Lojel USA

Customer Service

Ordering

Most of the information collected in the registration process will be used to process orders. During the order process, you will have to provide financial information such as your credit card number, expiration date, money order, wire transfer or check information. This information is used for billing purposes and to fulfill your order. If we have trouble processing an order, we will use this contact information to get in touch with you.

To properly process your credit card information, we must share your personal and financial information with the merchant bank for authorization and approval. This process is protected by an enhanced security system. We do not share your personal and financial information with any third parties.

You agree to use this site only for lawful purposes. The following activities are strictly prohibited: (i) misrepresenting the identity of a user; (ii) tampering with this site; and (iii) conducting fraudulent activities.

We only accept orders with the same shipping and billing address.

Viewing Orders

Check Order Status
Customer can review the status of any order you’ve placed via this page or the “My Orders” link at the page bottom to get a summary of any orders placed online. You’ll be able to review the order total, shipping address, payment method, item availability and package tracking information for items that have been shipped.
Cancel Items or Order
If an unavailable item is keeping other items on an order from shipping or you simply decide you don’t need an item anymore, you can remove items from your open orders. Please call us toll free at 1-855-LOJELUS (565-3587) to ask our customer service to discuss your request.

Shipping

We process orders quickly so you can start enjoying your new items faster. We ship out your order when order receiving before 3:00 PM EST Monday ~ Friday, excluding U.S. holiday. That means, for in-stock items, your package will be on its way in 1 ~ 2 business days. We always do our best to ship everything in one package, but sometimes items may arrive separately.

Continental United States
When you choose UPS Ground to ship your items, you can expect your order to arrive in 3 ~ 7 days after your shipment notification email is sent.

Alaska/Hawaii, Military APO/FPO/DPO Addresses, Other U.S. Territories, PO Box and International Addresses
We are unable to ship to the above addresses at this time.

Warranty

*Effective October 1st, 2016*

WARRANTY COVERAGE
Warranty against defects
Lojel offers a Worldwide Limited 10 Year Warranty against defects in material and workmanship, computed from the date of purchase. Please retain your receipt as this is needed to begin the warranty process.
Warranty coverage
Lojel offers warranty on each of the Lojel products against defects in materials or workmanship computed from the date of shipment of the product by Lojel.To start a warranty claim please contact Customerservice@lojel.us
When you contact Customer Service you will be asked to provide:
● Your Name
● Your address and Telephone Number
● Your receipt or Proof of Purchase
● The date of Purchase
● Photos of Damage and How the damage happened.
A Customer Service Representative will provide you with instructions on how to ship your product to our Repair Center.
EXCLUSIONS

This limited warranty shall not apply under certain circumstances…
Circumstances under which the limited warranty shall not apply include: the item receipt has been lost, erased or is defaced/illegible; unauthorized modifications and repairs have been made; the product has been exposed to extreme temperatures, acids, solvents, moisture, normal wear and tear or rough handling during transport (e.g. by Airlines such as Delta, Southwest, United, American). In case of third-party transport damages, please contact the travel organization at the arrival destination. Lojel reserves the right to change terms and conditions at any time.

NEED TO REPAIR YOUR LOJEL?

To repair your LOJEL® luggage, please contact us at Customerservice@lojel.us. Lojel will determine if the product is under warranty and whether it is repairable or not, with the following possible outcomes:
A) The product is covered under warranty and:
• The product is repairable:
The product will be repaired at Lojel’s expense and returned to you.
• The product is not repairable:
If the same product is in stock, Lojel will send a replacement.

B) The product is not covered under warranty and:
• The product is repairable:
You may either have the product returned to you un-repaired, or have the product repaired at your own expense.
• The product is not repairable:
You can choose to have Lojel send the product back to you un-repaired or dispose of the product for you.

ANATOMY OF A LOJEL
To help you easily describe the damage on your Lojel, please refer to the diagram below. It lists all the names we commonly use to describe all the major components of luggage. This will make it easier for us to help you promptly.

Anatomy of a lojel

Return Policy

All returns must be made within 30 days. Warranty does not protect against damages caused by weather. If you are not satisfied with the merchandise from Lojel.US, you may ship the merchandise back to the address below in a trackable shipping method (Fedex, UPS, DHL, USPS, etc.) in your own expense.

Lojel.US
Attn: Customer Returns
38 William St
Amityville, NY 11701
Please send the return merchandise tracking number to Customerservice@Lojel.US, we will then credit back the returned merchandise’s unit price once the merchandise is received. Original shipping charge will not be refunded.
20% restocking fee applies to used merchandise or merchandise returned without all original packaging and accessories, including the retail box, manuals and all other items originally included.