Frequently Asked Questions

Ordering and Shipping

Where does CALPAK ship to?

Currently, we only ship in the continental US. For more information on any e-commerce retailers that we work with who might offer additional shipping options, please reach out to us at sales@calpaks.com.

When will I receive my order?

Once you place your order, it takes 3-8 business days to process and ship. Depending on your location, ground shipping can take 2-9 business days for your package to arrive.

We'll send an email with tracking information as soon as it ships. This will provide you with specifics on its arrival. Get excited, good things are headed your way.

Where is my order?

You can track your order here.

What does it mean when a product has an estimated shipping date and is marked as pre-order?

When a product is marked pre-order, it means we don’t yet have it in stock at our US warehouse. Pre-orders are a way to guarantee you will receive an awesome new item that may not be ready yet! When you place a preorder, it won’t be shipped immediately to you. They will ship out as soon as they arrive at our warehouse. Any other items purchased at the same time as your preorder items, will ship within standard processing times.

What forms of payment do you accept?

We accept Visa, MasterCard, American Express, Discover, JCB, Diner's Club, PayPal, and Apple Pay.

Zip
- Select Zip as your payment method at checkout using a credit or debit card and you can split purchases into 4 simple, interest-free installments. The first 25% of your order total will be charged at the time of purchase. Pay the rest in 3 equal, interest-free installments that are billed automatically over 6 weeks.
- Feel empowered to buy now, pay over time and avoid interest.
- Maximum order value is $1,500 USD.
- For more information visit the Zip FAQs here.

Shop Pay
When checking out with Shop Pay, you now have the option to pay now or later. Paying in installments on Shop Pay allows you to split your purchase amount into 4 equal, biweekly installment payments—with 0% interest, no hidden or late fees, and no impact on your credit score.* In some instances, your first payment is due when you make your purchase; otherwise, your first payment is due 2 weeks after your purchase.
- The installments option on Shop Pay is available on debit and credit cards.
- There are no late fees if you miss a scheduled payment.
- Pay in full or in 4 interest-free installments for orders between $50 and $1000 with Shop Pay.
- For questions about installment payments on Shop Pay, visit shop.affirm.com/help. For questions about Shop Pay or the Shop App, visit help.shop.app.

*Payment options are offered by Affirm and are subject to eligibility check and may not be available in all states. California residents: Affirm Loan Services, LLC is licensed by the Department of Business Oversight. Loans are made or arranged pursuant to California Financing Law license 60DBO-111681.

How much is shipping?

We are glad offer free shipping for all orders over $75. All other orders ship for a flat rate of $7.95.

Can I get expedited shipping?

Absolutely! We offer expedited shipping at checkout.

If you choose this option, orders will be processed the same day for purchased made before 12pm noon PST. Any orders made after 12pm noon PST will be processed the next business day. Our offices are closed Saturday and Sunday, so orders made on Friday after 12 pm noon will be processed the following Monday.

How long does it take to receive my tracking information?

Orders are processed in 5-10 business days (Monday - Friday), and we do not process, ship or deliver on Weekends or Holidays.

We'll send you an email with tracking info as soon as your order ships. Please note that it can take 24-48 hours for USPS/UPS tracking updates to reflect.

If you didn't receive an email with tracking info, please check your spam. Still no luck? Please contact info@calpaks.com, we're happy to help.

Do you ship to P.O. boxes?

Unfortunately, we are unable to deliver to a P.O. Box address. If a P.O. box is entered at checkout, your order may be delayed or cancelled.

Can I cancel or update my order once it's placed?

As we work to get your package to you as soon as possible, our system automatically processes your order as soon as it's placed. This means once an order is placed, we are unable to make any changes. This includes address changes, color change requests, and order cancellations. If you need to return or exchange an item in your order, please wait until your order arrives and create a return or exchange as soon as you receive it. If you have any additional questions, please feel free to reach out to help@calpaks.com for further assistance.

Why does expedited shipping cost so much?

Our orders are shipped based on dimensional weight. Although our products may not weigh a lot, the bigger package takes up more space on a truck or plane.

Do you offer gift wrapping?

Unfortunately, we do not offer gift wrapping at this time.

How do I get a gift receipt?

We do not include the price of your purchase on the receipt.

I missed the sale! Do you price match?

If an item you purchased from CALPAK is discounted within five (5) days of the date of purchase, we will honor a one-time price adjustment on full-price purchases.

Items that are on sale on websites other than calpaktravel.com are ineligible for price adjustments.

The product must be in stock and identical in size, color, and quantity.

We are not able to apply any promo codes or rewards points to orders that have already been placed.

Having issues with Internet Explorer?

