Satisfaction Guarantee/Warranty/Shipping Policies/Return/Refunds

A personal note from Leslie Alderman – owner/developer
Nothing is more important to me and my staff than your satisfaction. You’re the customer. I want you to be happy with the product, our service, and the entire experience. My belief is that almost everyone is reasonable and understanding when treated with courtesy and respect. We are reasonable people, and if you can be as well, then we’ll do whatever it takes to resolve any issue or problem you may have to YOUR satisfaction. When you call or email to ask a question, check an order, or resolve an issue, you deal DIRECTLY with me personally. I can’t have it any other way. 
 
Thank you so much for your interest in my products.  
Leslie Alderman 

Our Satisfaction Guarantee:  
Our Promise to you is simply this: Luggage Locker guarantees your complete satisfaction with the performance and benefits realized through the use of your new Luggage Locker bag for 10 DAYS from the date of product receipt. If you are not satisfied, we will refund the purchase price of the unit according to the conditions stated below.

Product Warranty:

You can reasonably expect a lifetime of trouble free use from your Luggage Locker bag. We design things to last!! Our components and parts are the highest quality available. It’s the reason Luggage Locker offers a lifetime warranty to the original purchaser. If at any point you have a problem, or the bag fails to work as intended, return it for repair or replacement. 

Shipping Charges:

Luggage Locker ships anywhere in the Continental U.S. using US Postal Priority Mail. Other shipping options are available on request.  We also ship anywhere in the world priced according to the destination. Please call or email shipping@luggagelocker.com for all non-standard shipping information. For details concerning our shipping and return Policies and Procedures please read the Shipping Policies section that follows below.

Shipping Policies:

Luggage Locker bags are typically shipped within 2-3 days of receiving your order for those items in stock. Please keep in mind however….these are HAND MADE products. It’s not possible to stock all bags in all colors and materials for all bikes all the time. The nice part is that our bags are produced in a sewing factory 35 miles away from our office. We’re on the phone with them every day, and you can be certain, your order is phoned into the factory the same day you place it. Once they produce it and we receive it here in house, we process the order and get it shipped. If it’s being delayed, it’s because they haven’t yet sewn it. Orders are shipped via US Postal Priority Mail unless otherwise requested. Customer care and good service is important to us. We’ll try our best to email you notification that your order has been shipped. We appreciate the confidence you show in our company as demonstrated by your purchase. As our customer, you are very important to us. We promise to do our very best to provide you with the finest customer service we can, and to always strive to provide the personal satisfaction you expect when purchasing a high quality accessory for your bike. It’s important to us that you know how appreciative of your business we are.

Returns:

If you are not satisfied with the performance of your Luggage Locker product within the first 10 days (ten days) of the receipt of the product, you may return your product for a refund (or exchange) subject to the conditions below. Note: Return shipping charges are not refundable and the initial shipping (ship to) charges shall be deducted from the refund due a customer for any returned products. All products shall be covered by the 10 day satisfaction guarantee described above. These warranties and guarantees offered by Luggage Locker are contained on this page and will be considered the legal and binding document governing returns and refunds for product purchases. Any item we have produced per your specific request (meaning a change or deviation from the standard production version of the product) we consider to be a custom bag and therefore, can offer NO RETURN of that particular item. All returns are required to have a Return Authorization Number (RAN) clearly displayed on the outside box or container housing the returned item. Returned products will not be accepted by Luggage Locker unless the authorized RAN has been issued and appears clearly on the top or sides of the box containing the returned item. A request for a (RAN) number can be made by emailing LuggageLocker@aol.com or by calling our phone number 888-414-2903. We’ll then issue to you the RAN by telephone or email. This will serve as official notification to Luggage Locker of the customer’s desire to return their unit for a refund. An e-mail return acknowledgement from Luggage Locker to the customer is required in order to provide the customer and the company with both a legal time and date stamp of the notification. This is to insure fair and accurate refund processing for us both.
Before processing any refund, Luggage Locker reserves the right to test and evaluate the condition and proper function of unit(s) returned for refund. In order to allow proper time to test and appraise returned units, Luggage Locker will be afforded a 10 day evaluation period. This period begins the day the returned product arrives at our warehouse. Any unit/s deemed unacceptable and unfit for resale by Luggage Locker shall be returned to the customer without refund or recourse.

