Production & Shipping
What is the lead time?
The lead times for the luggage are up to 5 business days for dispatch.
Do you offer fast track?
We are able to offer fast track, please contact us along with the date that the item is required by and we will let you know if this is possible.
What courier do you use for shipping?
We use a variety depending on which country your order is being shipped to.
Print Guidelines
What size images / file are required?
Please check out our artwork guideline page here for all details on image size requirements and image templates.
Personalization Help
How do I place an order?
We have created a step by step on how you can easily place an order. Click here for more information. If you are a company who is looking to either provide luggage for employees who travel or would like luggage for corporate gifting and you’d like help with the design of the luggage, then please email info@brandedluggageco.com and we will be happy to help with some design ideas for you.
I'm not sure which size would be suitable for me, what would you recommend?
We have a full size guide available to view here so that you can decide which case would be most suitable for your needs.
I would like to place a corporate order on behalf of my company but I need help on design.
We would be more than happy to help with design ideas for you. Please email info@brandedluggageco.com with a hi res image of your logo, the colours that you would like, the background design and any other details you deem necessary.
How are the luggage personalized and packaged?
The luggage are personalized using the latest and highest quality printers which are printed on to high quality canvas. The canvas sits behind a transparent polycarbonate shell. This ensures your image doesn’t scratch or peel. They are packaged in a black drawstring dust bag with a blank shipping box.
If you have a drop shipping account, we are able to include any business paraphernalia such as thank you cards etc. with your shipment. Please contact info@brandedluggageco.com for an address on where to send these
My Order
I have not received my order confirmation email.
All order confirmation emails are sent automatically after an order has been placed. If you are unable to see it in your inbox, please check your junk mail folder. If you are still unable to find it, please contact info@brandedluggageco.com and we can check the email address that it was sent to.
Can I add another product to my order once an order has been placed?
If you have missed out an item on your order, you would need to place another order.
If you are international, please contact us at info@brandedluggageco.com and we can see if we are able to combine postage. Your item may have already been booked in with our shipping courier so this may not be possible.
Can I change my order?
Please make sure when personalizing your luggage that all spelling/designs are double checked before completing the order. If you wish you change or alter your order, you will need to do so within 1 hour of placing your order. This is due to the products going straight into production and the personalized nature of the products.
Can I cancel my order?
If you wish to cancel your order, you will need to do so within 1 hour of placing your order. This is due to the products going straight into production and the personalized nature of the products.
Why has my order not arrived yet?
If your order has not been received, please check the date that the product was ordered and whether it is due for dispatch yet. The orders can take up to 5 working days (doesn’t include bank holidays and weekends) to be dispatched so your order may not be due for dispatch. If your order has surpassed the 5 working days, please do contact us at info@brandedluggageco.com and we will look into your order for you.
If you order has been dispatched but you have not yet received it, please check the tracking details that have been sent via email to the email address on the order. If you are unable to see this email, please check your junk mail. Your
tracking will tell you where on it’s journey your order is. Please do check the tracking to see if it has been updated with a delay during transit notice or if the courier has attempted delivery. The courier will usually attempt delivery twice but please
arrange for a redelivery via your tracking link as soon as possible as if they return to sender, you will be liable to pay for the cost to have the item
redelivered.
I have received the wrong item, what do I do?
In the unlikely event that you have received an incorrect item, please email us at info@brandedluggageco.com with your order number and an image of what you have received.
My item has arrived damaged, what do I do?
In the unlikely event that your item has arrived damaged, please contact us at info@brandedluggageco.com right away with a picture of the damage so that we can get this rectified for you.
My luggage is faulty, what do I do?
In the unlikely event that your luggage is faulty, please contact info@brandedluggageco.com within 7 days of receipt of your luggage to let us know of the fault.
What is your return policy?
Please click here for our full returns policy.
Do I have to pay duties/customs?
Any items dispatched outside of Canada may be subject to customs charges which you will be liable to pay for. Please contact your local customs office for an estimate on how much this will be before an order has been placed.
Payment
What payment methods do you accept?
We accept all major credit and debit cards, Apple Pay and PayPal.
Wholesale
How do I apply for a wholesale account?
It's simple! Just click here
Drop Shipping
I would like more info on drop shipping
Please check out our drop shipping page here for all details
Keys, Locks & Spare Parts
Why didn’t I receive a key with my luggage?
The locks on the luggage are TSA Locks which are set by a combination code and do not require a key. We provide a plastic pin so that your combination can be changed from the default setting. If you misplace the pin provided, any thin, strong, sharp alternative should suffice.
How do I set the code on my lock?
The lock is set as the default 000, you can either choose to keep this or change it to a combination of your choice using the steps below (choose a memorable code so that you don’t forget what it has been changed to).
- Using the plastic pin provided, push into the small pin hole on the left of the lock until you hear a click
- Turn the dials to set your new combination
- Once you have changed the numbers to your new combination, push the release button on the right of the lock until you hear another click.
- Your new code is now set!
What do I do if I have forgotten my code?
If you have forgotten your code, we would recommend to go through all possible combinations starting from 000, 001, 002 through to 997, 998, 999. This usually takes around an hour but is the most time and cost efficient for you. Once you unlock your case, we would recommend either making a note of your code, or resetting the code using the instructions above to a more memorable code.
How do I order replacement parts?
Certain parts of your case can be ordered and replaced including locks and wheels. For more information or to order a replacement part, please email info@brandedluggageco.com
Warranty & Repairs
My luggage has been damaged, what do I do?
Please check out our warranty page here for full details of our warranty and what is covered. This page also includes details on what to do if your luggage has been damaged while in the possession of the airline.