Calpaktravel.com is not currently supported on Internet Explorer; please use a different browser (i.e. Google Chrome, Safari, Firefox) to browse and shop our website. If you have any questions or concerns, please reach out to help@calpaks.com.

How do I pay with a gift card?

Simply input the code into the Gift Card field at checkout. We know you'll love your purchase!

Returns

How do I start the return process?

Begin by visiting the CALPAK Returns page. From here you can choose if you want a different color or size, want a different product or just a refund.

For exchanges, you can try a new color / style / size for any item when selecting which items you’re sending back. This is based on available inventory. We’ll ship the new color / size right away!

If item is marked Final Sale, prices are as marked and all sales are final.

If you cannot find the email address of your order, please contact us at info@calpaks.com for more help.

What is your return policy?

We accept returns of unused products within 30 calendar days of order being placed. To start the process, visit our Returns Center.

Returned items cannot show any signs of use, wear, tear, marks, scratches, alterations, or any kind of damage. Products must have their original packaging, shipping carton and any uncut hang tags. We reserve the right to reject any returned items with personal items left inside the product, as it indicates signs of use.

Non-returnable items (unless otherwise noted):
- Gift Cards
- Sale items marked as final sale
- Sample sale items
- Everyday Fresh Hand Sanitizer
- Freshen Up Linen & Room Spray
- Stay Fresh Kit
- Silk Neck Pillow & Eye Mask Set, as this is a personal use item
- Personalized items

If you're unsure whether your purchase is eligible for return, please contact us at help@calpaks.com with your order number for further assistance.

Are returns free?

Return shipping is not free, however, we offer our customers flat rate return shipping! You'll be charged a single fee, even with multiple items!

- Luggage: $14.95
- Bags & Accessories: $7.95
- Apparel: $4.95

Do you issue refunds for returns?

You have the option to receive a refund to your original form of payment, or an Instant Refund Voucher to use immediately on calpaktravel.com. We issue refunds to your original form of payment as soon as we receive and approve your returned item.

If you received an item as a gift, refunds will be issued to the original purchase or if requested, store credit will be emailed to you. We are no able to offer refunds to anyone other than the original purchaser and their form of payment.

I received the wrong product. What do I need to do to get the correct item?

Please contact us at help@calpaks.com with your order number. We'll help resolve this right away!

When will I receive my refund?

For returns on gifts, refunds will be issued to the original purchase or if requested, store credit will be emailed to you. We are no able to offer refunds to anyone other than the original purchaser and their form of payment.

Can I return a gift card?

Unfortunately, e-Gift cards are not refundable and cannot be changed or cancelled. We suggest regifting loved ones so they can get what they truly want this year.

Products

How do I clean my luggage?

CLEANING WITH: MILD SOAP + WATER

CLEANING WITH: AN ADHESIVE REMOVER

CLEANING WITH: A MR. CLEAN MAGIC ERASER

California Residents - Proposition 65 Warning

Proposition 65 (Prop 65), the Safe Drinking Water and Toxic Enforcement Act of 1986, is a California law that requires the state to keep a list of chemicals that the State of California has identified may cause cancer or reproductive toxicity. There are now over 950 chemicals on the Prop 65 hazardous substances list. The full list can be found on the California Office of Environmental Health Hazard Assessment (OEHHA) website.

As part of Prop 65, businesses selling products to people in California must provide “clear and reasonable warnings” before knowingly exposing people to any chemical on the list, unless the expected level of exposure would pose no significant cancer risk.

The law defines “no significant risk” as a level of exposure that would cause no more than 1 extra case of cancer in 100,000 people over a 70-year lifetime. So a compound can be unlabeled if a person exposed to the substance at the expected level for 70 years is estimated to have a 1 in 100,000 chance or less of getting cancer due to that exposure. The law also has similar strict cutoff levels for birth defects and reproductive harm.

There are many commonly used items that fall under Prop 65's mandates. Additionally, real estate properties are subject to California’s Prop 65 mandates due to the possibility of hazardous chemicals being present in the nearby environment. Some of the product categories sold in the State of California, and California locations that require California Prop 65 warning labels include: products made with leather, vinyl, foam, synthetic and non-woven material, beauty products, glassware, ceramics, batteries, retail stores, etc.

All of CALPAK parts and fabrics are made from durable and safe materials, in full compliance with federal safety regulations. However, as there are many chemicals used throughout the manufacturing process, it is possible that our products may contain trace amounts of one or more of the 950+ chemicals on the California Proposition 65 warning list.