A check will be issued for the refund based on the following conditions:
(A) The returned item must be received in 100% saleable condition with all original boxes, carton, packing, manuals, warranty cards and originally included paperwork.  

Returned in 1 to 10 days from the date of receipt:A refund of purchase price minus a 15% (fifteen percent) restocking fee shall be made provided all conditions contained in paragraph (A) above have been met.
 
· NOTE: Our luggage products are individually produced, hand assembled, model specific items. Unlike products mass produced in volume by machines overseas, we hand make every one of these in our shop. Consequently, there is time and effort involved in their production. It’s for this reason we charge a restocking fee on returned items. We’re certain you can understand.  


Customer Support:

We pride ourselves on customer support. Contact our Customer Service Department at any time concerning your questions or for other information. We make every attempt to personally resolve and attend to any issue or problem you may have. There are always three ways to get in touch with us, and we always respond as promptly as possible. We’re here 7 days a week. You can contact us any of three ways:

#1 - Online Contact Form - Use this form to contact us and receive a personal email response, 7 days a week. We’re here to answer your questions.

#2 - Telephone Support - You may either call us, or contact us with your telephone number, and we will call you back. We’lll gladly help you, answer your questions or talk with you on the phone about your luggage needs. 1-888-414-2903.

#3 - Email Support - We prefer that you use one of our forms, as they are directed to a the appropriate available staff member who can answer your request right away. For this reason, and to avoid Spam spiders, we do not list our email address on the web site. If you would like to email the main address, you can do so by emailing us: LuggageLocker @aol.com 
SalesTax:

Sales tax is added to orders shipped to Ohio. If you are having us ship to an Ohio address, we need to know what county you are in as well.

Privacy and Spam:

Your privacy is your right and our commitment. We protect your privacy!
We NEVER sell or rent our customer list and we do not send you unwanted email.
We may occasionally send you email about special limited time offers, or we may contact you to confirm an order. But you have our word…We simply don’t send spam!  
Sales Policies  
IF you call us and place an order by phone, please understand that all such purchases will be processed and entered via SSL secured server. That information shall not be used towards any other transaction nor will the customer’s information be shared with any other agency for any reason.All customer purchases made either by phone or on the web site will be accompanied by a written receipt, provided by Luggage Locker and sent with the product.
 
IMPORTANT NOTE: 

Our company policy is that we DO NOT charge your credit card until the same day we ship the product to you. Do Not Be alarmed if you don’t see a charge against your card. It means we are still processing your order. Once the item is boxed and ready to mail to you, your card will be charged. 
Luggage Locker shall not be held liable for problems associated with purchases made without the original written receipt sales sent by Luggage Locker. It shows the original purchase price/s, the type/s and number of product/s purchased. Warranty info is included on the product paperwork. When purchasing products not featured on the Luggage Locker Inc. e-commerce web-store, alternate warranties and satisfaction guarantees may exist depending on the manufacturer or the manufacturer’s return policy. It is the responsibility of the customer to establish the terms and conditions of such warranties and guarantees and request that these be provided in writing by Luggage Locker. At no time shall a verbal representation of the terms of purchase, warranty, guarantee or terms of payment be binding on Luggage Locker nor said customer of Luggage Locker without written agreement from Luggage Locker. 
Purchase of any Luggage Locker product indicates that you are confirming that you have read and accept the policies and procedures contained on this page.
 
Call us if you need any clarification or further explanation. 888.414.2903 
Thank you so much.

Les