Order Changes and Cancellations

Personalized Luggage

You may make changes and cancellations to your order up to the Final Approval of your Proof.  Once your proof is approved, you agree and understand that it is a custom product that will go immediately into production.  There is no window to make further changes.  An order can be cancelled up to the Final Approval of your Proof.  After approval of Final Proof there is a $25 cancellation fee per item.

Artist and Singular Luggage Designs without Personalization added

You may make changes and cancellations to your order for up to 4 hours after the order is placed.  This type of luggage goes to production right after your order is placed.  After 4 hours your order will be in production.  There is no window to make further changes.   After 4 hours there is a $25 cancellation fee per item.

Address Changes

If you need to change the shipping address, please send us an email at info@singularluggage.ca with your order number, the current ship to address, and the address that you would like to change it to.  We can change the address up until your order leaves our facility.  If the new address is outside of our Free Shipping zone, you will be charged an additional shipping fee.

Damaged and Misprinted Items

If the luggage arrives with defective printing, we will reprint the decoration and resend it to you at no charge.  You will replace the image in the luggage yourself, following our instructions.  Please contact is by email at info@singularluggage.ca.  Include your order number and a picture of your luggage showing the defect.

Please note:  We do not accept returns. Do not mail your order back to us.

If the luggage arrives with a manufacturing defect, excluding the printing, we will, on a case-by-case basis replace the luggage at no cost, ship repair parts and instructions, or direct you to a local luggage repair shop.  Please email us, including your order number, a picture of the luggage, showing the defect and explaining the issue.  A member of our team will be able to assist you.

Misprinted items can only be replaced within one month of your original order date.  After this one month period, Singular Luggage is no longer responsible for replacing misprinted items.

Lost Packages

If your package appears to be lost in transit, we are happy to replace the package and ensure that your order makes it's way to you.  Our Customer Support team will work with the courier to confirm the package is unrecoverable.  Once confirmed, we will manufacture and ship a replacement luggage.  There can be a delay of up to 2 weeks to get confirmation that the package is unrecoverable.

Damaged Packages

If your luggage is damaged in transit to you, we will replace it with a new one.  Please email photos of the damaged box, and luggage in the condition you received along with your order number to us at  info@singularluggage.ca.  We will manufacture and ship a replacement luggage