FAQ

Short answers to the questions we get most often, with links to the full policy where one exists. If yours is not here, use the contact form and a person will reply the same or next business day.

Ordering and shipping

Where do you ship?

To the United States, Canada and eleven European countries: Austria, Belgium, Finland, France, Germany, Ireland, Italy, the Netherlands, Portugal, Spain and the United Kingdom. The destinations we ship to are the ones offered at checkout. Orders ship from our facility in Richmond Hill, Ontario.

How much is shipping?

Shipping is free on US and Canada orders of US$200 or more. Below that, a flat rate is shown at checkout: currently US$7.90 to the US and US$12 within Canada. Canadian customers see the equivalent in Canadian dollars at checkout. For European destinations the carrier rate is calculated at checkout, and import duties, taxes and customs charges may be payable on arrival; they are set by the destination country and are not included in the price unless checkout says otherwise.

How long does delivery take?

Processing takes 1 to 2 business days. Orders placed by 5:00 PM Eastern on a business day usually ship the next business day when the items are in stock. You receive a tracking number by email when the order leaves. Carriers may require a signature, especially at apartment and office addresses. Full details: Ordering and Shipping.

What does "Preorder" mean on a product page?

The item is not in stock yet. Payment is taken when you place the order, the case ships as soon as stock arrives, and we email you the tracking details the moment it is on its way. You can cancel a pre-order at any time before it ships, for any reason, and we refund the amount paid in full to the original payment method.

What currency will I be charged in?

Prices are set in US dollars. Canadian orders are quoted and charged in Canadian dollars and European orders in euros or pounds sterling; the currency and total shown at checkout are what you pay. Applicable sales tax is added at checkout.

Which payment methods do you accept?

Visa, Mastercard, American Express, Discover, Diners Club, JCB and UnionPay cards, plus Shop Pay, PayPal, Apple Pay and Google Pay. Your billing name and address must match the card.

Can I change or cancel an order?

We cannot guarantee it, but if the order has not shipped, contact us through the contact form with your order number and we will do our best. Once an order has shipped, the items and shipping method cannot be changed. Pre-orders can be cancelled at any time before they ship.

Returns, damage and warranty

Can I return a case if I change my mind?

No. We do not accept change-of-mind returns, refunds or exchanges, including for a wrong colour, size or model. That is why every product page lists the external dimensions, empty weight, shell material and colours in stock: measure and compare before you order. The size guide shows every case against the major airlines. The one exception is the law: if you live in the European Union, the EEA or the United Kingdom, you have a statutory right to withdraw from a distance purchase within 14 days of receiving it; you pay the return shipping. Full policy: Returns and Exchanges and the Refund Policy.

My case arrived damaged or with a defect. What do I do?

Do not send anything back yet. Use the contact form as soon as you notice the problem, with your order number, a description and clear photographs of the item and the packaging. We will reply with instructions. Returns sent without authorization cannot be processed.

The airline damaged my case.

File a damage claim with the airline first, at the airport if you can; carriers are insured for this and most require the claim before you leave the terminal. Then contact us with photos and the claim reference and we will look at repair options. Airline handling damage is not a manufacturing defect, so it is outside the warranty.

What does the warranty cover?

Qualifying TROCHI luggage carries a 10-year limited warranty against manufacturing defects in materials and workmanship. If a shell, zipper, wheel or handle fails because of how it was made, we repair or replace it at our discretion. The warranty does not cover airline or transit damage, abrasion, normal wear, misuse, extreme temperatures, or exposure to solvents, acids or water, and it needs a proof of purchase. Full terms: Warranty and Care.

How do repairs work?

Wheels, grip handles and branded tags are repaired or replaced free under the warranty worldwide. Telescopic handles, locks and lining are repaired free if you drop the case at our Ontario repair centre (13-200 West Beaver Creek Rd, Richmond Hill, ON L4B 1B4). For a replacement case there is a handling fee: CAD 19.99 in Ontario and Quebec, CAD 39.99 in the rest of Canada, and USD 49.99 for the US and international, arranged by phone. Pay the fee only after support confirms your request. Details: Repair and Replacement.

Sizes and airlines

Will a TROCHI carry-on fit my airline?

It depends on the airline. Air Canada allows 21.5 × 15.5 × 9 in; United, Delta, American and WestJet allow 22 × 14 × 9 in. Only the Gold Line is inside Air Canada's limit on all three sides, and no TROCHI carry-on is under 14.2 in wide. The size guide shows every case against every major carrier, including where it is over and by how much.

Do your dimensions include wheels and handles?

The dimensions on our product pages are the manufacturer's registered external dimensions. We are confirming whether they include wheels and the retracted handle, which is how airlines measure, and will update every product page when that is done.

How much does an empty case weigh?

Carry-ons run 6.2 lb (Charles Trunk) to 7.5 lb (TERRY 3.0). Checked cases run 8.4 lb (Charles Trunk Medium) to 11.3 lb (TC5 Team Work Large). The Travel Backpack is 3.4 lb. The empty weight is listed on every product page because it counts toward the airline's 50 lb checked allowance.

Locks and security

Is the lock TSA-approved?

TROCHI cases ship with a Travel Sentry® Approved combination lock. Security staff at more than 650 airports in over 35 countries can open it with a recognised tool, inspect the bag and relock it without damage. TROCHI is a licensed Travel Sentry distributor (MLA: 34053). More on the Travel Sentry page.

How do I set the combination?

The lock ships at 0-0-0. Press the reset button until it clicks, turn the dials to your new three-digit code, then pull the release tab to set it. Test it by trying 0-0-0, which should no longer open the lock. Write the code down somewhere safe: there is no override and no key.

I forgot my combination.

It cannot be reset without the code. If you have about 30 minutes, work through 000 to 999 in order; if you remember the first digit it takes far less. Details on the Travel Sentry page.

Materials and care

What are the cases made of?

The shells are 100% virgin polycarbonate with an anti-scratch matte finish. The Guerilla adds an aluminium frame. Every case has an alloy telescopic handle, a Travel Sentry Approved combination lock and a 360° spinner. TERRY is a model name, not a fabric; the TERRY 3.0 is a hard polycarbonate case.

How do I clean a case?

Wipe the shell with mild soap and warm water and dry it with a soft cloth; never use heat to dry it. Do not oil locks or hinges, because oil can run into the lining. Full guide: Product Care.

How should I store it between trips?

Away from extremes of heat, cold and humidity. If it lives in a basement or attic, open and air it now and then, and wipe it down before the next trip.

Contact

How do I reach a person?

The contact form is the fastest route and is answered the same or next business day. For repair and replacement questions you can also call +1 905-534-7008. Email: trochi@trochi.com.

Last updated 25 October 2026.