Hi, Trochi

Customer Services

Cleaning Your Trochi

Trochi’s hardside luggage is easy to clean. Simply wipe down the outside surface of the case with a mild soap and warm water. To dry, simply wipe with a soft, non-abrasive drying cloth. Do not use heat to dry. To preserve the luster of your Trochi, polish with any reputable automobile or furniture polish begin careful to follow the manufacturer’s directions carefully. Because oil may run or leak into the case’s interior and stain the lining, avoid oiling locks and hinges. A fine steel wool and a clear sealant can be used to safely remove scratches from luggage hardware.

Storing Your Trochi

Avoid, if possible, storing your Trochi anywhere where extremes of temperature or humidity may occur since these tend to age luggage prematurely. If kept in an attic or basement storage area for lengthy periods when not travelling, you’ll want to take your Trochi out of storage from time to time to be opened and aired. This will help to prevent the growth of mildew due to humidity as well as maintain the case’s resiliency. Whether for airing or travel, we recommend cleaning your luggage immediately upon taking it out of storage.

Protecting your Trochi & Possessions

When travelling internationally, airport security measures may require security personnel to access luggage without the owner being present. Luggage locked or secured with anything other than a TSA approved lock may need to be opened by force for the purpose of conducting inspections. Approved TSA locks, however, can be opened by authorities using universal “master” keys, inspected and then relocked without any damage to the luggage. We highly recommend you lock your luggage when travelling and that you do so with a TSA approved locking system.

The red diamond insignia on your Trochi lock is the universally recognized mark of a TSA approved lock.

Setting a Personal Combination with your TSA Lock

Your TSA lock’s default combination is 0-0-0. Resetting your lock’s combination is a simple three step process.

  1. Press the lock’s reset button until you hear a click. Now your lock is ready to accept a new combination.
  2. Set the three-digit combination code to a combination of your choosing.
  3. Now pull the lock’s release/open tab to permanently set your new combination.

You can test that you’ve set the lock correctly by placing the zipper tabs in the lock’s tab inserts and trying the 0-0-0 combination which should no longer open the lock. Now use your newly reset combination and – voila!

Simply repeat this procedure whenever you want to reset your lock’s combination. All Trochi luggage comes equipped with instructions for setting your combination.

Warranty

All Trochi products purchased online, from either trochi.com or trochi.ca, are covered by a 10-Year Limited Warranty against manufacturer’s defects. This Limited 10-Year Warranty extends to the original purchaser or gift recipient only.

If a problem occurs with a Trochi product that is covered by the 10-Year Limited Warranty, provided that problem is caused by manufacturing defects in material and workmanship, Trochi will, at its discretion, either repair or replace the defected product in accordance with the warranty terms and conditions stated herein. This warranty covers only manufacturing defects and does not cover any damage caused by misuse (such as transportation of unusual items), neglect, accidents, abrasion, exposure to extreme temperatures, solvents, acids, water, normal wear and tear, or transit damage (by airlines or any other form of transit). Incidental and consequential damages are expressly disclaimed. The product owner is responsible for all costs of getting/returning the product to Trochi, including but not limited to the cost of packaging, shipping and applicable taxes. Upon receipt, Trochi will determine whether or not the problem is covered by the Trochi warranty. If covered by the warranty, any repair or replacement and the cost of returning the product to you will be at Trochi’s expense. If a product that is no longer available is to be replaced, Trochi will substitute a comparable Trochi product. In such cases where the warranty does not apply, Trochi will promptly provide you with an estimate of any repair and return shipping costs that may be involved. While non-warranty maintenance or repairs on your product can be performed by any company, Trochi stipulates that any improper or incorrectly performed maintenance or repairs performed by any company other than Trochi will automatically void this warranty. Labour charges and damages attributable to work performed by anyone other Trochi are not covered by this warranty. To the extent permitted by applicable law, any implied warranties are hereby excluded. The warranty provided herein is limited to the value of the product. Manufacturing specifications are subject to change without notice. Product locks are intended only to prevent accidental opening and cannot necessarily prevent theft of the product or its contents, breakage or entry by airline or airport personnel or governmental authorities. Inspect your product immediately after handling by anyone other than youself. If damaged in transit, submit a claim to the transit company (which is insured against damaging your product) at the place of arrival, and if possible, before clearing customs. This warranty is intended to give you specific legal rights. In addition to the rights described herein, you may also have other rights that vary from state to state, province to province, or country to country with respect to the exclusion or application of implied warranties, incidental and consequential damages and repair and replacement. Consequently, the limitations or exclusions specifically contained in this warranty may not be applicable to you.

Proof of Purchase

Coverage under the Trochi 10-Year Limited Warranty requires a proof/record of purchase.

For repairs Outside of the Warranty

Please contact Trochi via the contact form provided on the Website for information on refurbishment or repairs outside of the warranty.

Ordering

Payment Options

We currently accept the following payment methods: Visa, MasterCard, and PayPal. Credit card charges are processed at the time your order is shipped.

