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Top FAQs

Do your bags and accessories have a warranty?

Our bags and accessories are covered by a limited one-year warranty for functional damage caused by manufacturing defects or unexpected rough travel for the first year after purchase. This includes:

  • Handles that break off or are no longer usable due to faulty construction or an unexpected snag.
  • Zippers that can no longer be opened or closed after normal use or due to faulty hardware or stitching.
  • Fabric tears resulting from continued use or faulty materials or construction that render a main pocket non-functional.

Learn more

Do you offer a military discount?

Yes! To thank you for your dedication to serving others, we're offering Veterans and Active Military members 10% off sitewide. You'll need to be registered with ID.me to utilize our military discount, and you can sign up here. From there, the discount should automatically apply to your order at checkout. Please note that this discount is only available in the US and Canada.
 

Thank you for your service, and please contact us if you have any other questions.

I purchased a suitcase before April 14, 2026, what is my coverage?

Away’s limited lifetime warranty—which applies to suitcases purchased prior to April 14, 2026—covers manufacturing defects, which typically occur early in the life of your suitcase. Manufacturing defects are defects due to faulty components or construction, including:

  • Cracks or breaks in the shell that are present upon purchase or occurred as a result of faulty materials or construction. Think: a crack in a suitcase you just bought.
  • Wheels, handles, or telescoping handles that break off or are no longer usable due to a manufacturing defect.
  • Primary zippers that can no longer be opened or closed after normal use due to faulty hardware or stitching, which does not include overstuffing your suitcase.
  • Fabric tears resulting from faulty materials or construction that render a main pocket non-functional. A hole in the interior fabric of your suitcase that’s there when it arrives may reflect faulty materials, whereas a rip that occurs after several years of use is likely due to wear and tear.
  • A lock that won’t close or gets stuck after your first few trips

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How do I set the lock on my Classic or Flex suitcase?

Here’s how to set the combination lock for any polycarbonate Away suitcase:

 

Start with the lock open and the zipper pulls released, and make sure the dials are set to 0-0-0.

 

Push the reset button down with a pen or pointed object until it clicks—no need to keep holding it down after that; it’ll automatically stay down. (The reset button is the small square button right next to the number dials.)

 

Roll the digits on the dials to the combination of your choice.


Slide the latch towards the dials. The reset button will pop back up and your combination will be set.

 

More of a visual learner? We made a handy video just for you—watch it here.

 

Please note that once you set your lock, no one else will know how to get in your bag—and that includes us. We suggest emailing the combo to yourself, tucking it into your passport, or saving it under a contact in your phone—anything to make sure you don’t lock yourself out.

 

Need to set the locks on an Aluminum Edition bag? It’s the same idea but a slightly different process—check that answer here for help.

When will I receive my order?

All standard orders have a 1-3 business day processing time at our warehouse before they hit the road. Orders with personalization may take 1-2 weeks to complete before they ship.

 

Once your order leaves our warehouse, how long it takes to arrive depends on your shipping method selected at checkout. If you choose our UPS Ground shipping option for the U.S. and Canada, or DPD for the UK, your order will arrive within 2-4 business days, depending on your location. You'll be charged for items in your order once they ship.

 

Our warehouse team takes a much-deserved break on weekends and federal holidays, so orders placed on those days will be shipped the following business day. You can track the status of your order here.

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