Michael Turner
Immediate actions: before leaving the airport, obtain a PIR number and a written copy of the report; photograph the tag, the damaged item (if applicable) and the carousel area; note the agent’s name, time and reference code. Secure original boarding pass, bag tag stub and any transfer receipts – airlines require these documents for all follow-up claims.
Time limits and deadlines: submit damage claims within 7 days of getting your bag, file delay claims within 21 days from the date the carrier should have delivered the piece, and pursue legal claims within the two‑year limitation under international rules. Missing the specific deadline usually voids entitlement to compensation.
Interim expenses: keep itemised receipts for essentials (toiletries, 1–2 clothing items) and attach them to your claim. Carriers set different daily caps; check the carrier’s published policy and include the PIR number on every receipt and email. Note expense reimbursement is separate from any final settlement for total loss.
Liability limit: under the Montreal Convention most carriers’ maximum liability for checked pieces is set in Special Drawing Rights (SDR)–commonly cited at 1,288 SDR (roughly USD 1,600–1,800 depending on exchange rates). If the value of contents exceeds that, declare excess value at check‑in and buy additional coverage or use travel insurance.
Follow-up sequence: 1) submit the carrier’s online claim form including PIR number, photos and receipts; 2) email the carrier’s customer relations with the same documents and a concise summary; 3) if no substantive reply within the carrier’s published timeframe (typically 21–30 days), escalate to the national aviation authority or consumer protection office. Keep a clear timeline of all contacts.
Sample subject line and first lines for an email claim: Subject: PIR #[insert number] – Claim for missing bag. First lines: Flight [airline and flight number], date [DD/MM/YYYY], departing [origin] to [destination]. PIR #[number] issued at [airport]. Requested: delivery information, reimbursement of interim expenses (receipts attached) and compensation under applicable convention.
If carrier denies or stalls: request a written denial with reasons, calculate losses (receipts + estimated unrecovered item values), and file a complaint with the national authority (e.g., DOT for US itineraries) or use small claims court if the monetary limit fits. Preserve all original documents and a clear chronology to support any tribunal or insurer submission.
Send-Back Procedure for Branded Suitcases
Locate your order number and the product serial beneath the telescoping handle, then access the brand’s send-back portal to request a prepaid shipping label and an RMA code.
Documentation to upload: order confirmation PDF, photo of serial, three photos showing any defect (one wide, two close-ups), purchase date, and a short statement specifying refund, exchange, or repair. File formats: JPEG or PDF; file size limit typically 10 MB per file.
Time windows and processing: use the portal within 100 days for trial requests; warranty claims are accepted up to 10 years for hard-shell models (confirm model-specific terms on the product page). Once the warehouse scans the incoming package, exchanges are processed within 3–5 business days and credits post to the original payment method within 7–14 business days.
Packing checklist: use the original box if available; retract and tape the handle; surround corners and wheels with 3–4 inches of bubble wrap or folded corrugate; close zippers and remove or unlock any TSA locks; place a printed copy of the RMA inside the main compartment; seal with high-strength tape.
Labeling and photos: affix the prepaid label to the largest flat face; cover label with clear packing tape to protect barcode; take and save two photos: one of the entire packed box showing label, one close-up of the label barcode. Keep those images until refund is complete.
Carrier and insurance: use the prepaid carrier specified by the portal when supplied. If you must purchase postage, choose ground service with declared value equal to the purchase price and add insurance; retain the receipt and the tracking number. Do not hand the package to an untracked drop-off service.
Transit damage or lost shipment: if the carrier reports damage or loss, file a carrier claim immediately using your tracking number and the photos you took before shipping; typical carrier evidence includes photos of outer packaging, item photos, original invoice, and the tracking history. Provide claim number to brand support so they can coordinate inspection or replacement.
International shipments: request a customs-compliant waybill from the portal. If the portal supplies a label marked DDP (duties paid), use it; otherwise, clarify who covers VAT/duties before shipping. Add a commercial invoice inside the box stating “shipment for credit” and include the RMA code on all customs documents.
After shipment: monitor tracking until the warehouse scan, then keep a screenshot of that scan. If the credit or replacement does not post within 14 days after scan, contact support with order number, RMA, tracking screenshot, and the photos you uploaded.
Confirm eligibility: find your order number, purchase date, and refund window
Locate the order ID and date
Open the confirmation email or your retailer account and copy the full order ID (examples: 123-1234567-1234567, ORD-00012345, or AWY-000123 – note formats vary). If you only have a packing slip, the purchase date is printed there; if the email shows both purchase and ship dates, save both timestamps. If you paid with a card, the card statement line and authorization date provide a secondary proof of purchase.
Calculate the deadline and prepare documentation
Compare the purchase/shipping date to the seller’s stated refund window on their policy page. Common windows: 14 days for discounted items, 30 days for standard exchanges, 45–90 days for promotional or holiday purchases. Determine whether the policy counts from purchase date, ship date, or delivery date; use the date type the policy specifies. If the item was bought overseas, add customs clearance day to your timeline and keep invoices and import paperwork.
