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Service and Repairs
About Our Repair Services
TUMI products are made to exceed expectations, from their superior quality to their technical innovation. That's why we stand behind each one. Should you experience any issues with your TUMI product, our experts are happy to assess the damage and determine whether or not it is in warranty.
A request for repair can be submitted online or in a TUMI retail store. Once we receive your repair request, you will be sent an email confirming receipt. It then takes an average of two weeks to complete the repair process.
Please note, accessories are not eligible for repair but will be replaced if under warranty. While international repairs can be submitted online or brought into a local TUMI retail store, they will only be serviced in the country where the repair request is submitted.
In Warranty Repairs
TUMI products deemed to be in warranty are eligible for complimentary repairs.
If the product is more than one year old and in warranty, you are only responsible for the cost of shipping the product to the TUMI repair facility. If the product is less than a year old, you will be reimbursed for the cost of shipping the item to our repair facility. Return shipping costs are complimentary for in warranty repairs.
Some items cannot be repaired, and in those rare instances we are happy to offer you a replacement. Should that product no longer be available, you can choose a similar style. If that style is more than the cost of the original bag, you will be responsible for the remaining balance. If the style costs less, you will receive a gift card for the difference.
Out of Warranty
TUMI products deemed out of warranty may still be eligible for repairs. However, you will be responsible for the repair costs and shipping fees to and from our repair facility.
If your TUMI product is out-of-warranty and deemed non-repairable, we will notify you via email. We then request that you contact us to reach a resolution.
Gift Cards / Repair Credits
Should your repair request result in the receipt of a gift card, it will be sent via email. Save that email to use in a TUMI owned retail store, online or call customer service directly to place your order.
If you did not receive an email with your gift card number, please check your “spam” or “junk” folder. If you still cannot locate it, please reach out to customer service for assistance.
How to Start a Repair
To initiate a repair, scroll above and log into your TUMI.com account. A “Request a Repair” button will appear above. It links to an online form for you to complete. After completion, you will receive an email confirmation along with detailed shipping instructions.
You can also bring your item into your local TUMI retail store where our store associates will offer a preliminary assessment of the damage. Some repairs may be made in store, but anything extensive will require the item to be shipped to the TUMI repair facility.
Check the Status of a Repair
We'll be in contact with you every step of the process to keep you up to date on the status of your repair. All correspondence will take place via email, so make sure to regularly check your inbox.