Frequently-Asked-Questions, Faq, TUMI

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faq

What can we help you with?

You could bring your TUMI product(s) to any of our TUMI Stores and provide the proof of purchase (purchase date & the point of purchase). Our staff in TUMI store will then fill in the repair request to our TUMI repair center, after the product is inspected in the repair center we will contact you for our recommendation.

In order to see my registered TUMI products in "My Account," you must sign into your tumi.com account or create a tumi.com account, click on Register Your TUMI and proceed filling out the form. You will only see your registered TUMI products if and only if you register your items this way. If you register your TUMI products in store or while not signed into your account, you will not see your products listed under "My Account". Please note: Once your item is properly registered, please allow 5-7 business days for your item to show up.

You can find your 20 digit tracer number, which is located on a metal plate affixed in certain locations depending on the collection to which your product belongs to. Generally placements consist of interior pocket lining or the exterior of some travel pieces.

Please note: not all products have tracer numbers.

Unfortunately, you are only able to use one credit card to make your purchase on tumi.com.

You can check the “order status” in my account by logging on TUMI.HK. And we will contact via e-mail / SMS if there’s update for your order status.

Processing: Your order has been submitted and the information you entered during checkout is being processed.
Shipped: The products have shipped from our warehouse to the indicated shipping destination.
Canceled:The order is in canceled status and will not be processed.

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

  • Choose a size and/or color for the product you want to purchase.
  • Click on the drop-down menu to select a size. It will specify in the drop down menu if it is in stock, out of stock, backorder or available for purchase.
  • If a color is not provided, it is out of stock and is not available for purchase.
  • Enter a quantity in the field provided.
  • Click the "Add to Cart" button to add the item to your Shopping Cart.

You may submit your feedback to service.hk.tumi@tumi.com and your information will be forwarded to the appropriate department.

TUMI was the first to bring ballistic nylon to the consumer market over 30 years ago. Now we have perfected it with our exclusive FXT ballistic fabric, which combines a unique weave and a special coating to make it ultra-tough and virtually abrasion proof.

Please contact the store of your choice directly to get the availability of an item.

Please visit the Setting Your TUMI Lock section for instructions www.tumi.hk/tumi-lock/..

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

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

If you are not satisfied with a product that you have purchased on TUMI.HK, you may return the product within 7 days of delivery for a full refund of the purchase price, minus the shipping, handling, gift box, and other charges where applicable. Please note: Monogrammed and personalized items, including TUMI Accents, cannot be returned. The product must be returned unused, in original boxes (whenever possible), and with all paperwork, parts and accessories to ensure credit. Flash sale products are non-cancelable and non-refundable.

If you wish to return a product(s) which is purchased from TUMI.HK, please contact our customer service through e-mail service.hk.tumi@tumi.com. For product(s) purchased from our offline store, you will need to go to our offline store for the exchange.

There are some changes you can maketo your shopping cart. To remove a product, click "Remove." By clicking "Add Free Personalization," you can add monogramming to your product. Then click "Apply Personalization" to proceed back to the shopping cart. By clicking "Make this a Gift," you can select your gifting options. Then click "Continue" to proceed back to the shopping 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 With List by clicking "Move to Wish List." 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.

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, usually the product will arrive within 1 – 2 days. Please note: most items take a minimum 1 to 2 days to leave our warehouse before the shipping process begins. Additional time is required for monogramming and accenting of an item.

If we shipped you the wrong product from TUMI.HK, please contact our Customer Service Department immediately. 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 service.hk.tumi@tumi.com.

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.All questions regarding the status of a package with a tracking number should be directed to SF Express.

Customers can only purchase product off their local site. TUMI does not participate in cross border shipping. If you would like to ship to a selected country, the purchaser must purchase the products from that specific country's website.

TUMI.HK uses SF Express to ship all customer orders in Hong Kong SAR & Macau SAR

Still have questions?

Please feel free to reach us by e-mail, phone call or live chat.

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