FAQs

• This site only operates for the North American region covering the US, Canada, and Mexico.
• For these areas we offer free UPS standard ground shipping where your product will arrive between 10-12 business days.
• If you need your order urgently, we also offer expedited shipping with rates calculated at checkout.
• The shipping industry is currently experiencing difficulties due to the current pandemic and political situation. This may result in delays of your product so please take note of your tracking number to stay up to date.
• If you have any question regarding the shipping of your order, please contact us at shipping@itocases.co.

• All our products come with a worry free 100-day trial to ensure that you are truly satisfied with our product. Within the 100-day period, if you ever feel like the product style isn’t for you feel free to return it to us and we will refund you your purchase.

• To get your refund under the 100-day trial, customers must ensure that they return the product in the original condition it was received in. Product must come in its original packaging and show no sign of use or wear.

• All returns under the 100-day free trial will be at your own expense. A shipping label will be created for you and the shipping fee will be deducted from your total refund.

• For questions related to the 100-day free trial please email us at trial@itocases.co. Be sure you include your CIN (unique case identification number) in your email if you have already purchased a product. 

All product locks come standard with 000 as the default password, refer to the following steps to set up your own password.

1. Open the luggage, identify the code switch on the back of the lock and switch it from “OFF” to “SET” position
2. Rotate and adjust the wheel to your preferred combination (Make sure all numbers are aligned and centered)
3. Change the switch from “SET” back to “OFF” to complete password reset

• 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 recieved might be slightly different from whats seen on our site.
• All products are delivered within 72 hours once the order is placed, this does not apply to pre-ordered items or products that are out of stock.

Our products and cases not only offer an appealing aesthetic, its build quality and craftsmanship also allow it to last a lifetime. Should the product fail under normal use and care, all products come standard with limited lifetime ITO care when purchased, allowing customers to exchange the defective product for a new one with all return shipping covered by us. These defects include, wheels, all zipper components, handles, interior nylon, or cracks in the product shell.

ITO care does not apply for product defects that arise from improper use, or cases without proof of purchase.

All cosmetic damages such as scuffs or scratches that arise under use are not covered under ITO care. These damages are considered normal wear and tear and will not affect the functionality of the case itself.

To contact us for any defects related to your purchase please email us at care@itocases.co, 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.