Returns, Repairs & Warranty

The Returns, Repairs & Warranty policy concerns purchases made through authorized Sterling Pacific channels, retail partners or directly from https://sterlingpacific.com

Sterling Pacific Lifetime Warranty & Service Promise

All Sterling Pacific Travel Cases come with a Lifetime Warranty & Service Promise. The warranty issued by Sterling Pacific Group Inc ("Sterling Pacific") covers manufacturing defects and the main functionality of the travel case for its entire life.

Sterling Pacific offers a complimentary supply of spare parts (eg. leather handles, locks) for simple screwdriver self-repairs for life. More complicated repairs may require customers to send the travel case to Sterling Pacific’s repair center at 3515 Airway Dr in Reno, NV, or our staff might assist you to find a local solution for a repair. In some situations, Sterling Pacific might offer a replacement unit for your travel case instead.

While our Lifetime Warranty & Service Promise is comprehensive, it does not cover cosmetic damage such as scuffs, scratches, non-functional cracks or dents.

In the event your travel case is damaged by a third party, such as an airline, we require you to first file a timely claim with the carrier as they will often offer compensation for such incidents and be insured against such damage. We're committed to helping you in the event of an unfortunate claims process, and will work diligently to find a satisfactory resolution to whatever problems you might experience with your Sterling Pacific travel case.

For any further queries or to initiate repair and warranty procedures, please reach out to Sterling Pacific’s repair center at repairs@sterlingpacific.com.

Sterling Pacific reserves the right to make enhancements or add limitations to new and existing policies and repair service commitments.

Returns

If for any reason you are not completely satisfied with your purchase please contact us at our customer support email support@sterlingpacific.com. Please allow up to 1-3 business days for us to process your request.

We will provide you with further instructions on how to return your purchase, and the amount to be refunded. Refund amounts for returned items will be credited back to you using the same payment method you used for the purchase. We can not issue a refund to any other credit card than the one used to make the original purchase.   

You will have 60 days from the time you received your order to contact us to initiate a return. You must also show proof of purchase on the merchandise (i.e Transaction/Order number and place of purchase). The merchandise must be in its original packaging and in new condition.

Repairs

Please contact repairs@sterlingpacific.com for more information. Include your full name, proof of purchase (receipt) and the Batch Identification Number engraved onto the exterior frame of your suitcase.

Shipping

Any newly placed orders on the Sterling Pacific Website will be shipped to the customer free of charge within the United States. International orders will come with a delivery charge displayed on the checkout page. All shipping costs for returns for refunds or exchanges must be paid by the customer.

Payment Methods 

Forms of payment accepted are Visa, MasterCard and American Express. All forms of payment will be protected by our secure checkout. Your information will never be shared or sold to a third party site.