SWISSGEAR Help Center

How do I check the status of my order?

You can check your order status in two ways:

• Click on Track my order or click on the profile icon.
• Use your order confirmation email. Once your order ships, we'll email you a tracking number you can click to follow the package.

Your SWISSGEAR order number begins with "SWG-" followed by a series of digits (for example, SWG-1100265686). Please have this number ready if you contact us.

I placed an order but never received a confirmation email. What do I do?

First, please check your spam or junk folder — order confirmations sometimes land there. If you still can't find it after a few minutes, your order may have been placed as a guest checkout, or there may have been a small issue with the email address on file.

Reach out to our Customer Care team at customersupport@swissgear.com with the following information so we can locate your order:

• The full name used at checkout
• The email address used at checkout

Once we find your order, we'll resend your confirmation to the email address used at checkout.

I forgot to apply for the discount. Can it still be applied?

Yes, reach out to us right away with your order number and the discount code you received. We can apply the discount as a partial refund to your original payment method, or in some cases issue you a discount code of equivalent value to use on a future order.

How do I change the shipping address on an order I just placed?

Please contact us as soon as possible with your order number and the correct shipping address. While we cannot guarantee that the address can be updated, we will make every effort to accommodate your request, if possible.

An item I ordered is now out of stock. What happens next?

Your order will be canceled, and the refund will be processed back to your original payment method.

Can I cancel my order?

You have one hour after placing your order to cancel it yourself using the link included in your order confirmation email.

Once the order has shipped, we're no longer able to cancel it. However, you can initiate a return after it arrives — please refer to our Returns and Refunds section for further details.

Where do you ship?

SWISSGEAR.COM ships to addresses within the United States. We are not currently able to ship internationally or to PO Boxes.

How much does shipping cost?

Flat-rate shipping is available for orders within the continental United States at $5.00 per item. Orders shipped to Alaska or Hawaii will be charged standard UPS rates. Additional shipping services are available at an extra cost.

Who delivers my order?

Our default carrier is UPS. When your order ships, you'll receive an email with a tracking number you can use to follow your package on UPS.com.

How long will my order take to arrive?

Standard delivery typically arrives within 5–7 business days from the day your order ships. Expedited shipping options (including UPS Overnight) are available at checkout for an additional fee. Please note that the delivery clock starts when your order leaves our warehouse, not when you place it — orders placed late in the day or on weekends ship the next business day.

I paid for expedited shipping but my package didn't arrive on time. Can I get the shipping fee refunded?

Once your order has been handed over to UPS, delivery timing is managed by the carrier, and delays may occasionally occur. While these delays are outside of our control, we're here to help where we can. If you selected expedited shipping and are experiencing a delay, please feel free to contact us so we can review your order and explore available options to assist you.

My tracking says "delivered" but I didn't receive my package.

We're sorry — that's frustrating. Here's what to do:

• Check around your front door, side gates, garage, mailbox, and any covered porches.
• Ask anyone at your address (family, neighbors, doormen, or building staff) if they accepted a package on your behalf.
• Wait 24 hours — packages occasionally show as "delivered" up to a day before they actually arrive.
• If your order has not arrived, please contact us so we can further investigate the issue.

My tracking hasn't updated in several days. Should I be worried?

Sometimes packages sit between scans for a couple of days, especially while in transit between UPS hubs. If your tracking hasn't updated for 48 hours or more, contact us with your order number — we'll open a trace with UPS to find out where your package is.

Can I ship to one country and bill from another?

At this time, your billing and shipping addresses both need to be in the United States. If you're sending a gift internationally, the simplest option is to ship the order to your U.S. address first and then forward it on yourself.

How do I return an item?

If you're not happy with your purchase, here's how to start a return:

I received the wrong item. What should I do?

If you received the wrong item, use the following portal to initiate the return:

Start a return →

I received my luggage set but one piece is damaged. Do I have to return the whole set?

No, if only one item from a multi-piece set arrives damaged, we will replace just the affected piece. Please contact Customer Care for assistance.

I returned my item — when will I see the refund?

Refunds are processed once the returned package arrives at our warehouse and has been inspected. Inspection usually takes 3–5 business days from the day the package is received. You'll get a confirmation email when your refund is on the way, and the funds typically post to your account within 10 business days after that.

We stand behind the quality of every SWISSGEAR product. If something goes wrong with your bag or luggage because of a defect in materials or workmanship, we'll do our best to make it right.

What does the warranty cover?

Your SWISSGEAR warranty covers defects in materials and workmanship. The exact length of your warranty depends on where you bought your item:

Product	Warranty length
Luggage	10-year limited warranty
Backpack	5-year limited warranty
Watches	3-year limited warranty

What kinds of damage are typically covered?

