Frequently asked questions
Shipping, returns, warranty and fit. If your question is not here, contact us.
Shipping
How long does shipping take?
Orders ship within 1 business day. Ground delivery takes up to 5 business days after that. Expedited options are shown at checkout.
Where do you ship?
We ship within the United States, including PO boxes and APO/FPO addresses.
How much is shipping?
Ground shipping is free on orders of $75 or more and $9 below that.
Returns
What is your return policy?
Return unused gear within 30 days of delivery for a refund, exchange or store credit. Try it on at home and do a test pack, but please do not take it on a trip.
Can I return part of a bundle?
Yes. The refund is prorated based on the items you return.
Warranty
What does the warranty cover?
Defects in materials and workmanship for the practical lifetime of the bag, for the original owner. Normal wear, airline damage and accidents are not covered.
How do I make a claim?
Email us photos of the problem and your order number. We repair, replace or issue store credit depending on the defect and stock.
Airlines and fit
What counts as a personal item?
A personal item is a small bag that fits under the seat in front of you. A carry-on goes in the overhead bin. On many low fares only the personal item is free.
Do sizes really get checked?
Some airlines use sizers at the gate, especially on low fares. Policies and enforcement vary, so compare your bag against the published limit before you go.
Where do your airline limits come from?
From each airline's own baggage page, checked on the date shown in the fit checker. Airlines change rules without notice, so confirm with your airline before you fly.
Other
Are Caracol bags sold in stores?
No. We sell online only, with free returns if a bag is not right for you.
Do you offer discounts?
Bundles are priced below their parts, and students and military members get 10 percent off with verification.