Customer Service Policy

Spraygroundo Customer Service Policy

At Spraygroundo, we’re dedicated to providing exceptional customer service that matches the quality of our luggage and bags. Whether you have questions about choosing the right suitcase, need help with an order, or require support after receiving your purchase, we’re here to ensure a smooth, transparent experience. This policy outlines our commitments to you—from browsing our site to post-purchase care.

1. Core Service Commitments

We stand by three key principles to guide every interaction with our customers:
  • Transparency: We provide clear, accurate information about our luggage and bags (materials, dimensions, care instructions), order status, and return processes to help you make informed decisions.
  • Responsiveness: Our customer service team aims to reply to all inquiries (via email, order comments, or feedback forms) within 24-48 business hours (excluding weekends, major holidays, and peak shopping periods like Black Friday/Cyber Monday). For urgent matters (e.g., missing orders before a trip), we prioritize faster follow-ups.
  • Fairness: We treat every customer with respect, and resolve issues (such as damaged luggage, incorrect bag styles, or sizing mismatches) with flexibility and honesty—putting your satisfaction at the center of every solution.

2. Order Support

2.1 Order Tracking

Once your luggage or bag ships, we’ll send a shipping confirmation email to the address you provided. This email includes a unique tracking number and a direct link to monitor your package’s delivery status (e.g., “In Transit,” “Out for Delivery,” “Delivered”). If you don’t receive the confirmation within 1-2 business days of placing your order:
  1. Check your spam/junk folder (emails from “Spraygroundo” or “[email protected]” may be filtered).
  1. Contact us at [email protected] with your order number—we’ll resend the tracking details or update you on processing status.

2.2 Order Modifications or Cancellations

Plans change, and we’re here to help when they do—especially for time-sensitive luggage purchases (e.g., for an upcoming trip):
  • Modifications: To adjust your order (e.g., switch suitcase color, upgrade bag size, update shipping address), contact us within 12 hours of placing the order. We cannot guarantee changes once your order has been processed (e.g., packed for shipping) or shipped—our team works quickly to meet delivery timelines.
  • Cancellations: To cancel an order for a full refund, reach out to us within 12 hours of placement. If the order has already shipped, you’ll need to follow our return process (see Section 3) once you receive the item.
In all modification/cancellation requests, include your 8-digit order number and specific changes needed—this helps us resolve your request faster.

3. Returns & Exchanges

We want you to love your Spraygroundo luggage or bag. If a product doesn’t meet your expectations, we offer a 30-day return/exchange window from the date of delivery, subject to these conditions:
  • Product Condition:
    • Luggage must be unused, with no scratches, dents, or wear on shells, wheels, or handles. Original dust bags, tags, and accessories (e.g., luggage locks, telescopic handle parts) must be included.
    • Bags must be unused, with intact straps, zippers, and hardware. Original packaging (e.g., dust covers, tag attachments) must remain unaltered.
  • Proof of Purchase: You must provide your order number or a copy of the order confirmation email.
  • Exceptions: Customized items (e.g., monogrammed luggage, personalized bags) and final-sale products (marked “Final Sale” on the product page) are non-returnable and non-exchangeable—unless they arrive with a manufacturing defect (see Section 4).

How to Start a Return/Exchange:

  1. Send an email to [email protected] with:
    • Your order number.
    • Clear photos/videos of the product: For luggage, show the entire item (including hardware and tags); for bags, highlight straps, zippers, and any fit/design issues.
    • A note specifying if you want a refund (to original payment method), exchange (e.g., same suitcase in a different color), or store credit (valid for 12 months).
  1. Our team will review your request within 2 business days. If approved:
    • We’ll send a pre-paid return shipping label (valid for 7 days) and packing instructions (e.g., use original box for luggage to avoid transit damage).
    • For exchanges: We’ll confirm stock availability of the desired item and reserve it for you.
  1. Ship the product back within 7 days of approval—keep the return tracking number for reference.
  1. Post-Inspection: We inspect returned items within 3-5 business days of delivery to our warehouse. If approved:
    • Refunds are issued to your original payment method.
    • Exchanges are shipped for free (global) once the returned item is verified.

4. Defective Products & Warranty

All Spraygroundo luggage and bags are crafted with durable materials and undergo strict quality checks. We offer the following warranty coverage to protect your purchase:
  • Luggage: 2-year warranty against manufacturing defects (e.g., broken wheels, faulty zippers, detached handles). This does not cover damage from overpacking, rough airline handling, or normal wear and tear (e.g., minor scuffs from travel).
  • Bags: 1-year warranty against manufacturing defects (e.g., frayed straps, broken zippers, loose stitching). Excludes damage from overloading, accidental tears, or improper care (e.g., machine-washing a hand-wash-only bag).
If you encounter a defect within the warranty period:
  1. Contact [email protected] with your order number, photos/videos of the defect, and a brief description of how the issue occurred.
  1. Our team will assess the defect within 3 business days. We’ll then offer:
    • A free replacement (if the item is in stock).
    • A full refund (to original payment method).
    • A free repair (for minor defects like loose stitching).
No additional fees apply to warranty claims—we cover all shipping costs for replacements/repairs.

5. Special Support for Luggage & Bag Care

To help you extend the life of your Spraygroundo purchase, we offer personalized care support:
  • Care Tips: Email us at [email protected] for advice on cleaning luggage (e.g., removing scuffs from polycarbonate shells) or maintaining bags (e.g., treating leather straps, waterproofing fabric).
  • Travel Guidance: For luggage-specific questions (e.g., “Will this carry-on fit airline size limits?,” “How to pack a checked suitcase efficiently”), our team can share expert tips to make your trips smoother.

6. Contact Us

For any questions, concerns, or feedback related to our customer service policy or your order, reach out via:
  • Email: [email protected] (our preferred channel—we respond within 24-48 business hours, and faster for urgent travel-related inquiries).
We value your trust in Spraygroundo, and we’ll always go the extra mile to ensure your satisfaction—whether you’re preparing for a trip with new luggage or using a bag for daily adventures. Thank you for choosing us!