• Watches: Mechanical or quartz movement failures (not due to damage/misuse), loose or non-functioning hands, and dial defects affecting readability or performance.
• Zippers: Broken, misaligned, or non-functioning zippers, including damaged pulls.
• Handles & Straps: Detached or broken handles, straps, buckles, or telescoping handles that fail to extend or retract.
• Wheels: Damaged, missing, or non-functioning wheels.
• Stitching & Seams: Torn, frayed, or unraveling seams under normal use.
• Shells & Fabric: Cracks in hard shells or tears in fabric that affect functionality.
• Hardware & Materials: General hardware malfunctions or defects in interior/exterior materials that impact use.

What's NOT covered?

• Normal wear and tear from regular use
• Cosmetic issues like smudges, scuffs, or fading that don't affect how the item works
• Damage caused by airlines or other carriers in transit
• Items purchased from unauthorized resellers (including private sellers on auction sites)
• Items without proof of purchase

How do I start a warranty claim?

Head to our warranty portal and begin the claim process:

Open warranty portal →

What we need from you:

• A copy of your original store or gift receipt (proof of purchase)
• Clear photos of the front and back of the product
• Close-up photos of the damaged area
• A short description of what went wrong and how it happened
• Product Information Label

How long does the warranty process take?

Most claims are processed within 30 days. The clock starts when we have all the information listed above — if anything is missing, we'll email you back to ask for it, which can add time. Once your claim is approved, we'll explain the next steps and timeline for receiving your replacement.

What happens if my claim is approved?

• We'll email you to let you know your claim is approved.
• We'll ask you to remove the SWISSGEAR product information label from inside the main compartment of your item and email us proof.
• We'll send a replacement code coupon which you'll have 30 days to use.

Why do you need the original receipt?

• To confirm your item is still within the warranty period
• To verify it was bought through an authorized retailer (this helps us protect customers from counterfeit products)
• To prevent warranty fraud

If you don't have your original receipt, the warranty cannot be honored.

My item was a gift. How do I claim a warranty without a receipt?

We understand this is tricky. The best option is to ask the gift-giver if they still have the receipt, or if they can request a duplicate from the store where it was purchased.

Is the item I want in stock?

Stock status is shown on each product page at SWISSGEAR.COM. If an item is out of stock, you'll see a notice on the page.

When will an out-of-stock item be back?

Restock dates depend on the item. Some products restock regularly; others are seasonal or limited runs. The product page is the best place to check, but if you'd like a personal update, contact Customer Care with the SKU or product name and we'll see what we can find out.

I forgot my lock combination, what can I do?

Please visit the Lock Instructions section of our website:

Lock Instructions →

Do you offer custom embroidery or corporate logo options?

Yes — we offer logo embroidery on select SWISSGEAR items for bulk and corporate orders. If you'd like a quote, please contact our corporate team at corporders@groupiiico.com. Please provide the following information:

• The item or SKU you're interested in
• The quantity you need
• Your logo (a high-resolution image is best)
• Your timeline

We'll connect you with our bulk-orders team for a custom quote.

Do you offer bulk discounts?

For all bulk inquiries, please contact our corporate team at corporders@groupiiico.com. Include the item(s), desired quantity, and we will connect you with our bulk orders team. Please note that bulk orders start at a minimum of 25 items.

Do you donate products to schools or nonprofits?

While we're honored to be considered, due to the volume of requests we receive, we're unable to accept unsolicited donation requests. Our charitable giving is focused on a small number of organizations and initiatives that are selected internally and closely aligned with our company's ongoing philanthropic priorities.

Where can I find product specifications (dimensions, capacity, weight)?

Each product page on SWISSGEAR.COM includes detailed specifications, including dimensions, capacity in liters, weight, materials, and laptop compartment fit. If something you need isn't listed, contact Customer Care and we'll do our best to get the answer for you.

I can't sign in to my account.

First, double-check that you're using the email address you originally signed up with. If you've forgotten your password, click "Forgot password?" on the sign-in page to receive a reset link by email.

If you placed an order as a guest, you may not have an account yet — contact Customer Care and we can help you set one up and link your points to your new account.

I don't see my recent order in my account.

This usually happens when an order is placed as a guest or with a slightly different email address than the one on your account. Contact Customer Care with your order number and we can add the points to the existing account.

How do I update my email address or other account info?

Sign in to SWISSGEAR.COM and click "My Account" to update your name, email address, password, or saved shipping addresses.

Do I need an account to place an order?

No — you can check out as a guest. That said, having an account makes it easier to track orders, start returns, and check on warranty claims, so we recommend it.