FAQs

Where can I purchase Briggs & Riley products?

Where do I purchase Briggs & Riley products?

You can purchase Briggs & Riley products on our website.  Simply click 'add to cart' on any product detail page you are viewing.  Our products also available at specialty luggage and select department stores. To find a store near you, please click on the following link:

FIND A STORE

If you cannot find what you are looking for, please call our Consumer Hotline at 888-462-2247.You can also purchase Briggs & Riley online on our site.

How can I order a replacement part for my bag?

I lost my accessory, (ID Tag, Quick Release Strap Garment Sleeve) can you send a replacement to me ?

Briggs & Riley does not replace any lost or stolen items. However, you can purchase replacement accessories on our website. 

VIEW TRAVEL BASICS

If you can't find the accessory that you are looking for, please call our Consumer Hotline at 888-462-2247.

How do I clean my bag?
How do I clean my bag?

Ballistic nylon and nylon bags can easily be cleaned with a soft, damp cloth. For stains we recommend using a luggage cleaner. Adhesive lint brush rollers work great to remove lint, fuzz balls and dust as well.  For leather bags we recommend using leather conditioner to clean, protect and polish the bag.
How do I know if my bag is considered a carry-on bag?
How do I know if my bag is considered carry-on?

Different airlines have different size restrictions. It is best to contact the airlines to make sure your luggage is considered a carry-on. The general rule of the thumb is 45 linear inches (the length+ the width + the depth = the linear inches).
How do I order a Briggs & Riley catalog?

How do I order a catalog?

To order a catalog, please send us an email via our CONTACT US page.  We'll gladly mail you one!

(Don't forget to include your full mailing address!)

How do I set the TSA combination lock? (Styles: ACC-W14, ACC-W15)

How to set your TSA Cable Lock? (Styles: ACC-W14, ACC-W15)

Step 1. 

Set dials to factory preset combination: 0-0-0. 
  
Step 2. 

Open the lock by pressing down on the rubber button on the side of the lock. The cable tip will be released. 
 
Step 3. 

With a pen, push the bottom button (1) in the direction of the arrow. Hold it until completing the next step. 
  
Step 4. 

Turn the dials (2) to your desired personal combination. 
 
Step 5. 

Release the bottom button (1) and insert the cable tip into the hole.
 
 
This cable lock may be opened by Transportation Security Administration(TSA) agents utilizing a secured access device, independent from your personal combination.
 
 
 

How to set your TORQ combination lock
All Briggs & Riley Torq Spinners come preset with the lock combination 0-0-0 on the Control Panel™. To reset your combination:

Step 1: Unlock the zippers by pushing the Slide Release Button, located next to the zipper pulls on the Control Panel™.

Step 2: Zip open the bag, lay it open on a flat surface, and then unzip the u-zip lid pocket.

Step 3: Locate the Lock Access pocket (it’s inside the bag, directly underneath the Control Panel™). Unzip this pocket.

Step 4: Inside the Lock Access pocket, there is a small, square, orange tab. Using your fingers or a pen, pry off this plastic tab and discard it.

Step 5: Once the tab is removed, you’ll see the L-Track Toggle. It looks like a small metal lever.

Step 6: Push this Toggle along the L-Track: first over, then up. The Toggle will lock into the new position.

Step 7: Return to the Control Panel™ on the outside of the bag, and set your new 3-digit combination.

Step 8: Go back to the Lock Access pocket and push the Toggle back down. It will easily pop back into place.

Step 9: You have finished resetting your lock. Now you can open the main and front compartments with your new personalized combination. Simple as that®.
Can I order parts to repair my bag?

We’re pleased to inform you that our Self-Repair kits are available on our website.  These kits are ideal for do-it-yourself repairs on wheels and feet, zipper pulls and carry handles.  You will find the kits categorized by collection so you can easily identify the appropriate kit for your need.


Save the time and the expense of shipping your bag to us for repair and expedite the process by taking advantage of our Self-Repair kits.  Simply choose the parts you need and we’ll ship them anywhere in the United States for a $7.50 handling fee per item plus shipping.

What does 'Travel Sentry Approved' mean?
What makes a laptop bag or sleeve checkpoint friendly?
In the judgment of the manufacturer, a bag or sleeve meets checkpoint friendly guidelines, if the bag or sleeve provides a clear X-ray image of the laptop computer.  In practice, this means that the X-ray image must be clear, without obstruction, from content like power cords or from the bag itself.  The Transportation Security Administration (TSA) itself does not designate bags or sleeves as checkpoint friendly.
Does Briggs & Riley Offer pricing protection?
Briggs & Riley’s pricing policy for sale items is as follows: promotions are effective only within the dates specified.  Price adjustments will not be made for purchases made prior to promotional events, nor will special pricing be offered after the event has ended.

If you have any questions, please contact our customer care representatives at 1-877-745-3978 or email us at customercare@briggs-riley.com

Does Briggs & Riley Ship Internationally?

