Terms of service

Feilario Terms of Service

Thank you for choosing Feilario. These Terms of Service (“Terms”) govern your access to and use of www.feilario.com (the “Site”) and the purchase of any Feilario-branded products (“Products”). By visiting, browsing, or making a purchase through the Site, you agree to these Terms in full. If you do not agree, please discontinue use.

1. Eligibility & Acceptance

1.1 Age & Legal Capacity. You must be at least 18 years old and legally able to form binding contracts in your state of residence to place an order with Feilario.

1.2 Binding Agreement. These Terms, together with any policies or guidelines expressly incorporated herein by reference (e.g., our Privacy Policy at https://feilario.com/policies/privacy-policy and Refund Policy at https://feilario.com/policies/refund-policy), constitute the entire agreement between you and Feilario regarding the Site and your Product purchases.

1.3 Modifications. Feilario reserves the right, at our sole discretion, to modify or update these Terms at any time. Substantive changes will be highlighted on the Site’s homepage or via email to registered customers. Your continued use of the Site after changes are posted constitutes acceptance of the updated Terms.

2. Product Information & Pricing

2.1 Product Descriptions. We strive to provide accurate descriptions of our Products—including dimensions, weight, TSA-approved lock features, spinner-wheel configurations, interior compartments, and material specifications (e.g., polycarbonate/ABS blend with aluminum frame). All dimensions listed (e.g., interior capacity in liters, suitcase height/width/depth in inches) are approximate and provided for convenience. Actual measurements may vary slightly due to manufacturing tolerances.

2.2 Visual Representations. Product photos aim to depict color and design accurately. However, slight variations in color or pattern may occur due to screen settings or manufacturing changes.

2.3 Pricing & Availability.

  • Prices appear in U.S. dollars, inclusive of U.S. sales tax where applicable, and are subject to change without notice.

  • Availability is limited to stock on hand in our U.S. warehouse (Hayward, CA). If a Product goes “Out of Stock” after your order, we will notify you and either offer backorder/Rush-order options or process a full refund.

  • In compliance with Google Merchant Center (GMC) and Facebook Commerce policies, we pledge not to misrepresent Product availability, pricing, or performance. Any temporary or extended stock depletion will be promptly reflected on the Site and in advertising feeds.

3. Orders, Payments & Shipping

3.1 Placing an Order.

  • To place an order, you must provide:

    1. Full name, valid shipping address (contiguous 48 U.S. states only), phone number, and email address.

    2. Accurate payment information (credit/debit card, PayPal, or Amazon Pay).

  • By clicking “Place Order,” you confirm that you are authorized to use the payment method and that all order details are correct.

3.2 Order Acceptance & Confirmation.

  • Receipt of your order does not guarantee acceptance. After you submit your order, you will receive an email confirmation. We reserve the right to cancel any order—at any time—before shipment, particularly if:

    • The Product is unavailable, mispriced, or erroneous.

    • We suspect fraud or unauthorized use.

    • You violate these Terms.

  • If your order is canceled after payment, Feilario will issue a full refund to your original payment method within 5 business days.

3.3 Payment Processing.

  • Feilario uses secure, PCI-compliant payment gateways (e.g., Stripe, PayPal, Amazon Pay). We do not store your full credit-card data on our servers; only encrypted transaction references are retained for refunds or billing inquiries.

  • All transactions are subject to authorization and verification.

3.4 Shipping & Delivery.

  • Service Area: We ship only to the contiguous 48 U.S. states. We do not ship to Alaska, Hawaii, Puerto Rico, or the U.S. Virgin Islands.

  • Carriers: UPS, FedEx, USPS, or Amazon Shipping.

  • Processing Time: 1–2 business days (excluding weekends and U.S. federal holidays) to pick, pack, and dispatch from our Hayward, CA warehouse.

  • Transit Estimates: Standard (free) — 3–7 business days; Expedited (paid) — 2 business days.

  • Tracking: Once shipped, you will receive a tracking number via email. You may also opt in for SMS updates at checkout.

  • Address Accuracy: Feilario is not responsible for delays or returns caused by incorrect or incomplete shipping addresses. If a carrier deems an address undeliverable, the package will return to us and you will be offered:

    1. Reshipment upon payment of additional shipping fees; or

    2. Full refund less a $12.00 return & restocking fee (automatic if no response in 14 days).

3.5 Shipping Restrictions.

  • Carriers may refuse to transport items exceeding certain dimensions or weights; please verify airline and TSA guidelines before purchase if you plan to check your suitcase on a flight. Feilario is not liable for denied boarding fees or gate-checks due to noncompliant dimensions or overweight baggage.