Prop 65 warning labels are primarily used in the sale of products to California residents. We attach one to our products no matter where they go to inform the consumer, even though by law we are not required to do so if the consumer lives outside of California.Proposition 65 is more of a “right to know” law than a pure product safety law. Voters who approved Proposition 65 in 1986 intended that Californians should have a right to know when they may be exposed to chemicals that cause cancer or reproductive harm.There are trace amounts of these chemicals in more products than you may know, but only in California it is a requirement to tell the consumer.We hope that the information above helps in answering your questions, below are some links with more information on Prop 65 Act.

References:
https://oehha.ca.gov/proposition-65/proposition-65-faqs
https://oehha.ca.gov/proposition-65/proposition-65-list

Still need help? Contact Us.

Can I buy individual luggage pieces if they are only offered in a set?

We're always working on adding new collections for individual sale. If it is not available on our website as a single item, it's not available for individual sale at this time.

For questions about specific collections, please contact us at info@calpaks.com.

Is the Silk Travel Set Washable?

Yes! We designed the Silk Travel Set to be washable, perfect for travel adventures near and far.

The Silk Neck Pillow has a removable cover. Unzip the cover, hand wash in cold water and let it air dry.

The Silk Eye Mask can also be hand washed in cold water and air dried.

What are the care instructions for your garments?

Apparel:
Machine was cold, tumble dry low. Do not bleach.

Masks
Machine was cold, tumble dry low. Do not bleach.
*We recommend washing your mask before first use and after every wear.

Should I expect any shrinkage for the apparel?

The EVRY collection is pre-washed. For the least shrinkage, we recommend washing in cold water and air drying or tumble drying on low heat.

What kind of fabrics are used for the apparel?

The EVRY collection is made of 100% cotton.

How does your apparel sizing work?

See size guides below. If you are between sizes, we recommend sizing down for tops and sizing up for bottoms.

Apparel Returns

If the item is not returned in resealable condition (deodorant, cigarette smoke, bodily fluids, etc.), then the item will be returned to you and considered final sale and nonreturnable.

Airline Damage

What if my bag arrives damaged at baggage claim?

Our products are tested, tried and true. They are designed to withstand normal use, including regular handling by airlines. If the bag is damaged during transit, the airline is required to handle the damage claim. File one with them immediately. Each airline has different requirements - submitting a claim before you leave the premises, within a 24 hour window, etc. Be sure to make one right away.

Contact warranty@calpaks.com for questions or assistance with your claim, we're happy to help.

Locks

How do I set my TSA frame lock?

CALPAK TSA FRAME LOCK INSTRUCTIONS

1. Set dials to 0-0-0 and gently press side buttons on lock to open luggage.
2. Locate the reset button on the interior of the lock.
3. Slide reset button on the interior of the lock from "off" to "set".
4. Set your desired combination. (Save your code in a safe place! Your lock cannot be opened or reset without your code.)
5. Slide the reset button on the interior of the lock from "set" to "off".
6. Close luggage and gently push down the lock.
7. Check lock by changing the dials. Side buttons should not push down.
8. Enter your secret combination. Gently press side buttons to open luggage.
9. Repeat for other lock.

Luggage collections with TSA frame locks: Jen Atkin

If you're unsure what lock your luggage has, please contact us with a photo of your lock at: help@calpaks.com.

How do I set my TSA combination lock?

CALPAK TSA COMBINATION LOCK INSTRUCTIONS

1. Set dials to 0-0-0
2. At the bottom of the lock, there is a small button. Insert a pin or pen in the button.
3. Set your desired combination. (Save your code in a safe place! Your lock cannot be opened or reset without your code.)
4. Push the top button on the lock. The bottom button will release.
5. Place the zipper pullers in the lock.
6. Check your lock by changing the dials. Push the top button down. Zipper pullers should not release.
7. Enter your secret code (that you set before). Push the top button down. Zipper pullers should release.

Luggage collections with TSA combination locks: Ambeur, Astyll, Cyprus, Wandr (except for carry-on with front pocket)

If you're unsure what lock your luggage has, please contact us with a photo of your lock at: help@calpaks.com.

CALPAK TSA COMBINATION LOCK (FLAT) INSTRUCTIONS
1. Set dials to 0-0-0
2. At the top of the lock, there is a small button. Insert a pin or pen in the button.
3. Set your desired combination. (Save your code in a safe place! Your lock cannot be opened or reset without your code.)
4. Push the slider upwards. The top button will release.
5. Place the zipper pullers in the lock.
6. Check your lock by changing the dials. Push the slider up. Zipper pullers should not release.
7. Enter your secret code (that you set before). Push the slider up. Zipper pullers should release.

Luggage collections with TSA combination locks (flat): Gold Marble, Terrazzo, Medora, Oh Joy!

