FAQ

About Keys

If I have lost the key to my suitcase, is it possible to purchase a replacement key only?

Yes, it is possible.
When purchasing a key, the key number is required. Please confirm the key number to be purchased based on the following information:

Case 1 : If there is a model number found on the lock
If there is a three-letter alphabetical model number (e.g., YiF or SNX), please check the three-letter alphabetical model number and the three-digit identification number.
Photo①：Alphanumeric three-letter model number engraved on the lock (e.g., YiF, SNX)
Photo②：Three-digit identification number engraved on the cylinder (e.g., 201, 158)
In the case of a photo, the key number would be ‘YiF-701.’
Note: TSA002 or TSA007 is not the key number.

Case 2 : If there is no model number found on the lock:
If there is no three-letter alphabetical model number (e.g., YiF, SNX)　found on the lock, the three-letter alphabetical model number specifically refer to YiF.
please check the three-digit identification number engraved on the cylinder.
Photo①：Three-digit identification number engraved on the cylinder (e.g., 201, 158)
In the case of a photo, the key number would be ‘YiF-702.’
In the case of a photo, the key number would be ‘YiF-702.’

How to Purchase a Key:
Keys with engraved model numbers like ‘YiF’ or ‘SNX’ can be purchased from the LEGEND WALKER ONLINE store.(https://legend-walker.com/collections/key)
If keys with model numbers like ‘PKE’ or ‘KSO’ are engraved, or if the corresponding identification number is not found at LEGEND WALKER ONLINE STORE, please click the ‘Key Information Request’ form for further support.
※Please also provide the recipient’s postal code and address in the contact form.

Key Information Request:

• Alphanumeric three-letter model number engraved on the lock （Reference: Photo①in Example 1, e.g., PKE, KSO)(Not required if not available.)
• Three-digit identification number engraved on the cylinder (Required Fields) (Reference: Photo ②in Example 1, e.g., 201, 158)
• Suitcase model number or overall photo of the suitcase (In case the model number is unknown)
• Please provide the recipient’s postal code and address in the contact form.

Once confirm the above, we will contact you again regarding the shipping method, cost, etc.

What should I do if the combination lock is not opening.

First, please try the number you have in mind once again. When trying, make sure to align the numbers properly, as misalignment may make it difficult to open.

If you have tried the above and it still doesn’t open, there are 3 possible solutions:

• Try all numbers from 000 to 999 on your own.
• Send it to us for repair, and we will unlock it and return it to you.
• Request locksmith services locally, but please note that we cannot cover the costs in such cases.

Please note

※ There is no method to open it other than the master key held by TSA officers in the United States.

※ While we can unlock it if you send it to us, it may take some time before we can return it, so please set the dial code carefully.

※ We cannot guarantee or be responsible for any damages caused by the combination lock not opening. Please consider this beforehand.

How to set the combination lock?

The combination lock setting methods can be broadly categorized into three patterns:
a) Pressing the Reset Button to set
b) Setting while Holding Down the Unlock Button
c) Setting using the Switch on the Back of the Lock

If your case falls into one of these three patterns, you can refer to the following photos and instructions for guidance.
Detailed combination lock setting instructions for each product are included in the accompanying manual.

※When setting the combination lock, please perform the operation with the suitcase open.

a.’Pressing the Reset Button to Set’ Pattern (*Photo is an example.)

• Confirm that the combination lock is in the factory-set ‘0-0-0’ position.
• Use a fine-tipped tool like a ballpoint pen to press the reset button until you hear a ‘click’ sound.
• Adjust the dial and set your desired combination (e.g., 8-8-8).
• Press the unlock (slide) button and confirm that the reset button has returned to its original state.

b.’Setting while Holding Down the Unlock Button’ Pattern (*Photo is an example.)

• SConfirm that the combination lock is in the factory-set ‘0-0-0’ position.
• Keep the unlock button pressed and adjust the dial and set your desired combination (e.g., 8-8-8).
• Release the pressed unlock button to confirm the number is finalized.

c.’Setting using the Switch on the Back of the Lock’ Pattern (*Photo is an example.)

• Confirm that the combination lock is in the factory-set ‘0-0-0’ position.
• Align the lock setting switch on the back of the lock to ‘SET’ (or ‘B’).
• While in the ‘SET’ (or ‘B’) position, adjust the dial and set your desired combination (e.g., 8-8-8).
• Then push back the lock setting switch to ‘OFF’ (or ‘A’).

I forgot the password of the combination lock. Can it be reset?

The combination lock does not have a reset function. If you have forgotten the set combination, please first try any numbers that come to mind.

