CUSTOMER SERVICE

cs@hontus.com 
Call: 786-322-3022 
(Monday - Friday 9:00am - 5:00 pm EST, except US federal holiday)

Shipping and Return

How long does it take to ship and deliver?

We offer free standard shipping which takes 3-7 business days if orders are placed in the U.S. We also offer faster shipping methods. UPS Second Day Air takes 2-3 business days; UPS Next Day Air takes 1-2 business days for orders to be delivered. International shipping time may vary. Please also allow 1 additional day for processing.

How much does shipping cost?

We provide free standard shipping if orders are placed in the contiguous U.S. For those who do not want to wait, we offer faster shipping methods including UPS Second Day Air and UPS Next Day Air. Costs of international shipping are based on the shipping method and the weight of your product(s).

Do you provide international shipping?

Yes, we ship to anywhere in the world. But shipping costs outside U.S are the responsibilities of customers. Costs are based on the shipping method of choice for your product(s), the location and the size of your product(s). Your total shipping charges will automatically compute during checkout prior to the completion of your order.

Do you ship to P.O. Boxes?

Sorry, we don't. Because we ship with UPS, we are unable to deliver to a P.O. Box address.

What is the 30-day free trial return policy?

Once your luggage is delivered, you have 30 days to use it. Go to as many places as you like with your Hontus luggage. If within 30 days, you feel that your Hontus luggage is not for you, just email us. We will give you full refund and send you a shipping label without asking any questions. Returns are completely free if you are located in U.S. If you want to return an international order within the 30-day trial, email us at cs@hontus.com. Shipping costs of the return are the responsibility of international customers.

Orders

How can I track my order?

Once your order ships, you will receive a confirmation email with your tracking number and carrier. You can check your order status on UPS website using your tracking number. You can also go to Hontus website, go to my account section and check your order status.

Can I cancel my order or change my order?

After you have clicked "Place Order", you cannot cancel or change your order.

Can I exchange a product?

Unfortunately, we do not accept exchanges at this time. If you wish to exchange a product, you must return the product first and re-order a new product.

Warranty

Do your suitcase has a warranty?

All Hontus Products come with a worldwide 10 years protection that is effective from the date of purchase. With our life-time Protection, we cover repairs to your luggage in the unlikely event of manufacturing or workmanship defects. However, Hontus’s 10 Years Protection does not cover any damages caused by airline abuse, mishandling, or normal wear and tear. Warranties apply to any and all Hontus products worldwide. To receive protection services and determine your coverage eligibility, please notify Hontus by calling 1.844.646.6887 to report any damages that may have occurred; you can also report a claim online.

Which damages can be repaired and which require a replacement?

Damages such as a missing wheel(s), a defective lock, missing zipper pulls, a broken top or side handle, or a broken trolley are all issues which we can send replacement parts for. A broken zipper, or a dented/cracked luggage we would need to send a replacement for as this cannot be fixed by sending the customer parts.

What exactly does the warranty cover?

The warranty covers replacement parts or a replacement luggage due to manufacturer defect. Customers can bring their luggage to an authorized repair center IF it is something that can be repaired OR we can send them replacement parts directly. If you require a full replacement, you must ship us the damaged luggage first. The warranty does NOT cover the shipping of the damaged luggage to us.

Can Hontus issue a refund for a damaged luggage purchased through another retailer?

Hontus CAN NOT issue a refund for damaged/defective luggages that were not purchased through us directly. Customers must go directly through the retailer from which you purchased this for a refund/exchange.

How to register your luggage for the warranty?

Customers can call us at 786-322-3022, email us at cs@hontus.com. In order for us to register luggage, customers need to provide us with the information of full name, email address, phone number, shipping address, model number and receipt.

Product

How do I submit feedback for my Hontus product and/or experience?

You can submit your feedback to cs@hontus.com and your information will be forwarded to the appropriate department. We value your opinions and we want to provide our customers with best shopping experience.