Repairs are free during the warranty period (please refer to the warranty details for coverage), but shipping costs are not included.
Q: Does the Transportation Security Administration Lock (TSA Lock) on the luggage come with keys?
A: The luggage utilizes the TSA Lock. This design allows airport security personnel to open and inspect using a universal key, so keys are not provided to purchasers (we also do not retain keys). The default factory setting for the TSA Lock is 0 0 0. Therefore, after changing the setting to a new password, please remember the password you set.
Q: Can damages such as breakage, cuts, impacts, abrasions or deformation on the aluminum-magnesium alloy luggage be repaired?
A: We regret to inform you that damage to the luggage body (including soft, hard cases and aluminum frames) are not covered under the warranty. Damage such as breakage, cuts, impacts, abrasions or deformation of the luggage body is not within the scope of warranty repairs. Repairs are primarily aimed at restoring the functional use of the luggage. Therefore, damage to the luggage body caused by collision, dropping, friction or other external forces cannot be repaired. We apologize for any inconvenience.
If damage such as breakage, cutting, impact, abrasion, deformation, etc., occurs to the luggage either during airport check-in or during home delivery logistics, it is recommended that you promptly request compensation from the airline or transport company.
Q: If detachable parts of the luggage are damaged, can they be replaced?
A: Damaged parts of the luggage within the warranty period that affect functionality and are confirmed through assessment as unable to function properly can be replaced. However, we do not provide replacement and repair services for damage that do not affect functionality, such as scratches or cosmetic wear.
If detachable parts are functional but the customer insists on replacement, even within the warranty period, the customer will need to bear the cost of materials and additional repair fees.
Detachable parts include:
Zipper sliders, wheels, pull rods, carry handles, TSA Locks.
Q: I forgot the password for the TSA Lock. How can I open the luggage?
A: After setting the password for the TSA Lock, please remember it carefully. Since we do not possess a master key for TSA Locks, if you forget the password and cannot open the TSA Lock, here are three possible ways to open it:
1. Destroy the TSA Lock to open it, but this may damage the luggage and cannot be repaired.
2. Dial through the TSA Lock numbers from 000 to 999 to attempt opening it. You can handle this procedure yourself. If you prefer to send it for repair, unlocking service fees will apply.
3. Request assistance from customs officers at the airport to open it using their master key (after opening, remember to reset the password and keep it secure).
Q: How can I set or change the password for the TSA Lock?
A: Please refer to the detailed password setup instructions and illustrations in the user manual.