Frequently Asked Questions (F.A.Q)
Frequently Asked Questions
Q. How do I order parts and accessories for my bag?
A. After identifying the model of your bag, click on the Customer Service tab and select "Repair Catalogs". Select and download the appropriate link for your bag. Once you have identified the part numbers that you need, refer to the last page of the catalogs for the price list. Call us at 1-800-741-7471 (M-F 9:00am-5:30pm EST) or email us at firstname.lastname@example.org. Kindly include your name, shipping address, phone number, style number and color of your bag, along with the parts and quantities that you need. We will contact you if we need additional information.
Q. How do I identify the model name of my bag?
Atlantic® Luggage has a white tag on the door or flap of the bag. This tag will include the entire model number. (i.e.: 327072201 or 37292-25F) You may also need to identify the type of bag: Garment Bag, Tote, Duffel, etc.) For case luggage, measure the height of the case when standing with wheels on the ground to determine the size of the bag, i.e., 22", 26", etc.) Do not include the wheels or handle when determining the height; simply measure the case only.
Q. How do I arrange for repairs?
A. To locate the nearest dealer, click on the “Repair” link. Once you have been redirected to the Repair page, choose the Country or State where you are located. A new window will appear with all authorized repair locations within your state. Once you have located a repair facility, we recommend contacting the dealer in advance to confirm their business hours and to ensure that they are equipped to resolve the problem. (For example, not all dealers provide repairs to zippers.) Our dealers are authorized to confirm and perform warranty related repairs, as well as non-warranty repairs. Simply present the bag for the dealer’s review and they will guide you through the repair process. If you cannot locate a facility nearby, we apologize for the inconvenience and are more than happy to repair your bag at our headquarters. Kindly email us at email@example.com with the following information: name, address, phone, style and model number, as well as detailed description of the problem. We will provide you with a Repair Authorization Number (RMA) within two business days.
Q. Once I receive my RMA number, what is the next step?
A. The RMA number should be taped to the outside of the bag and also written on the outside of the carton used to ship the bag to us. Please do not ship a bag without the RMA number; an RMA number is required to process a repair request. Travelpro Products, Inc. 700 Banyan Trail Boca Raton, FL 33431
Q. How do I know if the repairs are covered under warranty?
A. Your bag will be evaluated by our repair professionals to determine if the damage is covered under warranty. Unfortunately, it is impossible to make an accurate determination without seeing the bag. If your bag is covered under warranty, it will be repaired promptly and returned to you. If damages are not covered by your warranty, we will call you to discuss your repair options.
Q. Will I be reimbursed for shipping costs?
A. Atlantic® Luggage does not provide reimbursement for shipping costs to our facility. We will pay to return the bag to you, as well as any parts or labor on items covered under warranty.
Q. How long does it take to repair my bag?
A. Repair times vary depending upon the severity of the problem. Typically, bags sent to our headquarters are repaired and shipped back within two to four weeks.
Q. How do I clean my bag?
A. A cleaning solution of 50% water and 50% Industrial Strength Alcohol should be sprayed on the bags. Once applied, rub down gently with a soft cloth and allow to air dry. Industrial Strength alcohol may be purchased through any home improvement store.
Q. I can’t find my bag on your website How come?
A. If your bag is more than 1-2 years old, it may have been replaced by a newer generation. If you purchased recently in a major department store, your bag may have been an exclusive item for that store.
Q. How can I find companion pieces for bags I’ve purchased in the past?
A. We will need to know the collection name or style number. Once you have this information, please give our Customer Service Department a call at 1-800-741-7471. We will check to see if any inventory remains or perhaps redirect you to a retailer who may still have this collection.
Q. I love the Atlantic® Luggage Quad Wheel technology. Do you still have this available?
A. Unfortunately, this product line has been discontinued. We do receive inquiries about this product quite often and will continue to explore the viability of this product for future product types. We do not have any inventory remaining. However, if you call our Customer Service Department, we may be able to help you locate a retailer with inventory.
Three Dial Combination Lock
The Transportation Security Administration (TSA) screeners and airline check-in staff at airports are trained to recognize the Travel Sentry® logo. They understand that baggage with locks displaying this mark are permitted to remain locked. TSA screeners have access to special codes that allow them to open those locks in the event that the baggage must be opened for inspection. With Travel Sentry® official locks, the TSA can screen checked baggage faster, without having to break open locks.