Frequently Asked Questions

Product Care

Briggs & Riley hardsided luggage is made from 100% virgin polycarbonate. Due to the nature of all polycarbonate cases, the bags will naturally receive surface scratches and scuffs during use. These marks are cosmetic and do not impede the functional aspects of the bag. Use these tips to keep your hardsided luggage in good condition.

  • When your hardsided luggage is not in use we suggest you store it in the soft fabric bag provided.
  • Be sure to pack your bag properly. Most repairs on polycarbonate cases are due to bags being over-packed or way under-packed.
  • Don’t sit on your hardsided luggage while waiting in line. Hardsided cases are not designed to be a seat.

The polycarbonate exterior can be cleaned with a solution of mild soap and warm water, applied with a soft cloth or wash cloth.

Some mild surface marks can be buffed out by using a car wax or car polish.

We recommend using car polish. Avoid chemical cleaners, as they will damage the clear-coat finish and leave a sticky residue. Apply the car polish to a soft cloth and gently rub the scuff mark. Remember to treat the scuffed area only, not the entire bag. In addition, you can alternatively use a magic eraser to remove scuff marks.

Stuff happens. If you had a major spill of shampoo, conditioner, body lotion, etc., suction it up with a wet/dry vac. You may have to blot the spill with a bit of water to loosen residue as you vacuum. Repeat as needed to remove as much of the spillage as possible. Proactive tip: Next time, pack all liquids and spray cans/bottles in plastic zip-close bags.

Wipe handles with a damp microfiber cloth, a disinfecting wipe or an all-purpose cleaner. If there are wheels, wipe them off, too. For bags without wheels, take care to wipe the bottom of the bag. It often ends up sitting directly on floors and picking up all sorts of germs.

Ballistic nylon and nylon bags which are dirty and/or dusty can easily be cleaned with a soft, damp cloth. For stains we recommend using a mild laundry detergent and warm water. Adhesive lint brush rollers work great to remove lint, fuzz balls and dust as well.

Remove spots using a microfiber cloth and mild soap and water or, for stubborn stains, use a solution of all-purpose non-abrasive cleaner and water, mixed according to product directions. Rinse and dry. To add a layer of protection, apply a coat of silicone-based auto wax to hard-sided luggage or a coat of Armor All to soft vinyl or molded plastic. As always, check luggage manufacturer’s care guide for specific recommendations.

For leather bags we recommend using leather conditioner to clean, protect, and polish the bag. You should never use any products containing bleach to clean your bag.

Product Troubleshooting

All Torq Spinners come preset with the lock combination 0-0-0 on the Control Panel™. The zippers need to be unlocked to set the combination dial. To set your combination:

Carry-on Styles:

  • Step 1: Make sure your bag is unlocked and the combination sliders are set to 0-0-0
  • Step 2: Using a pen, push the small sliding button to the left  until it clicks into place. You may have to apply some force
  • Step 3: Set the number dials to new desired combination
  • Step 4: Using a pen, push the small sliding button back to the right  until it clicks into place

Watch the instructional video here

Checkable Styles:

  • Step 1: Make sure your bag is unlocked and the combination sliders are set to 0-0-0
  • Step 2: Using a pen, push and hold the small sliding button to the left
  • Step 3: While holding the sliding button to the left, set the dials to your new combination

Watch the instructional video here

All Sympatico Spinners come preset with the lock combination 0-0-0 on the Control Panel™. The zippers need to be unlocked to set the combination dial. To set your combination:

    Carry-on Styles:

  •     Step 1: Make sure your bag is unlocked and the combination sliders are set to 0-0-0
  •     Step 2: Using a pen, push the small pin (A) down.
  •     Step 3:  Set the number dials to new desired combination.

    Watch the instructional video here

    Checkable Styles:

  •     Step 1: Make sure your bag is unlocked and the combination sliders are set to 0-0-0
  •     Step 2: Using a pen, push the small pin (A) down.
  •     Step 3: Set the number dials to new desired combination.

    Watch the instructional video here

  • 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 button located on the bottom of the lock. Hold it until completing the next step.
  • Step 4: Set all three dials to your desired personal combination. Be sure to write down your combination for reference once set.
  • Step 5: Release the bottom button 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.

A laptop bag or laptop 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, and they reserve the right to request the laptop be removed from any bag at any point in time.

Travel Sentry® is a leading independent testing and standards organization. The Travel Sentry® Red Diamond mark indicates that the SpeedThru™ laptop sleeve has undergone rigorous testing by Travel Sentry, and is Travel Sentry® approved as checkpoint friendly.

