Payment Options We currently accept the following payment methods: Visa, MasterCard, and PayPal. Credit card charges are processed at the time your order is shipped. For your security, when paying by credit card, your billing name and address must match that of the credit card used for payment. Trochi reserves the right to cancel any order that does not match these criteria.
Sales Tax All applicable regional sales taxes are applied to the price of the product ordered.
Changed or Cancelled Orders Unfortunately, we are unable to guarantee that an order can be changed or cancelled once placed. If, however, a purchase has not yet been shipped and you wish to make a change or cancel your order, you should contact Trochi via our online contact form and we will do our very best to assist you. Please include all relevant order information in your contact comment to facilitate us in tracing your order.
International Orders At this time, Trochi products are available only in the US and Canada and we are unable to offer international orders.
Order Processing Understanding that our goal is to ship orders as quickly as possible, the processing of an order generally takes 1-2 business days after it is received. Although we cannot guarantee next day processing, orders placed by 5:00 PM Eastern Standard Time on any given business day will most likely be shipped the following business day assuming that all ordered items are in stock.
Pricing All Canadian orders are quoted in $CAD and must be transacted in $CAD. All prices are subject to change without notice. Trochi makes every effort to provide you with the most accurate, up-to-the-minute product information Online, however, some items on our Website may no longer be available or may be listed inaccurately at the time of ordering. In the event a product is no longer available, whether because it has been discontinued or for any other reason, we will cancel the order placed and notify you immediately of the status of your order. In the event a product is listed at an incorrect price, we have the right to refuse or cancel any orders placed for that product. If an item’s correct price is lower than our stated price, we will charge the lower amount and ship you the item. If an item’s correct price is higher than our stated price, we will cancel your order and notify you of the price error and order cancellation. You will, of course, be given the opportunity to purchase the item at the correct price if you so wish.
Backorder Policy All availability of products is subject to change without notice. Although we make every effort to keep items in stock, occasionally items may sell out. If any item in your order is out of stock, we will contact you by email to notify you that the out of stock item was cancelled from your order. Since all orders are invoiced when shipped, if this out of stock item was the only item in your order, you will not be invoiced. If there were other in stock items in your order, you will be notified of this adjusted invoice amount.
Once an order has been processed, we are not able to upgrade or change shipping methods. We are also unable to modify or cancel the items on your order once it has been confirmed. Please note that we use a Trochi designated carrier for shipping your product to you. The designated carrier is determined by the most efficient and economical method for shipping to your location. It is not possible to specify a preferred carrier when placing your order. You should also allow for 1-2 business days for processing to be added to your delivery time. Trochi cannot be held responsible for shipping delays due to inclement weather and we do not issue refunds for shipping costs if a delivery date is missed. Please be advised that carriers may require someone to sign for your shipment at the receiving end. If you are shipping to an apartment or in an office building, be advised that the carrier might require you to sign for the package(s) and will not leave your shipment without a signature. When your order has shipped, you will receive a Trochi shipping notification email containing your tracking information. With this number, you will be able to monitor the progress of your package as it is in transit to you. Note: International Shipping is not available at this time.
Our exclusive seasonal sale through November 1st – January 1st is not refundable during this time. We do accept orders for exchanging a different color with the same model and the same size. However, the item(s) has to be in original condition with the tag attached. The customer is responsible for return freight to Trochi. Once we received the order, please allow 10 business days to process your exchange. Please provide following information to trochi@trochi.com for exchange: 1. Your name, address, email and phone number 2. Your original Online order# 3. The color you wish to exchange. Return address: 13-200 West Beaver Creek RD, Richmond Hill, ON L4B 1B4, Canada
If you are not completely satisfied with your Online purchase, you may return unused merchandise within 30 days of the original shipping date for a prompt refund. You will be refunded the full amount of the original purchase price including any sales tax and other charges paid upon purchase with the exception of shipping and handling charges which, when charged, are not refundable unless the product arrived damaged or the incorrect product was shipped. Upon receipt of your return, your return will be processed and your credit card will be credited. Please allow 14 business days for us to process your return. Credit card companies vary on the time it takes for credits to appear on their customers’ records, so please allow 1 to 2 billing cycles for the credit to show up on your credit card statement. If you return any part of your order and that order was part of a promotion, your refund may be reduced. Some sales may be final sales and, as a result, are non-refundable. Non-refundable sales will be indicated as such at the Online point of sale.
