Our Commitment to Your Journey

At Luggage Factory Store, we understand that your travel gear is more than just luggage – it’s your trusted companion on every adventure. Just as we meticulously craft our premium collections, we’ve designed our shipping and returns processes to be as reliable and efficient as our products. Your satisfaction drives our commitment to excellence in every aspect of your shopping experience.

Shipping Information

Order Processing

We pride ourselves on swift order processing. All orders are processed within 1-2 business days from the time we receive your payment confirmation.

Shipping Methods & Timeframes

Standard Shipping – $12.95

• Carrier: DHL or FedEx
• Delivery Time: 10-15 business days after shipping
• Available for all orders

Free Shipping

• Carrier: EMS
• Delivery Time: 15-25 business days after shipping
• Available for orders over $50
• Perfect for budget-conscious travelers who don’t mind waiting a bit longer

Note: We ship worldwide, excluding some remote areas in Asia and other select remote locations. Delivery times may vary during peak seasons or due to customs processing.

Returns & Exchanges Policy

Important Return Window

We’re pleased to offer returns and exchanges within 15 days of receiving your order. This gives you adequate time to ensure your luggage meets your travel needs.

Return Conditions

To be eligible for return or exchange, all items must meet the following criteria:

  • Items must be in original, unused condition
  • All original tags must be attached
  • Products must be in original packaging with all accessories included
  • Items must not show any signs of wear, washing, or use

Non-Returnable Items

To maintain the highest standards of quality and hygiene for all our customers, 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

Our Streamlined Return Process

Step 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.

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Email Content:
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]

Step 2: Receive Return Authorization

Our team will respond within 24-48 hours with a Return Authorization Number and detailed shipping instructions.

Step 3: Package Your Items

Carefully repackage the item in its original packaging with all tags and accessories included.

Step 4: Ship Your Return

Send the package to our returns center at:

Luggage Factory Store Returns
4977 Abia Martin Drive
TUCSON, US 85701

Step 5: Processing & Refund

Once we receive and inspect your return, we’ll process your refund or exchange within 3-5 business days.

Refund Information

Refund Timeline & Methods

We process refunds with the same efficiency we apply to our worldwide shipping:

  • 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

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 with exchanges:

  • 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.