Briggs & Riley’s SpeedThru™ laptop sleeves are the first-ever Travel Sentry® Approved checkpoint friendly laptop sleeves. Used as directed, your laptop can remain in its sleeve during screening. However, screening officers, at their discretion, may request that your laptop be removed for inspection.

Briggs & Riley takes special care to meet industry standards when making our products, such as adhering to linear totals and constructing the lightest bags possible. However, each airline has different requirements for what is considered a carry-on, and they reserve the right to modify their policies without notice. Briggs & Riley is not responsible if an airline does not accept your case as a carry-on. Additionally, air travelers should never assume that the aircraft they are flying on for a given flight will have sufficient storage onboard to accommodate all the carry-on bags passengers may want to take onboard. The rules for carry-ons are at the discretion of each airline and every gate crew. We continue to strongly recommend that passengers check with their respective airline to confirm that their case meets that airline’s carry-on regulations.

We put together a list of size and weight allowance of each airline you can refer to when packing your for your next trip. Check out our guide here!

Please note that airline carry-on allowance policies and guidelines are subject to momentary changes and based on Economy standards. For the most up-to-date information, please check your airline’s website prior to departure.

Ordering

You can purchase Briggs & Riley products on our website for United States Orders. Simply click 'add to cart' on any product detail page you are viewing. Our products are also available at specialty luggage and select department stores.

If you can’t find what you are looking for, please contact our customer care representatives at 1-877-745-3978 or via email at customer-service@briggs-riley.com.

Due to our automated ordering and shipping processes, online transactions cannot be cancelled.

International shipping is temporarily unavailable onBriggs-Riley.comwhile we transition international shipping partners.

If you would like to ship to the UK please visit Briggs-Riley.co.uk. Our UK E-Shop is now shipping to select EU destinations.

For European customers with sales inquiries or questions, please contact our United Kingdom office at +44 (0) 1491 642 333 or via email at uksales@briggs-riley.com.

Briggs-Riley.com only accepts credit cards issued by United States financial institutions, at this time. Our valued European customers who wish to ship their orders to the United States can complete their purchases through PayPal® at checkout or place orders with our United Kingdom office.

Unfortunately, our Rhapsody collection is not available for sale in any retail stores in Canada.

Briggs & Riley will occasionally offer special limited edition collections. As with all Briggs & Riley collections, these items are covered under our Simple As That® Guarantee. These exclusive collections are offered in limited quantities only, and will be unavailable for purchase once inventory levels are depleted.

Don't know what size luggage they'd like or their favorite color? Don't worry - give the gift of travel with a Briggs & Riley digital gift card and let them decide. Offered in denominations of: $25, $50, $100, $250, $500.

Gift cards are final sale and will be emailed to the purchaser. They can then be printed out or forwarded to the recipient.

Complimentary monogramming is offered on Baseline March 2022-present, @work, HTA, Torq, Rhapsody, ZDX, select Delve, and handle wraps that are ordered on briggs-riley.com. See our full collection of monogrammable products here. Please allow 3-5 business days for production.

For items not ordered on our website, please visit our Store Locator, where you can locate a retailer near you that offers monogramming services. Please note, store policies vary and there may be a nominal fee for the bag to be monogrammed if the bag was not purchased at that particular retailer.

Monogram patches can also be purchased on our website if your bag was not personalized at the time of purchase. See our monogram patches here.

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. Briggs & Riley reserves the right to change pricing without notice at any time.

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

Briggs and Riley charges sales tax for shipments to the following states: CA, CT, CO, FL, GA, IL, MO, MN, NC, NJ, NY, PA, TN, TX, RI, WA, and WV. States have varying laws on the reporting of online purchases and the payment of use tax on those purchases. Please check your state’s regulation before you shop.

Proposition (Prop 65) is a California law that requires the state to keep a list of chemicals that the state of California has identified may cause cancer or reproductive toxicity. If a product contains a chemical on the list, the state of California requires businesses doing business in the state of California to provide a "reasonable warning" before potentially exposing Californians to the chemicals. California requires all "persons in the course of doing business" whose products are sold in California to comply with Proposition 65, in addition to federal laws for product safety.

Through our manufacturing processes, there may be a trace amount of one of the 850+ chemicals on the California Prop 65 warning list. Rest assured, our parts and fabrics are made out of the most durable and safest materials in the Travelware industry, in full compliance with federal safety regulations, we are mandated by the State of California to have the Prop 65 warning label show on our bags. As a general safety rule, Briggs & Riley luggage or any part thereof should never be ingested in any way, shape or form.