4. Returns, Refunds & Warranty

4.1 Return Eligibility.

  • Standard returns are accepted within 30 calendar days of delivery. Product must be unused, with all tags intact, original packaging (including dust cover and protective foam), and accessories (e.g., TSA-approved keys, USB charging cable) included.

  • Defective or damaged items must be reported within 7 calendar days of delivery. Provide order number, clear photos showing the defect (e.g., cracked polycarbonate shell, broken spinner wheel), and a brief description.

4.2 Return Process.

  • Email service@feilario.com with “RETURN REQUEST” in the subject. You will receive a Return Merchandise Authorization (“RMA”) number and, if eligible, a prepaid return label (defects only) or a $12.00 prepaid label (non-defect returns). Clearly mark the RMA on the outside of your return box.

  • Once Feilario inspects and approves the return (within 3 business days of receipt), a refund is issued to the original payment method within 5 business days. Depending on your bank, refunds may take 3–7 business days to appear.

4.3 Warranty & Replacements.

  • Feilario offers a 12-month limited warranty covering manufacturing defects (e.g., broken handles, malfunctioning TSA locks, frame cracks).

  • Warranty claims require order number, defect photos, and a brief description. If validated, Feilario will send replacement parts or a new Product at no cost (including U.S. shipping). This warranty does not cover normal wear and tear (e.g., scratched finish, scuffed wheels), misuse (e.g., force-opening TSA lock), or “Acts of God” (e.g., flooding).

4.4 Exclusions.

  • Personalized/engraved Products, items exhibiting misuse, and any Product returned without all original accessories or packaging are not eligible for refund or warranty replacement.

(For full details, please see our Refund Policy: https://feilario.com/policies/refund-policy.)

5. User Accounts & Security

5.1 Account Registration. To place an order more quickly, you may register for a Feilario account. You must provide an accurate email, create a unique password, and keep your account information current.

5.2 Password & Account Security. You agree to (a) keep your password confidential; (b) notify Feilario immediately at service@feilario.com if you suspect unauthorized account use; and (c) accept responsibility for all activities under your account. Feilario may suspend or terminate any account at its discretion if it appears compromised.

5.3 Account Termination. You may close your account at any time by contacting Feilario support. Feilario reserves the right to terminate or restrict user accounts at our sole discretion for violations of these Terms.

6. Intellectual Property

6.1 Ownership. All content on the Site—including text, graphics, logos, images, product designs, and software (“Content”)—is owned by Feilario or its licensors and is protected by U.S. and international copyright, trademark, and other intellectual property laws.

6.2 Trademarks. “FEILARIO,” the Feilario logo, and all related product names and slogans are trademarks of Feilario or its affiliates. You may not use, reproduce, or modify any trademark without Feilario’s prior written permission.

6.3 Limited License. Feilario grants you a revocable, non-exclusive, non-transferable license to view, download (for caching), and print pages from the Site for your personal, non-commercial use, provided you keep all copyright and other proprietary notices intact. Any other use of Content is strictly prohibited.

7. User-Generated Content

7.1 Product Reviews & Photos. When you submit a review, comment, or photo (“UGC”) on our Site (e.g., via our review provider Loox), you grant Feilario a perpetual, worldwide, royalty-free, non-exclusive right to use, reproduce, and publish your UGC in any medium (including advertising, social media, and promotional materials) without further compensation, attribution, or notice. Feilario may edit UGC for length, clarity, or compliance. To request removal of your UGC from marketing channels, email service@feilario.com with “REMOVE UGC” and your order number; we will honor your request within 5 business days.

7.2 Prohibited UGC. You agree not to post any UGC that is unlawful, defamatory, obscene, infringing, or otherwise objectionable. Feilario reserves the right to remove or refuse any UGC at our sole discretion.

8. Prohibited Activities

When using the Site or purchasing Products, you agree not to:

  • Violate any applicable federal, state, or local laws or regulations, including TSA or FAA baggage requirements.

  • Use the Site to engage in fraudulent or unauthorized activities (e.g., using stolen credit cards).

  • Interfere with Site security, introduce viruses, or attempt to access restricted areas of the Site.

  • Export or re-export Products in violation of U.S. export laws (e.g., shipping to embargoed countries).

  • Harvest or collect email addresses or personal data of other users without consent.

Violation of any prohibited activity may result in immediate account termination, cancellation of orders, and referral to law enforcement.

9. Advertising & Promotional Compliance

9.1 Google Merchant Center & Facebook Policies.

  • All Product listings, images, and descriptions on Feilario.com and any feeds submitted to Google GMC or Facebook must accurately reflect the Product’s condition, price, availability, and shipping terms.

  • Feilario does not promote restricted or prohibited items (e.g., hazardous materials). All luggage locks comply with TSA guidelines, and we clearly indicate lock type (e.g., TSA Approved Combination Lock) to avoid ad disapproval.

