What can we help you with?
What can we help you with?Keywords:
How do I go about sending my bag in for repair?
You may submit an online repair request form by visiting our Service and Repair link https://www.tumi.com/repairRequestGuest and completing the online repair request form.
What is your warranty policy for the first year of ownership?
TUMI products damaged during the first 12 months you own it, including damage caused by normal wear and tear, airline handling, or other transit damage, TUMI will cover all repair expenses, including shipping costs to and from our repair facility. If we determine that the product is damaged beyond repair, we will replace it. If we determine that a replacement product is not available, we will provide you with a product of comparable value. Damages not covered are damage resulting from abuse, cosmetic damage and incidental or consequential damages.
What is your warranty policy for years after the 1st year of ownership?
From the beginning of the second through the end of the fifth year when you own your TUMI travel item, business case or other bag, and for the second year of ownership for wallets, accessories, or outerwear, TUMI will repair any item that is damaged due to normal wear and tear, or defective in materials or workmanship, including any structural defects. For years two through five, we do not cover damage caused by airlines or other transit damage. Damage claims in transit cases should be filed against the carrier. Other damages not covered are damage resulting from abuse, cosmetic damage and incidental or consequential damages. Normal wear and tear for TUMI Outerwear does not include lost or missing buttons, torn fabrics or leathers or cosmetic damage as described above.
What is your warranty policy for TUMI's Global Locator?
One year limited warranty. If your TUMI Global Locator has a manufacturer defect, or is damaged during the first twelve 12 months of ownership, TUMI will cover all repair expenses, including shipping costs to and from our repair facility if the product was purchased from an authorized TUMI store or dealer. If we determine that the product is damaged beyond repair, we will replace it. Not covered by this warranty are damages resulting from accident, abuse, misuse, modification, water damage or cosmetic damage.
Why can't I see my registered TUMI products in my TUMI.com profile?
In order to see my registered TUMI products in "My Account," you must sign into your Tumi.com account or create a Tumi.com account, click on Register Your TUMI and proceed filling out the form. You will only see your registered Tumi products if and only if you register your items this way. If you register your Tumi products in store or while not signed into your account, you will not see your products listed under "My Account". Please note: Once your item is properly registered, please allow 5-7 business days for your item to show up.
Where is my Tracer Plate located ?
You can find your 20 digit tracer number, which is located on a metal plate affixed in certain locations depending on the collection to which your product belongs to. Generally placements consist of interior pocket lining or the exterior of some travel pieces. Please note, not all products have tracer numbers.
Can I use two credit cards to pay for my purchase?
Unfortunately, you are only able to use one credit card to make your purchase on TUMI.com. However; you may use a TUMI gift card and credit card combination for your purchase. If you wish to use a Gift Card issued by American Express (AMEX), MasterCard, Visa, etc. Please note: The amount on the card must be greater than or equal to the amount of the total purchase or it will be declined. These gift cards are recognized as a credit card, therefore it will automatically try to capture the full amount of the order first; also cannot be used with another tender.
How can I check the status of my order?
You may check the status of your most recent orders by clicking on "Track Orders" under My Account. You will be prompted to enter in your order number and either your zip code and/or email address. You are required to enter an e-mail address during Checkout, so that you may receive emails regarding the status of your order. This will bring your to the Order History page, which will provide you with detailed information about your current and past orders.Click on the tracking number located next to the item you want to track in order to view your order status and expected delivery date. If order "is in route," you may opt to receive updates via SMS or email. If order "is processing," you may view an expected delivery date. You may also sign into your account and click on "View your order status." A link is also located in your confirmation email. Please note: order information may not appear in your order history on www.TUMI.com for up to 24 hours.
What is the sequence my order will take during the tracking period?
Processing: Your order has been submitted and the information you entered during checkout is being processed.
Shipped: The products have shipped from our warehouse to the indicated shipping destination.
Canceled:The order is in canceled status and will not be processed.
Shipped: The products have shipped from our warehouse to the indicated shipping destination.
Canceled:The order is in canceled status and will not be processed.
Can I change or cancel my order?
