Your Satisfaction is our Priority

Email: service@luggex.com (or via Amazon, if applicable).

Phone: U.S.：+1(833)570 5808；

Canada：+1(888)507 7255

Customer Service Available (UTC-7): Mon-Fri (excluding holidays), 8:00 AM – 2:00 AM (Next Day)

Return & Exchanges

What is your return & exchange policy?

We offer a 30-day return policy from the delivery date. To qualify for a return, the item must be unused, in its original package.Please read carefully – Returns will not be accepted in the following cases:

  • The return request is made after 30 days.
  • Damage caused by negligence (e.g., improper use, obvious human-induced damage).
  • Minor cosmetic damage (such as scratches or wear) does not affect functionality.
  • Items were removed from the original packaging without any manufacturing defects.
  • Products labeled as "Non-refundable after unpacking" on the product page.

How do I make a return?

Return Process

Step 1: Contact LuggeX

  • Email: service@luggex.com (or via Amazon, if applicable).
  • Phone: U.S.：+1(833)570 5808；Canada：+1(888)507 7255
  • Include: Your order ID, photos of the issue, and a brief description.
  • Response Time:

Step 2: Return Approval & Shipping

  • For manufacturing defects: Provide photos for verification.
  • For non-defective returns: Eligibility and applicable fees will be confirmed.
  • Return Tracking: Once shipped, send the tracking number via email.

Step 3: Refund/Replacement

  • Refund without return: Processed via email notification.
  • Refund after return: This is Processed within 5 business days after receiving the product.

Do I need to pay for any potential fees?

You'll only need to cover the return shipping—no extra fees, no hassle. Once we receive your return, we'll process your refund back to your original payment method within five business days.

Shipping

Where can you reach out? /Where can you ship to?

We currently offer delivery to the United States. and Canada. However, some remote areas may face delivery challenges. If you're unsure whether your location is within our service area, please contact our customer service team for assistance.

Do I need to pay tax or any extra fee?

We offer free shipping for all products, and there's no need to pay any additional fees.

How long would it usually take to be delivered?

We expect your package to be delivered within 5-7 days. However, delays may occur due to weather conditions or unforeseen circumstances. We sincerely apologize for any inconvenience this may cause. If you experience any issues tracking your package, please don't hesitate to contact us.

What's the solution to the damaged package during shipping?

We are actively seeking effective ways to minimize potential damage during shipping. If you receive an item that has been damaged in transit, please take photos as proof and contact us promptly. Once confirmed, we will work with you to find a suitable solution.

Warranty

What kind of situation cannot be accepted?

Cases Not Accepted

  • Damage caused by misuse, negligence, or improper handling (e.g., excessive force, overloading, or dropping).
  • Normal wear and tear (e.g., scratches, scuffs, fading, or minor dents that do not affect functionality).
  • Damage caused by airlines or other transportation services (please file a claim directly with the carrier).
  • Unauthorized repairs or modifications that alter the original structure or function of the product.
  • Accidental damage (e.g., fire, water exposure, or other external factors beyond normal usage).
  • Lost or stolen items are not covered under warranty.
  • Lining damage.

For any questions regarding warranty eligibility, please contact us before filing a claim.

The secondary application?

If a part becomes damaged again within the warranty period, you can still submit a repair request. We are happy to offer extended support. However, the second request will still require a damage assessment. Please prepare relevant evidence before applying and consider the processing time accordingly. We appreciate your patience.

How can I make a warranty claim?

You need to submit your claim via the chat window on our website or by email (service@luggex.com), including detailed photos and a brief description of the issue.

All claims must include the order ID. Don't hesitate to get in touch with our service team for further assistance.

We will respond to your request within 1-2 business days, excluding holidays.

Email: service@luggex.com (or via Amazon, if applicable).

Phone: U.S.：+1(833)570 5808；Canada：+1(888)507 7255