FREQUENTLY ASKED QUESTIONS

innovator product support

Although there is a key hole, the key is not attached.

Dial-type locks do not come with a key.

Keyholes are used by inspectors at TSA-compliant institutions (airports, etc.).

I forgot the PIN code for the combination lock.

We apologize for the inconvenience, but please try all possible combinations possible.

If you still can't release it, please apply from the repair window below. *This service is available for a fee.

Is overseas shipping possible?

We're sorry, but this is not supported at this time.

We are expanding operations across Asia so if you are within the region, feel free to reach out to us and inquire and we can direct you to the nearest innovator store or authorized retail partner.

Inquiries other than the above

Please contact us using the form below and someone from our team will get back to you at the soonest time possible.

What are INNOVATOR products made of?

Innovator suitcases can come in either Aluminum or Polycarbonate material.

Aluminum Material:

Innovator uses the same type of Aluminum which is used for the wheels of vehicles hence the excellent strength and durability of the suitcase.

Polycarbonate Material:

Lightweight and strong polycarbonate material is used. This kind of material is embossed to prevent scratches.

payment

What forms of payment does INNOVATOR accept?

Innovator works with PayMongo and we accept all general forms of payments.

We accept:

  • Credit/Debit Cards
  • E-Wallets (GCash, Maya, GrabPay)
  • Bank Transfer
  • Installment Payments (BillEase and Atome)

We are in the process of integrating a Cash-On-Delivery option but for now, this is currently unavailable.

How secure is INNOVATOR's payment process?

We work with our payment gateway partner, PayMongo.

PayMongo prevents fraud losses and disputes that may affect your business using real-time machine learning, 3D Secure authentication, and our internal risk parameters.

For more information on, kindly visit their website by clicking here.

Is VAT included in your pricing?

Yes. All prices on our website are VAT inclusive. For online purchases, VAT can not be claimed back.

shipping & delivery

How much are the Shipping Fees?

We offer Free Shipping for deliveries within Metro Manila.

For deliveries outside of Metro Manila, we charge a flat rate shipping fee of PHP 750.00

How long does it take for you to deliver?

For deliveries within Metro Manila, you can expect your purchase to arrive in 1-2 days time.

For deliveries outside of Metro Manila, delivery time is subject to our logistics partners but kindly refer to the estimated delivery times below:

Luzon (outside of Metro Manila): 3-7 days

Visayas: 5-10 days

Mindanao: 7-15 days

Please take note that above mentioned dates are just estimations based on previous experiences. Delivery times may be shorter or longer subject to logistics partner issues.

I am traveling tomorrow, can I expedite my order?

We are currently looking into this and we will update this section as soon as we are able to do same-day delivery so stay tuned.

In the meantime, if you are in a rush to get your innovator luggage, we suggest you visit your nearest innovator boutique store or kiosk.

returns & exchanges

Can I Return or Exchange my innovator?

We accept returns and exchanges of products only in the case of "defective products" or "delivery of products different from what you ordered."

In the case of defective products or incorrect delivery, please contact the customer service within one week after the product arrives.

Precautions on Returns & Exchanges

When the product arrives, please be sure to return the documents (delivery note, etc.) that were included with the product.

The replacement product will be shipped as soon as the returned product arrives at our company, we have confirmed that it has not been used, and we are able to prepare the corresponding product.

Please note that it takes about 10 days for the return from the customer and the delivery from our company.

Please note that we will only accept exchanges if the corresponding product is in stock.

Please note that if we cannot accept an exchange due to out of stock, etc., we will issue a refund.

When returning or exchanging products due to defective products, please be sure to contact us in advance and return them according to our instructions.

Certain items cannot be Returned or Exchanged

  • Products that are damaged or soiled due to the customer's responsibility
  • Due to customer's convenience (size does not match, color is different from customer's image, etc.) Please note that the difference between the color of the image and the color of the image will not be a reason for return.
  • If there is no request for return or exchange in advance
  • Items that have been used even once (items that have been clearly worn, not tried on)
  • Products that have passed one week after arrival
  • Items with missing tags or accessories
  • Used, modified, processed, washed, or cleaned
  • If the product has an odor attached to it by the customer (pets, cigarettes, cosmetics, etc.)
  • Items that are marked as non-returnable, such as sale items
  • If the condition at the time of return is significantly different from the condition at the time of delivery
  • Products without packages (bags/cases)
  • Products purchased outside of our online store

Shipping Fee for Returns & Exchanges

In the case of a return or exchange due to a defective product or incorrect delivery, we will pay for it, so please send it by cash on delivery.

*We are unable to refund the postage of packages sent by prepayment.

In case you have been granted a Refund

For returns due to reasons such as being damaged at the time of delivery by our company or the delivery company, we will refund the product price, shipping fee, and cash-on-delivery handling fee (if cash-on-delivery is used).

In the case of credit card payment, we will change the settlement amount through the credit card company.

At the time of the refund procedure, if the initial billing has been confirmed due to the closing date of the credit card used, it will be withdrawn once and the amount used in the following month will be offset or refunded.

The refund method differs depending on the card company. Please check the amount on the statement issued by your credit card company.

If the initial billing amount for the order is withdrawn, the refund will be made in the next month or the month after next, depending on the contract information of the customer's card. please note that.

Since the refund method includes the customer's card information, we will entrust the subsequent processing based on the card company's regulations.

If you have any questions, please contact your credit card company.

In addition, it may take some time for the refund information to be reflected. please note that.

Got questions? Write to us!