Warranty Policies

Purchase ITO official luggages or bags are eligible for unlimited repairs during the warranty period if functional damage occurs.

Warranty Coverage

Luggages

  • Functional component damage
  • Wheels, handles, or telescoping handles that break off or are no longer usable
  • Broken zippers

Bags

  • Functional component damage
  • Zipper or metal hardware damage.

Warranty Exclusions

  • Frame deformation or misalignment
  • Scratches or dents on the shell
  • Stains or scratches on the fabric or lining.

Warranty Period

The Warranty Period starts from the date of delivery to the original end-user purchaser. 

Product Series

Warranty Period

Covered Components

Excluded Components & Conditions

PISTACHIO

5 years

Wheels, telescopic handle, combination lock, carrying handle, stand foot, zipper, hinge

Frame (e.g., bending, misalignment), outer/inner fabric, shell (e.g., dents, deformation, scratches, abrasions), and promotional items (e.g., dust covers).

GINKGO

10 years

Wheels, telescopic handle, combination lock, carrying handle, stand foot, zipper, hinge

Frame (e.g., bending, misalignment), outer/inner fabric, shell (e.g., dents, deformation, scratches, abrasions), and promotional items (e.g., dust covers).

Bags

5 years

Zippers, hardware (e.g., buckles, clasps, D-rings)

Carrying handles, adjustable straps (excludes newly launched bag series), bag body (e.g., tears, soiling, deformation, scratches, abrasions), outer/inner fabric, shoulder straps (for backpacks), zipper pullers, pen loops (for backpacks), detachable accessories, and promotional items.

How to Get Warranty Service

If a part of your luggage is damaged, we will ship you a replacement part, with instructions for installation. 

We will ship you replacement luggage if defective components cannot be repaired or replaced.

We cannot guarantee exact replacement of limited edition, discontinued, or out-of-stock items. We guarantee that the replacement luggage will be of equal or greater retail value to your original purchase.

We make replacement decisions at our discretion and reserve the right to decline a warranty claim.

How it works

Contact us

Reach out to us via chat or email to get the process started. We’ll request a bit of information about the damage and your order.

*We recommend reaching out 2-3 weeks prior to travel. Our replacement orders are subject to standard processing and shipping times.

Claim Review

Within 24-48 hours, our service team will review the information you provided and determine the best next steps to fix any issues.

Shipping and processing times may vary based on availability.

Repair or replacement

- For minor, and easy-to-fix damage we’ll send you a repair kit.

- For larger issues, we’ll repair or replace the item. If an in-house repair or replacement is required, we will help you to ship your damaged item back to us.