How do I customize my suitcase?
Roam allows you to design your own personalized suitcase from scratch directly on our website here. First select a case size. There, you’ll be able to choose from over 10 different colors and customize everything from the shell color to the zipper pulls to the wheel hub caps. Once you’ve completed that process, we’ll build your piece by hand and ship it out within hours, depending on shipping option selected at checkout.
How do I set or change the number on my TSA lock?
Keep your belongings secure by setting your ROAM lock code to something you’ll remember: To do this, start by setting the dial to its original factory setting: 0-0-0. Then use a paper clip or other small implement to press down on the reset button until you hear a click. Set your new combination by turning the dials to three numbers of your choosing. To store your new combination, slide the button in the direction of the arrow (toward the dials) until you hear another click. Your new combination is now permanently stored. If you wish to reset the combination again, begin with the dials positioned at the existing combination, then proceed with steps 2 through 6 above. Note that the zipper pulls can only be inserted into the lock if the dials are NOT set to the correct combination.
Which products are carry-on size?
We currently offer two styles that are carry-on sized: The Jaunt and The Jaunt XL. Our smallest bag, The Jaunt, is 22” H x 14” W x 9” D and weighs only 5.8 lbs., meeting the carry-on size requirements for all major airlines. The Jaunt XL provides two extra inches of width and still weighs only 6.2 lbs., which qualifies it as an accepted carry-on on almost all domestic flights.
How do I know which size is right for me?
Roam offers a range of sizes for a reason: we want to cover all your potential travels needs, whatever they may be. Whether you are looking for a new carry-on bag or a more spacious option for making yourself at home in any time zone, we have the bag for you. Generally, our smallest carry-on sized bag, The Jaunt, is best for a 2 to 4 day trip, whereas our largest bag, The Globetrotter, can accommodate travel for up to two to three weeks. Given our range of offerings, many customers find that purchasing a set of different sized bags is the best option to suit their various travel needs. For more help choosing the right style, you can take a look at the “See the Collection” page on our website for a side-by-side comparison of each of our products.
Does a wide-body carry-on fit on all flights?
Our larger carry-on sized bag, The Jaunt XL, qualifies as an accepted carry-on on almost all domestic flights. The bag measures 22” H x 16 “ W x 9” D, providing two extra inches of width compared to The Jaunt.
What is your warranty?
In the unlikely event that something goes wrong with your luggage, don’t worry— all ROAM suitcases are backed by our comprehensive 5-year warranty. Just return your luggage to our factory and we’ll take care of the rest, either repairing or replacing your suitcase and getting it back to you ASAP. Our 5-year comprehensive warranty covers any non-cosmetic damage that your case might incur, even if it’s from aggressive baggage handlers or a passing truck.
Can my suitcase scratch or dent?
We know that exploring can get a little messy. Most scuffmarks and dirt can be easily wiped off, but of course, over time, your case might acquire some scratches and marks that are the signs of a life well-traveled.
How do I clean and store my suitcase?
ROAM suitcases are designed to make your traveling life easier – even the mucky parts. Most scuffmarks and dirt can be easily wiped off with a non-abrasive spray cleaner or a melamine foam sponge (such as Mr. Clean Magic Eraser™). And if something spills inside your suitcase, our water-resistant nylon lining can simply be wiped clean with a mild detergent and water. To store your cases, you may nest the standard carry-on, medium size check and large size check cases for space-saving storage.
How can I get my suitcase monogrammed?
You can easily add a monogram in a variety of colors for any of our bags. Please select or customize your case, scroll to monogram section on the product page, enter initials and select color. Note, initials will always be capitalized.
Where can I purchase your products?
You can buy our products online at www.roamluggage.com.
How strong is your suitcase?
Every component on a ROAM suitcase is hand-selected to be both incredibly durable and lightweight. Our case shells are the only ones extruded and molded in the US from 100% virgin polycarbonate, resulting in a shell that’s both exceptionally lightweight and extremely strong. And unlike most other companies, which apply a thin film to achieve their case color, our polycarbonate is completely saturated with pigment. So our signature colors will never scratch off – no matter how many trips you take together. On top of that, a protective coating gives our zippers a tight seal that keeps your belongings dry, even in the worst conditions— something that most luggage brands overlook, due to the cost.
