Frequently Asked Questions
FAQs about shipping
- Where does ITO ship to?We currently ship everywhere in the contiguous United States, Canada, and Mexico.We are able to ship anywhere in the world. If you live outside of North America, shipping costs will be automatically calculated at checkout.
- What is my order number?You will receive an order confirmation letter after purchase sent to your email where you can find the order number.
- When will I receive my order?We offer free standard shipping, and expedited shipping. Please remember that your order will take time to process before it ships. Even if you select expedited or express shipping, your order will take a few days to be processed through our system.The standard delivery takes around 7-12 days and express delivery takes around 3-6 days depending on the area you are in.
- Can I cancel or change my order once I've placed it?Yes, you can send email to customersupport@itotravel.com
- How much does shipping cost?For standard shipping, we will cover the cost.For express shipping, it will charge extra $30 USD for suitcases and $15 USD for bags.
FAQs about product
- How to set up my lock? All product locks come standard with 000 as the default password, refer to the following steps to set up your own password.
-Open the luggage, identify the code switch on the back of the lock and switch it from “OFF” to “SET” position
-Rotate and adjust the wheel to your preferred combination (Make sure all numbers are aligned and centered)
-Change the switch from “SET” back to “OFF” to complete password reset
- How to open my suitcase when I forgot my password?Please email us at customersupport@itotravel.com for help.
FAQs about return and exchange
- What is the return and exchange policy?We allow a 365-day free trial period during which you can return or exchange your product on your own shipping cost. The returned product must be in re-sellable conditions.ARTICLE
- How do I start the return?Head to our contact page and fill out the form, and we’ll get back to you with the next steps. Please note that original shipping fees are non-refundable.
FAQs about warranty policy
- Do my suitcases have warranty?Yes, all suitcases with purchase proof enjoy a lifetime warranty.
- Do my bags and accessories have warranty?Yes, all with purchase proof enjoy a lifetime warranty.
- How do I start the process for repair or replacement?Please email us at customersupport@itotravel.com, make sure to include your CIN (unique case identification number) and photos of the issue in your email when inquiring about a product you purchased. The CIN can be located between the two compartments on the hinge of your case.It will take us 2 business days to review your issue and get back to you with next steps.
Notice before purchase
• Make sure to protect your case during travel and make sure to utilize the included luggage protection sleeve
• When faced with electrostatic dust on product surfaces, the included luggage sleeve can help resolve the issue, in addition third party static removal spray can be used.
• Color discrepancy can occur when viewing on monitors or screens that are color calibrated differently. Therefore, color of product received might be slightly different from whats seen on our site.