For your security, when paying by credit card, your billing name and address must match that of the credit card used for payment. Trochi reserves the right to cancel any order that does not match these criteria.
Sales Tax

All applicable regional sales taxes are applied to the price of the product ordered.

Changed or Cancelled Orders

Unfortunately, we are unable to guarantee that an order can be changed or cancelled once placed. If, however, a purchase has not yet been shipped and you wish to make a change or cancel your order, you should contact Trochi via our online contact form and we will do our very best to assist you. Please include all relevant order information in your contact comment to facilitate us in tracing your order.

International Orders

At this time, Trochi products are available only in the US and Canada and we are unable to offer international orders.

Order Processing

Understanding that our goal is to ship orders as quickly as possible, the processing of an order generally takes 1-2 business days after it is received. Although we cannot guarantee next day processing, orders placed by 5:00 PM Eastern Standard Time on any given business day will most likely be shipped the following business day assuming that all ordered items are in stock.

Pricing

All US orders are quoted in $US and must be transacted in $US. All prices are subject to change without notice. Trochi makes every effort to provide you with the most accurate, up-to-the-minute product information online, however, some items on our Website may no longer be available or may be listed inaccurately at the time of ordering.

In the event a product is no longer available, whether because it has been discontinued or for any other reason, we will cancel the order placed and notify you immediately of the status of your order.

In the event a product is listed at an incorrect price, we have the right to refuse or cancel any orders placed for that product. If an item’s correct price is lower than our stated price, we will charge the lower amount and ship you the item. If an item’s correct price is higher than our stated price, we will cancel your order and notify you of the price error and order cancellation. You will, of course, be given the opportunity to purchase the item at the correct price if you so wish.

Backorder Policy

All availability of products is subject to change without notice. Although we make every effort to keep items in stock, occasionally items may sell out. If any item in your order is out of stock, we will contact you by email to notify you that the out of stock item was cancelled from your order. Since all orders are invoiced when shipped, if this out of stock item was the only item in your order, you will not be invoiced. If there were other in stock items in your order, you will be notified of this adjusted invoice amount.

Shipping

Once an order has been processed, we are not able to upgrade or change shipping methods. We are also unable to modify or cancel the items on your order once it has been confirmed.

Please note that we use a Trochi designated carrier for shipping your product to you. The designated carrier is determined by the most efficient and economical method for shipping to your location. It is not possible to specify a preferred carrier when placing your order. You should also allow for 1-2 business days for processing to be added to your delivery time.

Trochi cannot be held responsible for shipping delays due to inclement weather and we do not issue refunds for shipping costs if a delivery date is missed.

Please be advised that carriers may require someone to sign for your shipment at the receiving end. If you are shipping to an apartment or in an office building, be advised that the carrier might require you to sign for the package(s) and will not leave your shipment without a signature.

When your order has shipped, you will receive a Trochi shipping notification email containing your tracking information. With this number, you will be able to monitor the progress of your package as it is in transit to you.

Note: International Shipping is not available at this time.
Returns Policy

If you are not completely satisfied with your online purchase, you may return unused merchandise within 30 days of the original shipping date for a prompt refund. You will be refunded the full amount of the original purchase price including any sales tax and other charges paid upon purchase whith the exception of shipping and handling charges which, when charged, are not refundable unless the product arrived damaged or the incorrect product was shipped.

Upon receipt of your return, your return will be processed and your credit card will be credited. Please allow 14 business days for us to process your return. Credit card companies vary on the time it takes for credits to appear on their customers’ records, so please allow 1 to 2 billing cycles for the credit to show up on your credit card statement.

If you return any part of your order and that order was part of a promotion, your refund may be reduced. Some sales may be final sales and, as a result, are non-refundable. Non-refundable sales will be indicated as such at the online point of sale.

Return Instructions

Before returning your purchase, please contact Trochi directly via our Website contact form. We will, in turn, contact you to provide complete instructions on how to handle your return.

You will be asked to include the original packing list inside the carton.  If misplaced or lost, in lieu of the original packing list, you may include a piece of paper detailing your name and contact information (i.e. address, email, phone #), the name and a description of the product being returned along with your order number. Note that you will be responsible for the return freight costs and that the original freight charges will not be reimbursed.

We recommend you choose a return shipping method and carrier best suited to you and one that will provide you with tracking information and insurance. Trochi cannot be responsible for your return until it is received at our distribution center.

Return items must be returned in brand new, unused condition, with all hang tags and packaging intact.

No Exchange Policy

We do not accept orders or items for exchange.  If you need a different size, color or product please return your item(s) for a refund and place a new order at your convenience.

Returning Damaged Merchandise

If your merchandise is damaged in transit or is defective, contact us directly via Trochi’s online contact form and we will, in turn, contact you to instruct you on how to proceed.

