Frequently Asked Questions


How Can I Customize My Case?

First, you will have to register, and if you have done so already, log into your account. Next, on the top right, click on the button that says "customize now" and it will direct you to where you start the customization. First, you will select the size of luggage you wish (Small, Medium or Large); then choose the color of the shell (White, Black, Silver). For the components, you will choose the colors you want for the wheels, the stands, the handles and the retractable handle. Once you are done with that, you can click on "choose your design" if you want to use one of the designs we have already created, or you can click on "upload image" if you would like to use your own image.

If I Want To Upload My Own Image, What Size Should It Be?

We suggest that the customers use an image that is at least 300 DPI and HD. The better the quality of your image, the better it will look on your luggage.

I Uploaded My Own Picture, But It Looks Enlarged. What Can I Do To Make It Look The Right Size?

Sometimes when the image is too small, or too large, it will look distorted. If you need assistance with the sizing of the image, you can email us at [email protected], and our graphic design team will work on some mockups for you to see. Here are the dimensions of the designed area for each case size:

  • Small: 6.6 x 24.65 inches
  • Medium: 7.8 x 29.25 inches
  • Large: 9.15 x 35.75 inches

What Are The Dimensions Of The Cases?

The dimensions of our cases are:

  • Small: 22 x 16.85 x 8.5 inches
  • Medium: 26.5 x 18.7 x 9.8 inches
  • Large: 31 x 20.5 x 10.5 inches

How Does The Shipment Process Work?

Customized luggage products are manufactured and ready to ship in 1 to 3 days. All UGOBAGS luggage ordered on our online website includes free shipping. We currently ship luggage products within the United States only. However, we do not ship to PO boxes or APO addresses. FedEx shipping is usually 1-7 business days.

How Can I Track My Order?

We ship with FedEx and they offer order tracking to assist you better. To track your order, you can log into your UGOBAGS account, and click on my orders and your order will appear along with a button that will say "track you order here".

Is There A Warranty?

Yes, we do offer a one year warranty for the luggage purchased. If the product has defects and/or has problems in material and workmanship, UGOBAGS will either fix it or replace the product in accordance to the warranty terms and conditions stated. UGOBAGS requires that you contact UGOBAGS customer service for repair procedure or the replacement of the product prior to returning the product. You are, however, responsible for all costs of getting the product to UGOBAGS. Contact customer service to obtain shipping information. For warranty services at UGOBAGS, you will need the duly completed warranty certificate of the original receipt of purchase. UGOBAGS will determine if the problem is covered by UGOBAGS warranty or not. If it is, you will be notified if the product has to be either repaired or replaced. If the product is no longer available, we will substitute with a comparable product. It is important that you inspect your product immediately upon delivery before anyone else does. If product was damaged in transit, you will have to submit a claim to the transit company at the place of arrival, if possible.

How Do I Know That If I Make A Payment, It Will Be Secured?

We make secure online payments our priority at UGOBAGS. We are committed to protecting the security and confidentiality of both your personal and financial information. You only have access to your billing information. Your personal password, combined with our payment system prohibits any outside parties from getting any of your personal data.

Is There A Return/exchange Policy?

UGOBAGS stands behind the quality and workmanship of our cases and we back this with a one year warranty against defects. We will repair or replace any defective part. However, your UGOBAG is custom made just for you. We cannot accept returns for reasons other than those stated.

Is It Possible To Remove An Item From The Cart?

Yes it is. On the top right of the website, there is a shopping cart button; you click there and you will see the luggage you have made. You have to click on the button that says "remove item", and it will immediately remove it.

Is There Any Tax? If So, How Much Is It?

Yes there is a tax that will apply only to California residents. It is 8.25%.

How Do I Unlock My Luggage?

The original number is 0-0-0. To set your personal combination, follow these steps:

  • Put the dials at its original numbers 0-0-0;
  • Press down the reset button with a tool until hear the "click" sound.
  • Set your combination by turning the dials (b), for example 8-8-8. Then,
  • Push the button (c) towards to the direction of arrow and the reset button (a) will be back when you hear the "click" sound.

Now you have finished setting your personal combination. Please REMEMBER your personal combination by heart. Repeat the above steps to reset the numbers.

Can We Use An Image With Trademarks?

We encourage our customers to read our "Terms of Use" before uploading an image because of copyright issues. If you wish to use an image that it is not yours, we will need to see a written permission to use the image.

Where Can I Call Or Send An Email To Acquire Some Assistance?

You can either call us at (855) 753-3885 or send us an email at [email protected]