Warranty details
Repair regulations
If an eligible product has an initial defect or malfunction within one year of purchase, we will accept returns for refunds, exchanges, or one-time free repairs after checking the product condition and purchase history.(If it is determined that the product cannot be repaired, it will be replaced with an equivalent product.)
Please check : The following phenomenon is not a malfunction, so please check before contacting us.
- The zipper pull may be sewn backwards on the interior fabric of your suitcase. This is a maintenance zipper. It is sewn backwards to make it harder to open, and is not a defect. Please note that you cannot open or close the zipper to put luggage inside.
- Any slight wobbling that may occur when the carry bar is extended is due to the product specifications and does not affect its strength.
- When extending the carry bar, the thick shaft may rise asymmetrically, but this is due to the specifications. First, extend the carry bar to the top, then lower it to adjust it in stages.
- The key is not included with this product as it is for airline inspection purposes only.
- The product is not locked when delivered. Please refer to the "TSA Lock Instruction Manual."
Not covered by warranty
●Damage caused during handling by the airline or other damage caused during transportation.
●Damage caused by improper handling or misuse.
Cosmetic damage due to normal use (wear and tear on casters, zippers, handles, etc., scratches, cracks on the body, dents, discoloration, etc.)
●Damage caused by repairs or modifications other than those at our repair center.
●Damage or loss of contents.
●Damages related to expenses associated with loss of use, loss of opportunity, etc.
Precautions during air transport
When you receive your baggage at the airport upon arrival, be sure to check your suitcase. If you notice any damage or abnormality in your suitcase, immediately obtain a "Damage Certificate" issued by the airline you are flying with at the airport. You may be able to receive compensation from the airline. Damage caused during air transport is not covered by our warranty.
*For details, please contact the airline you will be using.
Returns and Exchanges
For returns and exchanges, please click here.
Contact Information
New Trip Customer Center
Please contact us using the inquiry form.
(Weekdays 10:00 - 18:00 Closed: Saturdays, Sundays, public holidays, and New Year's holidays)
Email address: newtrip1021@gmail.com
Address: 1-70-4 Nisshincho, Kita-ku, Saitama City, Saitama Prefecture, 331-0823
FAQ
We have compiled a list of frequently asked questions from our customers. If you have any questions, please contact us by email.
newtrip1021@gmail.com
New Trip Brand Introduction
Newtrip.online is the official website of New Trip, a popular travel brand in Japan, providing customers with an exclusive brand experience and reliable purchasing and after-sales services .
Our products are sold on online platforms such as Amazon, Rakuten, and Yahoo! Shopping , as well as offline stores such as Yodobashi Camera , and have earned a high level of trust from each platform.
What are the benefits of purchasing from the New Trip official website?
When you purchase through New Trip's official website, you can enjoy the following special benefits:
✅Authenticity Guaranteed: All products are shipped from New Trip's official warehouse , not from the warehouse of a shopping platform. We only deliver authentic products .
🎁Official website exclusive benefits: We offer special time-limited sale discounts on carefully selected products every day. In addition, we are currently running a campaign exclusive to the official website where you can receive a free suitcase caster cover with purchases of 10,000 yen or more.
🛠Dedicated After-Sales Service: Get a 2-year warranty plan exclusively available on our official website, and enjoy one-on-one customer support.
🚚Fast Shipping: Ships directly from our official warehouse in Saitama Prefecture. Enjoy peace of mind with our reliable Yamato Transport service, delivering anywhere in Japan in 2-5 days . Faster than other platforms, you can rest assured your order will arrive safely .
💴 Secure Payment: We partner with KOMOJU , a leading Japanese payment service, and accept a variety of payment methods , from credit cards to QR code payments , for safe and smooth payments.
If I'm not satisfied with my purchase, can I return it?
Yes, we offer a 10-day no-questions-asked return policy . You can easily request a return or exchange online, and our dedicated customer support team will assist you with any queries.
Our goal is to ensure that you can order with confidence and receive products that will satisfy you .
What should I do if the suitcase I purchased is damaged during use?
Suitcases purchased on our official website are eligible for a 2-year warranty (1-year on other platforms).
If there is a quality problem with your suitcase within the warranty period, we will guide you through the replacement or repair process within 24 hours , all free of charge .
Can I purchase New Trip suitcases at offline stores?
Yes, you can purchase New Trip suitcases at Yodobashi Camera offline stores.
You can consult with a store staff member at your nearest Yodobashi Camera store, see and try out the suitcases, and then consider purchasing them.