We are pleased to announce that Briggs & Riley now ships to over 200 countries.

We have partnered with Bongo International to service our international customers. Bongo International (in coordination with Briggs & Riley) is responsible for all billing, shipping and customer service related to your international order.

Here's how to place an International Order:

  • Select your items and add them to your shopping cart.
  • Once you select country beside the United States on the Billing & Shipping screen, you will receive a pop-up message notifying you that your current cart will transferred to Bongo International for checkout
  • Upon completion of your order, Bongo International will charge your credit card for the entire purchase. You will receive your order confirmation directly from Bongo International containing your Unified Bongo tracking number.
  • Bongo International will process your order (including billing, shipping and customer service) and guarantee delivery.

Once your order is completed, all inquiries should be directed to Bongo International at: Support@BongoUS.com.

If you need assistance placing your international order or have questions, please contact BongoUS at 1.203.683.4894 or email Support@BongoUS.com. All payment and shipping questions should be submitted to Support@BongoUS.com.

Please note that for international sales, all sales are considered final and no returns will be permitted. Please note that all free shipping offers on orders $99+ is for domestic transport only. Briggs & Riley will transport all $99+ orders to Bongo US who will process your purchase for international delivery.

If you have product questions please contact Briggs & Riley Customer Service at 1.877.745.3978

What is the Briggs & Riley return policy?

2014 Holiday Sale Event Return Policy:
Due to our automated ordering and shipping processes, online transactions cannot be cancelled.

Items purchased from November 21, 2014 through December 31, 2014 as part of our 2014 Holiday Sale Event are eligible for return before February 14, 2015. Returns for product purchased during this time period will not be processed after February 14, 2015.

If you return part of an order that received a discount and the remaining part of the order in your possession by itself would not qualify for the discount, we will recalculate the charges on your entire order to recover the discount before issuing your credit on returned goods.

Standard Return Policy:
Due to our automated ordering and shipping processes, online transactions cannot be cancelled.

If you are not completely satisfied with your purchase from Briggs & Riley Online, you may return any unused merchandise with the original hangtags attached, for a prompt refund within 30 days of receipt of the item.

The Customer is responsible for return shipping and insurance on returns, except when defective or mis-shipped products are sent. We recommend you insure the package and keep the shipping receipt on hand until credit is issued.
 
To Initiate the Return Process:
You must contact our customer care representatives at 1-877-745-3978 or email us at customercare@briggs-riley.com. The customer service department will provide you a return authorization number that must be included on the shipping label. Failure to receive or include the return authorization may delay your credit.

Please send the product in the original shipping box to:

Briggs & Riley
Attn: Return Department
13300 Carmenita Road
Santa Fe Springs, CA 90670

Your credit card will be credited for the price of the bag and any taxes when we have received and processed your returned item. Please note that credit card companies vary on the time it takes for credit to appear on their customers records. Please allow one to two billing cycles for the refund to appear on your statement.

What is the Briggs & Riley shipping policy?

Shipping Information:

Briggs & Riley Travelware uses FedEx for the shipment of all online orders. We offer the following shipping services in the 48 continental states.

FedEx Ground Service (shipments from California may take from 1 to 7 days, contingent on delivery address)

FedEx Express Saver (3rd day delivery - not available in Hawaii or Alaska)

FedEx 2 Day (2nd day delivery)

Shipping Restrictions:

  • The Free Shipping on any order $99 or more is not available for Hawaii or Alaska
  • Shipments cannot be delivered to P.O Boxes or military APO/FPO addresses
  • Residential Ground deliveries are Tuesday through Saturday; Monday delivery requires Priority Service (FedEx Express Saver or FedEx 2nd Day)
  • Commercial Ground and Express address deliveries are Monday through Friday
  • For more information on international shipments, please contact our customer care representatives at 1-877-745-3978

Order Processing:
Please allow 2 business days for your order to ship. Weekend orders will be shipped within 2 business days starting on the following Monday. If your order is placed over a holiday weekend, it will ship within 2 business days beginning the following working day.

Order Confirmation:
After you complete your online order, you will receive an email confirmation. This confirmation contains the details of your order and includes an order number. If you have any questions about your order, please contact our customer care representatives at 1-877-745-3978 or via email at customercare@briggs-riley.com.

Order Shipment:
You will receive a follow-up email notifying you that your order has shipped, which contains the FedEx tracking number for your purchase. If you have any questions about your order, please contact our customer care representatives at 1-877-745-3978 or via email at customercare@briggs-riley.com.

Where does Briggs & Riley Online charge sales tax?

One of the best things about buying through Briggs & Riley Online is that we do not have to charge sales tax, with a few notable exceptions: orders shipping to California and Wisconsin will be subject to a sales tax. Briggs & Riley Online is not responsible for individual states' sales tax reporting laws pertaining to online purchases, so we encourage you to check your state's regulations before you shop.