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. If you have any questions, please don't hesitate to reach out customer service team at email@example.com or (866) 370-1436. Our team is available Monday - Friday, 9am - 5pm EST.
Can I return a customized piece of luggage?
Absolutely – the same rules apply as other items.
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, but otherwise, refunds for returns that meet our policy terms will be directly applied to your original form of payment.
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 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. Simply follow the link in the "Returns Center" in the footer of our site to print out a pre-paid return label, return your luggage to our factory, and we’ll either repair or replace your suitcase. Our 5-year comprehensive warranty covers any non-cosmetic damage that your case may incur, even if it’s from aggressive baggage handlers.
How do I customize my suitcase?
ROAM Luggage allows you to design your own personalized suitcase directly on our website. First select a case size. Then, 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 assemble your piece by hand in our California warehouse.
How do I set or change the number on my TSA lock?
Keep your belongings secure by setting your ROAM Luggage 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 to press the reset button until you hear a click. Set your new combination by turning the dials to 3 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. The zipper pulls can only be inserted into the lock if the dials are NOT set to the correct combination.
Which cases 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” high x 14” wide x 9” deep and weighs only 5.8 pounds, meeting the carry-on size requirements for all major airlines. The Jaunt XL provides 2 extra inches of width and weighs only 6.2 pounds, and qualifies 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 check-in case 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 2-4 day trip; whereas, our largest check-in bag, The Globetrotter, can accommodate travel for up to 2-3 weeks. Given our range of offerings, many customers find that purchasing a set of different sized bags is the best option to suit their 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 all of our products.
Does a wide-body carry-on fit on all flights?
Our larger carry-on bag, The Jaunt XL, qualifies as an accepted size on almost all U.S. domestic flights. The bag measures 22” high x 16“ wide x 9” deep, providing 2 extra inches of width compared to The Jaunt. Please note that smaller shuttle and regional jets may have limited overhead storage space.
Can my suitcase scratch or dent?
Exploring can get a little messy. Most scuff marks and dirt can be easily wiped off with a damp cloth, but over time your case may acquire some scratches and marks that are the signs of a life well-traveled. We apply a proprietary nano-coating finish to our 100% virgin U.S. polycarbonate that helps prevent scratches in the first place. The color is fully saturated in our shells all the way through (and not a thin colored film that is applied on top as with some other brands), so any scratches that do occur will be less visible.
How do I clean and store my suitcase?
ROAM suitcases are designed to make your traveling easier – even the mucky parts. Most scuff marks and dirt can be easily wiped off with a non-abrasive spray cleaner or a melamine foam sponge (such as Mr. Clean Magic Eraser™). If something spills inside your suitcase, our water-resistant nylon lining can be wiped clean with mild detergent and water. To store your cases, you can 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 the monogram section on the product page, enter initials and select color. Note, initials will always be capitalized.
Where can I purchase your products?
You sell our products exclusively on our own website at www.roamluggage.com
How strong is your suitcase?
Every component on a ROAM suitcase is 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 are your suitcases made of?
At ROAM Luggage we believe the best cases start with the highest quality components. Our 100% virgin polycarbonate shells are made exclusively 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 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 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 pounds The Jaunt XL Wide Carry-On: 6.2 pounds The Journey Medium Check-In: 7.9 pounds The Globetrotter Large Check-In: 9 pounds
Are your suitcases waterproof?
Our cases are water resistant and designed to withstand the elements. A protective, water resistant 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. The hard shells on our cases are water resistant as well, so you won't have to worry if your bags are on the tarmac during a rainstorm.
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. If you have any questions, please don't hesitate to reach out customer service team at firstname.lastname@example.org or (866) 370-1436. Our team is available Monday - Friday, 9am - 5pm EST.
How much does shipping cost and what methods do you offer?
We offer free ground shipping on all orders shipping within the continental US that will arrive within 6-10 business days. In a hurry? We offer expedited 3-5 business day shipping for an additional $50, or opt for guaranteed overnight shipping to receive next business day (Mon-Fri) when ordered by 1PM EST for $100. For a more detailed breakdown of our various shipping methods and cost, please take a look at our Shipping & Returns Policy.
How long does it take for my product to ship?
Every ROAM suitcase is hand-assembled in our 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. If you choose the free Ground Shipping option, your order will arrive within 6-10 BUSINESS days. In a hurry? We offer expedited 3-5 business day shipping for an additional $50, or opt for guaranteed overnight shipping to receive next business day (Mon-Fri) when ordered by 1PM EST for $100. For a more detailed breakdown of our various shipping methods and cost, please take a look at our Shipping & Returns Policy.
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 email@example.com, 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 we plan to 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.