F.A.Q. - Frequently Asked Questions
How do I arrange for repairs?
To locate the nearest Authorized Service Center click here.
Once you have located a repair facility near you, we recommend contacting the Service Center in advance to confirm their business hours and to ensure that they are equipped to resolve the problem you are having with your bag. (For example, not all Service Centers can provide repairs to zippers or torn fabrics.) Our Service Centers are authorized to confirm and perform warranty related repairs, as well as non-warranty repairs. Simply contact the Service Center nearest you and present the bag for review. The Service Center will guide you through the repair process and help you determine if the repair is covered under the warranty service or not. There may be shipping and repair costs related to your item if it is not covered under warranty.
If you cannot locate a facility nearby, we apologize for the inconvenience and are more than happy to repair your bag at our Service Center. Please email us at firstname.lastname@example.org with the following information: full Name, Address, Phone, Contact Email, the bag’s style and model number located inside your luggage, as well as detailed description of the problem. Someone from our Customer Care department will contact you within 24 hours (Monday – Friday 8:30 am – 4 pm EST) and provide instructions. Please ensure that you have provided all of the requested information in the email so that we may help you get your luggage serviced as quickly as possible.
How do I order parts for my bag?
Please use our parts catalogue to find the exact replacement part. To order parts, contact our Customer Service Department at (866) 325-0660 (option #3). We are open Monday-Friday from 8:30 am to 4:00 pm EST.
Am I responsible for parts and repair of my Travelpro bag?
If the bag has been registered and is within the warranty program, you are only responsible for the shipping costs to our repair facility. Parts, labor and return shipping will be paid by Travelpro®.
If there is not a repair center in my area, who is responsible for shipping?
If your bag is under Warranty, the customer is responsible for shipping to our repair center and Travelpro®will return your bag to your the domestic address provided.
How soon will my order arrive?
Most orders ship within 24 hours of receiving your order confirmation.
Standard shipping times vary depending on your destination and the shipping method chosen.
- Purolator Ground: 2-7 Business Days
- Purolator Express: 1-2 Business Days
How long does it take to process an order?
Understanding that our goal is to ship orders as quickly as possible, the processing of an order generally takes 1-2 business days after it is received.
Although we cannot guarantee next day processing, orders placed by 11:59 PM Eastern Standard Time are very likely to ship the following business day assuming that all ordered items are in stock.
For orders of 100 pieces or greater, please call the “Order Department” (toll free at 1-866-325-0660 option 4), Monday to Friday, 8:30 AM to 4:00 PM EST (excluding holidays).
How can I change or cancel my order after it has been submitted on the website?
Unfortunately, we are unable to guarantee that we can change or cancel an order after it has been placed, but we will do our very best to assist you.
If a purchase has not yet been shipped and you wish to make a change or cancellation, please “After-Sales Customer Support” as soon as possible after placing the order (toll free at 1-866-325-0660 option 3), Monday to Friday, 8:30 AM to 4:00 PM EST (excluding holidays).
Please ensure that you have your order number on hand as Customer Support will need this information to locate your order.
Please click here to see our Return Policy Information for further details.
Can I use multiple payment methods for a single order?
Unfortunately, we only accept one form of payment for each order placed. We accept Visa, MasterCard, Discover and American Express.
Will sales tax be charged to my order?
All shipments to Canadian addresses will be charged the applicable sales taxes.
What is the cutoff time for same-day shipping?
Most Orders are Shipped within 1-2 Business Days depending on the time your order was placed. All orders received after midnight will be processed on the following Business Day. Orders placed on non-Business Days will be processed the following Business Day.
Travelpro® Business Days are Monday to Friday, excluding Travelpro® company holidays.
Do you ship internationally
At this time Travelpro® Canada does not ship internationally.
Track your order
Your tracking information will be sent via e-mail when your order shipped from our warehouse.
You can also use our online tracking portal at anytime to track your order.
Product Care Information
How do I identify the model name of my bag?
For Travelpro®bags, you will find a label sewn in the lining. This label will identify the model or series name. (For example: Crew™11, Maxlite 5®, etc.) You may also need to identify the type of bag: Rollaboard case, Garment Bag, Tote, Duffel, etc.
How does the USB port work and where can I purchase the battery?
An exterior USB Port allows you to connect any USB device to a power bank for easy access to power on the go. Dedicated interior pocket holds the power bank which connects to the external USB Port. Power bank batteries are available from electronic retailers.
How do I care for my bag?
Travelpro®products are designed and manufactured to ensure durability, functionality and ease of ownership.
Over the years, manufacturing innovations and overall quality of fabrics and water resistant/stain resistant coatings have led to constant improvement in the wear of our luggage.
Our current lines of luggage feature a variety of nylon based woven fabrics coated with Duraguard™. This additional step acts as a repellent for water and stains.
In the event that your bag does become soiled, follow these simple steps:
- Use a 50/50 mixture of alcohol and water.
- Apply the mixture with a soft cloth, gently rubbing the affected area until the spot is no longer visible.
- Allow the bag to air dry completely before storing.
- You may also add lemon juice to the mixture to improve the smell.
Should you find that your bag has an odor to it, if you wish you put charcoal in it. The charcoal will help absorb the unpleasant odor.
Please do not use any type of soap or other cleaning agent on your bag, as this will interfere with the Duraguard™.
How do I contact Travelpro® Customer Care?
Our mailing address is:
TP-Holiday Group Limited
4875 Boul. Des Grandes Praries
Canada Customer Care:
Returns / Refunds
Return Policy Information
We want you to be happy with your Travelpro® luggage purchase and that it becomes your trusted travel companion. If your Travelpro® luggage fails to meet your expectations for any reason, you may return it for a refund of original purchase price minus shipping costs within 30 days of purchase with a copy of your receipt or proof of purchase.
As a Customer you will be responsible for the return shipping and insurance on returns, except where defective or mis-shipped products are sent. We recommend that you pack the item securely in the original shipping carton, that you insure the package and that you keep the shipping receipt on hand until the credit is issued.
As soon as the returned product has been received and processed at our return center, your original form of payment will be credited. Credit card companies vary on the time it takes for credits to appear on their customers' records, so please allow one or two billing cycles for the refund to appear on your statement.
To receive a Return Authorization, please call our Customer Care Department (toll free at (866) 325-0660 option #3) Monday to Friday between 8:30 AM and 4:00 PM EST (excluding holidays). Please ensure that you have your order number on hand as Customer Care will need this information to locate your order.
Items purchased as a promotional set must be returned as a complete set.