Welcome to our new site! FREE SHIPPING ON 2+


Jump to Section: PRE-ORDERS SHIPPING RETURNS WARRANTY PRODUCT



PRE-ORDERS

What is a pre-order?

Pre-orders are items purchased before they are ready ship. Our Glider carry-on and suitcase pre-order have an expected shipping date of September 30th (for orders placed after June 15th) and will ship out Canada Post Expedited.



Shipping

What is the "Free Shipping on 2+"?

We are pleased to be able to offer FREE shipping to anywhere in the Canada for any order of two or more! We ship Canadian orders from Mississauga, Ontario. To choose the free shipping on 2+, please choose "Standard Shipping" as the delivery method in the checkout.

What is "Standard" Shipping?

Standard Shipping is delivery in 3-10 business days in Canada. To choose this service, please choose "Standard" as the delivery method in the checkout.

What is "Expedited" Shipping?

Expedited Shipping is delivery in 1-5 business days in Canada. To choose this service, please choose "Expedited" as the delivery method in the checkout.

What about international shipping for outside Canada and USA?

Right now unfortunately we do not offer international shipping outside of Canada or USA because we have not found a reliable shipping company that can offer affordable rates and tracking.

Where do you ship from?

We ship from Mississauga, Ontario

Who do you ship with?

We ship "Standard Shipping" orders with Canada Post ground and "Expedited Shipping" orders with Canada Post Priority.

Do you ship to PO boxes?

Yes! But only special carriers can ship here, so there will be a $10 fee to deliver to a PO box.



RETURNS

What is your Return Policy?

***IMPORTANT NOTE***

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.

Do you allow exchanges?

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.

What about returns for warranty?

We will cover the return shipping costs for bags approved for warranty coverage.



WARRANTY

What does the Lifetime Warranty cover?

Our luggage has a lifetime warranty that guarantees your product from defects in material and workmanship. This covers any defects to the shell, wheels, handles, zippers, or anything else that functionally impairs the luggage. We take great pride in our products and always do our best to take care of our customers.

This lifetime warranty does not cover scratches, dents, or stains that are normal during handling and use. This lifetime warranty applies only for the “original purchaser” and is non-transferable.



PRODUCT

Will the RISER, shelving insert fit in my suitcase?

To check the RISER will fit in your suitcase, the opening of your suitcase needs to be at least 12.5" x 17.5"

How does Pre-order work?

When you buy a pre-order item from RISE gear, it means that we do not have the stock available presently. We allow pre-orders to be made before we start marketing the new items to give our loyal customers the first chance to get the new products before they are available. For the new hard sided Glider carry-on and suitcases, they are expected to ship by July 15th, 2018.

Airplane Travel: Which models qualify as carry-on for major airlines?
  • Riser: you can put one of these inside of your existing carry-on luggage
  • Jumper: but there will be plenty of room to spare
  • Weekender: there will be some room to spare
  • Glider Carry-on: fits maximum carry-on dimensions

Compare all products here: Comparison Page

Airplane Travel: Which model can I use as a personal item?

You can use the Jumper model, as it is quite a bit smaller than a carry-on item.

Compare all products here: Comparison Page

Airplane Travel: Which model is a check-in?
  • Riser: you can put two of these inside of your existing check-in suitcase
  • Roller: this model is check-in only

Compare all products here: Comparison Page

Airplane Travel: Are there any issues with the metal rods in the security scan?

Never have had an issue!

Are the bags water resistant or waterproof?

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

What if I don't have a closet to hang it in?

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

Do your bags come with a Riser shelving insert?

All our bags (including the Jumper, Weekender, Roller, Glider), come with shelves that are permanently attached to the inside of the bag. So you do not need to purchase the Riser shelving separately.

Where can I put my laptop?

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

When I enter my email for the newsletter discount, it says email is invalid. How come?

We have email verification in place to stop people from using inproper emails just to get the newsletter. Below are our email verifications.

  • Unknown Address (Unable to verify)
  • Catch All Address (Domain says all emails are valid)
  • Role Addresses (sales@..., info@...)
  • Disposable Addresses (set up to live for only a short period of time)
Jeans, shoes and toothpaste, brush where do you put it?

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.

How about TSA?

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.

Does it come with a lock?

Other than the new Glider model which has built-in TSA lock, our other bags do 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.

What is the Riser shelving insert?

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).

What is the price?

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

Here are all our products: List of all Products

What material is used?

The exterior material of the bags 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.
The new Glider is made of Makrolon polycarbonate.

Can I use a TSA lock for security?

The zippers on the main opening of all our bags (including the Jumper, Weekender, and Roller) allow you to use your own small lock to secure it. If you wish, you may use a TSA lock for this purpose. The new Glider carry-on and suitcase both already have built-in TSA locks.

Will it work in cruises?

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.