  • We do not engage in deceptive marketing practices—no “fake countdown timers,” “false price slashes,” or “misleading claims” about weight capacity or airline compliance.

9.2 Sales & Promotions.

  • Promotional codes, coupons, and limited-time offers are subject to specific terms (e.g., “10% off carry-ons valid until June 30, 2025” or “Free shipping on orders over $150”). Participation is void where prohibited.

  • Offers cannot be combined unless explicitly stated. Feilario reserves the right to cancel or modify promotions at any time.

10. Third-Party Services & Links

10.1 External Links. The Site may contain links to third-party websites (e.g., travel blogs, packing-cube vendors, or TSA information pages). Feilario does not control or endorse their content. Your use of any third-party site is subject to that site’s Terms and Privacy Policy.

10.2 Service Providers. Feilario partners with trusted providers to enhance your experience:

  • Payment Processors: Stripe, PayPal, Amazon Pay (encrypted payment handling).

  • Shipping Carriers: UPS, FedEx, USPS, Amazon Shipping (order fulfillment).

  • Review Platform: Loox (collecting and displaying UGC).

  • Email Marketing: Klaviyo or Mailchimp (transactional and promotional emails).

  • Customer Support: Gorgias or Zendesk (ticketing and live chat).
    These partners may process personal data on Feilario’s behalf; please see our Privacy Policy for details on data sharing.

11. Disclaimers of Warranties

11.1 “As Is” Basis. The Site and all Products are provided “as is” and “as available,” without warranties of any kind, whether express or implied. Feilario expressly disclaims any implied warranties of merchantability, fitness for a particular purpose (e.g., “guaranteed carry-on size for all airlines”), and non-infringement.

11.2 Product Performance. Feilario does not guarantee that a particular suitcase will be accepted as carry-on by any specific airline. Airlines reserve the right to enforce size and weight limits per their policies. You are responsible for verifying your travel requirements before purchase.

11.3 Site Availability. Feilario does not warrant that the Site will be error-free, uninterrupted, or secure from all vulnerabilities. We reserve the right to suspend access for maintenance, updates, or security reasons.

12. Limitations of Liability

To the fullest extent permitted by law, Feilario (and its officers, directors, employees, and affiliates) shall not be liable for:

  • Any indirect, incidental, special, consequential, or punitive damages—such as lost profits, lost data, or loss of business opportunity—arising from or related to your use of the Site, Products, or inability to access the Site.

  • Damages resulting from shipping carrier delays, airline overage fees, or other third-party actions beyond Feilario’s control.

  • Any claim related to unauthorized access to your account or password.

Our total aggregate liability for any claim arising out of or related to these Terms or your use of the Site or Products shall not exceed the amount you paid Feilario for the Product giving rise to the claim.

13. Indemnification

You agree to defend, indemnify, and hold harmless Feilario, its affiliates, officers, directors, employees, and agents from any claims, damages, losses, liabilities, costs, or expenses (including reasonable attorneys’ fees) arising out of or related to:

  • Your breach of these Terms or any applicable law.

  • Your use of the Site in violation of these Terms.

  • Any claim that your UGC infringes or misappropriates the rights of a third party.

14. Governing Law & Dispute Resolution

14.1 Governing Law. These Terms, your use of the Site, and any disputes arising hereunder shall be governed by and construed in accordance with the laws of the State of California, without regard to conflict-of-law principles.

14.2 Arbitration. Any dispute, claim, or controversy arising out of or relating to these Terms, including their formation, interpretation, breach, or termination, shall be resolved by binding arbitration administered by the American Arbitration Association under its Commercial Arbitration Rules in effect at the time of the dispute. The arbitration shall take place in San Francisco County, California. Judgment on the arbitration award may be entered in any court having jurisdiction. Each party shall bear its own costs, and the arbitrator may award reasonable attorneys’ fees to the prevailing party.

14.3 Small Claims Exception. You may bring an individual action in a small claims court if your dispute meets the court’s requirements and does not exceed the jurisdictional limit.

15. Changes to These Terms

Feilario may update or revise these Terms from time to time. We will post the revised Terms with a new “Last Revised” date at the top of this page. If the changes are material—affecting your rights or obligations—we will notify you via email to the address associated with your account. Continued use of the Site after any such modifications constitutes acceptance of the new Terms.

16. Severability & Waiver

If any provision of these Terms is found by a court of competent jurisdiction to be invalid, unlawful, or unenforceable, that provision shall be severed, and the remaining provisions shall remain in full force and effect. No waiver by Feilario of any breach or default shall constitute a waiver of any subsequent breach or default.

17. Contact Information

If you have any questions about these Terms or need assistance, please contact us:

Thank you for shopping with Feilario. We appreciate your trust and look forward to helping you travel smarter, safer, and more stylishly.