious human-induced damage).
• Minor cosmetic damage (such as scratches or wear) does not affect functionality.
• Items were removed from the original packaging without any manufacturing defects.
• Products labeled as "Non-refundable after unpacking" on the product page.

We want your experience with LUGGEX to be smooth and stress-free.

• If your item arrives damaged, defective, or incorrect, we will gladly cover all return shipping costs.
  
• If you decide to return the item for personal reasons—for example, the color or size wasn’t what you expected—the return shipping cost will be your responsibility. The item must remain unused and in its original packaging.
  

To initiate a return, click the profile icon in the store menu, or go to the Self-service Return page.

Log in to your account:

1. In the Email field, enter your email address and click Continue.
2. Open the email sent by our store and copy the six-digit verification code included.
3. Return to the online store and enter the six-digit code.

Submit a return request:

1. Click Request Return next to the order you would like to return.
2. If your order contains multiple items, select the item(s) you wish to return.
3. Choose a return reason and add a note for the store if necessary.
4. Click Request Return to submit your request.

If your return request is approved and requires shipping, you will receive an email with return instructions and a return shipping label. Once we receive the returned item(s), your refund will be processed.

After we receive and inspect your returned item, we usually process refunds within 7–14 business days.

The money will be sent back to your original payment method, and you’ll receive a confirmation email once it’s done.

Banks and payment platforms may take a bit longer to post the refund, so please allow some extra time.

If it’s been longer than expected, just reach out — we’re here to help.

For hygiene and customization reasons, the following items are non-returnable:

• Customized items (like engraved tags or custom suitcases)
  
• Final sale / clearance items marked as “Non-Returnable”
  
• Hygiene-related items, such as toiletry bags, once opened or used
  

All other items can be returned or exchanged as long as they’re unused and in their original packaging.

In most cases, corporate and bulk orders are not eligible for return, as these purchases follow specific procurement agreements and are treated as final sale.

However, if any item has a quality issue, we will repair or replace it under our warranty policy.

We fully support our business customers with after-sales services, but corporate orders cannot be returned as freely as personal retail orders.

Yes! If your order contains multiple individual items, you can return just the ones you don’t want. We’ll refund you based on the price of each returned item.

However, if you purchased a bundle or set, the whole set needs to be returned together. Because sets are priced as a single package, we can’t accept partial returns of individual pieces.

Use this text to answer questions in as much detail as possible for your customers.

LUGGEX luggage comes with different warranty periods based on the product series and purchase date:

All luggage: 3-year warranty
Bags & accessories: 1-year warranty

Your warranty begins on the purchase date and is valid for the original buyer or the original gift recipient.

Our warranty covers functional issues caused by manufacturing defects under normal use — for example:

• Shell cracks (not caused by impact)
  
• Handle that won’t extend
  
• Broken wheels or handles
  
• Zipper failures that affect usability

If it’s a functional issue during the warranty period, we’ll repair or replace the part for free.

What is not covered?

• Damage caused by misuse, negligence, or improper handling (e.g., excessive force, overloading, or dropping).
• Normal wear and tear (e.g., scratches, scuffs, fading, or minor dents that do not affect functionality).
• Damage caused by airlines or other transportation services (please file a claim directly with the carrier).
• Unauthorized repairs or modifications that alter the original structure or function of the product.
• Accidental damage (e.g., fire, water exposure, or other external factors beyond normal usage).
• Lost or stolen items are not covered under warranty.
• Lining damage.

For any questions regarding warranty eligibility, please contact us before filing a claim.

Yes. If another part of your product breaks again within the warranty period, you can submit another warranty request.

Each claim will go through a quick damage assessment, so please prepare photos or videos before you contact us.

We’re always here to help — thank you for your patience while we process each case.

It’s simple — just follow these steps:

1. Contact us
   Reach out through our website’s live chat or email service@luggex.com.
   Share your order number, purchase date, product model, and a brief description of the issue.
   
2. Send photos & proof of purchase
   We may ask for your receipt and clear photos of the damaged area so we can confirm if it’s covered.
   
3. We review & guide you
   Once approved, we’ll provide the next steps — repair, replacement parts, or a new unit depending on the situation.
   

Keep your communication records and shipping receipts for easy follow-up.

We’re here to make the process fast and worry-free.

Please visit the global tracking website https://www.luggex.com/apps/17TRACK and enter your tracking number to check the shipping status.

LUGGEX currently ships only within the continental United States (the 48 contiguous states).

We are unable to ship to the following locations:

• Alaska
• Hawaii
• American Samoa
• Federated States of Micronesia
• Marshall Islands
• Northern Mariana Islands
• Puerto Rico
• U.S. Virgin Islands
• Armed Forces Americas (AA)
• Armed Forces Europe (AE)
• Armed Forces Pacific (AP)

We also do not ship to other countries or U.S. overseas territories at this time.

If you are unsure whether your address is within our shipping range, please contact our customer service team before placing your order.

LUGGEX is actively evaluating international expansion. Should we open shipping to additional regions in the future, we will update our policy promptly.

We offer free shipping for all products, and there's no need to pay any additional fees.

Most orders ship out within 1–2 business days after your payment is confirmed.

Once your order ships, you’ll receive an email with your tracking number, so you can follow your package every step of the way.

A few things to keep in mind:

• Processing time doesn’t include delivery time
  
• Standard shipping in the U.S. usually takes 3–8 business days
  
• Our warehouse doesn’t ship on weekends or federal holidays
  
  (Orders placed Friday afternoon or during a holiday will start processing the next business day.)
  

We know you’re excited to receive your LUGGEX gear — we’ll get it to you as fast as we can!

Don’t worry — we’ll take care of it. Just follow these steps:

1. Take photos of the damaged box, the product, and the shipping label.
   
2. Contact our customer support and share your order number and photos.
   
3. After we confirm the issue, we’ll send you a free replacement right away.
   
   If a return is needed, we’ll provide a prepaid shipping label, so you won’t pay anything.
   
   If the item is out of stock, we’ll offer an equivalent replacement or a full refund.
   

Your experience matters to us, and we’ll make sure the problem is handled quickly and smoothly.

A TSA lock is a security lock approved by the U.S. Transportation Security Administration.

You set your own combination, and TSA officers can use their master key to open the lock for inspection without breaking your suitcase.

It means when you travel with a LUGGEX suitcase that has a TSA lock, you can pass airport security smoothly without worrying about damage from forced inspections.

Yes, almost all LUGGEX suitcases—especially the newer models—come with a built-in TSA-approved combination lock.

Only a few models (such as some in the UX Series) may not include one. If you need a TSA lock for those models, you can purchase one separately.

If your suitcase has a TSA lock, make sure to read the instructions before using it. Remember to keep your combination safe—the keyhole is for TSA officers only, and customers do not receive a key.

A TSA lock helps keep your belongings secure and allows airport security to open and relock your suitcase without damaging it.

No. LUGGEX does not provide a key for TSA locks.

The small keyhole on a TSA lock is for airport security officers only, so they can open and relock your suitcase during inspection without breaking the lock.

For daily use, you only need your 3-digit combination code—no key is needed or included.

If you ever forget your code or have trouble with the lock, feel free to reach out to our customer support team for help.

The ZX series uses TSA-15138.

The FLO5 Carry-On uses TSA-180051.

The FLO5 Check-In uses TSA-16009.

If you can’t find the matching TSA lock guide, please contact us for assistance.