Pull Up Suitcase - FAQ
FREQUENTLY ASKED QUESTIONS
Product & Usage
Is it absolutely necessary to use the Packing Cubes?
The packing cubes are an optional tool to help pack the Pull Up Suitcase in a more systematic and efficient way. They are not necessary but we recommend to use it. The packing cubes are designed to prevent the suitcase from being overfilled.
Where can I find the serial number?
The serial number is in the exterior compartment.
Does Pull Up comply with airlines’ bag size regulations?
Airline bag size regulations vary. We are currently not aware of any issues with airline travel or checked in luggage while traveling with the Pull Up Suitcase.
What kind of functional tests have been performed to ensure the quality and durability of the Pull Up Suitcase?
Our manufacturer has carried out several quality assurance tests. The suitcase was equipped with 30kg luggage and placed in a centrifuge to simulate the requirements of a frequent traveller. In addition, the telescopic rods and carrying handles were dynamically tested for tensile strength. The TSA lock, the zippers and the heads for opening the case were also subjected to a functional test that was repeated 200 times. In addition, the suitcase was subjected to a drop test. For this purpose, both the wheels and the corners of the suitcase were dropped from a height of 1m.
What steps are you taking to insure that the Pull Up Suitcase is as light as possible?
The Pull Up storage function for collapsing the case has a certain basic weight. The extendable trolley bars of the Pull Up storage function are made of ultralight aluminium. Throughout the development process, care has been taken to use high quality and lightweight materials. However, the Pull Up with an empty weight of 8,6 kg / 17,2 lbs is not necessarily heavier than conventional cases of this size.
Where do you manufacture your luggage?
The suitcase is manufactured by a Chinese suitcase manufacturer who has been manufacturing suitcases for other high-end suitcase manufacturers for many years. The unique components for the production of our case were developed and implemented in close cooperation with the case manufacturer. In the process, care was taken to ensure that ethical standards were adhered to in production and in occupational safety.
I lost my user manual. Where can I get a new one?
If you can't find the operating instructions for your Pull Up Case, you can download it here.
How do I clean my suitcase if it's dirty?
Only use water to clean the Pull Up Case or - in the case of heavy soiling - water with gentle, non-caustic cleaning agents. Cleaning agents that are too harsh can damage the material.
Is my Pull Up Suitcase waterproof?
Your Pull Up Suitcase is sewn with waterproof nylon. This ensures water resistance. However, the Pull Up Suitcase is not completely waterproof (e.g. when immersed in water).
Can I wash the suitcase liners and packing cubes in my Pull Up Suitcase in the washing machine?
Do not wash the case inserts and packing cubes in the washing machine. If it gets dirty, it is best to clean the packing cubes by hand with a gentle and non-caustic detergent.
How do I set the combination for the TSA lock on my pull up case?
The code for the lock is factory set to 0-0-0. Of course you can adapt the code and choose your own combination for the combination lock.
Here's how to change the code on your TSA lock:
- Set the combination to 0-0-0 when configuring for the first time. (if you change it again, you must choose the combination you set)
- Push the button in with a pen. The button stays pressed automatically.
- Set the chosen code.
- To unlock, pull the switch on the TSA lock up or down to confirm the new code.
- Your selected combination is now set and active.
Make a good note of the new code! The TSA lock can only be opened with the new code you have set.
Is there a key for the TSA lock?
Only TSA-Agents at the airport have a key for the TSA lock. This allows your suitcase to be opened for customs inspection without damaging the lock. You can only open the lock of your suitcase with the number combination you have set.
What do I do if the TSA lock is defective?
If the lock on your pull up case is defective, please feel free to contact us. You can find our contact details here.
Shipment & Payment
Do you ship internationally?
We've got 3 warehouses worldwide that allow us to offer low-cost domestic shipping to all EU countries, USA, Canada, Mexico, China, Hong Kong and Singapore. Customers with a shipping address in any of these countries will NOT have to pay any additional duties, sales tax, VAT, etc. We've got that covered. Customers from all other countries may have to pay additional import duties or other applicable taxes to the concerned authorities upon receipt of their goods - depending on the import policies of their respective countries.
What does shipping cost?
The shipping costs depend on the country you are living in. The shipping costs of the Pull Up Suitcase in the above mentioned countries correspond to the usual shipping standards for a package of this size. If you tell us your country and postcode, we will be happy to give you information about the exact shipping costs.
Which courier service do you work with?
In all countries we are shipping to, Pull Up Case works with DPD.
What if I need to change my order?
Generally you can not change any options of the order. But you can send us an email to firstname.lastname@example.org including your order number and options you want to change.
Can I change my delivery address?
You can specify your delivery address within 24 hours before shipment starts. You can send us an email to email@example.com including your order number and your new delivery address. After that we will contact you to confirm the new delivery address.
When will I receive the order?
The confirmation of shipment includes your personal tracking number. You can see the status of your order with your tracking code on the website of the delivery service.
Which payment methods do you accept?
We accept Visa, Mastercard, American Express and Paypal, Paypal Express, Google Pay and Apple Pay.
Please note: When paying by credit card, your card is charged immediately after ordering.
My suitcase has arrived damaged, what can I do?
Your suitcase has arrived damaged? Please contact us, we will find a solution! Please add a photo of the damaged Suitcase and your order number to the email and send everything to:
Return & Warranty
Do you offer a risk free return policy on the luggage?
You can send back the Pull Up Suitcase within 14 days after receiving your suitcase.
Is there a warranty on the suitcase?
The Pull Up Suitcase comes with the following warranty:
- 2 years warranty effect from the invoice date
- Warranty covers any manufacturing technical defects
- Warranty is void if not operating the case according to the user's manual
In order to simplify any future warranty claims, you can send us the Serial number which you will find inside the exterior bag.
Send your Informations to firstname.lastname@example.org
My suitcase is damaged, where can I send it for repair?
Please contact our support to find a solution for your damaged suitcase.
How long will it take to fix my suitcase?
That depends on what's damaged on the suitcase. Please contact our support and we will find a solution for your problem.
When can I expect a refund?
Refunds will be processed within 10 days. It will take 1-2 days to transfer the refund to your account and your bank may need additional time to process the transfer. You will be notified by email when we have processed your returned products and transferred your money back to you using the same payment method you ordered from us.
How can I return my order?
If you would like to return your order, please send an email with your order number to email@example.com