At Luggage Factory Store, we understand that finding the perfect travel companion is as important as the journey itself. Just as we craft our premium luggage collections with attention to detail, we’ve designed our returns process to be as seamless and reliable as our products. Your satisfaction is our priority, and we’re committed to ensuring your shopping experience matches the quality of our Backpack Handbags, Carry-On Luggage, and Hardside Checked Luggage collections.

Important Note: We’re pleased to offer returns and exchanges within 15 days of receiving your order. All items must be in original condition – unused, unwashed, with all tags attached and in original packaging.

Our Return & Exchange Process

We’ve streamlined our returns process to be as efficient as our 1-2 business day order processing:

  1. Initiate Your Return Request
    Contact our customer service team at [email protected] within 15 days of receiving your order. Please use the template below to ensure we have all necessary information.
  2. Receive Return Authorization
    Our team will respond within 24-48 hours with a Return Authorization Number and detailed instructions.
  3. Package Your Items
    Carefully repackage the item in its original packaging with all tags and accessories included.
  4. Ship Your Return
    Send the package to our returns center at:
    Luggage Factory Store Returns
    4977 Abia Martin Drive
    TUCSON, US 85701
  5. Processing & Refund
    Once we receive and inspect your return, we’ll process your refund or exchange within 3-5 business days.

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Luggage Factory Store Team, I would like to request a [return/exchange] for my recent order. Order Information: – Order Number: [Your Order Number] – Order Date: [Order Date] – Product(s) to Return: [Product Name(s) and Quantity] Reason for Return/Exchange: [Please briefly describe the reason] Preferred Resolution: [ ] Refund to original payment method [ ] Exchange for [Product Name and Size/Color if applicable] [ ] Store credit I confirm that the item(s) are in original condition with all tags attached and in original packaging. Thank you for your assistance. Sincerely, [Your Full Name] [Your Email Address] [Your Phone Number]

Refund Timeline & Methods

We process refunds with the same efficiency we apply to our worldwide shipping (excluding some remote areas in Asia):

  • Processing Time: 3-5 business days after we receive and inspect your return
  • Refund Method: Refunds are issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Bank Processing: Depending on your financial institution, it may take 5-10 business days for the refund to appear in your account
  • Shipping Costs: Original shipping fees are non-refundable. Return shipping is the customer’s responsibility unless the return is due to our error

Non-Returnable Items

To ensure the highest standards of quality and hygiene for all our travelers, the following items cannot be returned or exchanged:

  • Items not in original condition (used, washed, or without original tags)
  • Products damaged due to customer misuse or improper handling
  • Items returned without original packaging or missing accessories
  • Personalized or custom-made luggage items

Exchange Policy

Prefer a different style of Rolling Luggage or need to swap your UnderSeat Luggage for a different model? We’re happy to help:

  • Exchanges are subject to product availability
  • Price differences will be refunded or charged accordingly
  • We’ll cover one-way shipping for exchanges of equal or greater value
  • Exchange processing follows the same timeline as returns

Need Assistance?

Our travel-enthusiast customer service team understands that returns can be as important as choosing the right luggage. We’re here to ensure your experience remains positive throughout the process.

Email: [email protected]
Response Time: 24-48 hours during business days

At Luggage Factory Store, we stand behind every product we sell with the same durability promise we build into our luggage collections. Your satisfaction isn’t just a policy – it’s our commitment to ensuring you travel better, travel smarter, and shop confidently.