Frequently Asked Questions
Here's a brief page for all the common questions we hear from customers.
Warranty
What is the luggage warranty?
TREXA luggage has a lifetime warranty. This covers any damage like cracks in the shell, or breaking of any wheels, handles, or zippers.
Basically, anything that happens to your luggage, we'll fix or replace it for you.
Shipping, Returns & Exchanges
How fast will my order arrive?
We ship via FedEx Ground from our warehouse in Florida and transit times vary from 1- 5 days based on your location.
Please see our transit times here.
What is the shipping policy?
Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order.
Once your order is fulfilled, you will receive an email notification with your tracking information.
To see our full shipping policy, click here.
Where do you ship to?
At the moment we only ship within the USA (lower 48 states).
What if my luggage arrives damaged?
Any damages or defects must be brought to our attention within 72 hours of delivery. Please drop us an email with your order number and we will take care of this.
Take pictures of the box that is damaged, along with the luggage so we can file a claim with our shipping provider and resolve this as soon as possible.
What is your return & exchange policy?
Our return & exchange policy can be found here.
Ordering
When are orders processed?
Orders are typically processed and shipping out the next business day (2PM EST cutoff Mon-Fri).
Can I cancel my order?
We completely get it, we change our minds too! After your order has shipped, we are unable to alter or cancel it.
How do I track my order?
Once your order has shipped, you will receive a tracking link by email (be sure to check your spam folder).
Please allow 24 - 48 hours for FedEx to update their tracking information. There is typically a small delay in their system.
Unlock & Setting Pin For Luggage
How To Unlock Your Luggage
After unboxing your new luggage you'll see the zippers are locked and the default combination set to 000. Simply slide (C) the button away from the zippers to unlock your new luggage (see the image below) 😀
How To Set Your Luggage Pin Code
Keep in mind if you forget the combination, we (TREXA) or anyone else cannot unlock your luggage.
We suggest texting your new combination to yourself or saving it in your phone contact information.
To set your personal combination, follow these steps and image below: note, the original pin code is set to 0-0-0.
1. Rotate the Dials (B) to the current code, the factory code is 0-0-0.
2. Press down the reset Button (A) with a tool until you hear a "click" sound, using a pen works well.
3. Set your combination by turning the Dials (B), for example 8-8-8
4. Push the Slide (C) in the direction of the arrow, once you hear the "Click" sound, you have finished setting your personal combination.
Note: When the dials are set to an incorrect combination, the zippers cannot be inserted into the lock.
