Frequently asked questions
Product & Usage
The packing cubes are an optional tool to help pack the Pull Up Suitcase in a more systematic and efficient way. They are not necessary but we recommend to use it. The packing cubes are designed to prevent the suitcase from being overfilled.
The serial number is in the exterior compartment.
Airline bag size regulations vary. We are currently not aware of any issues with airline travel or checked in luggage while traveling with the Pull Up Suitcase.
Our manufacturer has carried out several quality assurance tests. The suitcase was equipped with 30kg luggage and placed in a centrifuge to simulate the requirements of a frequent traveller. In addition, the telescopic rods and carrying handles were dynamically tested for tensile strength. The TSA lock, the zippers and the heads for opening the case were also subjected to a functional test that was repeated 200 times. In addition, the suitcase was subjected to a drop test. For this purpose, both the wheels and the corners of the suitcase were dropped from a height of 1m.
The Pull Up storage function for collapsing the case has a certain basic weight. The extendable trolley bars of the Pull Up storage function are made of ultralight aluminium. Throughout the development process, care has been taken to use high quality and lightweight materials. However, the Pull Up with an empty weight of 8,6 kg / 17,2 lbs is not necessarily heavier than conventional cases of this size.
The suitcase is manufactured by a Chinese suitcase manufacturer who has been manufacturing suitcases for other high-end suitcase manufacturers for many years. The unique components for the production of our case were developed and implemented in close cooperation with the case manufacturer. In the process, care was taken to ensure that ethical standards were adhered to in production and in occupational safety.
Shipment & Payment
We've got 3 warehouses worldwide that allow us to offer low-cost domestic shipping to all EU countries, USA, Canada, Mexico, China, Hong Kong and Singapore. Customers with a shipping address in any of these countries will NOT have to pay any additional duties, sales tax, VAT, etc. We've got that covered. Customers from all other countries may have to pay additional import duties or other applicable taxes to the concerned authorities upon receipt of their goods - depending on the import policies of their respective countries.
The shipping costs depend on the country you are living in. The shipping costs of the Pull Up Suitcase in the above mentioned countries correspond to the usual shipping standards for a package of this size. If you tell us your country and postcode, we will be happy to give you information about the exact shipping costs.
In all countries we are shipping to, Pull Up Case works with DPD.
Generally you can not change any options of the order. But you can send us a personal message including your order number and options you want to change.
You can specify your delivery address within 24 hours before shipment starts. For backers from Kickstarter or Indiegogo: we will notify you before the shipment of rewards will start.
The confirmation of shipment includes your personal tracking number. You can see the status of your order with your tracking code on the website of DPD.
We accept Visa, Mastercard, American Express and Paypal, Paypal Express, Google Pay and Apple Pay.
Please note: When paying by credit card, your card is charged immediately after ordering.
Your suitcase has arrived damaged? Please contact us, we will find a solution! Please add a photo of the damaged Suitcase and your order number to the email and send everything to:
Return & Warranty
You can send back the Pull Up Suitcase within 14 days after receiving your suitcase.
The Pull Up Suitcase comes with the following warranty:
- 2 years warranty effect from the invoice date
- Warranty covers any manufacturing technical defects
- Warranty is void if not operating the case according to the user's manual
Visit our website to register your warranty. www.pullupcase.com — Please enter your name and serial number. You will find it inside the exterior bag of your Pull Up Suitcase.
Please contact our support to find a solution for your damaged suitcase.
That depends on what's damaged on the suitcase. Please contact our support and we will find a solution for your problem.
Refunds will be processed within 10 days. It will take 1-2 days to transfer the refund to your account and your bank may need additional time to process the transfer. You will be notified by email when we have processed your returned products and transferred your money back to you using the same payment method you ordered from us.
If you would like to return your order, please send an email with your order number to firstname.lastname@example.org