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FAQ

Questions?

We're here to help. Take a drive through this FAQ page, if you can't solve your question, ping us at info@risegear.com

Contact

Shipping & Returns


We currently ship everywhere in the US, including Alaska and Hawaii, as well as Canada.

Our goal is to bring RISE to the whole world—and soon. Tweet us (@risegear) or send us an email at info@risegear.com and let us know what country you’d like us to have on our radar.



We offer free shipping via UPS to everywhere in the US and Canada for all orders above $60.



We ship in a very  basic plain cardboard box. Why? Because fancy boxes and packaging cost a lot of money and we prefer to put that money into making you a better product. 



Here’s how it works: You place an order online, then we process it. Each order is crafted individually, and we schedule it in production. Your package will ship out from our warehouse in about 5 business days—unless you send us a note that your order is urgent. From then on, it all depends on your shipping method. If you choose our free UPS Ground shipping option, your order will arrive within 1-7 business days, depending on your location.

 

Our warehouse team takes a much deserved vacation on weekends and national holidays, so orders placed on those days will be scheduled the following business day.



For our accessorise and soft bags not ordered with hard luggage, Here’s how it works:

You place an order online, then we process it. Your package will ship out from our warehouse in 1 to 3 business days—unless you opt to have it personalized (for more info on those timelines, head to the "Personalization" section below). From then on, it all depends on your shipping method. If you choose our free UPS Ground shipping option, your order will arrive within 1-7 business days, depending on your location.

Our warehouse team takes a much deserved vacation on weekends and national holidays, so orders placed on those days will be shipped the following business day.



Sorry, we don't. Because we ship with UPS, we are unable to deliver to a P.O. Box address.



We want you to find the travel gear that best fits the way you actually travel—and sometimes you can't know what fits best until you get out there. That's why everything we make comes with a 100-day trial. It works like this: Starting from the day you buy any piece from RISE, you have the next 100 days to live with it, vibe with it, travel with it, Instagram it, put a sticker on it, whatever.

 

If at any point in those first 100 days you decide it's just not for you, return it for a full refund—no questions asked. Just shoot us an email at info@risegear.com. Please note that return costs are the customer's responsibility.

 

Personalized items cannot be returned or exchanged, but our usual warranties still apply. Keep in mind that the 100-day trial period does not start over if you exchange your bag. If you end up wanting to return your new bag, you'll only have the remaining 100 days from your original purchase date to do so.



Our team moves quickly to get your order shipped out ASAP, but with the production time frame of about 5-business days, we do have some flexibility to make changes. So shoot us an email at info@risegear.com as soon as you know you would like to request a change to your order.


Product


We have  two different Liner options for your luggage. Either 1. you want to use a Riser shelving insert, or 2. you don't (and use a zippered liner). You cannot use the zippered liner with the Riser shelving insert because the shelves need to use both sides of the luggage.

1. Riser Liner: The luggage will have a completely open interior and will include 1x Riser Luggage Shelf. Compression straps on the bottom sidee

or,


2. Zippered Liner: The luggage will have a zippered liner on the front side and no Riser Luggage Shelf.  Compression straps on the bottom side.

Check out the Liner Options here.



That’s one of our favorite subjects. Our products are designed at our HQ in Toronto, Canada and manufactured locally as well in Canada. Our local crafting of every RISE luggage is a cornerstone that allows us to constantly improve to make our products (and parts) better—choosing textiles, sustainability efforts, and streamlining the process from the work table to your front door (to the world along by your side).



Luggage from other companies face a lot of markups. The brand who makes it, the retailer who sells it, and in some cases a licensing company who gets it there, all take their cuts before a bag even gets to market. The end result: overpriced (and not-that-great) luggage. Since RISE is our own manufacturer and we only sell directly to our customers, our luggage doesn’t have all of those markups driving up the price, so we can bring you higher quality at lower prices.



They all do. Here’s the difference:

 

The Smaller Carry-On R20 is our most compact suitcase at 21.5” x 14” x 9” (54.5 cm x 35.5 cm x 23 cm). This piece of luggage will fly on (almost) any plane, anywhere, anytime.

 

The Bigger Carry-On R22 is made to perfectly fit the sizer that many major airlines use, including Delta, United, American, and JetBlue. We actually gave The Bigger Carry-On the same dimensions as the sizer, 22.5” x 14.75” x 9.9” (57.2 cm x 37.5 cm x 25.1 cm), which is why the suitcase should fit the overhead compartment bin of these airlines, no problem.



It all depends on how you travel. You have a few options:

 

The Smaller Carry-On R20 is recommended if you take a lot of shuttles and regional flights, whether domestic or international.

The Bigger Carry-On R22 is best for long-haul flights on major airlines and can fit more into the suitcase. This luggage will maximize how much you can bring in your carry-on and will fit in the sizer of any airline with published carry-on size of 9” x 14” x 22” (22 cm x 35 cm x 56 cm) because the sizers are actually larger than the published size. So in other words, you will get more bang for your buck with the R22.



