Online Returns/Exchanges

RETURN REQUIREMENTS

• Items must be returned within 14 days of purchase.
• Items must be undamaged, unused, in their original condition, with original tags, unopened packaging, and the original receipt.
• Refunds will be processed in the original payment method.

Please note: Our return policy applies only to orders shipped within Canada. Orders shipped to the U.S. or internationally are not eligible for refunds or exchanges.

HOW TO RETURN AN ITEM

Returning an item is easy!

1. Online Request: Log in to our website and initiate a return request by clicking here.
2. Contact Us for Assistance:
   • Phone: +1 905-851-2001 ext. 29 or Toll-Free 1-833-662-7233
   • Email: sales@luggagecity.ca

Important: All online purchases require a return merchandise authorization before being returned to a store or shipped back to our warehouse.

EXCLUSIONS

The following items are not eligible for return or refund:

• Drop-ship and special-order items (exchange only).
• Items marked Final Sale, Flash Sale, or discounted by 40% or more.
• Hygiene items, PPE, or face masks.

Note: Original shipping charges are non-refundable.

• If your order qualified for free shipping, the cost of the initial shipment (calculated at the lowest ground service rate) will be deducted from your refund.
• If you paid for shipping on your order, these costs are also non-refundable.

In cases where your order was never picked up or was returned to us due to an incorrect address provided at the time of ordering, it will be treated as a standard return. Additionally, a restocking fee equal to the original shipping charge will be deducted from your refund.

RETURN PROCESS

1. For Online Returns:

   • Contact sales@luggagecity.ca for a return merchandise authorization. Allow 1–3 business days for a response.
   • Once authorized and a RMA is issued to you, print the return merchandise authorization document and include it in your package. Ship the item via your preferred carrier.
   • Returns received without authorization will not be processed.

2. For In-Store Returns:

   • Present your RMA return merchandise authorization and receipt at the store.
     
     Please note that refunds for online returns cannot be issued at the store level, as our e-commerce operations are managed by a separate department. Returns are typically processed the same day by our e-commerce team; however, returns submitted outside of business hours, over weekends or holidays will be processed on the next business day.

SHIPPING & HANDLING

• Customers are responsible for return shipping costs. We strongly recommend using a trackable shipping service or purchasing shipping insurance to ensure your returned item reaches us safely.

  If you are unable to arrange your own shipping, you can request a shipping label from us. The cost of the return shipping will then be deducted from your final credited amount.

  When preparing your return, address it to:
  Returns Department
  Luggage City
  201-200 Windflower Gate
  Woodbridge, ON L4L 9L3

• If an item is returned due to non-pickup, it will be treated as a standard return. See Exclusions. 

AFTER RETURN

Once your return has been processed, you will receive an email notification.

After the item(s) are received and inspected, your refund will be issued to your original method of payment. Depending on your banking provider, the credit typically appears on your bank statement within 7–10 business days.

You will also be informed via email whether your return request has been approved or rejected.

WARRANTIES

Luggage City is not responsible for shipping costs related to warranty repairs or replacements. Customers must contact the appropriate manufacturer directly for any warranty inquiries, repairs, or replacements.

NEED HELP?

We value our customers and strive to resolve any issues promptly. For further assistance, contact us:

• Phone: +1 905-851-2001 ext. 29 / Toll-Free: 1-833-662-7233
• Email: sales@luggagecity.ca
• Hours: Monday–Friday, 10 AM–6 PM (Eastern Time) (Holiday hours vary)

Thank you for choosing Luggage City!

Luggage City
Customer Service Team