Frequently Asked Questions
Frequently Asked Questions (FAQ)
Welcome to our FAQ page! Below are answers to common questions about luggage repairs, warranty claims, pickup services, and more.
General Questions
Where is your store located?
We are based in Melbourne. Visit our Contact Us page for our exact address and business hours.
Q. Do I need an appointment for a repair?
No appointment is necessary! Simply walk in during business hours. If you’d like an estimate before visiting, request one on our Get a Quote page.
Q. Do you sell luggage and travel accessories?
Yes! We sell Tosca luggage in various sizes, along with Sue Carson Travel Accessories. Learn more on our Sue Carson Travel Accessories page.
Q. Do you offer pickup and delivery?
Yes! We offer pickup and delivery services for customers who can’t visit our store. See our Pick-Up and Delivery page for details.
Q. Do you repair all brands of luggage?
We repair most major brands, including TUMI, Samsonite, Delsey, American Tourister, Tosca, Victorinox, High Sierra, Wenger, Eminent, and more. If parts are available, we can repair other brands as well. Check our Brands We Repair page for a full list.
Luggage Repair Services Questions
Q. What types of luggage repairs do you offer?
We specialize in:
- Wheel Repairs – Replacing or fixing damaged wheels.
- Handle Repairs – Fixing retractable and fixed handles.
- Zipper Repairs – Repairing or replacing broken zippers.
- TSA Lock Repairs – Fixing or replacing TSA locks.
- Hard-Shell Crack Repairs – Restoring cracked luggage.
- Leather Repairs – Stitching, patching, and conditioning.
- Hardware Repairs – Fixing hinges, clasps, and other fittings.
See our Luggage Repairs page for more details.
Q. How much do repairs cost?
Repair costs vary depending on damage and parts needed. For an exact quote, submit a request on our Get a Quote page.
Q. How long do repairs take?
- Standard repairs: 5-7 business days.
- Complex repairs: May take longer (we’ll notify you).
- Urgent repairs: Call ahead to check availability for same-day or express service.
Q. Do you use genuine parts?
Yes – We use genuine manufacturer parts whenever possible. If unavailable, we use high-quality alternatives for durability.
Q. Can you fix cracked hard-shell luggage?
Yes! We repair cracks and restore the strength of hard-shell suitcases. See our Crack Repairs page.
Warranty & Airline Repair Questions
Q. Do you handle airline damage repairs?
Yes! We specialize in warranty and airline damage repairs for major luggage brands. See our Warranty Claim page for details.
Q. What’s the airline warranty claim process?
- Bring your damaged luggage + airline claim documents.
- We assess the damage and provide a formal quote.
- The airline reviews and approves the repair.
- If denied, you can still opt for a paid repair.
Q. Which brands do you repair under warranty?
We are an authorized warranty repair center for brands like Samsonite, American Tourister, Antler, Delsey, Victorinox, Rimowa, Travelpro, and more. See our Brands We Repair page.
Q. Is there a fee for warranty assessments?
Yes, $20 quote fee (non-refundable). This applies to warranty and airline claim quotes.
Q. What types of airline damage are covered under warranty?
Covered:
- Broken wheels, handles, or zippers from airline mishandling.
- Cracked hard-shell luggage.
- TSA lock damage.
Not Covered:
- Scratches, dents, or cosmetic wear.
- Pre-existing damage.
Q. Can I send a warranty repair by mail?
Yes! We offer postal repair services for customers outside Melbourne. Contact us for details.
Q. Do I need to return to the store where I bought my luggage for a warranty repair?
No! You can come directly to us with your suitcase and proof of purchase. We handle the entire warranty process.
Pickup & Delivery Service
Q. How does pickup & delivery work?
- Request a pickup.
- We collect your luggage.
- Repairs are completed.
- We return your repaired luggage.
Visit our Pick-Up and Delivery page to schedule a pickup.
Q. Is there a fee for pickup & delivery?
Yes – Cost varies by location. Contact us for a quote.
Q. Do you offer services for businesses and hotels?
Yes! We work with hotels, travel agencies, and corporate clients for bulk luggage repairs.
Q. How do I pay for pickup & delivery?
Payment is required before pickup. Call us to arrange payment.
Pricing & Payment Questions
Q. How can I get a repair quote?
- Visit us in-store for an assessment.
- Submit an online request via our Get a Quote page.
- Email photos of the damage for an estimate.
Q. Why is there a $20 quote fee?
The $20 fee applies to all repair assessments, including warranty claims. It is non-refundable.
Q. Q. Do you charge a diagnostic fee?
No – Basic assessments are free. However, if a written report is needed (e.g., for an airline claim), a formal quote fee applies.
Q. Do you offer fixed repair pricing?
No – Repair costs depend on damage and parts needed. We provide upfront pricing before repairs start.
Q. What payment methods do you accept?
Cash or Credit/debit cards