If you're unsure what lock your luggage has, please contact us with a photo of your lock at: help@calpaks.com.

How do I reset my lock?

Send a photo of your lock to help@calpaks.com. We’ll get back to you within 2 business days. If it’s urgent, we recommend trying all the combinations between 0-0-0 and 9-9-9. We promise it takes less time than you would think (we happen to know from experience).

I lost the key for my lock, what do I do?

TSA- approved combination locks may have keyholes, but they are for TSA use-only and keys are only provided to their staff. However, if your product came with a set of keys, contact us at warranty@calpaks.com with a photo of your lock.

How do I know if my lock is TSA-approved?

Locks approved by the TSA (Transportation Security Administration) feature a red diamond logo.

In the US, the TSA may open checked luggage as part of their security screening process. With a TSA-approved lock, the staff can open it with a key and lock your luggage after screening. If your luggage has a lock that is not approved by the TSA, it may be broken in the process.

How do I set my TSA key lock?

CALPAK TSA KEY LOCK INSTRUCTIONS

1. Insert zipper pullers into lock.
2. Insert the key and rotate counter-clockwise to lock.
3. Check your lock by sliding the key slide up. Zipper pullers should not release.
4. Insert the key and rotate clockwise to unlock.
5. Slide the key slide upwards to unlock. Zipper pullers should release.

Luggage collections with TSA key locks: TRNK

If you're unsure what lock your luggage has, please contact us with a photo of your lock at: help@calpaks.com.

How do I set my double TSA key lock?

CALPAK DOUBLE TSA KEY LOCK INSTRUCTIONS

1. Insert zipper pullers into lock from the bottom to the top. Bottom zipper pullers are for the main compartment and the top zipper pullers are for the front pocket.
2. Insert the key and rotate clockwise to lock.
3. Check your lock by sliding the key slide up and down. Zipper pullers should not release.
4. Insert the key and rotate counter-clockwise to unlock.
5. Slide the key slide upwards and downwards to unlock. Zipper pullers should release.

Luggage collections with double TSA key locks: Wandr carry-on with front pocket

If you're unsure what lock your luggage has, please contact us with a photo of your lock at: help@calpaks.com.

How do I reset my non-TSA lock?

Instruction Video:

VIT Rewards Program

What are the perks of joining CALPAK VIT?

First of all, you get $5 just for signing up—need we say more?

But that’s not the only VIT perk. Here are more :
• You’ll also be the first to know about all of our sales
• Get a special birthday gift
• Earn points (points = $) by following us on our social channels
• Get 5% back in points every time you purchase something from us and apply points toward future purchases.
• Receive $25 every time you successfully refer a friend.

It’s basically the easiest money you’ve ever made.

Can I combine my rewards points with different offers?

Unfortunately, you can’t use a promo code and your reward points at the same time. But, good news! You can combine all of your reward points and use them at once.

What’s a VIT?

A VIT is a Very Important Traveler. When you join the VIT Club, we reward you for traveling and spreading the word about CALPAK. Get ready for a special birthday gift, exclusive events, first access to sales, referral credits, and more.

Do points expire?

Your points expire after 2 years after once they're earned leaving you ample time to use your points!

Where do I check how many points I have?

It’s easy—just log into your account and go to the rewards tab. You have to be signed in if you want to redeem your points.

What makes a successful referral?

When whoever you refer to CALPAK makes a purchase of $150 or more, you’ll get a $25 credit. Please note that it may take some time to show up in your rewards account. If it’s been over 24 hours, then contact us. There’s no limit to how many people you refer, so keep spreading the word and earning credit!

Why aren’t my points showing up?

It takes up to 24 hours for your points to show up. Didn’t get a confirmation email from us? Try checking your spam.

*Please note birthdays must be shared 30 days prior to the date. If your birthday falls within the next 30 days, please reach out to our customer service team at help@calpaks.com, and we're happy to help you add your birthday to our system!

What if I forgot my password?

Oh no! We can help with that. Head over to the account page and hit 'forgot password.” Enter your email and you’ll receive an email shortly after to update your password.

I don’t live in the US but I want to be a VIT. What should I do?

We’d love for everyone to be a VIT! Unfortunately, we aren’t shipping out of the continental US at this time. Hopefully this will change soon.

How do I join CALPAK VIT?

Easy! Simply create an account (here) and start earning points. Your $5 credit will be available to use immediately!

Warranty

Does my purchase come with a warranty?

Yes, most of our products come with an either 1 or 2-year limited warranty. Please see the Product Guarantee page for more info. Purchases made from sample sales are sold as-is and are excluded from any warranties. Click here to start a warranty claim.

