FAQ

How do I open the lock on my Castle Classic? 

To unlock the suitcase, follow the steps below or watch this video here.

Make sure the combination reads “0-0-0”, then push the button towards the zippers. Both zipper pulls will be released and you're good to go! If you're having any issues, make sure the 0's click into place and the zippers are fully pushed into the lock. 

If you want to reset your lock, click here

How do I setup my Castle Classic?

Watch this video here!  

What do I do if my shelves aren't level?

Please make sure that the zippers are undone all the way to the hinges. If you have an expandable bag, make sure the expansion is zipped up. 

When will you release different sizes and color options?

At Royce and Rocket, we’re always working on our next big project, and we’re excited to announce that our carry-on will be available at the end of January 2023! Follow us on Instagram and sign up for our newsletter to be the first to know when it launches. 

Can I recycle the product packaging? 

Yes, all product packaging can be recycled!

How do you manage repairs? 

For items that are warranty-covered, please fill out this contact form. Make sure to write “repair” in the subject line and detail your issue in the message. We’ll get back to you as soon as possible. 

If the matter is URGENT, please write that in the subject line and we’ll accommodate as best we can! 

Do you sell in stores? 

Not currently.

What is your shipping policy?

We offer free shipping within the continental U.S. for purchases over $100. Purchases under $100 will ship at a flat-rate of $15 within the Continental U.S.. Shipping within the non-Continental U.S. is a flat fee of $25, no matter the price of the purchase. We offer International shipping, the cost will be calculated at checkout.

All orders will ship within 1 business day of receipt and should arrive within 2-8 days, depending on your location. Orders placed before 4pm on business days will ship out that day, otherwise they will ship out the next business day. We offer 2nd Day and Next Day shipping via UPS, at a cost to the purchaser, and rates will be calculated at check-out. 

Please contact us with any other questions! 

Returns, Exchanges & Warranty

How do I initiate a return?

To initiate a return, please fill out the form here, write RETURN in the subject line and provide your name, email and order number. We'll get back to you as soon as we can!

What is your domestic return policy? 

If you decide to return or exchange an item you may do so anytime within 15 days of receiving the item if you are based in the United States. Returns are complimentary, however, if 15 days have gone by unfortunately we cannot offer you a refund or exchange. To initiate a return, please fill out the form here, write RETURN in the subject line and provide all necessary information. 

To be eligible for a refund, items must pass our inspection.  The item must be unused and in the same condition that you received it.  Suitcases must be shipped back in a box so we recommend keeping the original packaging through the grace period. If applicable, please make sure to include the dust bag, if not a restocking fee may be deducted from your refund.  If you received a free gift with your order, you must also return the gift or the face value of the gift will be deducted from your refund.  If the product(s) is ineligible for a refund we are not responsible for shipping the product(s) back to you.  Returns are complimentary in the United States.

If you are exchanging a product,  you will have the remainder of the 15 days for an exchange.

We do not offer a refund for shipping fees. You will only be refunded the cost of the item(s) returned.  All personalized and final sale items cannot be returned or exchanged.  Gift cards cannot be returned. Please note we cannot accept items that have been used.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.  Once a return is received, please allow 3 - 5 days for processing.

What is your international return policy? 

If you are based internationally the same return policy as domestic returns applies, however, returns and exchanges are not complimentary and you will be responsible for shipping costs.

What if my item was a gift?

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and said gift giver will find out about your return.

What do I do if my refund is late or missing? 

If you didn't receive your refund after 5 days, first check your bank account again.  Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at Info@RoyceandRocket.com.  

Do your suitcases have a warranty? 

Yes, all Royce & Rocket luggage comes with a 10 year limited warranty that covers any manufacturing defects on the wheels, zippers, handles, compression straps, Castle Shelves and specific cracks in the polycarbonate. 

This warranty does not cover any cosmetic damage, scratches, scuffs, general wear and tear caused by normal usage of the case that has no impact on product functionality. Nor does it cover defects cause by intentional abuse, modification, tampering, improper use and/or alteration beyond what we consider normal handling and use. Please note that airlines, hotels, transportation services and others that handle your luggage are responsible for the damage caused under their supervision. They might be insured against it. If luggage suffers whilst they have it, contact them. Additionally, the warranty does not apply to cases bought second hand or without proof of purchase. We retain the right to void this limited 10 year warranty if we determine a claim to be dishonest or fraudulent. 

Once received by us, the product will be repaired or replaced with the same or similar product at the discretion of Royce and Rocket. If a direct replacement suitcase is not available, we will replace the suitcase with a bag of comparable value or give credit towards future purchases on royceandrocket.com.

The warranty provided herein is limited to the value of the product, is subject to change without notice, and only applies within the United States.

How do I file a Warranty claim? 

Go to our contact page and write “Warranty Claim” in the subject line. Include your order number and the issue with your product. We will provide instructions for you to send your bag to Royce & Rocket for service at no cost to you. If your suitcase is not covered by our warranty, we will give you an estimate of the repair and shipping costs so you can decide if you’d like to proceed.