FREE SHIPPING IN CANADA ON ORDERS OVER $60 CAD

Product Questions


To check the RISER will fit in your suitcase, the opening of your suitcase needs to be at least 12.5" x 17.5". The depth can be any depth because the Riser will just expand to fit.



See how to use the Riser, luggage shelves here.



You can pack lots in the Riser, luggage shelves! What we show in the images is just an idea of what you can pack. Depending on the climate, you can pack more or less. See more here.



Riser: you can put one of these inside of your existing carry-on luggage Jumper: but there will be plenty of room to spare Carry-on: fits maximum carry-on dimensions

*We always recommend you checking the actual carry-on dimensions for the flight you are planning, especially if it is with a smaller airline. But the Jumper will work for every airline we have seen.



 You can use the Jumper model, as it is quite a bit smaller than a carry-on item, but don't overstuff it or they may determine it's too large to be a personal item. For the R22 we show it fitting in all the major carry-on sizers at the airport here. 



The Jumper is the only item that can qualify as a personal item as long as it isn't over-stuffed. 



Soft-sided luggage always has metal incorporated in the piping to help give it structure to hold it's shape. RISE products use this same method to add structure to our shelves. 



The bags are water resistant, but they are not waterproof. The exterior is made with a PVC (rubber) backing that provides excellent water resistance.



The polycarbonate shell is impervious to water. The aluminum frame itself doesn't have waterproof gaskets, but closes tightly that water getting in won't be an issue.



The RISE shelves have hooks that do fit over a door or curtain rod when there is closet that you can use. If it doesn't quite fit the door you have, the metal hooks can be opened up a little wider by bending them open a bit more.

Here is a quick video showing how: Door Demonstration



Carry-on and Suitcase: Riser, luggage shelves are optional.

Jumper: comes with shelves that are permanently attached to the inside of the bag. So you do not need to purchase the Riser shelving separately.



We recommend putting your laptop in a protective sleeve then put it in the top shelf (where the undergarments would normally go). It is not a dedicated spot, but it works well and is protected by the top shelf and clothes.



Jeans can go on the shelves, shoes can go in the top pocket. We recommend if you have a separate toiletry case, they usually fit very nicely between the shelves and the side of the suitcase. Also many of our models also have side pockets for things like toiletries and brushes etc.

For dresses, they can be either folded or rolled and then put into the shelves to keep them neat and organized.



We find mostly TSA just wants to inspect a very specific item that they might have a question about and they usually just lift the shelves out and inspect leaving the remainder intact and undisturbed. Obviously if they are going to completely go through EVERYTHING it really won't matter what suitcase or organizer you have it will be a mess, sort of unavoidable in those circumstances.



Other than the new carry-on and suitcase models which has built-in TSA combination lock (there is no physical key because only TSA has access to these keys).

Our Jumper bag does not come with a lock, but they do have lockable zippers on the main opening that allow you to use your own small travel lock to secure the bag from being opened on the main opening.



A Riser is just the shelving insert part that you can use to put inside other luggage, for example if there is a carry-on bag or check-in suitcase that you have and want to add shelves to it.

If you have a carry-on bag, one Riser will fit inside.

If you have a suitcase, you can fit one or two Risers inside (and use the leftover space to pack around).



To get the price you need to click on the model that you are interested in, for example the Riser, Jumper, Glider..etc. Once you are on the product page, you will see the prices.



Riser: for the shelves, we use strong lightweight polyester and it is double stitched at the edges. The shelf component weighs only 1.5 lb (one and half pounds) and it can hold over 50 lbs of clothing. 

Jumper: the exterior material is a PVC/rubber backed polyester (to provide water resistance). For the interior material on the shelves, we use strong lightweight polyester and it is double stitched at the edges. The shelf component weighs only 1.5 lb (one and half pounds) and it can hold over 50 lbs of clothing.

 

Carryon and Suitcase: makrolon polycarbonate exterior shell, aluminum frame, and plastic resin wheels (strong and light).



The carry-on and suitcases come already with a built-in TSA combination lock.

For the Jumper ride-along bag, the zippers on the main opening allows you to use your own small lock to secure it. If you wish, you may use a TSA lock for this purpose.



The Jumper and Riser will usually work best in most cruises because it is smaller, just 17" (the width of the shelves), which allows for smaller living quarters and cabin closets.



We do not spray any fire retardant on our products because these sprays are toxic to humans.


Shipping Questions


Orders over $60 CAD qualify for FREE SHIPPING in Canada. For contiguous USA free shipping, please go to: risegear.COM



Luggage: This is custom made to order luggage. Once an order is placed, please allow 5 days to craft it for you.