Before contacting support, assemble: the order ID, purchase date, tracking number, photos of the item and packaging, serial or SKU, proof of payment (last 4 card digits), and the packing slip. If policy exceptions may apply (defect, warranty, final sale), note those keywords when you submit your request.
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Inspect the case and accessories: required condition, tags, and items must be included
Confirm the suitcase meets this physical checklist before shipping it back: exterior shell intact, all wheels roll without wobble, telescoping handle extends and locks, zippers glide fully, interior lining clean and dry, no lingering odors, and original hang tag or SKU sticker still attached.
Exterior tolerances: hairline surface scuffs under 20 mm are acceptable for processing but gouges, cracks, or broken wheel housings are not. Wheel lateral play must be under 2 mm; missing caster parts, exposed axle metal, or cracked polycarbonate shell will disqualify the item. Pull-handle telescoping rods should lock at each position without slop; any missing locking detent or bent rod is a failure.
Interior criteria: lining must be free of stains larger than 15 mm, no makeup or liquid residue, no mildew or strong fragrance, and all internal pockets empty and unstained. Zippered mesh pockets must close fully; adhesive residue, stickers, or labels stuck to fabric should be removed carefully before sending.
Required tags and labels: the retail hang tag with SKU bar code, the small serial/production sticker inside the main compartment, and any warranty card or authenticity card that arrived with the shipment. Do not detach the interior production sticker; photograph it (clear close-up) and include a printed copy of the packing slip in the parcel.
Accessories to include, packed neatly: dust bag, packing cubes, removable battery pack plus charger and original battery sleeve (pack battery separately in a clear, rigid box and follow carrier rules for lithium cells), TSA key, fabric shoe bag, and any branded toiletries case. Place small parts (keys, screws, zipper pulls) in a sealed clear bag and tape it to the inside pocket so nothing shifts in transit.
Cleaning and documentation: use a soft cloth with mild detergent for fabrics and a damp microfiber for hard shells; avoid solvents and strong brushes. For stubborn dirt on hard-shell cases a low-pressure adjustable unit can help – see best pressure washer with adjustable psi – keep nozzle at least 1 m away and use pressure under ~800 psi to avoid finish damage. Take dated photos from four angles plus close-ups of any flaws; name files with order ID and part (e.g., 12345_shell_left.jpg) and keep copies until the exchange or credit is confirmed.
Start a send-back on the brand website: account steps, guest submissions, and required documentation
Log into your account, open Orders → Manage, select the specific order line and choose “Request RMA” (or the site’s equivalent); guest purchasers use the Guest Portal and submit order number + email to create the same request.
Account pathway – exact clicks and fields
- Navigate to Orders → Manage. Locate the order by date or order number; click View.
- Click the action button labeled Request RMA / Start a Send-Back. Choose one of the predefined reason codes (Damaged, Incorrect Item, Size/Style, Other) and select desired remedy: Refund, Exchange, or Repair.
- Complete fields: contact phone, preferred remedy, pickup vs. drop-off option (if offered). For exchanges, specify replacement SKU and color/size.
- Upload supporting files directly in the form: order confirmation or invoice (PDF), clear images, and any prior correspondence. Attach the serial number or SKU photo if visible on the product.
- Submit the form and note the generated RMA number. The portal will either: (a) generate a prepaid shipping label to download/print, or (b) provide instructions to ship via your chosen carrier with the RMA visibly written on the outside of the package.
Guest submissions and required documents
- Minimum information: order number, email used at purchase, full name, and telephone number.
- Proof of purchase: order confirmation PDF or screenshot showing order number, item(s), purchase date, and purchaser name; credit-card last four digits or payment confirmation screenshot recommended for verification.
- Images: one full-item photo plus two close-ups showing flaw or discrepancy; one image that shows the product tag or serial plate if available. Preferred formats: JPG, PNG, PDF.
- File guidelines: keep individual files under 10 MB and combine attachments under 25 MB where possible; use 1500 px minimum width for photos to ensure clarity.
- Cross-border notes: include commercial invoice or customs paperwork if the original shipment crossed borders; the portal will request additional customs documentation for international claims.
- High-value claims: the site may request government-issued ID or billing verification before authorizing prepaid shipping – upload redacted ID where allowed and mask unrelated data.
- After submission: immediately copy the RMA number and tracking instructions into a saved note; upload tracking number in the portal once the package ships.
Label and shipment handling: if the portal provides a prepaid label, print and affix it to the outer package; do not cover barcodes. If you must arrange your own shipment, place the RMA number on the exterior and add the carrier tracking number in the portal. Warehouse inspection typically triggers the refund or exchange process; expect final credit to the original payment method within approximately 7–14 business days after receipt confirmation. If the portal fails during submission, clear browser cache or use an incognito window and re-attempt, or contact support via chat/email with the RMA draft and screenshots attached.
Prepare and Ship the Package: printing labels, carrier choices, packaging tips, and drop-off options
Print the prepaid shipping label at 300 DPI on full-sheet adhesive label stock with a laser printer; set scaling to 100% (do not use “fit to page”), trim if needed and affix to the largest flat panel; protect the barcode with clear packing tape without creasing or folding.
