FAQ

Frequently Asked Questions

Shopping With Us

1. Do I have to set up an account to shop?

You are not required to set up an account in order to shop with us, but we recommend that you do so if you would like easy access to your entire order history. If you would like to set up an account, please go to Create Account.

2. I forgot my password--Can you help?

If you forget your password, just click on the Forgot Password? feature on the sign-in page and follow the instructions.

3. How can I make changes to my order?

Unfortunately, once an order has been placed, you are unable to make changes to payment, address, product selection, or shipment type.

You are welcome to return items within 30 days of receipt, and we offer free return shipping. The returned items must retain all tags and be unused, undamaged, and kept in their original packaging to qualify for a refund. In order to receive a full refund, you must also provide a reason for the return. Please include your RA number in your returned shipment, which our Customer Care Team will provide. You can reach them at help@tourparavel.com or (929) 900-6577. Returns that do not meet these criteria are subject to delays and, in rare cases, may be denied and sent back to the customer.

Items from kits or sets can be returned individually, but at the discounted price.

Please note that all sales of personalized items are final.

4. When will my order ship?

All orders placed before 1 PM are shipped that same day. Orders placed after 1 PM and orders placed on weekends and/or holidays will ship the next business day.

Payments

1. What payment methods do you accept?

We accept all major credit cards.

2. Do you offer gift cards?

Yes, you can purchase gift cards here.

3. When will I get my refund?

Once your return is received and processed, refunds can take up to seven days to show up on your account.

Promotional Codes

1. My promotional code isn't working--Can you help?

Please double check that you are entering the correct code. Your code may be expired or might be invalid on certain purchases. If you continue to experience difficulty checking out, please contact our Customer Care Team at help@tourparavel.com or (929) 900-6577.

2. How do I use my promotional code?

Once you’ve made your selections and added them to your shopping cart, please press the "Checkout" button. A window will appear with "+DISCOUNT" in the upper right corner. After clicking on that, you will be able to type in your promotional code and hit "APPLY". If you are having trouble with this, please feel free to contact our Customer Care Team at help@tourparavel.com or (929) 900-6577.

3. Can I combine promotional codes?

Our promotional codes cannot be combined.

Shipping

1. What shipping options are available?

Standard Shipping: 5-7 business days, free on orders of $75 or more.

Express: 2-3 business days, $55.00

Next Day Air: 1 business day, $75.00

2. How can I track my order?

You will be e-mailed a tracking number once your order has shipped. Please allow up to 24 hours after receiving your tracking number before checking on the status of your shipment.

3. Does Paravel ship internationally?

Yes, we ship to 242 countries with duties paid, so you have no additional charges when you receive your shipment. Please proceed with the normal checkout process for international orders. If your payment is declined for some reason, we suggest you try paying with PayPal.

4. Do you ship to PO boxes?

Yes, we ship to PO boxes and APO/FPO addresses.

5. Is a signature required for my order?

We do not require a signature on our packages when they are delivered.

Pre-Order

1. My item says pre-order--What does that mean?

We pride ourselves on superb craftsmanship, and in order to ensure excellence, we limit production quantities. If an item is unavailable to ship immediately, it will be listed as pre-order. These items are still available for purchase, and ordering one guarantees that your piece is reserved from our next delivery.

When an item must be pre-ordered, an estimated shipping date will be listed beneath the product description and in your cart. Once you’ve placed your order, you may contact us at help@tourparavel.com or (929) 900-6577, and we will be happy to keep you updated on its status.

2. When will my pre-ordered item ship?

When an item says “pre-order” an estimated shipping date will be listed beneath the product description and in your cart. Once you’ve placed your order, you may contact our Customer Care Team at help@tourparavel.com or (929) 900-6577, and we will be happy to keep you updated. It is important that your address is up-to-date before the order has shipped. We will not be able to make any changes to an order once it has shipped.

3. My pre-ordered item is taking too long--Can I cancel my order?

If your pre-ordered item has not been released to our warehouse team and it has not shipped, please contact our Customer Care Team at help@tourparavel.com or (929) 900-6577 to request a cancellation and refund.

Returns and Exchanges

1. What is the return policy?

You are welcome to return items within 30 days of receipt, and we offer free return shipping. The returned items must retain all tags and be unused, undamaged, and kept in their original packaging to qualify for a refund. In order to receive a full refund, you must also provide a reason for the return. Please include your RA number in your returned shipment, which our Customer Care Team will provide. You can reach them at help@tourparavel.com or (929) 900-6577. Returns that do not meet these criteria are subject to delays and, in rare cases, may be denied and sent back to the customer.

Items from kits or sets can be returned individually, but at the discounted price.

Please note that all sales of personalized items are final.

2. Can I cancel my order?

If your order has not been released to our warehouse team and it has not shipped, we may be able to cancel your order. Please contact us at help@tourparavel.com or (929) 900-6577 to request a cancellation.