Trochi’s Privacy Policy

THIS DOCUMENT CONTAINS THE PRIVACY PRACTICES FOR TROCHI.COM AND TROCHI.CA (THE “SITE”), A WEBSITE OPERATED BY TROCHI AND HOSTON INTERNATIONAL. TROCHI TAKES ITS OBLIGATION TO GUARD YOUR PRIVACY SERIOUSLY. THE PURPOSE OF THIS PRIVACY POLICY IS TO INFORM YOU ABOUT THE INFORMATION THAT IS COLLECTED ABOUT YOU, HOW TROCHI MAY USE AND DISCLOSE THE INFORMATION THAT IS COLLECTED, AND HOW INFORMATION CAN BE CORRECTED OR CHANGED.

  1. Information Collected and Use of Information
    1. Personal Information. From time to time, we may ask you to provide us certain information by which you may be identified such as your name, title, addresses, telephone number, e-mail address, credit card number and similar information. This information will be referred to in this document as "Personal Information". You may decline to provide this Personal Information, but may thereby be unable to participate in certain activities or opportunities offered on the Website. (i) Our use of this Personal Information. We may use this Personal Information in a number of ways, including for the purpose for which it was provided, to contact you about the Trochi Website, and to inform you about our and other companies' products and services in which we think you might be interested. If you do not want us to contact you with information about Trochi's or other companies' products or services, then please complete the opt-out selection as set forth in Paragraph 2(c) below. (ii) Our necessary disclosure of this Personal Information. We may disclose Personal Information to third parties as necessary to carry out the purposes for which you provided the information (such as to send you a product you ordered) and as required by law as we deem necessary or appropriate (such as the names and addresses of contest or sweepstakes winners, to law enforcement officers, or pursuant to subpoena or court order) and we may also disclose this Personal Information to third parties to assist in endeavoring to avoid harm to persons or property. (iii) Our disclosure to third parties for marketing and other commercial use. We may also disclose and, indeed, sell this Personal Information to third parties for their commercial, research and marketing purposes. If you do not wish to allow us to disclose your Personal Information for these purposes, then please complete the opt-out selection as set forth in Paragraph 2(c) below.
    2. Correspondence from you. Included in the definition of Personal Information is information by which you may be identified in correspondence or e-mails that you send to us.
    3. Non-personal Information. We may use and disclose to others information about you and your use of the Trochi Website by which you are not identified, such as the type of browser you use, the files you request, the URL and geographic location from which you request information, the URL that you came from and go to and similar information, and information compiled in the form of statistical, demographic, or aggregated information about visitors generally to the Website. This information is referred to in this document as "Non-personal Information."
    4. Cookies. We do utilize "cookies" on our Website. Cookies are small pieces of information that are stored by your browser on your computer's hard drive. Our cookies do not contain any Personal Information, but they do enable us to store items in your shopping cart between visits, for example. Most Website browsers automatically accept cookies but you can usually change your browser to prevent use of cookies. Even without a cookie, you can still use most of the features in our online store and elsewhere on our Website, including placing items in your shopping cart and purchasing them.
  2. Correction or Deletion of Your Information
    1. Requesting information. You can request details of Personal Information compiled about you by contacting Trochi via our online contact form.
    2. Correcting such information. You may correct such information by informing Trochi of the corrections that need be made via our online contact form.
    3. Opt-Out Provisions. As discussed above in Paragraph
      1. you may request that Trochi not contact you with goods, services, opportunities or information that may interest you or, as discussed in Paragraph
      2. you may request that Trochi not disclose your Personal Information to any third party for their marketing, research or commercial use and, in addition, you may ask us to delete your Personal Information from our database of Personal Information of users of the Website by simply contacting us via our online contact form to be found on the Trochi Website.
  3. Security of your account information. We work to protect the security of your information during transmission by using encryption software that encrypts any personal information you input. We use reasonable efforts to protect customer data we collect from unauthorized access.
  4. Children. Children (children under the age of 13) are not eligible to use our services under any circumstances and we ask that minors (under the age of 18) not submit any Personal Information to us. If you are a minor between the ages of 13 and 18, you can use this service only in conjunction with your parent or guardian and only with their permission. Parents can identify any Personal Information we may have gathered about their children and may correct or delete such Personal Information about them by following the instructions in Paragraph 2.
  5. Links to Other Websites. The Trochi Website may provide links to other Websites. Please be aware that once you leave the Trochi Website and enter another, you may be subject to different privacy practices and policies over which Trochi has no control and for which Trochi is not responsible. Please use prudence in utilizing such links and in disclosing any personal information on those websites.
  6. Interactive portions of the Website. Please be aware that when you provide information on bulletin boards, chat rooms and similar interactive portions of this Website, you are making such information available to others. Please use prudence and good sense when participating in such interactive portions of the Website. To the extent others post their information in such interactive settings, you agree to use such information only to the extent and for the purpose permitted by such person(s).
  7. Changes to Privacy Policy. Trochi may change this privacy policy at its discretion provided that any such change is posted on the Trochi Website. If, due to such changes, you decide that you want to delete your Personal Information from our database of Personal Information of users of the Website, please notify us as set forth in Paragraph 2 above.
  8. Questions about this Privacy Policy. If you have any questions about this privacy policy, please contact Trochi via our direct, online contact form located on the Website.

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