If you have tried the above and still cannot open the lock, there are two possible solutions:

• Attempt all numbers from 000 to 999 on your own.
• Send the product to us for repair, where we will unlock it and reset it to the default ‘000’ combination before returning it to you.

What is the keyhole on the combination lock for?

the combination lock is designed to set and use a three-digit dial combination.
The keyhole near the combination lock is intended for TSA officers to unlock using a special master key when the suitcase is checked at the airport.
Therefore, no key is provided, nor we sell the specialized master key.

About Products:

What is the purpose of the zipper without a pull inside the suitcase?

The zipper without a pull inside the suitcase is designed for only maintenance purposes such as repairs.
Please don’t open it and store your belongings inside.

What should I do if there is an issue with the suitcase I received at the airport.

After obtaining a damage certificate from the airline you used, please proceed to file a claim with your insurance company.

Is it allowed as carry-on suitcase

The size varies depending on the suitcase you have.
For Japanese domestic flights, the total dimensions (height × width × depth) of the suitcase must be within 100 cm for carry-on.
For international flights, the total dimensions should be within 115 cm for carry-on.
※ Please note that these dimensions may vary by airline. it’s recommended to contact the specific airline you are using for detailed information

What should I if the lock is broken and the suitcase cannot be closed?

If the lock is broken, repairs are possible .

We also offer repairs for parts or any malfunctions in the main body.
For more details, please contact our repair service

What should I do if I don’t know the product number?

Please check the tag inside the suitcase
※Some products may not have tags.
※The attachment position of the tag varies depending on the suitcase type.

If you could send us photos of your product through the inquiry form, we will be able to identify the model number for you. When sending photos, please include pictures of the front and back (the larger surface area) of the suitcase, along with the vertical dimensions of the suitcase body (excluding the Wheels and handle).

What should I do if the Telescopic handle is not symmetrically fixed

Please pull the telescopic handle all the way up and then lower it to the desired height.
Please note if you perform incremental adjustments without pulling it all the way up, you may experience issues such as the bar not being securely fixed and difficulties moving it up or down smoothly .
Additionally, there is a slight allowance to ensure smooth adjustment of the telescopic handle, which may result in a minor wobbling effect.

Information about carry-on bag

For general Japanese domestic and international flights, the typical allowable carry-on size is a total of 115 cm for the three dimensions, and a weight of up to 10 kg.
Please note that these dimensions may vary by airline, so please contact the airline you are using for detailed information.

About free check-in with airlines

Many international airlines allow free check-in for sizes up to a maximum total of 158 cm.
※Please note that criteria may vary by airline, so please inquire with the airline you are using for confirmation

About Repairs

How can I request a repair?

Please kindly click on therepair request formto submit your repair request.
Or Please call our dedicated service hotline at (+81)-48-812-5130 .

Is it possible to bring a purchased item to a store for repair?

It may be possible to bring the suitcase to the store where you have purchased for repair.
In the event of damage during transportation or initial defects, please contact the store for assistance.

What documents are required when requesting a repair?

Please provide the product model number, size, repair details, and attach photos of the damaged area as much as possible when submitting a repair request

If the product is within the warranty period, how will it be processed?

If material or manufacturing defects are recognized during the warranty period, we will process free repairs (or replacement with an equivalent product if repair is deemed difficult).
Please attach a receipt or invoice that indicates the purchase date and product name when submitting a repair request.
※ Please note that some cases may be excluded from warranty coverage. Check the product warranty certificate for details

Can I send in a repair item directly without inquiring first?

Please contact us through the repair request form in advance,as some products may have been discontinued or production has ended, making repair parts unavailable, rendering them unrepairable.
In case of insufficient stock of repair parts, there may be a wait until the parts arrive, and we will inform you of the expected delivery time when you inquire.

Is it possible to receive a repair estimate or an irreparable certificate?

yes , we can issue a Repair Estimate’ or ‘Certificate of Irreparability’ for submission to airlines or insurance companies.

1) ‘Repair Estimate’ is issued after physically receiving the item and confirming the repair areas and damage status.
Please undertsand that we can provide an approximate repair cost but cannot issue a repair estimate, in case you cannot send the item for repair.
2) ‘Certificate of Irreparability’ is issued only if we determine that repair is difficult after confirming the photos or physical condition of the item.
please note that It cannot be issued if repair is possible.

Does a warranty cover products purchased as outlet items?

While some outlet items may come with a ‘Product Warranty Certificate, they are generally not covered by the warranty, and repairs are offered at a fee.

Is there a dedicated repair hotline?

Yes, Please Phone our dedicated repair hotline at (+81)-48-812-5130 .

About Returns:

What should I do if I want to return a product?

Please inquire with the store where you made the purchase regarding the return and refund policy, if you wish to return a product.