Risers and Jumpers: We ship orders within 24-48 hours Monday to Friday.

Orders placed over the weekend will ship out the following week. For transit time,

Canadapost "Standard Shipping" is 2 to 7 business days.

"Expedited 3 Day Select" is 1 to 3 business days

"Priority 2nd Day" is 1 to 2 business days



For orders in the USA, please go to risegear.COM. We do not offer international shipping outside of Canada or USA.



Our products are shipped from our warehouse in Ontario. Shipping within Canada means FAST deliver and NO duties for Canadians!



We ship with Canada Post and various couriers.



No, our couriers do not ship to PO boxes at this time.


Returns


***IMPORTANT NOTE***

SHIPPING COST IS NON-REFUNDABLE

Upon arrival of your order, be sure to inspect each item in your order before using the item, removing the hang tag, or discarding the shipping/packing materials. Once the product has been used, hang tag removed, or shipping/packing materials discarded, we can still accept a return - but there will be a restocking fee of 10% incurred for returning an item that is used. This is because we are a small company and will need to inspect and repackage the item to make it resalable again (and sometimes returns are not resalable at all). If you no longer wish to keep the product for whatever reason, used or unused, it will be considered a preferential return.

However, we know that sometimes returns are needed. For such returns, please read our Return Policy below.

RETURN POLICY

PROCESS 
Need to make a return? It's easy. Just email INFO@RISEGEAR.COM within 30 days of receiving your order to get the process started. In your email, let us know:

(1) Your order number, 
(2) Whether the item is used or unused, 
(3) Reason for return (either 1. Preferential, or 2. Received incorrect, defective or damaged item), 
       a. A picture of the issue if it is received incorrect, defective, or damaged, 
(4) What type of reimbursement you’d like. We can issue either a refund to the original payment method or a store credit.

UNUSED ITEMS RECEIVED INCORRECT, DEFECTIVE OR DAMAGED
We're happy to provide full reimbursement on products that are returned to us unused, in the state you received them. However, unused items must meet the following criteria:

(1) Have not been packed with your personal articles (i.e. your clothing), 
(2) Have not been traveled with, 
(3) Hang tag must still be attached, and 
(4) Include all original packaging (instruction sheet, hang tag and polymailer/cardboard box).

If you need to return a product because of our mistake (like if we accidentally sent the wrong item, or the item was received damaged or defective), just let us know and we’ll take care of you! For returning unused items that were incorrect, defective, or damaged, we will provide a return shipping label and will reship the item to you once we receive the incorrect, defective, or damaged item back in our warehouse.

PREFERENTIAL RETURNS – USED OR UNUSED 
If you need to return an unused product because you no longer want it, we are sorry to hear that! Because we are a small company, you are responsible to arrange and pay for your own return shipping on all preferential returns, whether used or unused. Please keep this in mind as you choose your return shipping method. Used items will have an additional 10% restocking fee which will be applied to the refund amount.

FREE ITEMS, SCRATCH AND DENT, FLASH SALE, AND WHOLESALE ORDERS ARE FINAL SALE 
We are unable to accept returns on any item, whether used or new, that came free with another product or was purchased from Scratch and Dent, as a Flash Sale, or as a Wholesale Orders. In addition, we cannot accept bags if they have been modified in any way.



We’re happy to conduct exchanges also. Just email INFO@RISEGEAR.COM within 30 days of receiving your order to get the process started. In your email, let us know:

(1)         Your order number,
(2)         Whether the item is used or unused,
(3)         Reason for exchange, and
(4)         What type product you would like it exchanged for.

Because we are a small company, you are responsible to arrange and pay for your own return shipping on exchanges, whether used or unused. Please keep this in mind as you choose your return shipping method. Used items will have an additional 10% restocking fee which will be applied to the refund amount.


Guarantee


RISE provides a manufacturer’s warranty on the product you purchase in accordance with the conditions below to the final consumer when purchased from RISE or an authorized RISE dealer.

The warranty will commence from the date the product is received from RISE or an authorized RISE dealer provided the final consumer provides proof of purchase and otherwise will commence from the date of manufacture as determined by RISE.
This warranty only applies if the usability of the product is materially adversely affected by a fault or defect in material or workmanship in the manufacturing process present at the time of delivery to the final consumer (a defect).

This warranty does not apply, however, if the usability is affected by abrasion, improper use or externally occurring forces (particularly fight or transport damage, e.g. deformation, cracks, body breakages, scratches, wear etc.) or by liquids.

