questions for chester

All

General

Other

Product

Return Policy

Shipping

How can I get in contact with you?

Shoot us an email at [email protected] and we’ll get back to you as soon as possible!

Please send us any relevant details—like an order number, photos, or anything else that might help and we’ll be able to take care of it even faster.

Why don’t your suitcases include battery chargers?

Current airline policies, including FAA and TSA regulations, only allow spare lithium battery chargers if they are removed from the luggage and kept with the passenger in the aircraft cabin. Why go through this hassle when there are plenty of charging stations in the airport 🙂

Can I cancel or change an order after I’ve placed it?

Our team moves quickly to get your order shipped out ASAP, which means that we aren’t able to make any changes to an order once it’s been placed.

How do I clean my suitcase?

Scuffs and spills happen. Clean your bag’s exterior shell and interior nylon lining using a soft, damp cloth, warm water, and mild soap. It’ll scrub right up. If the shell of your suitcase picks up a mark that soap and water can’t handle, try using a magic eraser to buff it away.

Is your luggage waterproof?

Our luggage is water-resistant, but not 100% waterproof!

Can the suitcases be stored within each other?

Yes! We designed our luggage so that all the sizes fit neatly inside of each other. The Minima carry-on can fit neatly inside of the Regula medium checked luggage. The Regula medium checked luggage will fit inside of the Maxima large checked luggage, so you can easily stow up to three suitcases when you’re not on the road.

Is your laundry bag waterproof?

Our laundry bags are made from water-resistant nylon. While they do a great job at keeping your clean clothes separate from your dirty ones, they aren’t 100% waterproof.

What is your warranty?

The CHESTER is covered by a 10-year limited warranty, which covers any damage to the shell, wheels, handles, zippers, or anything else that functionally impairs the luggage. We’ve done rigorous testing and are confident in the durability of our products. If anything breaks, we will fix or replace it. You can find more details by browsing our warranty page.

What is this 100-day trial all about?

We are confident in our product and want to give everyone the opportunity to make sure they really love their luggage before they decide to keep it, so we offer a 100-day trial (if purchased through our website). If at any point in the first 100 days you decide it’s just not for you, return it for a full refund—no questions or gimmicks. Just shoot us an email at [email protected], and we’ll send you a free shipping label.

Please note that some retailers that sell our products such as Amazon.com only allow a 30-day trial/return period. If you purchased through one of these retailers please reach out to us and we will try to accommodate a longer period.

Can I tell you about my experience on social media?

We’d love for you to share your travel experience. Find us @chestertavels.

How do I track my order?

You can track your order if you created an account or through our order tracking page. If you are having issues you can request your tracking number by emailing [email protected].

How long will my order take to ship?

Our luggage ships out of our facilities 1 business day after you place your order. Once it ships, you’ll receive a shipping confirmation email with a tracking number. After shipment, the luggage takes 2 business days in transit to arrive at your door.

Do you ship to PO or APO boxes?

Unfortunately, our shipping partners cannot ship to PO or APO boxes.

How much does shipping cost?

Shipping and returns are on us – we wouldn’t have it any other way!

Where do you ship?

We ship everywhere in the US, including Alaska and Hawaii.

I didn’t receive my order confirmation. What do I do?

If you do not receive your order confirmation please email us with the date when the order was placed and the email you used for checkout at [email protected].

We also suggest checking your spam. In the even our email was in spam, please “unspam” it so you receive our future emails ?

How do I set up my TSA lock and combination?

For the initial setting, ensure the combination is set to “0-0-0”. Then, using a pen tip, push the lock faceplate’s reset button (small square with a circle to the left of combination) so that it stays down. Slide each number wheel to the 3-digit combination of your choice. Slide the unlocking mechanism so that the reset button pops back to its starting place. Your lock is now reset to your chosen 3-digit combination.

Please note that once you set your lock, no one else will know how to get in your bag—and that includes us. We suggest emailing the combo to yourself, tucking it into your passport, or saving it under a contact in your phone—anything to make sure you don’t lock yourself out.

You can find the full TSA lock instructions here.

Why do your suitcases come with TSA locks?

CHESTER’s integrated TSA lock uses zipper pulls to secure your luggage from unwanted access. Authorized TSA personnel will always be able to open your case for inspection, if necessary.

To unzip your new CHESTER, first open your TSA lock by following these steps: Set the number wheel to read “0-0-0.” With the front of the case facing you and the two zippers locked into the faceplate, slide the unlocking mechanism to the right. Your zippers will pop up, and your case will now be unlocked.

Is CHESTER coming out with more products?

We are a bootstrapped family-owned company and did not anticipate such positive feedback and rapid growth. Expect new products and colors in 2020!

Why is your product so affordable?

We know that price is a major consideration, which is why we work hard to keep our prices fair. Other luggage companies pass on a bunch of markups such that the brand, investors, distributor and retailer can all take their cuts before the luggage even gets to the customer. Since CHESTER sells directly to customers, we’re able to eliminate the middleman, passing along the savings while offering high-quality products.

What is so special about CHESTER?

Whether you’re a frequent business traveler or someone who only gets away for a few short trips a year, the CHESTER is the perfect carry-on for any occasion. The CHESTER features an unbreakable exterior, maximum packing space, ultra lightweight mold, 360° spinner wheels and TSA-approved combination lock – all at a fair price.