You will be asked to include the original packing list inside the carton. If misplaced or lost, in lieu of the original packing list, you may include a piece of paper detailing your name and contact information (i.e. address, email, phone #), the name and a description of the product being returned along with your order number. Note that you will be responsible for the return freight costs and that the original freight charges will not be reimbursed.
We do not accept orders or items for exchange. If you need a different size, colour or product please return your item(s) for a refund and place a new order at your convenience. Returning Damaged Merchandise If your merchandise is damaged in transit or is defective, contact us directly via Trochi’s Online contact form and we will, in turn, contact you to instruct you on how to proceed.
If your merchandise is damaged in transit or is defective, contact us directly via Trochi’s online contact form and we will, in turn, contact you to instruct you on how to proceed.
Trochi’s hardside luggage is easy to clean. Simply wipe down the outside surface of the case with a mild soap and warm water. To dry, simply wipe with a soft, non-abrasive drying cloth. Do not use heat to dry. To preserve the luster of your Trochi, polish with any reputable automobile or furniture polish begin careful to follow the manufacturer’s directions carefully. Because oil may run or leak into the case’s interior and stain the lining, avoid oiling locks and hinges. A fine steel wool and a clear sealant can be used to safely remove scratches from luggage hardware.
Avoid, if possible, storing your Trochi anywhere where extremes of temperature or humidity may occur since these tend to age luggage prematurely. If kept in an attic or basement storage area for lengthy periods when not traveling, you’ll want to take your Trochi out of storage from time to time to be opened and aired. This will help to prevent the growth of mildew due to humidity as well as maintain the case’s resiliency. Whether for airing or travel, we recommend cleaning your luggage immediately upon taking it out of storage.
When traveling internationally, airport security measures may require security personnel to access luggage without the owner being present. Luggage locked or secured with anything other than a TSA approved lock may need to be opened by force for the purpose of conducting inspections. Approved TSA locks, however, can be opened by authorities using universal “master” keys, inspected and then relocked without any damage to the luggage. We highly recommend you lock your luggage when traveling and that you do so with a TSA approved locking system. The red diamond insignia on your Trochi lock is the universally recognized mark of a TSA approved lock.
Your TSA lock’s default combination is 0-0-0. Resetting your lock’s combination is a simple three-step process. Press the lock’s reset button until you hear a click. Now your lock is ready to accept a new combination. Set the three-digit combination code to a combination of your choosing. Now pull the lock’s release/open tab to permanently set your new combination. You can test that you’ve set the lock correctly by placing the zipper tabs in the lock’s tab inserts and trying the 0-0-0 combination which should no longer open the lock. Now use your newly reset combination and – voila! Simply repeat this procedure whenever you want to reset your lock’s combination. All Trochi luggage comes equipped with instructions for setting your combination.