Do you offer replacements or replacement parts?

We only replace items with manufacturing defects, which do not include damage caused by normal wear and tear, misuse, improper care, negligence, accidents, or transport damage including those from the airline.

We send spare parts for easy repair issues. Here's more on that:
1. Most luggage can be easily repaired with a screwdriving and spare part. It's easy and usually takes less than 5 minutes.
2. Save time instead of waiting for your luggage to be returned to us. We can send you a spare part right away, which saves you weeks of waiting on repairs.
3. Repairing your luggage creates less waste! Instead of going into the trash, you can continue using your item.

For warranty issues, email us at warranty@calpaks.com.

How do I file a warranty claim?

Start the process of your warranty claim here.

Can I purchase a spare part?

Yes, absolutely! Snap a picture of what needs to be replaced and send it to warranty@calpaks.com. We'll help you through the process.

Do I need to register for the warranty?

We made it easy for you, so no warranty registration is required. Please include your receipt or proof of purchase for any warranty claims.

What is Mulberry Extended Protection?

We’ve partnered with Mulberry to offer 2, 3 or 5 year extended protection plans.

The Mulberry Extended Protection plan covers:
- Accidental rips & tears Broken zippers, wheels & handles
- Food, beverage, human & pet stains
- Functional damage* from baggage handling
- No deductibles or hidden fees
- 24/7 customer support
- Product replacement or repair
* Cosmetic dents & scratches are not covered

You can learn more or contact the Mulberry team here.

What is Limited Warranty vs Mulberry Extended Protection?

The 1 or 2-year Limited Warranty protects your product against defects in materials and workmanship. The 2, 3 or 5-year Mulberry Extended Protection plan provides additional coverage for everyday accidents that may occur. Mulberry also provides coverage for product defects, once the Limited Warranty expires.

How do I file a claim with my Mulberry Extended Protection Plan?

To file a claim, simply login to your Mulberry portal at getmulberry.com/login. You can also contact their support team at support@getmulberry.com.

When does Mulberry Extended Protection coverage begin?

Coverage begins the date of delivery. While CALPAK’s warranty is active, we will redirect the consumer to CALPAK to resolve issues covered under this warranty.

Can I cancel or return my Mulberry Extended Protection Plan?

Yes, you can cancel your order at any time. For refunds, if you purchased your Extended Protection Plan on calpaks.com, please contact CALPAK for your refund. If you purchased your Extended Protection Plan through post-purchase email, please contact Mulberry for your refund by logging in at app.getmulberry.com/login or by emailing support@getmulberry.com.

Which products are not eligible for Mulberry's Extended warranty?

The following products are ineligible for Mulberry's Extended Warranty:

- Clear Luggage Cover
- Men’s Relaxed French Terry Sweatpants
- Men’s Relaxed French Terry Sweatshirt
- Neck Pillow and Eye Mask
- Non-Medical Double Layered Face Masks
- Oh Joy! Packing Cubes
- Oh Joy! Portable Charger
- Out of Office Robe
- Packing Cubes 3-Piece Set
- Packing Cubes 5-Piece Set
- Portable Charger
- Women's Cropped Jersey T-Shirt
- Women's Relaxed French Terry Joggers
- Women's Relaxed French Terry Shorts
- Women's Relaxed French Terry Sweatshirt

Can I purchase the Mulberry Extended Protection Plan after I've already checked out?

Yes! You can purchase the Mulberry Extended Protection Plan via email up to 30 days after delivery.

Partnerships

I am an influencer who wants to shoot content in exchange for product. Who can I speak with?

We're glad to hear you want to work with us! Please email press@calpaks.com for more info.

I would love to review a CALPAK product for my blog/vlog/etc. Who do I go to?

Thanks for your interest, we'd be happy to chat more with you! Please email press@calpaks.com for more info.

I'm a brand who wants to do a social media collab or giveaway. Who can I get in touch with?

We'd love to hear from you! Please email press@calpaks.com for more info.

I would like to use CALPAK products in TV/film/print/digital for content. Who can I speak with?

We're happy to hear you'd like to work with us! Please email press@calpaks.com for more info.

Who do I contact for press opportunities?

Get it touch with us at press@calpaks.com!

Wholesale

I'm interested in selling CALPAK products in my store(s). How do I learn more?

We're happy to hear you're interested in working with us! Please email sales@calpaks.com for all wholesale and stocking inquiries.

I would like to purchase a bulk order of CALPAK products. How do I find out more?

That's great to hear! Please email us at sales@calpaks.com for bulk order inquiries.

Have questions?We’re here to help.

Have questions?
We’re here to help.