Return Policy
When I receive damaged or incorrect package,how can I do?
Please check your delivery first.If your package was damaged in transit, is defective, or is not what you ordered,please contact our customer service by email.After that, we will reply you in 3 working days.
Follow these steps to apply for returning:
- E-mail support@airwheelsuitecase.com to apply for a return.
- Follow the instructions to request a return authorization, entering your customer information to locate the order, and then initiate the return process by choosing the appropriate return reason.
- Print out the provided pre-paid return label and return authorization.
- Please place the return authorization paperwork inside the return package. This will allow for faster refund processing.
How to do when my package is lost in transit/not received?
Lost in transit
When you check your order and your package information shows you "Lost in transit",you can follow these 2 ways.
- First,please contact our customer service by chat to apply for return service.
- Second,please email us by support@airwheelsuitcase.com as soon as possible so that we can process your situation early.
Not Received
When you check your order and your package information shows you "Delivered",but you still don't receive the package,please follow these steps.
- Check the immediate area; including any mailbox, garage, porch, front desk, leasing office, neighbor, or anyone that may have signed or picked the package.
- Please also track your package online to see if there are any special instructions or updates listed.
- If you are still unable to find your package, then please contact us via chat, or email our customer service team at support@airwheelsuitcase.com. within 7 days.We can do a driver inquiry with the carrier. Inquiries are not able to be made after this time.
Please Note: Driver inquiries and Carrier Claims are not guaranteed.
Do you know any situation that can not exchange?
- We do not accept general orders or items for exchange.
- If you need a different size, color, or product please return your item(s) for a refund and place a new order at your convenience. Placing the new order now just ensures that you will receive it quickly and that it won't go out of stock.
When can I cancel my order?
Before shipping,if you'd like to cancel the order by your personal reason,you need to contact us via chat or email:support@airwheelsuitcase.com.Otherwise, we will not be able to accept cancellation of your order.
Refund Policy
After applying for refund, when can I receive it?
- Following a successful inspection of your return we will process a refund to the account which was used to place the original order.
- Please allow 15 working days for the refund to appear in your account.
Why I can not receive the refund yet?
- If you haven’t received a refund yet, please check your statement again, these incoming payments can be overlooked.
- If you cannot see the transaction, please contact your card issuer company, it may take some time before your refund is officially posted.
- If you’ve done all of this and you still have not received your refund yet, please contact us at support@airwheelsuitcase.com.
We make every effort to ensure that the products on our site are to your satisfaction. We are available for chat support or you can email us at support@airwheelsuitcase.com if you have any questions regarding a product before purchase or if your merchandise is damaged or defective after use.