Frequently Asked Questions

At awayluggagesale.com, we understand that choosing the right travel gear involves careful consideration. To help you make an informed decision and to clarify how we support our products, we have compiled answers to some of the most common questions we receive.

Orders and Shipping

What is your order processing and shipping policy?

We strive to get your order on its way to you as efficiently as possible. Our team works diligently to process orders during regular business days. Once your order is prepared and handed over to our shipping partners, you will receive a confirmation with tracking details so you can monitor its journey. We currently serve a wide range of customers, including those in the contiguous United States, Alaska, Hawaii, Puerto Rico, Canada, and the United Kingdom .

Can I change or cancel my order after it has been placed?

Our team works quickly to ensure your order is processed and shipped as soon as possible. If you need to cancel or modify your order, there is a brief window immediately after checkout during which we can assist . If that window has passed, please reach out to our support team—we will do our best to help. For a different product, placing a new order and initiating a return for the original one is often the most efficient path .

What if I need my order for an upcoming trip?

We recommend placing your order with sufficient lead time before your departure. While we cannot provide specific delivery dates, we suggest allowing extra time for order processing and transit to ensure your travel gear arrives before you need it .

Returns and Exchanges

What is your return and exchange policy?

We want you to be completely satisfied with your purchase. If you need to return an item, we accept returns on products that are unused and in their original packaging. Please test your suitcase gently at home before traveling with it—take it for a test roll on carpet, try out the interior features, and keep the original packaging until you are sure you want to keep it .

For customers in the US, Canada, or the UK, we provide a prepaid shipping label for returns . Please note that some items, such as personalized products, are made-to-order and cannot be returned or exchanged . Original shipping fees are generally non-refundable .

Can I return or exchange an item in person?

Yes, we accept returns and offer exchange services at our retail store locations .

Product and Warranty Information

What is the warranty on your suitcases?

Our commitment to quality is reflected in the warranty we offer. For suitcases, we provide comprehensive coverage designed to protect your investment. Our coverage is focused on functional damage and ensuring your suitcase continues to perform as intended .

What does the warranty cover?

Our warranty covers functional damage resulting from manufacturing defects. This includes issues such as cracks in the shell, wheels or handles that break off, and primary zippers that no longer work due to faulty hardware. It also covers fabric tears that render a main pocket non-functional .

What is not covered by the warranty?

The warranty does not cover damage from normal wear and tear, cosmetic issues like scratches or scuffs, or damage caused by third parties such as airlines. Misuse, overstuffing, and improper care are also excluded .

What if my damage is not covered?

We are still here to help. For damage that falls outside warranty coverage, we often offer repair services for a reasonable fee whenever possible .

How do I make a warranty claim?

If you believe your suitcase has a covered issue, you can submit a claim through our designated process. Our specialists will guide you through the next steps, which may include an at-home repair kit, a repair at one of our stores, or a replacement .

What if my product is a limited edition or older model?

If your item is no longer available and cannot be repaired, we will provide a comparable product of equal value as a replacement .

Is the warranty transferable to a new owner?

The warranty extends to the original purchaser or the original gift recipient. Proof of purchase is required for all claims .

Do your bags and accessories have a warranty?

Our bags and accessories are protected by a limited warranty that covers functional damage due to manufacturing defects or unexpected rough travel .

Product Features and Care

How do I set the lock on my suitcase?

The lock on your suitcase is simple to set. With the dials set to 0-0-0, push the reset button with a pen until it clicks. Then, roll the digits to your chosen combination and slide the latch to release the button . We suggest you keep a record of your combination in a safe place, as we cannot retrieve it for you .

Can I store suitcases inside one another?

Yes, our suitcases are designed for easy storage. Carry-On sizes will fit neatly inside larger checked sizes, allowing you to save space when they are not in use .

How do I clean my suitcase?

To clean the exterior of your suitcase, use a soft cloth with warm water and a gentle soap. For tougher scuffs, a magic eraser can be effective .

If you have a question that was not answered here, please do not hesitate to contact us through our website. Our team is always ready to assist you.