We accept the following payment methods:

  • American Express
  • Apple Pay
  • Briggs & Riley Gift Card
  • Diners Club
  • Discover
  • Google Pay
  • Klarna Installments
  • Mastercard
  • PayPal
  • Shop Pay
  • Visa

Shipping

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). Please be advised select items send from our New York warehouse under 9 lbs. may be shipped using Smart Post. Please allow 7-10 days for delivery.
  • 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 only available for orders being shipped within the continental United States, and is not available for Hawaii or Alaska Shipments. We cannot deliver 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.

Please allow an additional 3-5 business days for entire order processing for any personalized items.

ORDER CONFIRMATION

After you complete your online order, you will receive an email confirmation within 24 hours. 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 customer-service@briggs-riley.com and have your order number ready.

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 customer-service@briggs-riley.com.

International shipping is temporarily unavailable onBriggs-Riley.comwhile we transition international shipping partners.

If you would like to ship to the UK please visit Briggs-Riley.co.uk. Our UK E-Shop is now shipping to select EU destinations.

For European customers with sales inquiries or questions, please contact our United Kingdom office at +44 (0) 1491 642 333 or via email at uksales@briggs-riley.com.

For Self-Repair Kits please contact our customer care representatives at 1-877-745-3978 or via email at customer-service@briggs-riley.com

Returns

STANDARD RETURN POLICY

Due to our automated ordering and shipping processes, online transactions cannot be cancelled.

We are unable to offer returns JDRF donations. Personalized items are subject to a $20 restocking fee if returned.

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 the date received.

Return shipping is free.

If you purchased your item from another retail store or website, please process your return directly through that retailer. Our return link below is for briggs-riley.com orders only.

*If you are returning more than one item from your order, you must process each return request individually. Each item should be shipped separately and use unique shipping labels provided when you complete each return authorization.

All Travel Accessories must be in their original packaging with all items included in order to be applicable for return. Items received incomplete will not be given a refund.

TO INITIATE THE RETURN PROCESS, PLEASE CLICK HERE

Your credit card will be credited for the price of the product and any taxes when we have received and validated your returned item. A $20 restock fee will be deducted from your credit if your product is monogrammed. Please note that credit card companies vary on the time it takes for credit to appear on their customer’s records. Please allow one to two billing cycles for the refund to appear on your statement.

INTERNATIONAL RETURNS

All international orders are considered final. No returns will be permitted.

Repairs

Our 'Simple as that' guarantee will cover the repair of all functional aspects of your Briggs & Riley bag for life. We will continue to repair your bag even if you decide to purchase a new Briggs & Riley product with the latest performance innovations.

Naturally, our guarantee does not cover cosmetic wear or cleaning due to odors or stains, nor does it cover the replacement of lost, stolen, or damaged bags and/or its content. If your bag or its contents are damaged by an airline and you wish to hold them responsible, we suggest that you file a claim with the carrier before leaving the airport.

If you choose not to do this and instead wish for us to repair your bag, we will be happy to do so at no charge. Due to the nature of certain types of repairs and normal wear and tear, it is not always possible to return your bag to its original condition.

Briggs & Riley is pleased to introduce an even easier way to start your bag’s repair process. You now have the ability to purchase a shipping label directly from us. This FedEx label is offered at our special discounted rate to help you save on shipping costs. Just check the “Purchase a repair shipping label” box at the bottom of the "Submit a Repair" page. It’s as Simple as that®. Shipping labels are non-refundable.

Briggs & Riley does not replace any lost or stolen items. However, you can purchase replacement accessories on our website. If you can't find the accessory that you are looking for, please contact our customer care representatives at 1-877-745-3978 or via email at customer-service@briggs-riley.com.

Have a bag that needs a quick fix you could do yourself with the right parts and tools? With our self-repair kits you can avoid the time and hassle of shipping your bag to us. Simply choose the parts in need of repair and we'll promptly ship everything direct to you anywhere in the United States (including Alaska and Hawaii). Ground shipping is on us. Fast, easy and convenient, that’s the Briggs & Riley way. Our collection of repair kits can be found HERE.

If you can’t find the Self-Repair Kit that you are looking for, please call our customer care representatives at 1-877-745-3978 or via email at customer-service@briggs-riley.com.

Locate the inside tag of your bag, the style number will be listed there. If you cannot locate this tag, please enter '9' five times in the style number field.

In the unlikely event that you experience an issue with your Briggs & Riley zipper pulls, please take the following steps. 

Some zippers can be easily replaced from the convenience of your home. However, there are many zipper pulls that vary by bag and some pulls will need to be replaced by a repair shop.

Contact Customer-Service@briggs-riley.com with a photo of your zipper pull and style number of the bag.  Once the CX team receives and inspects the photo, they will advise you on next steps.
 
