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Frequently Asked Questions
How are Monos suitcases made?
A lot goes into making an exceptional suitcase. Our luggage, accessories, bags, and apparel are designed at our studio in Vancouver, Canada. We work closely with our factory partners to create high-quality, sustainable products.
We use a virtually unbreakable aerospace-grade polycarbonate hard shell for our suitcases and to ensure they survive the toughest travel conditions, we put them through a battery of 40 tests. In addition, our manufacturing partners are always looking for environmental efficiencies, like collecting parts and plastics that can be reused or recycled for other industries. Components like the gaskets along the suitcase and spine are made from a special material called TPE, which is eco-friendly and compostable. The majority of brands in the market today opt for the cheaper PVC material, which is highly toxic and non-recyclable. Our high-performance wheels are designed and manufactured in-house to meet our exacting standards. For assembly, we only partner with factories that share our standards and values – on quality and materials, as well as clean, safe work environments. We maintain an SA8000 Certification which is based on internationally-recognized standards of decent work, including the Universal Declaration of Human Rights, ILO conventions, and national laws. We visit and collaborate with our partners frequently to find ways we can keep making our products better and more sustainable.
As one of the first luggage brands to be Climate Neutral Certified, we are committed to using our business as a force for good. From the timeless design of our products to the non-profit organizations we partner with, our aim is to tread lightly and have a positive impact on the world around us. In efforts to reduce our waste, we design our products to stand the test of time in both design and quality, ensuring that these travel pieces will accompany you on a lifetime of journeys.
Our products are built with sustainability in mind from start to finish. Because of our focus on quality over quantity, our suitcases are constructed to last a lifetime of travel. This, combined with our lifetime warranty, means less luggage waste piling up in landfills.
One of our main focuses is to reduce emissions within our supply chain. We do this by reducing air shipments in favour of sea freights whenever possible. We cut down on shipments to consumers by nesting products within the same shipment as often as possible, as well as reducing the rate of return by offering incentives.
We are also a member of 1% for the Planet, a global community committed to donating the equivalent of 1% of sales through a combination of monetary, in-kind, and approved promotional support directly to environmental nonprofits. This means that every purchase you make makes a positive difference on our planet.
All of our products are vegan. Details that look and feel like leather are actually ultra-microfibre vegan leather – the result of a technologically advanced technique that combines ultra-fine microfibre bundles with high-grade polyurethane resin to closely mimic the microscopic structure of leather.
Do your suitcases nest inside each other?
Yes! Our Carry-On and Carry-On Plus nest inside both the Check-In Medium and Large, and our Check-In Medium nests inside the Check-In Large.
Meanwhile, our Hybrid Carry On nests inside the Hybrid Check-In Medium and the Hybrid Carry On Plus nests inside the Hybrid Check-In Large.
We’ve designed lightweight suitcases without compromising integrity or durability. Our luggage has a qualitative difference you can feel – from the handles to the wheels and everything in between – all while staying competitively light.
To open your Monos suitcase for the first time, ensure the combination dials are set to 0-0-0. Then find the slider with a small arrow on it and slide this towards the pointed direction. The zippers will pop off, allowing you to open the suitcase.
To set your own combination for the first time, follow these steps:
Turn the dials to the opening combination. Press down the reset button with a pen until you hear a click. The button will stay pressed in.
Set your own combination by turning the dials.
Push the slider button in the direction of the arrow until the reset button pops back up. Be sure to memorize your combination. To set a new one, repeat the steps above.
Hybrid luggage without zippers
To open your Monos Hybrid suitcase for the first time, ensure the combination dials are set to 0-0-0 on both locks. Then, simply press the release button on the bottom end of each lock. The clasps will pop open, allowing you to open the suitcase.
To set your own combinations for the first time, follow these steps:
Turn the dials to the opening combination.
From the back, press down the reset button with a pen until you hear a click. The button will stay pressed in.
Set your own combination by turning the dials.
Push the release button in. The reset button will pop back up when you hear another click. Be sure to memorize your combination. To set a new one, repeat the steps above.
Please note that once you set your locks, no one else will know how to open your bag – including us. We recommend keeping the combination(s) somewhere safe so you don’t lock yourself out.
What if I've locked myself out of my luggage?
