Order Status

Has my order shipped?


Click the "My Account" link at the top right hand side of our site to check your orders status.

How do I track my order?


Click the "My Account" link at the top right hand side of our site to track your order.

My order never arrived.


Click the "My Account" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

An item is missing from my shipment.


Click the "My Account" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

My product is missing parts.


Click the "My Account" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

When will my backorder arrive?


Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you.

My Account

How do I create an account?


1) Click the "My Account" link at the top right side of our site. 2) Click Create account Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

How do I edit my account information?


Click the "My Account" link at the top right hand side of our site to edit your account information.

How much is my shipping?


Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.

I forgot my password.


Click the "My Account" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.

How do I return my product?
I received the wrong product.


If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product.

What is your return policy?


Please see our Terms & Conditions for complete details regarding our return policy.

When will my order ship?


Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may click the "My Account" link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.

International Shipping

Do you ship to my country?


Curing the check out, we'll ask for your shipping address details including country. If your country is not in the dropdown menu of available countries, unfortunately we cannot ship to your country at this time.

What are my payment choices?


During the checkout process you may choose any of our current payment options and continue to place your order. Please note that we will not ship your order until we receive payment from you.

When will my order ship and what are my shipping charges?


Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered
Shipping Method choices and their prices. We will ship your order shortly after we receive payment from you.

What is the return policy?


Please see our Terms & Conditions for complete details regarding our return policy.

Guarantees

Low Price Guarantee


It is our commitment to provide you with the best value, at the best price. We value your business and strive to keep our prices low, and SAVE you money!

Privacy Policy


We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.

Security


This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.

Pricing and Billing

Luggage City Price Beat Policy


Luggage City Price Beat Policy offers the best price on all of our products. If you find any lower price from any authorized online Canadian retailers, just provide us with the name of the website where the lower price is advertised. We will verify the price and that the item is in stock and available for immediate sale and delivery. We will beat it by 10% of the difference.

Terms and Conditions

  • The product must be located in Canada and of the same brand, color and model. The product must be sold by an authorized online dealer located in Canada. The product must be new with tag and subject to a manufacturer's warranty applicable in Canada. Competitor's prices must be in Canadian dollars and will be adjusted for any taxes, fees or other charges such as shipping and handling fees.
  • Our Price Beat Policy does not apply to advertising errors, Boxing Week prices, clearances, liquidations, restricted offers, rebates, coupons, premiums, free of bonus offers, limited or minimum quantity or limited time offers, close-outs, and financing offers.
  • Price Beat Policy cannot be combined with any other offers.
  • Price Beat Policy is available for online transactions only and is not applicable for in-store purchases.
  • We reserve the right to cancel or change these terms at any time.

 

Do I have to pay sales tax?


Federal GST and provincial PST are charged according to the province the goods are being shipped to. For example, if your shipping address is located in Alberta, then you would pay the taxes as if you were purchasing the goods in Alberta. International shipping may be subject to duties and tariffs accordingly.

I have a question on my charges.


Click the "My Account" link at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.

I need a copy of my receipt/invoice.


Click the "My Account" link at the top right hand side of our site to print invoices.

When will my credit appear on my account?


Credits usually take 7-10 business days from the time we receive your item(s).

When will my credit card be charged?


Your credit card will be charged at time of purchase.

Buyer's Guide

How do I find my product?


To find the product(s) you're looking for, you may (1) use the navigation menus on the top, left & bottom of our website. (2) type a keyword into the SEARCH box. If you have any trouble locating a product, feel free to contact customer service for assistance.

How do I navigate the site?


To navigate this website, simply click on a category you might be interested in. Categories are located on the top, left & bottom of our website. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You'll notice that anytime you scroll over something that is a link, your mouse cursor will become a "hand". Whereas scrolling over anything that is NOT a link will leave your cursor as an "arrow". You may also type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, feel free to contact customer service for assistance.

How do I use a coupon?


After adding items to your cart, click the "View Cart" link at the top of this site to view your cart. Then confirm and click CHECK OUT button. Below the items list, you'll see a box where you may enter your coupon code.

Additional Support

How do I contact you?

Shipping

Orders amounting to $99 and up are eligible for our free shipping promotion but with restrictions.

Customers who live in the following provinces are not covered by our free shipping promotion as per our Shipping Policy: British Columbia, Alberta, Newfoundland and Labrador, Manitoba, Prince Edward Island, Nunavut, Saskatchewan, Yukon and the Northwest Territories.

Yes, Luggage City offers international shipping. For customers in the United States, we provide regular shipping options, though please note that any additional costs, such as duties and taxes, are not covered by Luggage City.

For customers residing in countries other than the United States, we encourage you to share your complete shipping address with us. We will then assess the shipping fees for your specific location, typically through a manual order form. Please be aware that, for international orders outside of the US, any associated duties and taxes will be the responsibility of the customer. We are committed to accommodating our global customers, making your shopping experience with us as convenient as possible.

It depends on where you are. Orders processed here will take 5-7 business days to arrive. Overseas deliveries can take anywhere from 7-16 days. Delivery details will be provided in your confirmation email.

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

Product

Carry-On Luggage (Typically 18-22 inches):

  • Ideal for short trips, weekend getaways, or when you want to avoid checked baggage fees.
  • Fits in the overhead compartment of most airlines.
  • Suitable for 2-4 days of clothing and essentials.

Medium Luggage (24-26 inches):

  • Perfect for week-long trips or shorter trips where you need to pack more.
  • Offers more space for clothing, shoes, and accessories.
  • May still fit in the overhead compartment of some airlines but check with the specific airline's policies.

Large Luggage (28-32 inches):

  • Best for extended vacations, long trips, or when you need to pack bulky items.
  • Typically checked baggage, as it may not fit in overhead compartments.
  • Ideal for 7 days or more of travel.

Hardside Luggage

  • Shell Material: Hardside luggage features a rigid, hard outer shell typically made from materials like polycarbonate, ABS plastic, or aluminum, providing excellent protection for your belongings.
  • Durability: Hardside luggage is known for its durability and ability to withstand rough handling, making it a preferred choice for protecting fragile items.
  • Water Resistance: It's generally more water-resistant than softside luggage, offering added protection against rain or moisture.

Softside Luggage:

  • Shell Material: Softside luggage is made from fabrics such as nylon, polyester, or ballistic nylon. This flexible material allows for more give and expandability.
  • Flexibility: Softside luggage is more flexible and can often expand to accommodate extra items, making it a good choice for over-packers.
  • Pockets and Compartments: It often features exterior pockets and compartments for easy access to travel essentials like documents, laptops, or toiletries.
  • Lightweight: Softside luggage is generally lighter than hardside luggage, making it easier to maneuver and carry.

Absolutely, we've streamlined the process for initiating a refund request on our website to make it effortless for you. If your purchase doesn't meet your expectations, simply log in to our website and request a return by clicking here. If you need further assistance, don't hesitate to reach out to our dedicated team at 905-851-2001 x 29 or Toll-free at 1-833-662-7233, or you can send us an email at sales@luggagecity.ca to request a return authorization. Please note that all online purchases require a return authorization before being returned in-store or couriered back to our warehouse. It's important to mention that returns are accepted only for shipments made within Canada; unfortunately, international orders, including those from the US, are not eligible for refunds or exchanges. Your satisfaction is important to us, and we're here to assist you every step of the way.

It depends on the creator and the product. All options are outlined on the product page, so look out for customization options there.

Customer support

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