What is your suitcase made of?
At ROAM, we believe the best luggage starts with the best components. Our 100% virgin polycarbonate shells are made exclusively for us in US factories, and every other element of a ROAM suitcase is thoughtfully sourced from the most prestigious makers in the world: ball-bearing wheels from Japan, industrial thread from Germany, aircraft-grade aluminum handles from China. Our carry handles are ergonomically designed for an easy, comfortable grip that feels good in your hands. All of these parts are assembled by hand in our workshop in California, under the watchful eye of one of our founders. The result? A suitcase that will endure all of the trials (and miles) that you can throw at it.
How much do your suitcases weigh?
The first time you pick up your ROAM suitcase, you’ll notice something missing—those extra pounds. That’s because every single component was carefully selected to maximize strength and minimize weight. The exact weights of all of our products are as follows: The Jaunt carry-on: 5.8 lbs. The Jaunt XL wide carry-on: 6.2 lbs. The Journey medium check: 7.9 lbs. The Globetrotter large check: 9 lbs.
Are your suitcases waterproof?
A protective coating gives our zippers a tight seal that keeps your belongings dry, even in the worst conditions— something that most luggage brands overlook, due to the cost. But this detail can make the difference between a good vacation and a bad one.
How can I compare your products?
You can find a side-by-side comparison of each of our products on the “See the Collection” page on our website.
What is the status of my order?
You can easily check the status of your recent purchase by clicking the “Account” icon and entering your order number, found in the email notification you received when your order was shipped.
How much does shipping cost and what methods do you offer?
We offer free UPS Ground shipping on all orders shipping within the USA. In a hurry to ROAM? We get it. Select one of our expedited shipping options to get your suitcase more quickly— even next-day. We provide expedited 2-3 day shipping for an additional $25 or a guaranteed overnight option for $75. For a more detailed breakdown of our various shipping methods and cost, take a look at our Shipping & Returns Policy.
How long does it take for my product to ship?
Every ROAM suitcase is hand-built in our own facility in California— it’s how we’re able to keep such a close eye on every component and ensure the final product is truly the best. After you place your order, our team builds your custom luggage from scratch, which takes 1-3 business days. Once your order is ready to ship, you can expect it to arrive at your door in 1-7 business days with our free UPS Ground shipping option. Should you choose one of our expedited shipping options, your order will be processed within one business day.
How do I change or cancel my order?
We try to fulfill orders as quickly as possible; that said, please give us a call at (866)-370-1436 (Monday - Friday, 9am - 5pm EST) or send an email to firstname.lastname@example.org, and we’ll find a good solution. And remember – we offer a 60-day trial period for all orders, so if you don’t agree that ROAM is the best suitcase in the world even after you’ve tried it, you can return your case for free with no questions asked.
Do you ship internationally?
We currently only ship within the US, but will expand to other countries in the near future.
Do you ship to PO boxes?
Unfortunately, we’re unable to ship to P.O. boxes at this time.
How does the trial period work?
We’re sure you’ll love your ROAM luggage just as much as we do, and we want you to be 100% satisfied with your purchase. That’s why we offer a 60-day trial period for all orders— including customized cases. If you don’t agree that ROAM is the best suitcase in the world, you can return your case for free with no questions asked— even if you’ve taken it on a trip or two in the meantime.
What is the return policy?
Under our 60-day trial period, you can return your case for free with no questions asked – even if you’ve taken it on a trip or two in the meantime. Any fees associated with expedited shipping services are non-refundable and custom cases (not including pre-designed cases with monogrammed I.D. patches) are subject to a 10% restocking fee upon return, but otherwise, refunds for returns that meet our policy terms will be directly applied to your original form of payment.
Can I return a customized piece of luggage?
Absolutely – the same rules apply, just note that customized orders (not including pre-designed cases with monogrammed I.D. patches) are subject to a 10% restocking fee upon return.
How do I return or exchange my product?
Ready to begin your return? Visit our Returns Center page (located in footer) to submit your request and receive pre-paid return label. Refunds for returns that meet our policy terms will be applied to your original form of payment. For further assistance, email us at email@example.com.