ORDER STATUS AND SHIPPING
CREDIT CARD ISSUES
PRICING AND BILLING
RETURNS
USA AND INTERNATIONAL SHIPPING/RETURNS
WARRANTY
LOCKS
ITEM AVAILABILITY
PRODUCT QUESTIONS
GENERAL PUBLIC
COVID-19 UPDATES

ORDER STATUS AND SHIPPING

Please check your Invoice to review the items purchased. If you are missing an item, please open up the box and check inside each piece to make sure the missing item(s) is not “nested” inside another product – we do this to avoid any missed parcels during delivery.

After you have checked inside each piece and the missing item is not “nested”, please contact our Heys America representative to file an investigation.

CREDIT CARD ISSUES

PRICING AND BILLING

If you are returning a product, credits can usually take up to 2 weeks from the time we receive your return.
If you are canceling an order that has not been shipped, please allow 2-4 business days for the credit to be issued.
However, credit card companies vary on the time it takes for a credit to appear on their customers' records. Please allow one to two billing cycles for the refund to appear on your statement, once it’s been issued.

RETURNS

USA AND INTERNATIONAL SHIPPING/RETURNS

WARRANTY

Please note we have different levels of luggage warranty. These levels are based on the different materials used on various styles. ie) German engineered Pure Polycarbonate material on the ELITE Series grants a 10 Year UNCONDITIONAL Warranty, while ABS/PC luggage affords a 5 year Limited warranty.
Visit our "Warranty Page” for more information.

LOCKS

You cannot reset your lock combination without knowing the original combination you had set.
You can buy bolt cutters to break open your lock - but there is another more simple solution if you have 15 minutes to spare. Simply try all the possible combinations from 000 - 999 ( 000, 001, 002, 003 through to 999) It may sound like a laborious task, but it should only take you 15 minutes to go through all the numbers - and it will save you from breaking your lock. So it’s the best solution if you forget your combination code. Try it out instead of breaking your lock and having to buy a new one.

The Keyhole on your TSA lock is for TSA personnel ONLY. It allows them to open, inspect and re-lock luggage if necessary. This applies to passengers arriving and/or connecting to the United States. Unless you own the Smart Luggage, the new innovative technology suitcase that comes with a built in App controled TSA Lock and a set of keys.

This applies to passengers arriving into the USA and connecting to other flights.

The Transportation Security Administration (TSA) requires access to air passengers' luggage for security screening in the USA, sometimes without the passenger being present. To allow luggage to be locked for protection against theft, the TSA has approved certain locks, identified by a logo on the locks.
TSA personnel’s can open and inspect your luggage and then re-lock your luggage with a master TSA key. If TSA officers require an inspection on your luggage and you do not have a TSA Lock, then they may break your Lock to inspect your luggage.

ITEM AVAILABILITY

If you cannot find a specific product that you are interested in a particular size, then please send us an email at Shop.US@heys.com and we will see if we can accommodate your request.

The product is Sold Out

If the product is "Sold Out” there is a chance it is being discontinued or re-designed. However, if you see the product is available on our Heys America website, please feel free to ask us to order it in for you. Alternatively, if a product is displayed as “Sold Out” you may enter your email address on the “Email me When back in stock” link to be notified if the product is coming back into production.
You may also email Shop.US@heys.com so we can provide more information on that particular product and answer any questions you may have.