After you have clicked "Place Order", you cannot cancel or change your order. Our system is designed to process and ship orders immediately.
How do I add products to my shopping cart?
To add products to your Shopping Cart, follow these simple steps:
- Choose a size and/or color for the product you want to purchase.
- Click on the drop-down menu to select a size. It will specify in the drop down menu if it is in stock, out of stock, backorder or available for purchase.
- If a color is not provided, it is out of stock and is not available for purchase.
- Enter a quantity in the field provided.
- Click the "Add to Cart" button to add the item to your Shopping Cart.
How do I submit feedback for my Tumi products and/or experience?
You may submit your feedback to cs.tumith@tumi.com and your information will be forwarded to the appropriate department. You may also leave a review on Tumi.com by going to the Product Detail Page, select Ratings and Reviews, and Add a Review.
What is FXT Military Ballistic Nylon?
Tumi was the first to bring ballistic nylon to the consumer market over 30 years ago. Now we have perfected it with our exclusive FXT ballistic fabric, which combines a unique weave and a special coating to make it ultra-tough and virtually abrasion proof.
Who can I contact for inventory availability of a product in a Tumi store/outlet?
Please contact the store of your choice directly to get the availability of an item.
How do I set my TUMI lock? Where is my key?
Please visit the Setting Your Tumi Lock section for instructions https://www.tumi.com/s/tumi-lock.
How can I learn more about a product?
If you would like more information about a product you see on www.TUMI.com, simply click on the product. This will take you to a Product Detail page that provides a complete product description.
How do I know if a product is available?
A product's availability is clearly noted on the Product Detail page as In Stock, Backorder, or Pre-order. Most products on our site are In Stock and ready to ship. Some products are either not yet available (Pre-order) or temporarily out-of-stock (Backorder).
What are the cleaning instructions for Tumi products?
The TUMI nylon fabric refresher is a special spot cleaning formula that removes dirt and most stains from ballistic and micro fiber nylon fabrics. Directions for use: Wipe excess dirt from fabric with a clean, dry cloth, bristle brush, or sponge. Gently rub into affected area. After a few seconds, wipe once more with a clean, damp cloth and air dry. The TUMI leather conditioner is a complete leather care product designed to clean, polish and protect most leathers (except suede or napped finishes). The special wax-free lotion was created for Tumi to preserve the rich luster and soft hand of its fine leather luggage, business cases, handbags and accessories. Directions for use: Shake well. Always test on a small area before treating an entire item. Using a clean soft cloth, smooth conditioner onto leather surface, let dry, then buff gently with a soft dry cloth. For exotic and naked leather apply sparingly, work into the surface, let dry and buff with a soft absorbent cloth. For best results, apply the conditioner to product before its first use. Reapply as needed.
What is your return policy?
If you are not satisfied with a product that you have purchased, you may return the product within 7 days of delivery for a full refund of the purchase price, minus the shipping, handling, gift box, and other charges where applicable. Please note: Monogrammed and personalized items, including TUMI Accents, cannot be returned. The product must be returned unused, in original boxes (whenever possible), and with all paperwork, parts and accessories to ensure credit.
How do I return an item purchased on TUMI.com?
If you would like to return an item that you purchased on TUMI.com, please follow the instructions outlined below. Instructions are also outlined on the Return Slip that is enclosed with your purchase(s).
- Pack the product(s) securely in the original product packaging, if possible. Please include all paperwork, parts, and accessories. All products must be unused to ensure credit.
- Enclose the Return Slip, listing the purchase(s) you are returning and why.
- Secure the prepaid shipping label from the Return Slip securely to the carton. Please make sure that the address to which it will ship is clearly legible. If you cannot find the Return Slip, please call our Customer Service Department or contact us at cs.tumith@tumi.com
- Before sending the return shipment, please remove all extra labels from the outside of the package.
- Present the package to any UPS driver, take the package to any UPS customer counter, or drop the package at any authorized UPS shipping outlet.
- Keep the UPS Return Tracking Number for your return in order to monitor delivery status
- Once your item has been delivered, please allow 3-5 days processing time within the warehouse for them to inspect, scan and process the return. Please also take notice, it is to the discretion of your bank on how long it takes for it to show up on your credit card statement.