If you have locked yourself out of your luggage, we recommend running all possible combinations from 0-0-0 to 9-9-9. This will take about 15 minutes. Please note that once you’ve set your lock combination on your luggage from its original 0-0-0 setting, there is no way for us to know what your personal combination is. In the event that you are locked out of your luggage and running all possible combinations does not open the suitcase, contact us on live chat or at email@example.com for next steps.
How do I care for my luggage?
To clean the polycarbonate shell and interior lining, use a soft, damp cloth with warm water and mild dish soap.
For stubborn scuff marks on the shell that water and soap can’t easily remove, use the included eco-friendly eraser sponge.
Frequent flyer? If you want an extra layer of protection for your luggage, we recommend our durable, water-resistant luggage cover, which provides head-to-toe coverage from dirt, scuffs, and scratches for your suitcase.
What other steps can I make to ensure the longevity of my luggage?
As you travel and explore, your luggage will inevitably take some wear and tear. We think that the character of your luggage grows with time and use, but we also recommend regular care for your items so they remain your trusted companions for a lifetime of travel.
Our suitcase shells are constructed with a virtually unbreakable aerospace-grade polycarbonate. Like all types of polycarbonate, Monos luggage isn’t immune to scuffs and scratches, especially in transit – airports and airlines are hard on suitcases!
When your luggage isn’t in use, we recommend keeping in the linen dust bag provided to prevent your suitcase from accumulating dirt and dust.
When your suitcase is in use, you can give it an extra layer of protection with our luggage cover.
We recommend our packing cubes to help you pack efficiently and prevent an overstuffed suitcase.
The antimicrobial garment and shoe bags included with your luggage can be laundered regularly.
You can disinfect your luggage by wiping down the handles, wheels, and shell with disinfectant wipes.
Where do you ship?
We offer free shipping in Australia. We are able to ship anywhere in the world. If you live outside of Australia, shipping costs will be automatically calculated at checkout.
How much does shipping cost?
Standard shipping is free in Australia.
If you live elsewhere in the world, your shipping charges will also be calculated at checkout.
Expedited and express shipping costs will be calculated at checkout.
Do I need to pay duties?
If you live in Australia, you will not be charged import duties. GST is already included in the price.
If you reside internationally, you may be charged additional duties and taxes. These are incurred at the customer’s expense.
When will I receive my order?
We offer free standard shipping, and expedited shipping. Please remember that your order will take time to process before it ships. Even if you select expedited or express shipping, your order will take a few days to be processed through our system:
Free Standard shipping:
Delivery time: 3-4 business days
Delivery time: 2 business days
When will my pre-order ship?
If you ordered an item that has an estimated shipping date set in the future, you have pre-ordered that item. It will ship within 7-9 business days of the date indicated on the website at the time of purchase. You will receive order confirmation and shipping notification emails, as well as email updates should any other circumstances arise.
What if I need a suitcase for a rapidly-approaching trip?
We recommend purchasing an in-stock item and selecting express shipping! If you are concerned about whether your item will arrive in time, feel free to reach out to us on live chat or at firstname.lastname@example.org and we will give you as much information as possible.
If you have your heart set on an item that is currently only available for pre-order, we recommend pre-ordering that item well in advance of any travel you have upcoming. As part of our commitment to sustainability, we produce our stock in small quantities, which means we often sell out of items in between production seasons. We know this can be a sometimes frustrating side-effect of the transition toward more sustainable retail practices, and we’re here to help you in any way we can. If you have any further questions, feel free to reach out to us on live chat or at email@example.com for support.
Do you ship to P.O. Boxes?
Unfortunately, we cannot ship to P.O. Boxes or A.P.O addresses at this time. If you don’t have a residential address, please reach out to our team at firstname.lastname@example.org before placing your order, and we will do our best to assist you!
What is my order status?
We will email you at every step of the process, from purchase to post-delivery. You will receive an email confirmation of your order, a notification when your order is being prepared for shipping, a notification with tracking information when your order ships, and a check-in email after your purchase has been delivered to ensure you are happy with your Monos pieces. If you have any questions in the meantime, please feel free to contact us at email@example.com
Can I cancel my order?
Your purchase begins its journey to you as soon as you complete the checkout process. We unfortunately do not have a cancellation window. Once an order has begun processing, it cannot be altered.
