FAQ'S

1) I have a question about an item

Finding Products

There are two ways to find products on www.TUMI.com: Searching by Keyword or Item Number in the search box or by browsing the links from the homepage. By either method, you will find a variety of sorting functions to help you search.

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Learning More About Products

If you would like more information about a product you see on www.TUMI.com, simply click on the product image. This will take you to a Product Detail page that provides a complete description.

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Viewing Product Availability

A product's availability is clearly noted on the Product Detail page as In Stock, Backorder, or Advanced Sale. Most products on our site are In Stock and ready to ship. Some products are either not yet available (Advanced Sale) or temporarily out-of-stock (Backorder).

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Adding Products to Your Shopping Cart

To add products to your Shopping Cart, follow these simple steps:

  • It may be necessary to choose a size and/or color for the product you want to purchase. Click on the drop-down menu under the product description to select a size and/or color. If a size or color is not listed in the drop-down menu, it is out-of-stock and not available for purchase.
  • Enter a quantity in the field provided.
  • Make note of the Availability of the product. This tells you when we expect to ship your product from our warehouse. Once your product has left our warehouse, the shipping method you select during Checkout will determine when your order will arrive. (For example, if your product takes 1-2 full business days to leave our warehouse and you select "Overnight" shipping, it may actually take 2-3 full business days for your order to arrive.) For more information about Item Availability, /s/shipping#item-availability click here.
  • Click the "Add to Cart" button to add the item to your Shopping Cart.

2) I want to know about the status of an order I have placed

Viewing Your Order Status

You may check the status of your most recent orders by visiting you “My Account” page. This is the easiest and fastest way to get current information regarding your orders. Please note: order information may not appear in your order history on www.TUMI.com for up to 24 hours.

When you click on “My Account”, you will be prompted to sign in with your e-mail address and password. The Order History page will provide you with detailed information about your current and past orders.

Most orders follow this sequence:

  1. Submitted and processing: Your order has been submitted and the information you entered during checkout is being processed.
  2. Item(s) located in stock: The products that you selected and submitted with your order are available and have been located in our warehouse.
  3. Shipped on: 00/00/0000: The products have shipped from our warehouse to the indicated shipping destination.

After your order is shipped, your tracking number will be displayed. You can click on the tracking number to view the delivery status of your order (a shipping company may not have the ability to track a number for up to 48 hours).

All questions regarding the status of a package with a tracking number should be directed to UPS. To contact the shipping company, simply click on the tracking number. You will then be redirected to their website where more information is available.

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Tracking Your Order

At our warehouse, tracking numbers are assigned, when applicable, to packages immediately and generally appear on our website along with your order information. However, it may take up to 48 hours before the package is checked into the carrier's tracking system. Even though your package has already shipped from our warehouse and is on its way to you, the carrier may not be able to provide any information about your package for up to 48 hours.

Finding Your Order Status

The status of your order is easy to find.

  • Check your e-mail. You are required to enter an e-mail address during Checkout, so that you may receive e-mails regarding the status of your order.
  • Visit the website. You may sign in at www.tumi.com for your Order History at any time. Information about your open orders, tracking, and past orders is available.
  • Contact us. If you still have questions about your order, please contact us via e-mail.

All questions regarding the status of a package with a tracking number should be directed to UPS. To contact the shipping company, simply click on the tracking number. You will then be redirected to their website where contact information is available.

For more information about Tracking Your Order, click here.

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Delivery of Your Items

Delivery time of purchased products depends on your location and designated shipping method.

  • Products are only shipped during regular business days, which are Monday-Friday, excluding federal holidays within the United States. If you receive an e-mail notifying you that your products have been shipped during a weekend or federal holiday, they will not actually be shipped until the following business day.
  • Make note of the Availability of your products. This tells you when we expect to ship your product from our warehouse. Once your products have left our warehouse, the shipping method you select during Checkout will determine when your order will arrive. (For example, if your products take 1-2 business days to leave our warehouse and you select "Overnight Shipping”, it may actually take 2-3 business days for your order to arrive.)
  • We place an extremely high value on customer security and privacy. For related reasons, most items take a minimum of 1 to 2 days to leave our warehouse, before the shipping process begins.

