Frequently Asked Questions
Our hours of operation are Monday thru Friday from 8:00am to 6:00pm Eastern Time and our after-hours sales team is available 24 hours a day, 7 days a week. Whether it's placing an order or answering questions that may help in your purchasing decisions, our specialists are ready to assist you. You can also contact us via email.
- Billing Address (Name, Address, Phone Number, and E-mail)
- Shipping Address (Name, Address, Phone Number, and E-mail)
- Billing Information (Name on Card, Card Number, Card Type, and Expiration Date)
This information is used ONLY for the purpose of processing your order. The shipping address is required in order to ship your order; the e-mail address is used to send your receipt and tracking information; the billing address is needed to verify the identity of the cardholder; and the phone number is neccessary so that we can call you if there's a problem with your order.
For online orders via our shopping cart we accept Visa, MasterCard, American Express and Discover. We also accept checks and money orders. Mail your check or money order along with a detailed letter listing the items you would like and the shipping destination.
We offer free ground shipping on all orders within the continental United States. We do not offer free ground shipping to Hawaii and Alaska since this method is not provided by our carriers. For expedited shipping rates please proceed to our shopping cart where you can submit your Name and Address for an instant shipping quote on 3-Day, 2nd Day Air, and Next Day Air.
Please note that delivery time is subject to the ability of our couriers (UPS, FedEx, and USPS) to fulfill their delivery schedule. FactoryOutletStore is not liable for packages that weren't delivered on time because of mishaps or unavoidable delays by our couriers.
Note: You DO NOT have to submit your credit card information or make any commitment before seeing and agreeing to your shipping charges.
Note: Any changes made to the delivery addresses after shipment will result in a $13 Correction Fee. If the correction will result in the package going to a different State .. customer will be responsible for the Correction Fee plus the cost of Shipping.
All orders are processed and shipped within 1-3 business days. In case the product you selected is on backorder, you will receive immediate notification and be given the choice to remain on backorder, substitute the backordered item for another item or cancel the order. All orders go through an address verification system in order to protect our customers and the company against fraud. Therefore, we reserve the right to cancel any orders that are suspected of being under fraudulent activity.
30-Day Money Back Guarantee.
We want you to be happy with your purchase from FactoryOutletStore.com. We strive to provide our customers with the highest level of service possible. From first visit to order delivery, we want you to be completely satisfied with your experience.
You may return or exchange most merchandise for a refund within 30-Days from date of purchase.
At FactoryOutletStore.com returns are easy. Brand New items may be returned or exchanged within 30 Days from date of purchase. Returns are subject to a 15 percent restocking fee plus the actual cost of shipping. This amount will be deducted from the
amount of your refund.
Factory Serviced items are exchangeable for a replacement of the same model on defective items only within 30 Days from date of purchase.
Bulk Packaged items have a 90 Day EXCHANGE ONLY Warranty from date of purchase. Customer should NOT contact the manufacturer for ANY reason associated with these products.
All returns or exchanges missing or with damage to the original box may be refused or may be subject to a 20% penalty fee (i.e. missing/damaged UPC barcodes, missing/damaged manuals, missing/damaged warranties, tape on the manufacturer's box, etc.). Ship all returns using a traceable shipping method and a separate shipping box. DO NOT put any courier labels on the manufacturer's merchandise packaging. Doing so requires FactoryOutletStore to pay for replacement packaging. Therefore, additional fees will be charged under these circumstances.
We will not accept items back unless they are returned with the manufacturer's original packaging.
FactoryOutletStore is not liable in any way for returned packages that were lost or damaged during shipment.
NOTE: Due to the fact that FactoryOutletStore ships from different warehouses around the country to expedite your shipping time, the address on your packing slip may NOT be the correct address for handling returns and exchanges. FactoryOutletStore is not liable for packages sent to any address other than our Syosset, NY address listed above and below.
Please include a copy of your receipt along with a description of all problems you had with the packaged components. You should choose a courier that
provides tracking and insurance for your package. We do not reimburse shipping and handling costs incurred by FactoryOutletStore while processing your order,
or any shipping costs the customer incurs while returning or exchanging your purchase.
All brand new products are factory sealed. All brand new products come with a 1 year manufacturer's warranty.
A product can be designated as factory serviced for several reasons, including:
It was returned:
People might return a product for many different reasons. Sometimes they simply don’t understand how to use it. Other times it’s because they received a product as a duplicate gift. Such returns may not be sold as "new" and must be sold as factory serviced.
It required repair:
Some products require repair of initial defects. Rest assured we only sell fully-repaired products that operate as new.
When a product has been returned, it is fully examined by trained technicians. They evaluate every detail to be sure it meets all performance specifications. If they determine that the product can be refurbished, it is reconditioned or repaired to factory specifications, then cleaned and tested. Only then is it packaged and presented here for purchase.
Some products may have minor cosmetic blemishes and/or may not include small accessories such as belt clips, wall brackets, carry cases, manuals, etc.
The warranty period of all the products we sell is stated in the product description.
