FAQ

Frequently Asked Questions

Aviator Warranty

We stand behind the high quality of our products. We want you to be able to expand your horizons through travel without worrying about your luggage. That is why we provide a 5-Year Limited Warranty on our Aviator bags.

1. What does the 5-Year Limited Warranty Cover?

Paravel will cover manufacturing defects (meaning a defect in certain components or elements that prevents the Aviator bag from functioning properly), wear and tear (which means unintended deterioration after proper use, excluding cosmetic damage), and structural damage to the Aviator bag, subject to the exclusions below. The components we cover are the TSA Lock, telescopic trolley handle, wheels, corner protectors, top and side handles, and TPU leather strip.

2. What is not covered by the 5-Year Limited Warranty?

We cover damage to only the components listed above. We don’t cover intentional damage to the bag or cosmetic damage (like scratches, fading, and stains). We also don’t cover damage caused by any travel carrier (such as airline, rail, bus, or cruise operators). In these cases, the damage should be reported immediately to the carrier, who may be insured against these types of incidents. We also do not cover consequential damages such as loss or damage to the contents of the Aviator bag, loss of use, and similar expenses.

3. Who is covered by the 5-Year Limited Warranty?

You are covered if you are the original retail purchaser or a person who received the Aviator bag from the original purchaser as a new and unused gift. This includes purchasers who bought the bag directly from Paravel or from one of Paravel’s retail partners or wholesale channels.

4. How do I show that my Aviator bag is covered by the 5-Year Limited Warranty?

You will need to provide the model number printed in your bag and proof of purchase that shows the Aviator bag was purchased within the last five years. Proof of purchase is an original or copy of the sales receipt for the Aviator bag or the purchase invoice. This proof of purchase must show the date of the Aviator bag’s purchase.

5. How do I get service under the 5-Year Limited Warranty?

If your Aviator bag requires warranty service, please fill email help@tourparavel.com or give us a call at (929) 900-6577 to file a warranty claim. We will provide instructions for you to send your bag to Paravel for service at no cost to you. If your bag is not covered by our limited warranty, we will give you an estimate of the repair and shipping costs so you can decide if you want to proceed with the repair.

6. What will Paravel do if my Aviator bag requires service under the 5-Year Limited Warranty?

If the required repairs are covered by the 5-Year Limited Warranty, we will either repair the bag or replace it and ship it back to you at our expense. If a replacement bag is not available, we will replace the Aviator bag with a bag of comparable value or give credit towards a future purchase on tourparavel.com. If your Aviator bag requires repairs that are not covered by the 5-Year Limited Warranty, we will provide you with an estimate for the repairs and the cost of shipping the bag back to you.

DISCLAIMERS

TO THE EXTENT PERMITTED BY APPLICABLE LAW, PARAVEL DISCLAIMS ANY AND ALL STATUTORY OR IMPLIED WARRANTIES, INCLUDING, WITHOUT LIMITATION, WARRANTIES OF MERCHANTIBILITY, FITNESS FOR A PARTICULAR PURPOSE, AND WARRANTIES AGAINST HIDDEN OR LATENT DEFECTS. SOME STATES OR OTHER JURISDICTIONS DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS, SO THESE LIMITATION MAY NOT APPLY TO YOU. SOME STATES OR OTHER JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF IMPLIED WARRANTIES, SO THE ABOVE EXCLUSIONS MAY NOT APPLY TO YOU. YOU MAY ALSO HAVE OTHER RIGHTS THAT VARY FROM STATE TO STATE AND JURISDICTION TO JURISDICTION.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW AND EXCEPT AS SET FORTH IN THIS LIMITED WARRANTY, IN NO EVENT WILL PARAVEL BE LIABLE FOR SPECIAL, INCIDENTAL, CONSEQUENTIAL OR INDIRECT DAMAGES ARISING OUT OF OR RELATED TO THE AVIATOR BAG OR ITS USE BY YOU OR ANY THIRD PARTY, WHETHER UNDER THEORY OF CONTRACT, TORT (INCLUDING NEGLIGENCE), INDEMNITY, PRODUCT LIABILITY OR OTHERWISE. THIS LIMITATION WILL APPLY EVEN IF PARAVEL HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGE. PARAVEL’S TOTAL LIABILITY WILL NOT EXCEED THE PURCHASE PRICE PAID FOR THE AVIATOR BAG GIVING RISE TO SUCH LIABILITY. SOME STATES OR OTHER JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THESE LIMITATIONS AND EXCLUSIONS MAY NOT APPLY TO YOU.

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?

Featherlight Nylon items and purses (per unit)
Ground 2-3 business days-starting at $5
Next Day Air- starting at $10

Weekender and Duffles (per unit)
Ground 2-3 business days- starting at $12
Next Day Air- starting at $25

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. International shipping options should be visible at checkout, but if you have any questions please reach out to help@tourparavel.com.

4. Do you ship to PO boxes?

Yes, we ship to PO boxes, but not to 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?

We accept returns and offer free return shipping. You must ship your return within 30 days of the original delivery date. The returned items must not be used or damaged and must be in their original packaging. To start a return, please e-mail help@tourparavel.com or call (929) 900-6577. When shipping your return, make sure to include the original invoice.

Final-sale and personalized items cannot be returned or exchanged.

2. Can I cancel my order?

Our warehouse team works to ship orders as soon as possible, so once an order is placed, our team begins working on the order almost immediately. We therefore cannot cancel any orders and will happily assist you in processing a return if you no longer want your order.

3. Can I exchange my items?

We cannot process exchanges. Instead, please start a return and purchase the desired item at https://tourparavel.com.

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. For 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.

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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