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Still have questions? Contact Online Customer Service.

3) I want to place an order

Finding Products

There are two ways to find products on www.TUMI.com: Searching by Keyword or Item Number in the search box or by Browsing the links from the Home Page. By either method, you will find a variety of sorting functions to help you search.

TOP OF PAGE

Learning More about Products

If you would like more information about a product you see on www.TUMI.com, simply click on the product. This will take you to a Product Detail page that provides a complete product description.

TOP OF PAGE

Adding Products to Your Shopping Cart

To add products to your Shopping Cart, follow these simple steps:

  • It may be necessary to choose a size and/or color for the product you want to purchase. Click on the drop-down menu under the product description to select a size and/or color. If a size or color is not listed in the drop-down menu, it is out of stock and is not available for purchase.
  • Enter a quantity in the field provided.
  • Make note of the Availability of the product. This tells you when we expect to ship your product from our warehouse. Once your product has left our warehouse, the shipping method you select during Checkout will determine when your order will arrive. (For example, if your product takes 1-2 full business days to leave our warehouse and you select "Overnight" shipping, it may actually take 2-3 full business days for your order to arrive.) For more information about Item Availability, click here.
  • Click the "Add to Cart" button to add the item to your Shopping Cart.

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Making Changes to Your Shopping Cart

You can make the following changes to your Shopping Cart:

  • Update the quantity. If you wish to update the order quantity of any product in your cart, simply type the desired quantity next to the product and click "Update Cart".
  • Remove a product from your Shopping Cart. To remove a product, click "Remove from Cart" or change the quantity to zero and click "Update Cart".
  • Save a product for later. If there are products in your Shopping Cart that you want to save but do not wish to purchase immediately, you can move them to your Wish List by clicking "Move to Wish List." Find out more about your Saved Items.
  • Return to shopping. If you wish to continue shopping on www.tumi.com, you may click Continue Shopping. You can use the Shopping Cart to store products you wish to purchase. At any time, you can return to your cart by clicking "Shopping Cart" at the top of the page.

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Still have questions? Contact Online Customer Service.

4) I have a question about an order I have received

What is your return policy?

We want you to be fully satisfied with every product that you purchase from TUMI.com. If you are not satisfied with a product that you have purchased, you may return the product within 30 days of delivery for a full refund of the purchase price, minus the shipping, handling, gift box, and other charges where applicable. Please note, however, that monogrammed and personalized items, including TUMI Accents, cannot be returned.

Please refer to the Return Instructions on the packing slip when returning your product. The product must be returned unused, in original boxes (whenever possible), and with all paperwork, parts and accessories to ensure credit.

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Return Address

The return address is indicated on the pre-paid UPS domestic label included in your package. If you cannot find the prepaid shipping label, please call our Customer Service Department or contact us by email service@tumi.com.

Please note: www.TUMI.com is not responsible for shipping, handling, gift wrap, and other additional charges for returned products.

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Wrong Product, Color, or Size

If we shipped you the wrong product, please contact our Customer Service Department immediately. It is important that you contact us before returning your product, so that we may assist you with return shipping fees. If you do not contact us, you are responsible for all return shipping charges.

Before you call, please have your order number available. If you do not know your order number, please visit our Order Tracking page to find the number in your Order History. Please be prepared with a detailed description of the difference between the product you ordered and the product you received.

Contact our Customer Service Department at 1-800-299-TUMI(8864).

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Exchanging a Product

Unfortunately, we do not accept exchanges at this time. If you wish to exchange a product, you must return the product by following the Return Instructions on the packing slip and re-order a new product at www.TUMI.com.

Please note: www.TUMI.com is not responsible for shipping, handling, gift wrap, or other additional charges for returned products.

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Still have questions? Contact Online Customer Service.

5) I want to change or cancel my order

After you have clicked "Send My Order", you cannot cancel or change your order*. Our system is designed to process and ship orders immediately. If you do not wish to keep the items once they have arrived in the mail, simply return them by following our Return Instructions.

*Note: You may cancel your order if you receive an e-mail notifying you that we are unable to process your payment information. Please contact us immediately at 1-800-299-TUMI(8864) if you receive this e-mail and wish to cancel your order.

Still have questions? Contact Online Customer Service.