Shipping, Returns and Exchanges
Shipping Information
Shipping Fees
Shipping fees will be charged as follows, depending on the total product amount and delivery region.
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For orders under ¥2,000 (tax included):
- Nationwide flat rate: ¥280
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For orders ¥2,000 (tax included) or more:
- Hokkaido / Kyushu: ¥500
- Okinawa Prefecture: ¥2,000
- Other regions: Free Shipping
*Deliveries are limited to Japan. PO boxes or delivery addresses where purchased products may be forwarded from the specified delivery address are not allowed.
You can specify the delivery date and time for most products.
Delivery time slots: Morning (8:00 - 12:00) / 12:00 - 14:00 / 14:00 - 16:00 / 16:00 - 18:00 / 18:00 - 21:00
*If you specify a delivery date and time, delays may occur due to unavoidable circumstances such as natural disasters, inclement weather, or traffic conditions on the day of delivery.
If you do not specify a delivery date and time, delivery will be made within 2-5 business days from the order date.
(Excluding consecutive holidays, year-end and New Year holidays, etc.)
Returns and Exchanges
If you are not satisfied with the product upon receipt, or if there are any issues such as initial defects, please contact our customer support at newtrip1021@gmail.com. Our staff will promptly and responsibly handle returns, exchanges, and other related matters.
For returns/exchanges due to our company's reasons (initial defects, incorrect items, damaged items, etc.), we will bear the round-trip shipping costs.
For returns/exchanges due to customer's reasons (size exchange, color exchange, etc.), the customer is responsible for the round-trip shipping costs.
Please note that we may not be able to accommodate your request depending on the condition of the product you return.
Also, if you wish to exchange an item, please be aware that we may not be able to accommodate your request depending on the product's stock availability.
Returns and exchanges will be refused if any of the following apply:
・Made-to-order products, custom luggage orders
・Products with initialing or hot stamping.
・If the product has been used (product tags removed), or if there are signs of use after delivery (wrinkles, creases, scratches, stains, odors, marks on coin cases or card slots, etc.)
・If a part of the product or accessories are missing upon return. For products that include a warranty, please return the warranty documents as well.
After confirming the condition of the returned product, we will proceed with the return or exchange.
For more details, please contact our customer service center.
Refunds will be issued to customers who purchased the product using the same payment method as the original purchase.
After confirming your inquiry, our customer service center will guide you through the product return/exchange and refund process.
Contact Information
New Trip Customer Center
Please contact us via the inquiry form.
(Weekdays 9:30 AM - 7:00 PM / Closed: Saturdays, Sundays, national holidays, and year-end/New Year holidays)
Email address: newtrip1021@gmail.com
Location: 1-70-4 Nisshin-cho, Kita-ku, Saitama-shi, Saitama 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?
【Returns and Exchanges Due to Product Defects】
While we strive for the highest quality in our products, if you receive a product with initial defects or damage, we will accept returns or exchanges. In such cases, we will bear the full cost of return shipping.
【Returns and Exchanges Due to Customer Convenience】
For returns or exchanges due to customer convenience, such as "different from what I imagined" or "ordered the wrong item," we will only accept unused and unopened products. Please note that in such cases, the return shipping cost will be borne by the customer (prepaid).
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.