Save a PDF copy of the label and the shipment confirmation; place an extra paper copy of the order/authorization inside a clear plastic sleeve and tape it to the inner box so carrier handling that damages the outer label still leaves documentation intact.
Weigh the packed box on a postal-grade scale to 0.1 lb (0.05 kg) precision and measure length × width × height in inches. Calculate dimensional (DIM) weight with divisor 139 for U.S. ground services: DIM = (L × W × H) / 139; billable weight = greater of actual or DIM. Enter accurate weight and dimensions when purchasing postage to avoid surcharge at drop-off.
Use a corrugated outer box at least one size up from the item; secure internal voids with 2–3 inches of foam/bubble wrap or crumpled paper; reinforce corners with cardboard wedges; close with 2–3 inch polypropylene or water-activated tape in an H-pattern across all seams.
If shipping a wheeled case: collapse the telescoping handle, tuck straps, and protect wheels with cardboard or wrap; place fragile accessories in separate padded bags and tape small items to internal panels so they cannot shift and damage finish.
Remove or fully obscure any old carrier labels or barcodes with black permanent tape or cover stock; multiple barcodes on the outer surface can cause scanning errors and misrouting.
| Carrier | Best for | Typical domestic transit | Drop-off options | Signature/insurance |
|---|---|---|---|---|
| USPS Priority Mail | Cost-sensitive parcels under 70 lbs | 1–3 business days | Post Office counter; eligible small packages in blue collection boxes; retail counter for larger boxes | Tracking included; purchase insurance up to declared value |
| UPS Ground | Heavy items, reliable ground network | 1–5 business days (distance dependent) | UPS Store, Access Point, drop-off at driver or schedule pickup online | Delivery signature options and declared value available |
| FedEx Ground | Time-sensitive ground shipments and commercial addresses | 1–5 business days | FedEx Office, Authorized drop-off locations, pickup scheduling | Signature options; declared value/insurance offered |
| DHL Express | International and expedited cross-border | International: 1–5 business days (country dependent) | DHL Service Points, drop-off at retail partners, arrange pickup | Customs paperwork required; insurance and signature options |
Choose the carrier based on billable weight (actual vs DIM), drop-off convenience, and whether a signature is required. For cheapest ground rates, compare UPS and FedEx negotiated rates; for small but heavy parcels, USPS Priority can be competitive.
For drop-off: verify maximum drop-box dimensions before using unattended boxes; if the package exceeds size or weight limits, use the carrier retail counter or schedule a curbside pickup via the carrier portal. Hold a photo of the drop-off receipt (barcode or tracking number visible) until the shipment shows in the carrier tracking system.
On the day of shipment, recheck that zippers, buckles, and accessories are secured; apply an exterior “FRAGILE” label only if there are breakables inside; do not write customer or order details over the carrier barcode area.
Track sent-back item and get refund or exchange: tracking, processing times, contacting support
Check the carrier tracking number first: expect a facility scan labeled “Arrived at Processing Center” or “Inbound to Merchant” within 24–72 hours after drop-off; if there is no scan after 72 hours, contact the carrier with your drop-off receipt and tracking ID.
Standard processing timelines: domestic inspections complete within 3–7 business days from the facility scan; merchant issues refunds 5–10 business days after inspection completion, with banks adding an extra 2–5 business days to post the credit. Replacement items are typically shipped 7–14 business days after inspection; expedited shipment may be offered for a fee. International processing and customs clearance can extend total time to 14–30 business days; refunds for cross-border cases may take up to 30 calendar days to land in your account.
Retain proof until the transaction is fully closed: drop-off receipt, carrier label confirmation, photos of the sealed parcel, and screenshots of tracking events. If you used a prepaid label, save the label ID and confirmation email.
If tracking shows “Delivered” but no credit or exchange is issued within the stated window, compile the following and submit to support: order number, tracking number, delivery scan screenshot with date/time, payment method last four digits, and a photo or PDF of the drop-off receipt. Use a clear subject line such as “Refund/exchange request – Order #123456 – Tracking XYZ123456US – Delivered 2025-08-10” and attach all files.
Best contact methods: brand web form (for attachments and record-keeping), in-app chat (for real-time updates and ticket ID), and phone support (for escalation). Request a ticket ID on first contact and reference it in all follow-ups; include timestamps for each tracking event to speed handling.
If tracking shows loss or prolonged inactivity, file a claim with the carrier immediately and provide the carrier claim number to merchant support. Many merchants require a claim number before issuing a final credit; some will offer a provisional refund once a valid claim is opened.
If the merchant confirms a refund but the amount doesn’t appear, contact your payment provider with the merchant confirmation, refund transaction ID or reference, and the merchant ticket ID. Banks frequently need those references to reconcile pending vs posted credits.
Quick support checklist to paste into messages: order #; date item was sent back; tracking ID and carrier; facility scan date/time; delivery scan date/time (if any); attachment list (drop-off receipt, tracking screenshots, photos); desired outcome (refund to card, store credit, exchange SKU); preferred contact method; merchant ticket ID if already issued.
