In-Store Pickup Policy

Confirmation of Order Pickup

Customers will receive a confirmation email notifying them when their order is ready for pickup at their selected store location.

Requirements for Order Pickup

Customers must provide a valid photo ID and the email confirmation received to pick up their order. Only the individual whose contact information appears on the order is authorized to pick up the items.

Location for Pickup

During the checkout process, customers can select their preferred pickup location based on stock availability.

• Luggage City - Piazza Del Sole, Woodbridge: 200 Windflower Gate, 201, Vaughan ON, Canada
• K.Jamson Luggage - Promenade Mall, Thornhill: 1 Promenade Circle, 138B, Vaughan ON, Canada 
• Luggage City - Promenade Mall, Thornhill: 1 Promenade Circle, 221A, Vaughan ON, Canada

Customers should present themselves at the Customer Service counter in-store to pick up their orders. Once an order is placed, the pickup location cannot be changed. Customers needing assistance with this should contact our Customer Care Team at sales@luggagecity.ca for support.

Pickup Timeframe

Orders for in-store pickup must be collected within 14 days from the time the order is ready for pickup. Failure to pick up within this timeframe may result in the order being canceled, and the items returned to inventory. Customers can contact customer service at sales@luggagecity.ca for further assistance.

Cancellation and Store Credit

If an order is not picked up within the designated timeframe, the order will be canceled, and the customer will receive a store credit equivalent to the order total. This store credit can be used for future purchases at any of our store locations or online.

Combination of Order Types

Customers wanting a combination of in-store pickup and shipping will need to place separate orders—one for in-store pickup and another for shipping.

Missing Pickup Confirmation Email

Customers who do not receive a pickup confirmation email should contact customer service via email at sales@luggagecity.ca or Live Chat for further assistance.

Changing or Canceling Orders

Customers needing to change or cancel their orders should contact customer service via email or Live Chat for assistance.

In-Store Returns or Exchanges

For information on returning or exchanging items purchased online, customers should refer to our Return Policy.