Maintenance & Repair

This is the comprehensive support page for T&S suitcase repairs.
Repairs are available even for suitcases with an expired warranty.

Please note that damage incurred during airline handling or other transit is not covered by the warranty.
For more details on warranty coverage, please refer to [About Warranty].

If you have lost your keys, please verify the correct key number and purchase a replacement.

Purchase a Replacement Key

Repair Process & Request

• Before Requesting a Repair

  • Product details required: You will need your product number and size to apply. Please refer to [How to Identify Your Product] to check these details.
  • If the product number is unknown: Please contact us with a photo of the overall suitcase, along with a photo of the damaged part.
  • Discontinued items: If parts are no longer in stock due to discontinued items or discontinued production, we will either notify you that it cannot be repaired or suggest a repair using alternative parts.
  • Repairs under warranty: Please prepare your receipt, invoice, or any other proof of purchase showing the date of purchase.
    (Whether a repair is free or paid is determined by the product warranty card. Disclaimer items listed in the warranty will incur a fee.)

• Repair Request & Product Shipment

  Please complete and submit the Repair Request Form with the required information.
  After reviewing your request, one of our representatives will contact you by email or phone.
  For paid repairs, we will provide you with an estimated repair cost before proceeding.
  (Please make sure you can receive emails from @tands-luggage.jp.)

  Repair Request Form

  You can also use our Replacement Luggage Rental Service while your suitcase is being repaired.

  Replacement Luggage Rental Service

  Round-trip shipping costs are included in the repair fee.
  For customers living on remote islands within Japan, an additional shipping fee of ¥3,500 will apply.
  *No shipping charges will be incurred for repairs covered under warranty.

  [Repair Shipment Address]
  T&S Co., Ltd. – Customer Service Center
  758 Naganuma, Kasukabe-shi, Saitama 344-0123, Japan
  TEL: +81-48-718-0885

  [Repair Inquiries]
  T&S Co., Ltd. – Customer Service Center
  TEL: +81-48-812-5130

  Business Hours: Monday–Friday, 10:00 a.m. – 5:00 p.m. (JST)

• Repair Inspection & Estimate

  Once your suitcase arrives at our Customer Service Center, we will inspect it and provide you with a formal repair estimate by email or phone.

  The estimated repair time is approximately 1 week to 1 month, depending on the repair required.

  After reviewing the estimate, you may choose to cancel the repair request, in which case your suitcase will be returned to you.
  Please note that cancellations cannot be accepted once the repair work has begun.

• Return Shipment of Repaired Product

  Once the repair has been completed, please pay the repair fee using one of the following payment methods:

  Credit Card
  Cash on Delivery (Sagawa Express)
  Bank Transfer

  After payment arrangements have been completed, your repaired suitcase will be returned to you via Sagawa Express.
  (For customers living on remote islands within Japan, a different shipping carrier may be used.)