 

Packing Tips

Tip #1: Pack your clothing tightly without over-stuffing your suitcase. Tight packing means no loss of space and fewer wrinkles. There are three basic ways to pack efficiently:

  1. The Rolling Method: Roll clothing, especially garments like turtlenecks, pajamas, sweaters, slacks, etc. By wrapping a rubber band around each item, they stay rolled up.
  2. The Interweave Method: This works best with longer items such as dresses, pants, etc. Start with the longest items first, placing them in the bottom of the suitcase, with the ends hanging over the case. Then place smaller items on top of the longer ones. Finally, when the suitcase is filled, fold the hangover on top. This will prevent sharp creases on your long garments.
  3. The Bundling Method: Like the interweave method, bundling is accomplished by folding longer items around smaller items. However, bundling is done by outfit. In other words, if you plan to wear a particular shirt with a particular pair of pants, you bundle them together. Starting with socks and underwear, you then wrap the shirt and finally the pants. The advantage of this method is that each outfit is together and easily accessible. If you then put the complete bundle in a zip-lock bag and expel all of the air out of it, you have a fairly wrinkle free outfit at your fingertips. With longer garments, however, a garment bag or a suitcase with a suitor is best of all to prevent wrinkles.

Tip #2: Make use of dead space. Stuff underwear, socks, ties, scarves etc. into shoes. This not only saves space, but also keeps your shoes from being crushed.

Tip #3: Layering clothing with plastic dry cleaning bags or tissue paper helps to prevent wrinkles.

Tip #4: Don't bring full sized toiletries. Many drug stores carry sample size toothpaste, hair spray, shaving cream, etc. These take up a lot less space and are much lighter than their full-sized counterparts. Also available at drug stores are small plastic bottles and jars that can be inexpensively and ecologically refilled with your preferred toiletries.

Tip #5: Traveling with a friend or your family? Consider 'cross packing'. Pack essential items of each person in each other’s bags. That way, if a suitcase is lost, everyone will still be able to enjoy their trip until the bag is found.

Tip #6: Place jewelry, medicines, contact lenses, and other valuable or irreplaceable items in your carry-on. Also consider packing a change of socks and underwear in your carry-on (see Tip #5).

Tip #7: Unpack as soon as you arrive at your destination. Doing so will keep your clothes as wrinkle free as possible.

Tip #1: Although some airlines still allow you to check two bags per person plus allow you a carry-on, many airlines are now charging to check your bags. Always check with your airline for their regulations regarding the number and size of the bags you are required to carry. With this information you will be able to plan your wardrobe carefully.

Tip #2: Make a list of all the activities and events you plan to do and then make a list of the clothing you need to wear for those activities. Now go over the list and eliminate anything you really don't need.

Tip #3: The best way to plan your wardrobe is to mix and match basics, planning the wardrobe around one or two basic colors. For dress, men can pack two suits for an extended trip matching them up with different shirts and ties. A charcoal gray or tan suit will mix and match with just about any color. Women can mix and match the same way with black, gray, or tan jackets, skirts and pants. In either case, a change of tie or scarf with a different colored shirt will make another outfit.

Tip #4: Casual clothing depends upon where you are going. Do not assume that jeans are appropriate casual wear. In many countries, jeans are frowned upon. Khaki pants, however are usually acceptable. Additionally, jeans are heavier and bulkier than khakis. In many parts of the world, shorts are considered inappropriate as are any clothing that has a military look. It is better to err on the side of conservatism. When it comes to casual clothing, layering is a much better scheme than packing bulky, heavy clothing. Layering your clothes also gives you more opportunity to mix and match outfits. A turtleneck under a sports jacket will give a much different look than wearing it under a sweater. Always bring a bathing suit. You never know when a hotel will have a pool. For men, a conservative bathing suit can also do double-duty as a pair of shorts. For women, a bikini can do double duty as underwear. One warning, though: two-piece bathing suits may not be acceptable in all countries.

Tip #5: Knits and textured fabrics travel better than natural fabrics that have a tendency to wrinkle. Synthetics don't wrinkle as much but can be very uncomfortable in hot humid climates. A blend of natural and synthetics can be a good compromise. However, undergarments should be made of natural fabrics because they breathe easier. Also, you can bring fewer undergarments and wash them out at night. If you do opt for washing out your socks and underwear be aware that cotton takes a long time to dry. Try silk undergarments. Not only do they dry quickly, they breathe well and feel good against the skin.

Tip #6: Consider not bringing much clothing at all. Buying clothing at your destination can often be less expensive than buying it at home... unless you are staying in a resort area.