All Trochi products purchased online, from either trochi.com or trochi.ca, are covered by a 10-Year Limited Warranty against manufacturer’s defects. This Limited 10-Year Warranty extends to the original purchaser or gift recipient only. If a problem occurs with a Trochi product that is covered by the 10-Year Limited Warranty, provided that problem is caused by manufacturing defects in material and workmanship, Trochi will, at its discretion, either repair or replace the defected product in accordance with the warranty terms and conditions stated herein. This warranty covers only manufacturing defects and does not cover any damage caused by misuse (such as transportation of unusual items), neglect, accidents, abrasion, exposure to extreme temperatures, solvents, acids, water, normal wear, and tear, or transit damage (by airlines or any other form of transit). Incidental and consequential damages are expressly disclaimed. The product owner is responsible for all costs of getting/returning the product to Trochi, including but not limited to the cost of packaging, shipping, and applicable taxes. Upon receipt, Trochi will determine whether or not the problem is covered by the Trochi warranty. If covered by the warranty, any repair or replacement and the cost of returning the product to you will be at Trochi’s expense. If a product that is no longer available is to be replaced, Trochi will substitute a comparable Trochi product. In such cases where the warranty does not apply, Trochi will promptly provide you with an estimate of any repair and return shipping costs that may be involved. While non-warranty maintenance or repairs on your product can be performed by any company, Trochi stipulates that any improper or incorrectly performed maintenance or repairs performed by any company other than Trochi will automatically void this warranty. Labor charges and damages attributable to work performed by anyone other Trochi are not covered by this warranty. To the extent permitted by applicable law, any implied warranties are hereby excluded. The warranty provided herein is limited to the value of the product. Manufacturing specifications are subject to change without notice. Product locks are intended only to prevent accidental opening and cannot necessarily prevent theft of the product or its contents, breakage or entry by airline or airport personnel or governmental authorities. Inspect your product immediately after handling by anyone other than yourself. If damaged in transit, submit a claim to the transit company (which is insured against damaging your product) at the place of arrival, and if possible, before clearing customs. This warranty is intended to give you specific legal rights. In addition to the rights described herein, you may also have other rights that vary from state to state, province to province, or country to country with respect to the exclusion or application of implied warranties, incidental and consequential damages and repair and replacement. Consequently, the limitations or exclusions specifically contained in this warranty may not be applicable to you.
Coverage under the Trochi 10-Year Limited Warranty requires a proof/record of the purchase.
Please contact Trochi via the contact form provided on the Website for information on refurbishment or repairs outside of the warranty.
At Trochi, we pride ourselves on producing products that are exquisitely designed yet durable enough to withstand the physical demands of modern, international travel. To this end, Trochi conducts stringent quality control testing of all our suitcases at fully loaded capacity. All Trochi products are put through rigorous testing for strength and durability before any product is offered for public sale. At Trochi, we care about two things above all else – our products and our customers. If you own a Trochi, we consider you to be family. Trochi is committed to providing only the very best products coupled with unwavering customer care service. Our comprehensive product testing reflects our commitment to complete customer satisfaction. Whether you own a Trochi or are thinking of purchasing, you can contact us at any time via our Website’s contact page to ask questions and get additional information about Trochi, the company, Trochi retailers, Trochi products, warranties, repairs, shipping details, etc.
Owning a Trochi is owning a suitcase that is both beautifully designed and lasting. We hope you will enjoy your Trochi luggage for many years to come. We strive to provide you with a product that is entirely free of defects. Our luggage is rigorously tested to meet the most stringent quality standards. In the highly unlikely event of a manufacturing defect in either material or workmanship, Trochi will, at its discretion, either fix or replace the defective item in accordance with our warranty terms and conditions. To make an inquiry concerning warranty, contact us directly via our Website’s contact page and a customer service representative will respond the same or next business day. Some restrictions apply: This warranty covers only manufacturing defects, and does not cover any damage caused by misuse (such as transportation of unusual items), neglect, accidents, abrasions, normal wear and tear, transport damage (by airlines, for example), exposure to extreme temperatures, or contamination by solvents, acids, or water.
For customers who experience airline damage from the airport, we suggest all customers to make an airline damage claim first.
We will require the following information for all issued luggage,
Name, Email, Phone, Address
The model, size and color of your luggage The store name of the purchase Images of the issued luggage We will contact customers and provide the solutions once we review the images of issued luggage.
Free of Charge Trochi offers worldwide 10 years warranty for wheels, grip handles, branded tag with free of charge. Free telescope handles, locks, lining repair/replacement for drop-in at our Ontario repair centre, which is located at 13-200 West Beaver Creek Road, Richmond Hill, ON Canada, L4B 1B4. *For Luggage replacement, we require service and handling fee listed as below,
Ontario and Quebec: $19.99 CAD The rest of Canada: $39.99 CAD *You can go to https://trochi.com/product/handling-fee/, to submit the payment.
US & International: $49.99 USD (We only accept phone transaction for international service. Please contact customer service +1 905-534-7008)
