Lifetime Service
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Every TALO case comes with lifetime service. Wheels, latches, handles, and the telescoping trolley are repaired, not replaced, for the life of the case. Covered repairs are free. This is not a warranty clause buried in fine print. It is the reason the case is built the way it is.
Repaired, not replaced
When a wheel gives out, most brands offer you a discount on a new bag. We fix the wheel. The 20" Carry-On is designed so that its moving parts, the parts that actually take the abuse, can come off and go back on. Silent spinner wheels, TSA frame latches, handles, and the machined telescoping trolley are all serviceable for as long as you own the case. A repaired case keeps its shell, its dents, and its history. A replaced case starts over. We think that is the wrong direction.
Why repairability matters
Read a typical luggage warranty closely and you will find that wheels, handles, and other wear parts are excluded. Those are exactly the parts that break. It is a neat trick: cover the shell that rarely fails, exclude everything that does. A case designed for repair works the other way. Parts are fastened, not glued, so a broken wheel is an afternoon at the workbench instead of a landfilled bag. That is better for you, cheaper over a decade than replacing plastic shells, and it means the case you break in is the case you keep.
What is covered
| Part or issue | Covered |
|---|---|
| Spinner wheels | Yes, free repair |
| TSA frame latches | Yes, free repair |
| Handles | Yes, free repair |
| Telescoping trolley | Yes, free repair |
| Dents and scratches | No, panel repair quoted at cost |
| Damage on arrival | Handled under shipping, 48-hour photo window |
Damage that happens in transit on the way to you is a shipping matter, not a service claim. Email photos within 48 hours of delivery and we repair or replace the case free. Details are on shipping and delivery.
Cosmetic wear is not a defect
An aluminum case is meant to dent and scratch. That is the material doing its job, taking hits so your things do not, and earning its miles in the process. So cosmetic wear is not covered as a defect, and we will not pretend a scuffed corner is a failure. If a particular mark bothers you, we will quote a panel repair at cost, no markup. Most owners end up keeping the dents.
How a repair works
- Email info@taloluggage.com with your order number and photos of the problem.
- We confirm the repair and what it needs.
- We send you a prepaid shipping label.
- We turn the repair around as fast as parts allow and keep you posted.
What you get back
The same case. Your shell, your engraved plate, your dents, with the broken part working again. Before it ships back we test the repair, roll the wheels, cycle the latches, and run the trolley through its travel. Then it comes back to you tracked and insured, ready for the next trip.
Common questions
Does lifetime service transfer if I sell or gift the case?
Service follows the case for its life. Email us with the details and photos and we will take care of it.
Do I pay for shipping on a covered repair?
No. We send a prepaid label, and covered repairs are free end to end.
How long does a repair take?
As fast as parts allow. We confirm the timeline when we confirm the repair, and we keep you updated while the case is with us.
My case is dented. Should I file a claim?
If it works, travel with it. Dents are cosmetic and part of the material's character. If a mark truly bothers you, ask us for a panel repair quote at cost.