If you wish to make changes to your order, please contact us via live chat or at firstname.lastname@example.org. Our team will do our best to accommodate your request.
What is Package Protection Shipping Insurance?
With more goods being purchased directly by consumers than ever before, sometimes bad things happen to good packages. Unfortunately, couriers often waive responsibility for these mishaps, or have convoluted and inconvenient methods for retrieval or replacement.
We created the Package Protection Shipping Insurance to offer you the ability to add peace of mind to your shopping cart. If you choose to purchase the Shipping Insurance, then should the worst happen and your package be lost, damaged, or stolen in transit, we’ll replace your order immediately, no questions asked. This saves you the time and energy of opening up a case with third-party couriers.
Returns & Exchanges
What are the details of the 100-day trial?
We’ve quality-tested our luggage and we’re confident that your luggage will stand up to the toughest travel conditions (but if it doesn’t, we have a warranty for that). While we’re convinced that you’ll love your Monos luggage from day one, we know that when it comes to look and feel, the hands-on approach is hard to beat. That’s where you come in! Our 100-day trial gives you time to ensure that your new suitcase is the right travel companion for you. We think the best way to do this is to pack it with a similar weight to what you’ll be travelling with and testing the luggage in an indoor environment. Size isn’t right? A little too heavy? Colour isn’t exactly you? No problem! Just initiate a return within 100 days of receiving your luggage.
Please note that our 100-day trial will be voided if your suitcase has been used in transit. Pack it up and roll it around your house to get a feel for it, but unfortunately, we cannot accept returns on suitcases that are in unsaleable condition.
The shipping cost of return will be deducted from your total refund, processed when your return arrives at our distribution center.
What is your return policy for all other items?
For bags, apparel, and accessories, you may initiate a return within 30 days of the delivery of your item. Items eligible for return must be in brand new, unused condition, with all original packaging intact. The shipping cost of your return will be deducted from your total refund.
What is your exchange policy?
If you wish to exchange an item, you will need to initiate a return for your original purchase, and make a separate purchase for the item you wish to receive instead. If you have any questions, please contact email@example.com for assistance.
Does your luggage have a lifetime warranty?
All Monos luggage purchased directly from us is backed by a lifetime warranty extended to the original owner of the item. Monos products purchased through authorized third-party retailers are also backed by our lifetime warranty.
The warranty covers:
Cracks or breaks in the shell
Wheels, handles, or telescoping handles that break off or are no longer usable
The warranty does not cover:
Cosmetic Damage: scratches, dents, dings, scuffs, stains, colour changes, normal wear and tear (including inner fabric), technological obsolescence, or other non-functional changes in the appearance of the product that occur during normal handling and use of luggage by any party and which do not impair the functionality of the product as luggage
Replacement of any non-defective parts in the luggage
Damage determined by us to be due to intentional abuse, modification, tampering, and/or alteration beyond what could be considered normal handling and use
In the event of a warranty claim:
If a part of your luggage is damaged, we will ship you a replacement part, with instructions for installation. Shipping and processing times may vary based on availability. We will ship you replacement luggage if defective components cannot be repaired or replaced. We cannot guarantee exact replacement of limited edition, discontinued, or out-of-stock items. We guarantee that the replacement luggage will be of equal or greater retail value to your original purchase. We make replacement decisions at our discretion and reserve the right to decline a warranty claim.
Does the Metro Collection have a warranty?
All Metro Collection items are backed by a 2-year warranty. The warranty only extends to the original owner of the item and is not transferable. This warranty extends to defective materials or components, but not to accidental damage or normal wear and tear.
Do the Compressible Packing Cubes have a warranty?
Our packing cubes are backed by a 2-year warranty. The warranty covers the repair or replacement of defective materials and components. It does not cover accidental damage or wear and tear.
Does the Kiyo UVC Water Bottle have a warranty?
The Kiyo UVC Water Bottle is backed by a 2-year warranty. The warranty covers the repair or replacement of defective materials and components. It does not cover accidental damage or normal wear and tear.
How do I make a warranty claim?
In the event of a warranty claim:
Using your original order number, please initiate a warranty claim here.
What will void a warranty:
We reserve the right to void this warranty if we determine a claim to be dishonest or fraudulent.