At Eagle Creek || Tumi Sales, we specialize in premium travel gear and designer luggage for discerning travelers who value quality, durability, and style. Our commitment to excellence extends to every aspect of your shopping experience, including shipping and returns.
Shipping Information
Order Processing
All orders are processed within 1-2 business days (excluding weekends and holidays). You will receive a confirmation email with tracking information once your order ships.
Shipping Methods & Delivery Times
Standard Shipping: $12.95 via DHL or FedEx
- Delivery within 10-15 business days after shipment
- Includes tracking and insurance
Free Shipping: Available on orders over $50 via EMS
- Delivery within 15-25 business days after shipment
- Tracking available
Note: Delivery times are estimates and may vary depending on destination and customs processing. We ship worldwide except to certain Asian countries and remote regions.
International Shipping
Customers are responsible for any customs duties, taxes, or import fees that may apply. These charges are determined by your local government and are not included in your order total.
Returns & Exchanges
We want you to be completely satisfied with your premium travel gear. If you’re not happy with your purchase, we offer a straightforward returns process.
Eligibility
To qualify for a return or exchange:
- Request must be made within 15 days of receiving your order
- Items must be unused, in original condition with all tags attached
- Original packaging must be intact (including dust bags for leather goods)
- Proof of purchase must be provided
Non-Returnable Items
For hygiene and quality assurance, the following items cannot be returned or exchanged unless defective:
- Cosmetic Bags
- Personalized Footlockers / Trunks
- Items marked “Final Sale”
Returns Process
- Initiate Your Return: Email us at [email protected] with your order number and product details. You may use our template below.
- Wait for Approval: Our team will review your request within 1-2 business days and provide return instructions.
- Package Your Item: Securely pack the item in its original packaging with all accessories and documentation.
- Ship Your Return: Send to our returns center at the address provided. We recommend using a trackable shipping service.
Exchanges
To exchange for a different size, color, or style:
- Follow the same steps as returns
- Clearly indicate in your email that you’re requesting an exchange
- Specify your preferred replacement item
- Price differences will be adjusted (you’ll pay more or receive a refund for less)
Refund Information
Processing Time: 3-5 business days after we receive your return
Refund Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
Refund Amount: Original purchase price minus shipping charges (unless return is due to our error)
Shipping Costs: Original shipping fees are non-refundable
Note: Depending on your financial institution, it may take additional time for the refund to appear on your statement.
Return Shipping
Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We strongly recommend using a trackable shipping service as we cannot be responsible for items lost in transit.
Damaged or Defective Items
If you receive a damaged or defective item, contact us immediately at [email protected] with photos of the damage and your order number. We’ll arrange for a replacement or refund and cover all associated shipping costs.
Return Request Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear Eagle Creek || Tumi Sales Team,
I would like to request a [return/exchange] for my recent order (#[Your Order Number]). Below are the details:
Product Name: [Product Name]
Reason for Return/Exchange: [Please specify]
For Exchanges: Desired replacement item: [Product Name/SKU if known]
Please advise on next steps. I’ve reviewed the return policy and confirm the item meets all eligibility requirements.
Best regards,
[Your Full Name][Your Email Address]
[Your Phone Number]
Contact Us
For questions about our Shipping & Returns policy:
Email: [email protected]
Phone: [Your Customer Service Phone Number]
Business Hours: Monday-Friday, 9am-5pm EST
We appreciate your trust in Eagle Creek || Tumi Sales for your premium travel needs. Our team is committed to making every aspect of your experience with us as exceptional as our products.