Frequently Asked Questions

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.

Due to the impact of COVID-19, we are experiencing delays and orders may take longer than usual to arrive. For the health and safety of our team, we have a small and limited team on-site. We are working to get orders out as quickly as possible. In the meantime, we'll send you emails when there is an update on the status of your order.

Your card will be charged at time of purchase, not at time of shipment.

Absolutely! However, we are experiencing delays due to COVID-19. Please reach out to our team at help@calpaks.com for any questions or concerns. We'll be glad to help you through the process.

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.

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.

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).

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@calpacks.com with a photo of your lock.

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

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. lide 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.

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.

Instruction Video:

Currently, we only ship in the continental US. If you would like an order to be shipped to Alaska, Hawaii or internationally, please reach out to us at sales@calpaks.com for more options.

Once you place your order, it takes up to 2 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.

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

QuadPay
- Through QuadPay, you can split purchases into 4 simple, interest-free installments.
- Feel empowered to buy now, pay over time and avoid interest.
- Maximum order value is $1,500 USD.
- For more information visit the QuadPay FAQs here.

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

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.

Orders are processed in 2-3 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.

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.

As we work to get your package to you as soon as possible, if you have to cancel or modify your order, please contact info@calpaks.com immediately. Once the order is processed or shipped, we are unable to cancel or change an order

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.

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

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

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

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

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

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

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

CLEANING WITH: MILD SOAP + WATER

CLEANING WITH: AN ADHESIVE REMOVER

CLEANING WITH: A MR. CLEAN MAGIC ERASER

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:
http://oehha.ca.gov/prop65/p65faq.html
http://www.oehha.ca.gov/prop65/prop65_list/Newlist.html

Still need help? Contact Us.

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.

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.

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.

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.  

The EVRY collection is made of 100% cotton. 

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

Begin by visiting the CALPAK Returns Center. You'll need to enter the email used for your purchase and follow the directions to receive your shipping label and return instructions. Please not that due to the impact of COVD-19, we are experiencing delays in processing returns.

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

We accept returns of unused products within 15 calendar days of receipt of your order. 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.

Learn more about returns here.

Non-returnable items (unless otherwise noted):
- Gift Cards
- Sale items marked as final sale
- Sample sale items
- Silk Travel Sets, 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.

Return shipping is not free, however, we offer our customers the option to use our prepaid return labels. Our negotiated rates ensure you receive the most affordable shipping cost.

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.

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

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.

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.

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.

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.

Start the process of your warranty claim here.

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.

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

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

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