FAQ

Keys, locks & spare parts

Can I order spare parts for my products?
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

Can I order spare parts for my products?

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?

Setting the code on your lock is very easy. The item is set to 0-0-0 at the factory, but you can choose your own 3 digits which you can easily recall (birthday, address, etc.). The lock may differ depending on the type of item you have, but usually the steps to set the code on your lock are very similar for every item.

1. Open your suitcase by sliding or pushing the TSA button. Enclosed in your item you will find locking instructions. Alternatively please check the video below or visit Support & Go for PDF's and videos that are specifically for your product.
2. If there is a small pinpoint button on the lock, push it in with a pen. If there is no such button, push and hold the button to open your suitcase towards the dials.
3. Rotate the dials to your preferred code.
4. If your suitcase has the pinpoint button, you can confirm your code by pushing or sliding the button to open your suitcase. If there was no pinpoint button, release the button that you were holding.
5. Your combination is now set!

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