This warranty also excludes damage and defects related to or caused by: normal wear and tear, ordinary deviations in size, weight or quality, misuse or abuse, improper use or maintenance, failure to observe care instructions and manuals, negligence or accident by any party other than RISE (including authorized RISE dealers and carriers).

RISE recommends having the product inspected by a third party immediately after handling by a carrier (e.g. courier, airline or railway company) and immediately reporting any damage to the carrier who may provide insurance against such damage.

Among other things, some product series are characterized by special leather fittings, particularly on the handle and at the corners of the suitcase.

To make a claim against this warranty, immediately contact RISE of the defect and send the product and the completed certificate of warranty included with this warranty and/or original proof of purchase. RISE will review the claim and decide whether the defect is covered by this warranty. If RISE determines the claim is covered, RISE will, at its discretion, repair or replace the product at its own expense and pay the return shipment costs. You are responsible for the cost of delivering the product to RISE. If RISE opts to replace the product, RISE may replace the product with a successor product. 

If RISE determines the claim is not covered, you will be responsible for any return shipment costs. All parts removed in the repair of the product shall be the property of RISE upon their replacement. Any product replaced shall be the property of RISE upon delivery of the replacement product.

The repair or replacement of the product shall not extend this warranty and this warranty will only apply to the repaired or replaced product. 

THIS WARRANTY IS YOUR SOLE AND EXCLUSIVE REMEDY AGAINST RISE. IN NO EVENT WILL RISE OR ITS SERVICE CENTRES BE RESPONSIBLE FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL (E.G. FINANCIAL LOSSES), SPECIAL, PUNITIVE, EXEMPLARY OR OTHER SIMILAR T YPES OF DAMAGES. ALL OTHER WARRANTIES, INCLUDING WITHOUT LIMITATION ANY IMPLIED WARRANTIES OF MERCHANTABILITY, QUALITY, FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT, ARE HEREBY DISCLAIMED. RISE’S TOTAL LIABILITY UNDER THIS WARRANTY IS LIMITED TO THE PURCHASE PRICE PAID BY YOU FOR THE PRODUCT GIVING RISE TO THE CLAIM AS SHOWN ON THE PROOF OF PURCHASE OR, IF PROOF OF PURCHASE IS NOT PROVIDED, TO RISE’S SUGGESTED RETAIL PRICE FOR THE PRODUCT IN YOUR COUNTRY OF RESIDENCE AT THE TIME THE CLAIM IS MADE. HOW U.S. LAW APPLIES TO THIS WARRANTY (FOR U.S. RESIDENTS ONLY). 

This warranty gives you specific legal rights, and you may also have other rights which vary from state to state. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.

U.S. federal warranty law prohibits the disclaimer of implied warranties, so the above disclaimer of implied warranties may not apply to you.
If the disclaimer of implied warranties does not apply to you, the duration of the applicable implied warranties is restricted to the duration of this warranty.
 



To claim our guarantee, immediately inform a RISE dealer or an authorised RISE service centre of any defect within the guarantee period and hand over or send the product and the completed certificate of guarantee or original proof of purchase.

RISE will then determine whether the defect is covered by the guarantee. If this is the case, RISE will repair or replace the product. 
 


Care and Repair


In order to preserve the fine condition of your luggage, please note the following recommendations: To remove dust or dirt, use a cloth or non-abrasive sponge dampened with clean water.

Any stubborn or sticky residue can be removed using a simple alcohol such as Isopropyl. This is widely available as pre-soaked wipes and safe to use on your RISE luggage.

For any light scuffs or scrapes on the surface of your case, use wax-free polish & repair paste (sadly not recommended for use on our matte finish). We like to think of any deep dents or scratches as patina, as they cannot be removed.
To clean any leather components, use some mild cleaning agent and a soft cloth to gently remove any surface dirt. Occasionally, it’s a good idea to treat the leather and vinyl with a conventional, neutrally coloured maintenance product.

Although it may seem tempting at the time, using any of the following will damage your RISE: scouring detergents, abrasive cloths or sponges, window cleaning agents, vinegar based cleaners and disinfectants, solvents, dilutions and aggressive alcohols, petroleum distillates or nail polish remover. Be gentle.
 



RISE will be offering replacement parts available for sale on any part of your luggage to keep it running as good as the day you got it. For questions, feel free to contact us.


Still need help?

If you can't find the answer you are looking for on this page, you can always contact us by clicking the "?" in the bottom corner of your screen.

Or contact us below, we'd love to hear from you.

☎   (888) 929-1329     

✉️  info@risegear.com