Brand New Items:
All brand new items come with a Limited Lifetime Warranty.
Factory Serviced Items:
All factory serviced items come with at least a 30 Day warranty depending on the model.
In addition to the warranty that already comes with your product, you may purchase 2 year or 3 year extended warranty service plans on most of our products. Extended warranty service plans are honored by Consumer Priority Service Corporation
Travelpro® Limited Lifetime Warranty
"In the unlikely event that a problem occurs with your luggage as a result of a defect in materials or workmanship, Travelpro will repair your bag (or replace it, if repair is not possible) at their expense. The Travelpro® warranty covers defects in materials and workmanship but does not cover wear or damage caused by abuse, mishandling, accidental damage, inappropriate selection, or carelessness caused by an airline or other common carrier. In the course of normal handling, your luggage may suffer abrasions, minor cuts, scratches, dents or soil. Certain component parts such as wheels, bumper feet, leather, etc., will show wear. This wear is not covered under the warranty. Travelpro® will provide prompt refurbishment services at a nominal cost. This warranty gives you specific legal rights, and you may also have other rights which may vary from state to state."
NOTE: Please examine your luggage carefully for damage before leaving the airport and immediately report any damage to the baggage service center of the airline on which you traveled. DAMAGE CAUSED BY THE AIRLINE IS THE AIRLINE'S RESPONSIBILITY AND MUST BE CLAIMED TO THE AIRLINE AT THE TIME DAMAGE OCCURS. By not following this procedure, you risk that the damage will not be covered under airline policy or Travelpro's warranty. If you are dissatisfied after making your baggage claim to the airline,
Aviation Consumer Protection Division US Department of Transportation C-75
400 7th Street, SW, Room 4107 Washington, DC 20590
All information submitted to FactoryOutletStore is held private. We DO NOT sell customer data.
Some data may be shared with third parties only if you, the customer agrees to participate in
offers available through our site. If you accept such an offer, we will disclose your contact
and billing information to that third party. All data collected is secured under 128bit Verisign
Email Offer Subscriptions:
Upon placing an order through this Site, you will automatically be enrolled in the FactoryOutletStore.com
best offers email promotion list based on the billing email address information you have provided,
unless you opt-out of receiving such communications.
You can withdraw your consent at any time through an email unsubscribe link or by opting-out
from our email promotion list by clicking here
simple opt-out process allows you to unsubscribe if you decide not to receive any further
promotional emails from our family of web stores. Furthermore, we will never share any
personally identifiable information which you have given to us with any third party marketers.
In order to make our email offers more relevant and useful to you, our servers may receive a
confirmation when you open an email message from FactoryOutletStore.com. In addition, if you
have any questions about receiving communications from us you may email us at firstname.lastname@example.org
at any time.
Third-Party Web Beacons:
We use third-party web beacons from Yahoo! to help analyze where visitors go and what they do while visiting our website.
Yahoo! may also use anonymous information about your visits to this and other websites in order to improve its products and services and provide advertisements
about goods and services of interest to you. If you would like more information about this practice and to know your choices about not having this information
used by Yahoo!, click here
Our website is not only designed to make your shopping experience easy, quick and
enjoyable, but also secure. Protected by VeriSign's 128-bit secure server certificate,
none of our customers' information is released and is all confidential. We DO NOT sell
any of our customers' information.
FactoryOutletStore offers a full range of products produced by a variety of manufacturers.
Please note that FactoryOutletStore.com does not in any manner allege any affiliation between
the manufacturers and our corporation. All products that appear on FactoryOutletStore.com are
the sole property of FactoryOutletStore, unless specified otherwise. Such materials protected
by this copyright include, but are not limited to, any and all text; any and all images
(including icons, logos, and other graphics); and any and all design elements of the website.
FactoryOutletStore's website is used only for the purpose of shopping on this site, placing an order
on this site, or for conducting other tasks associated with shopping or placing an order
on this site. By placing an order with FactoryOutletStore.com you acknowledge and agree that at
no time is FactoryOutletStore making any representation or warranty regarding the products purchased
by you the consumer.
BY USING THIS SITE AND/OR ANY SERVICES RELATED THERETO, YOU AGREE THAT YOU HAVE READ,
Toll free: 1-800-816-0810
*** NOTE ***
575 Underhill Blvd
Syosset, NY 11791
We strive to provide accurate and reliable information about our products and services.
However, human mistakes do happen and we cannot be responsible for any typographical errors and reserve the
right to cancel orders due to such occurrences. If you are browsing our site and notice something that may
seem questionable (i.e. misspellings or incorrect product information) please be kind enough to send us an email at: email@example.com
. We would greatly appreciate it.
Frequently Asked Questions
Q. How do I identify the model name of my bag?
A. For Travelpro® bags, you will find a label sewn in the lining. This label will identify the model or series name. (For example: Crew™ 5, Walkabout®, etc.) You may also need to identify the type of bag: Rollaboard case, 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. Atlantic bags have 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)
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. For example, if you have a Crew™ 9 bag, your bag has now been replaced by Crew™ 10. 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 1-800-816-0810.