Repairs and Warranty
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To arrange for maintenance, please provide us with the following information through WhatsApp, Signal, WeChat, E-mail, or by giving us a call:
- A picture of the purchase receipt (include purchase date and purchase location).
- A picture of the front of your suitcase.
- Picture(s) of any malfunctioning or damaged parts.
Contact Us:
- WhatsApp/Signal: 4644 0244
- WeChat: omnidishk
- E-mail: cs@omnidis.com
- Telephone: +852 3568 5516
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To send your VIVA® product(s) for repair, please visit our Repair Centre in Kwai Chung with your proof of purchase, which should include the purchase date and purchase location. Our address is:
Unit D, 6th Floor Mercantile Industrial & Warehouse Building,
16-24 Ta Chuen Ping Street, Kwai Chung,
New Territories, Hong Kong
Once you arrive, our staff will inspect your product(s) and provide maintenance recommendations.
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- Normal Repairs: For tasks such as replacing handles, trolleys, locks, wheels, or footings, repairs typically take about one hour. You can pick up your suitcase on the same day!
- Zipper Repairs: If your repair involves zipper pullers or tabs, the lead time is typically 2-3 weeks, depending on our current workload
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- During the Warranty Period: We can send spare parts such as handles, locks, wheels, and footings via ordinary mail through Hong Kong Post Office at no cost to you.
- Warranty Period Expired or Without Proof of Purchase: Repairs will be charged accordingly.
- Using a Courier Service: If you prefer a specific courier service, please note that you will be responsible for the courier fees, regardless of your warranty status.
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- Report Immediately: As soon as you arrive at your destination, contact the airline or rail carrier. It’s essential to do this before leaving the immigration or baggage claim area.
- Understand Your Rights: Airlines and rail companies are typically responsible for damage to checked luggage. Many have a 24-hour window for filing claims, so it’s best to address the issue on-site. If you have travel insurance, we can provide a Non-repairable Letter to assist you in making a claim, ensuring you have the necessary documentation.
- Keep Documentation Handy: Retain all relevant documents, such as your boarding pass and baggage claim ticket, to help streamline the claims process.
- Request Repair Quotes: If you need a Repair Quote or a Non-repairable Letter, please reach us for assistance.
ADDITIONAL TIPS
- Take Photos: Take photos of the damage to serve as evidence for your claim.
- Copy your proof of purchase: To protect your rights and interests, it is recommended to keep a copy of your proof of purchase with your suitcase for emergencies.
Product Care and Product Information
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- Clean your polycarbonate shell/ interior lining of suitcase with a soft cloth and warm water with mild soap. Make sure the cloth is not too wet when cleaning to avoid water seeping in your suitcase. Any detergents containing alcohol may damage your suitcase’s shell.
- Pay attention when cleaning the contact points of parts such as locks, wheels, handles, zipper pulls…make sure the cloth is not too wet to prevent water from entering the suitcasee compartment.
- Keep the case body dry, wipe it thoroughly with a soft cloth and dry it. Let your suitcase dry completely before storing in a dry and cool place. You can place some clothing fragrance bags, desiccant, bamboo charcoal bags or tea bags in the box to prevent mildew effectively and reduce odor.
- If your suitcase accidentally gets stained while traveling, clean it with disinfecting wipes as soon as possible…but don’t use alcohol-based products on the suitcase shell.
- For stubborn scuff marks on the polycarbonate shell that water and soap can’t easily remove, use leather care cleaner and clean by the eco-friendly eraser sponge.
- Check and clean the wheels frequently and wipe off the dirt on the wheels with a damp cloth. If there is hair entangled in the middle of the wheel axle, you can use a hairpin or scissors to pull it out and then check whether the wheel is smooth. If there is no problem, you can add an appropriate amount of lubricating oil to the wheel axle to prevent the wheels from rusting. Take out the suitcase and push it regularly to prevent the wheels from oxidizing.
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When going up/down stone steps, handles must be used to lift the suitcase. Improper use of pull trolley system to lift suitcase can easily damage the internal structure of the trolley system.
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A quality suitcase should have strong stitching and must be made of material that does not tear easily. Because suitcase brands that insist on high quality meet higher standards in materials, style, and functionality and make them last longer. And safety is also their top priority. Therefore, all collections of styles are equipped with double-safe security zippers and TSA lock system. On the other hand, reputable brands also offer free repair and maintenance services. When you buy suitcase from them, you can enjoy peace of mind because they come with full after-sales support. The brand also has an authorized service center where your suitcase will receive expert care.
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No, most suitcases are lightly water-repellent only! It is not recommended to use it during periods of heavy rainfall. The zippers inning and seams between various accessories may also cause water to enter.
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Double safe security zipper s are designed with security in mind, providing rigid structural features to prevent theft and keep your belongings safe. The most important thing is to deter criminals effectively from putting contraband into your suitcase for transportation purposes.
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This is because the TSA code lock was opened on the immigration suitcase through customs, but the original settings were not properly restored after completion. Please contact us on our Repair Hotline, WhatsApp, Signal, WeChat or at cs@omnidis.com for next steps of assist.
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Yes, no key is correct.
Because the TSA lock keyhole in the suitcase is specially designed for customs, there will be a set of keys specially designed to open the TSA lock, and this set of keys is impossible for ordinary citizens to own. Even if you buy it yourself, you will not own the key. In simple terms, this set of “universal key” can open all TSA locks. When the suitcases needs to be inspected, customs officers use this key to open it and then lock it again.
TSA lock information:
TSA (Transportation Security Administration), the U.S. Transportation Security Administration. To improve immigration security many years ago, the United States stipulated that all inbound suitcase must be opened for inspection, so passengers only have two options: leave it unlocked or use a TSA lock. If the customs officers cannot open the locked checked suitcase, they will pry it open directly.
In the beginning, only the United States needed to use it. As time goes by, more than 50 countries such as Canada, Australia, Japan, and South Korea use TSA locks now. Therefore, the TSA lock was born to solve this problem. When purchasing suitcase that needs to be check-in storage, you must choose a collection with a TSA customs lock.
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Please search user combination lock instructions as below:
Preparation before Traveling
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If you have locked yourself out of your suitcase, we recommend running all possible combinations from 0-0-0 to 9-9-9. This will take around 15 minutes. Please note that once you’ve set your lock combination on your suitcase from its original 0-0-0 setting, we have no way to know what your personal combination is. If you are locked out of your suitcase and running all possible combinations does not open the suitcase, contact us on our Repair Hotline, WhatsApp, Signal, WeChat or at cs@omnidis.com for next steps of assist.
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- Visit Official Websites: Always check the official website of your airline or rail company for the most accurate and current baggage regulations.
- Verify Before Purchase: It’s wise to confirm these regulations before buying a suitcase to ensure it meets the necessary requirements
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Yes.
When you depart for your travel destination, there is a chance that your suitcases may be checked in empty or with few items. They may be squeezed together with suitcases loaded on full weight from other returning passengers, causing damage and dents.
Recommendation: Put a smaller suitcase or a harder carton/item to protect the suitcase from deformation when shipping check-in suitcase.