FAQ

Keys, locks & spare parts

I have lost the keys for my case, what should I do?
How do I order replacement parts?
How do I set the code on my lock?
How do I unlock my combination lock when I forgot the combination?
Where is the key for my tsa lock?

Shopping help

What is the shipping policy?
What is the return policy?
How do I place an order?
How do I track my order?
How do I cancel my order?
Where can I find a store near me that sells American Tourister?

Warranty & repairs

Where can I have my luggage repaired?
What is American Touristers warranty policy?

Travelling with American Tourister

Can I take my bag in the cabin of an aircraft?

Keys, locks & spare parts

I have lost the keys for my case, what should I do?

Visit our service website Support & Go to order spare parts for your American Tourister product. Please make sure you have the full product code, which you can find on the warranty card or on a label inside the product. Please note that for some (older) collections we may no longer have parts available.

How do I order replacement parts?

Visit our service website Support & Go to order spare parts for your American Tourister product. Please make sure you have the full product code, which you can find on the warranty card or on a label inside the product. Please note that for some (older) collections we may no longer have parts available.

How do I set the code on my lock?

1. Remove the red packing arrow on the lock if your case has one.
2. The case is set to 0-0-0 at the factory. Choose your own 3 digits which you can easily recall (birthday, address, etc.).
3. Locate the button or lever adjacent to the dials:
   • If there is a button, push it towards the dial and hold while you rotate the dials to your desired setting, then release the button.
   • If there is a lever, move the lever to its lower position (some move to the right and up), rotate the dials to your desired setting, and then return the lever to its original position. Your combination is now set to your 3-digit code.

If you need further assistance, please send an email.

How do I unlock my combination lock when I forgot the combination?

You are going to need assistance from a American Tourister Authorized Repair Centre to unlock your combination lock. To locate the nearest Repair Centre, please click here.

Where is the key for my tsa lock?

Your TSA lock does not come with a key. TSA agents at US Airports are the only people who have access to these keys. This allows them to open your item for inspection, without damaging the lock. You should use the 3-dial combination to open and close your item.

Shopping help

How do I cancel my order?

In order to meet our commitment to you to ship your order as quickly as possible, we cannot cancel or change an order once it has been placed. If you decide you no longer want your order, please contact customer service to cancel your order. Once the request is placed there is no guarantee that we can stop your order from shipping. If we are able to stop shipment you will see the cancellation reflected on Your Account in Order History.

If we are not able to stop delivery please refuse delivery upon its arrival. We will issue you a refund of the purchase price once the product is returned to our fulfillment center.

Please see Return and Exchange Policy for more details.

Warranty and Repairs

Where can I have my luggage repaired?

We recommend that you have a American Tourister Authorized Repair Centre repair your luggage, as we know that your case will be properly cared for. While any qualified luggage repair facility can care for your luggage, only American Tourister Authorized Repair Centers are authorized to do warranty repair work. To locate the nearest Repair Centre, please click here.

Travelling with American Tourister

Can I take my bag in the cabin of an aircraft?

General guidance is that cabin baggage should have a maximum length of 56 cm, width of 45 cm and depth of 25 cm. These dimensions include wheels, handles, side pockets, etc.

Note: due to capacity limitations some airlines do apply further restrictions on size and/or weight. NAYAN NV or American Tourister cannot be held responsible if an airline applies other check-in standards. Please check current in force restrictions with your airline prior to travel.

MAXIMUM EXTERNAL DIMENSIONS AND WEIGHT ALLOWED IN ECONOMY CLASS

Support & GO