If we are too far along in the order-fulfillment process to cancel your order, you are welcome to return your items within 30 days of receipt, and we offer free return shipping. The returned items must retain all tags and be unused, undamaged, and kept in their original packaging to qualify for a refund. In order to receive a full refund, you must also provide a reason for the return. Please include your RA number in your returned shipment, which our Customer Care Team will provide. You can reach them at help@tourparavel.com or (929) 900-6577. Returns that do not meet these criteria are subject to delays and, in rare cases, may be denied and sent back to the customer.

Please note that all sales of personalized items are final.

3. Can I exchange my items?

Please contact our Customer Care Team at help@tourparavel.com or (929) 900-6577 within 30 days of receipt in order to request an exchange. We will do our best to accommodate your request.

Damaged or Wrong Items

1. I received a damaged item or received the wrong item--What should I do?

We are very sorry this happened, and we will work quickly to resolve the issue. If you’ve received an item that is damaged or received the wrong item, please contact help@tourparavel.com or (929) 900-6577, and we will address this immediately. To expedite the process, please include a photo in an e-mail.

Care and Repair

1. How do I care for my pieces?

Following a few, simple care instructions will ensure the lasting quality of your Paravel pieces. Our signature canvas is water- and spill-resistant, so most stains will wipe off easily with a soft cloth and water. For more stubborn stains, use a natural, gentle household soap and a soft cloth. We do not recommend using abrasive household cleaners, as they can adversely affect the special coating on your Paravel bags. For the best results, treat stains as they occur.

In the event a particularly nasty spill does get the best of your bag, contact us at help@tourparavel.com or (929) 900-6577, and our Customer Care Team will help troubleshoot a solution.

Our leather is a natural calfskin without synthetic top finishes. Like any natural leather, it will develop a beautiful patina over time. We like to think of the leather’s changing appearance as a testament to the adventures you will have had together. For any specific issues, we recommend you speak to your local leather repair shop or treat at home with commercially available leather polishers and cleaners.

We stand by our materials and our commitment to quality. For any specific care questions or concerns not addressed here, please contact us at help@tourparavel.com or (929) 900-6577.

2. What’s special about your canvas?

We’ve worked to create a fabric that, in addition to being beautiful, is also durable and water-resistant.

3. Does Paravel offer repairs?

Cleaning and careful handling will extend the life of your items, ensure that they age beautifully, and help avoid natural wear-and-tear as much as possible. Please refer to our care information for more details.

We believe in the quality of our products and will be happy to answer any questions you may have. Please contact us at help@tourparavel.com or (929) 900-6577 for more information.

4. Is there a warranty for luggage items?

We believe in the high quality of our products. Please refer to our care guide for instructions on caring for your items.

In some cases, travel carriers may damage items. In these cases, the damage should be reported immediately to the carrier (e.g. the airline or railway company), who is insured against these types of incidences.

If you have additional questions, please contact us help@tourparavel.com or (929) 900-6577.

5. What should I do if my pieces are damaged while travelling?

In some cases, travel carriers may damage items. In these cases, the damage should be reported immediately to the carrier (e.g. the airline or railway company), who is insured against these types of incidences. 

Site Issues

1. Having trouble logging in?

Double check to make sure that your password and e-mail address are correct. If you are still having issues, try using the Forgot Password? feature. For any persistent problems, please contact our Customer Care Team at help@tourparavel.com or (929) 900-6577.

2. The page is not loading.

Try hitting the refresh button. If that doesn't work, ensure that you are running the most current version of Google Chrome, Safari, or Firefox, as our site is optimized for these browsers. If you are still having issues, please contact our Customer Care Team at help@tourparavel.com or (929) 900-6577.

Everything Else

1. Do your bags come with locks?

Our Grand Tour duffel bag and Stowaway collapsing suitcase feature durable two-way zippers that can be used with any TSA-approved lock.

2. Are your bags carry-on size?

Both our Grand Tour duffel and Stowaway collapsible suitcase meet the TSA's regulations for carry-on sizes.

3. Can I have my order gift-wrapped?

We are working to offer gift wrapping in the near future. If you’d like to be notified when this service is available, please contact us at help@tourparavel.com or (929) 900-6577 and sign up for our newsletter to be the first to know.

4. Can I have my pieces personalized?

We are happy to offer hand-painted, appliqued, and/or embroidered personalization in a wide range of colors, fonts, and designs. To customize your Paravel, select the personalization option on the product's page and follow the instructions before checking out. Please note, due to the nature of the hand-painting process, slight variations may occur in the final product. Please note that all sales of personalized items are final. For any specific requests or questions related to personalization, please contact us at help@tourparavel.com or (929) 900-6577.

5. Where else can I buy Paravel products?

Paravel products are available on our website at https://tourparavel.com and on Amazon.

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