How do I return an item I purchase in another country?
A product purchased within the US borders must be returned within a physical TUMI Full Price retail store or physical TUMI Outlet store. The same goes for all countries. Returns must be made within the country of purchase. Tumi.com North America orders can be returned using the provided label. However Tumi.com orders purchased off of one of our internatoinal websites must also be returned to the country of purchase.
How do I exchange an item I order through TUMI.com?
Unfortunately, we do not accept exchanges at this time. If you wish to exchange a product, you must return the product by following the Return Instructions on the packing slip and re-order a new product at www.TUMI.com. Please note: www.TUMI.com is not responsible for shipping, handling, gift wrap, or other additional charges for returned products.
How can I return my TUMI product when purchasing with Apple Pay or PayPal?
If you wish to return a product that you purchased using Apple Pay, you may return the product to a TUMI FP store. If you wish to return a product that you purchased using PayPal, you must return the product to Tumi.com. You cannot return a product purchased with PayPal to a TUMI FP or Outlet store. You may follow the Return Instructions on the packing slip as well. Please note: www.TUMI.com is not responsible for shipping, handling, gift wrap, or other additional charges for returned products.
How can I make changes to my shopping cart?
There are some changes you can maketo your shopping cart.
- To remove a product, click "Remove."
- By clicking "Add Free Personalization," you can add monogramming to your product. Then click "Apply Personalization" to proceed back to the shopping cart.
- By clicking "Make this a Gift," you can select your gifting options. Then click "Continue" to proceed back to the shopping cart.
- Save a product for later. If there are products in your shopping cart that you want to save but do not wish to purchase immediately, you can move them to your With List by clicking "Move to Wish List."
- If you wish to continue shopping on www.tumi.com, you may click Continue Shopping. You can use the Shopping Cart to store products you wish to purchase. At any time, you can return to your cart by clicking "Shopping Cart" at the top of the page.
When should I expect to my products to be shipped?
Make note of the Availability of the product. This tells you when we expect to ship your product from our warehouse. Once your product has left our warehouse, the shipping method you select during Checkout will determine when your order will arrive. (For example, if your product takes 1-2 full business days to leave our warehouse and you select "Priority" shipping, it may actually take 2-3 full business days for your order to arrive.) Products are only shipped during regular business days, which are Monday-Friday, excluding federal holidays within the United States. If you receive an email notifying you that your products have been shipped during a weekend or federal holiday, they will not actually be shipped until the following business day. Please note: most items take a minimum of 1 to 2 days to leave our warehouse if in stock, before the shipping process begins. Additional time is required for monogramming and accenting of an item.
What if I am shipped the wrong product, color, or size?
If we shipped you the wrong product from Tumi.com, please contact our Customer Service Department immediately. Before you call, please have your order number available. If you do not know your order number, please visit our Order Tracking page to find the number in your Order History. Please be prepared with a detailed description of the difference between the product you ordered and the product you received. Contact our Customer Service Department at 1-800-299-TUMI(8864).
When will I receive my tracking number?
At our warehouse, tracking numbers are assigned, when applicable, to packages immediately and generally appear on our website along with your order information. However, it may take up to 48 hours before the package is checked into the carrier's tracking system. Even though your package has already shipped from our warehouse and is on its way to you, the carrier may not be able to provide any information about your package for up to 48 hours.All questions regarding the status of a package with a tracking number should be directed to UPS.
Why can't I ship an item I want from the U.S. website to another country and vice versa?
Customers can only purchase product off their local site. Tumi does not participate in cross border shipping. If you would like to ship to a selected country, the purchaser must purchase the products from that specific country's website.
What carrier does Tumi use to ship their products?
Tumi.com uses UPS to ship all customer orders in the U.S. and Canada.
Is Tumi responsible for any charges from an outside party?
Tumi is not responsible for any charges here by instated through another party. This includes all delivery charges inflicted by an outside party (hotel, etc.).
Can items ordered ship separately?
Items may ship separately depending on size, availability and the addition of value added services (accenting and monogramming).