Warranty/Repairs
Warranty Claims
When it comes to repairs, we kindly ask our valued customers to provide proof of purchase as a form of warranty claim. While warranty claims can be time-consuming for retailers due to communication with vendors and back-and-forth follow-ups, it is a service we offer to our customers as an added perk.
We are the authorized repair centre for Samsonite, American Tourister, High Sierra, Briggs & Riley and Verage. Should you wish to have our repair specialist assist with your repair please follow the steps below.
If your repair isn’t covered under the manufacturer’s warranty, we’ll provide you with an estimate before proceeding.
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What’s Covered by Warranty?
When analyzing the product for repair, it's important to consider whether it falls under warranty.
Manufacturer warranties typically cover manufacturing defects only.
They do not include damage caused by:
- Misuse (e.g., carrying unusually heavy items).
- Neglect, accidents, abrasion, extreme temperatures.
- Exposure to solvents, acids, water, normal wear and tear.
- Transportation damage (e.g., by airlines).
Improper maintenance or repairs will void the warranty.
As-is, final sale items like face masks, travel accessories, umbrellas, and hygiene products, warranty coverage does not apply, as indicated on the sales receipt.
Turnaround Time
We kindly want to remind you that the turnaround time for repairs is a minimum of 10-15 working days (equivalent to 3 weeks) if parts are available. However, if parts are not readily available, the repair process may take several months. It's important to consider the entire process, including initial assessment, order processing, ordering of parts (if necessary), confirmation of availability of parts, waiting for parts to be shipped to our repair centre, then the actual repairing of your product.
Luggage City sympathizes with you that depending on the situation of your product this can be a lengthy process. But we’re here for you and will support you with your warranty claim or repair process.
Submit a Repair Request
To ensure a smooth and efficient process, please fill out this quick form with your luggage details. A Warranty Processing & Inspection Fee may apply. This small fee covers the inspection and warranty claim processing to ensure the best possible solution for your luggage. Please allow 5 to 7 business days for a reply due to the high volume of requests.
Make sure to have the following information available:
- Photos:
- A clear photo of the luggage serial number.
- A close-up photo of the damage.
- A full photo of the entire luggage.
- Size and color of product.
- Purchase information.
- Detailed description of the repair needed.
- Style number located on luggage interior.
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Airline Damage
Airline damage refers to any harm or deterioration that occurs to luggage or personal belongings while they are in the custody of an airline during a flight. This can happen during various stages of travel, including check-in, loading and unloading, and transit between connecting flights. Common types of airline damage include:
1. Scratches and Dents: These often occur on hard-shell suitcases due to rough handling or stacking.
2. Torn Fabric or Broken Zippers: Soft-sided luggage can suffer from tears or zipper malfunctions due to excessive force or mishandling.
3. Broken Handles or Wheels: Handles and wheels are susceptible to breaking if luggage is dropped or dragged improperly.
4. Lost or Damaged Items: Sometimes, items may go missing or get damaged inside the luggage if the suitcase opens accidentally or is tampered with.
5. Water Damage: Exposure to rain or other liquids can cause water damage to both the exterior and contents of the luggage.
6. Crushing or Impact Damage: Heavy items placed on top of luggage or improper stacking can lead to crushing or impact damage.
Passengers are advised to inspect their luggage upon arrival and report any damage to the airline's baggage service office immediately. Most airlines have specific procedures and time frames for filing damage claims, and it's important to document the damage with photos and keep all relevant travel documents.
Helpful Baggage Care Tips
1. Check Your Baggage Right Away: Inspect your luggage immediately after retrieval. If damaged, report it to the airline first. Travel insurance (if purchased) might also help.
2. If You’re Still at the Airport: Visit your airline’s Baggage Service Counter to report the issue before leaving.
3. If You’ve Already Left the Airport: Return to the airport with your damaged baggage, tickets, and tags. Report the damage in writing to the airline within 7 days of receiving your luggage. (Know your rights from the CTA: https://rppa-appr.ca/eng/right/lostdamaged-or-delayed-baggage). If you are traveling outside Canada or using a different airline, notification deadlines may vary. Please check with the airline's local office or at the airport if you discover your luggage is damaged.
4. What You’ll Need to Provide: Photos of your baggage (including the airline tags).
Photos of the damage. Copies of your tickets and baggage tags.
5. Resolving the Issue: Your airline may: Send the bag to an authorized repair centre. Allow you to bring it to the repair centre. Reimburse you for repairs at your chosen shop.
6. Tips to Protect Your Claim: Report promptly—delays may release the airline from responsibility.
Airlines are not liable for:
- Poorly packed or overweight bags.
- Normal wear and tear.
Pro Tip: Travel insurance can offer additional coverage for baggage issues. If you have
insurance, contact your provider for details on filing a claim.
Luggage City Repair Centre
SERVICE HOURS
Monday-Thursday: 11:00am - 5:00pm
DROP-OFF AND PICKUP
Monday-Friday: 10:00am - 8:00pm
Saturday: 10:00am - 6:00pm
Sunday: 11:00am - 6:00pm
📍 Piazza Del Sole Plaza, Unit 201, 200 Windflower Gate, Woodbridge, ON L4L 9L3
☎️ (905) 851-2001 x 30 / Toll-free 1-833-662-7233
✉️ service@luggagecity.ca