Here’s how to set the combination lock for any polycarbonate RISE luggage:

 

Starting with the luggage closed and make sure the dials are set to the factory default of 0-0-0. Push the clips to open the luggage. And look inside the luggage at the back side of the TSA lock. Flip the switch to from “A” to “B”. Close the luggage and push the clips closed. Roll the digits on the dials to the combination of your choice. Open the luggage again and looking at the back side of the TSA lock, flip the switch back from “B” to “A”. Your new combination will now be set.

 

More of a visual learner? We made a handy video just for you—watch it here.

 

Please note that once you set your lock, no one else will know how to get in your bag—and that includes us. We suggest emailing the combo to yourself, tucking it into your passport, or saving it under a contact in your phone—anything to make sure you don’t lock yourself out.



Water-resistant, but not 100% waterproof. The luggage itself is made of polycarbonate which is waterproof, construction of the luggage is not waterproof per se, because there is no gasket between the two adjoining surfaces. The no zipper construction is less susceptible to water entry when compared to zippers.

While we wouldn't recommend taking them swimming, you'll be totally fine if you ever find yourself caught in the rain.


Battery


The portable battery is a “smart luggage” when you want it, and not when you don’t. So you can get our portable battery and the liner has a built-in pocket for you to keep it. You will need to open your luggage to remove it at the TSA security check-point.



The battery can charge all cell phones, tablets, e-readers, and anything else that’s powered by a USB cord. You’ll be able to charge your phone up to five times.



The portable battery comes with a wall adapter and micro-USB cord for charging outside of the suitcase. Because the RISE battery has such a high capacity, it can take up to 8 hours to fully charge—we recommend plugging it in overnight before your trip.



Yes, it is. The batteries available for our Carry-Ons is portable and easily removed in a matter of seconds, so you can check your bag at a moment’s notice or even use the battery for on-the-go charging. Because the battery is placed inside the luggage in a fabric pouch, you can choose to either use the battery on your trip, or not.



Yes. The battery is compliant with current airline policies, FAA, TSA, and DOT regulations and meets UN/DOT 38.3 requirements. It is allowed in the cabin and can be carried onto any flight.


Warranty


Yes—for life! Our hard luggage, excluding any electronic components, are guaranteed by a limited lifetime warranty that covers any manufacturing defects to the shell, wheels, and handles. Under the warranty, we will fix or replace it for you.

If there is other damage that is not due to a manufacturing defect, but happens during the course of your travels, don’t fret, this is repairable luggage! We offer all the parts and instruction videos for you to make improvements and fix damage.

Follow this link:
 - Shop Parts


Impact


At RISE, we’re not just striving to build a great business, but to leave the world better than we found it. We want to help make a difference through the things we make, the platform we have, and the community we create. That’s why before we sold a single suitcase, we partnered with the International Rescue Committee, https://www.rescue.org/, a non-profit organization that is rescuing families in areas of conflict around the world. If you’ve bought anything from RISE, you’ve also contributed to their work. Because we’re all in this together.



Part of the benefit of repairable luggage is that it makes you an environmental steward. 500M tonnes of plastic and garbage from luggage is generated in the USA and Canada alone. Where does all go you ask? Well It fills up local landfills and pollutes our environment.

Keeping your luggage running with just some tinkering and new parts as needed is the best way to keep luggage out of landfills. You can also send your luggage to us to recycle or donate it to local charities which helps keep garbage out of the environment.

Recycle your old luggage: risegear.com/pages/recycle-luggage
or
Donate your old luggage: risegear.com/pages/donate-luggage



Let’s talk about it! We’re always excited to hear about the important work being done by our community and the organizations you all support. You can send your ideas to info@risegear.com



Part of the benefit of repairable luggage is that it makes you an environmental steward. 500M tonnes of plastic and garbage from luggage is generated in the USA and Canada alone. Where does all go you ask? Well It fills up local landfills and pollutes our environment.

Keeping your luggage running with just some tinkering and new parts as needed is the best way to keep luggage out of landfills. You can also send your luggage to us to recycle or donate it to local charities which helps keep garbage out of the environment.

Additionally, our products are built to last, which means cutting back on suitcases you’d otherwise go through (and would go in a landfill). We use high-performing and recyclable polycarbonate and aluminium materials for our suitcases. Our manufacturing partners are always looking for environmental efficiencies—for example, our polycarbonate suppliers collect and reuse the plastic leftovers from our production process. It’s an ongoing effort to continually consider where and how we can thoughtfully use everything we have.

Recycle your old luggage: risegear.com/pages/recycle-luggage 
or 
Donate your old luggage: risegear.com/pages/donate-luggage


Other


You can buy RISE products exclusively online at risegear.com



If you'd like to purchase more than ten units for your business, please contact us by email about your order. Please let us know 1. The quantity of each model/color and 2. Time frame needed. Once you submit the information, a member of our team will get in touch soon to help finalize the details.



Follow our Contact form or shoot us an email at info@risegear.com and we'll get back to you as soon as possible—but definitely within 24 hours!



We hand craft our hard luggage, so we can do lots of different personalization and customization. Different liner fabrics, bolting instead of rivets, leather work..etc

For our accessorise items and soft bags we are more limited to engraving and patches.

Returns and refunds are not allowed on personalized pr customized products.