Effective November 1, 2019 our holiday policy is in effect and we will honor returns for any purchases placed through December 31, 2019 with a 90 day return policy based on the shipped date of an order.
Shop.americantourister.com guarantees total customer satisfaction. If you are not completely satisfied with your online purchase, you may return unused merchandise within 90 days of the original shipped date for a prompt refund. You will be refunded for the merchandise total, plus applicable sales tax paid. Shipping and handling charges are not refundable unless the product arrived damaged or the incorrect product was shipped. Returns on Buy one Get one Free promotions will be prorated across all qualifying items and applied to the amount of refund or credit. Please allow 14 business days for us to process your return. 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, any refund may be reduced.
1. Visit the Online Return Center to create a return
2. Follow the instructions to request a return authorization. Print the return authorization form.
3. Please choose a return shipping method and carrier best suited to you that will provide you tracking information and insurance. We cannot be responsible for your return until it is received at our distribution center.
4. Please include the original packing list inside the carton. (If you don’t have it, please include a piece of paper detailing your name, address, email, phone #, product returning, and the order number.)
Items must be returned in brand new, unused condition, with all hang tags and packaging intact. Please ship returned items to the address on the return authorization form.
The original freight charges will not be reimbursed. The customer is responsible for return freight to American Tourister.
If you can’t locate your order number, or need assistance with the return process, please email us at email@example.com or by messaging into our 24 hour Chat Support to help assist.
Please Note: Merchandise must be returned to the point of purchase. We cannot accept online returns in-store. Please do not return Authorized retailer merchandise to our stores or fulfillment center.
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. Placing the new order now just ensures that you will receive it quickly, and that it won’t go out of stock.
Store Merchandise Return Policy
Merchandise must be returned to the American Tourister authorized dealer where the product was purchased. We cannot accept online returns in-store.
Returning Damaged or Incorrect Merchandise Purchased Online
Damaged/Incorrect items must be reported within 60 days of your order's ship date. If we are notified of damaged/defective merchandise after this timeframe, we will not be able to process your request. If your merchandise was damaged in transit, is defective, or is not what you ordered, please contact our customer service team by emailing us at firstname.lastname@example.org or by messaging into our 24 hour Chat Support to help assist. We will ask you to provide photos of the product for our internal research purposes. If we determine that the product is damaged/incorrect, our customer service team will provide you with a pre-paid return label and shipping instructions. Once we receive the item and have validated the damage/defect, you will be refunded the price of the item as well as any applicable taxes and shipping costs. Refunds will be issued in the original form of payment used to purchase the item. If you need the order quickly you may place another order, while you wait for your refund. Please email us at email@example.com or by messaging into our 24 hour Chat Support to help assist.
Returning Damaged Merchandise Purchased In Store
If your merchandise is damaged or defective, please Click Here to review our Authorized Repair Center Process.
Lost In Transit / Item Not Received
If your order tracking number shows that your package is "Lost in Transit":
- Please contact us via chat, or please email us at firstname.lastname@example.org as soon as possible so we can process a carrier claim. If your order tracking number shows that your package was "Delivered" but you did not receive the package: - Please ensure that you have taken the following steps prior to contacting customer service
- Check the immediate area; including any mailbox, garage, porch, front desk, leasing office, neighbor, or anyone that may have signed or picked up the package.
- Please also track your package online to see if there are any special instructions or updates listed.
Colors displayed on our website may vary from the actual fabric color due to screen resolution or individual interpretation. We make every effort to ensure that the images on our site accurately represent our products. Please contact customer service by emailing us at email@example.com or by messaging into our 24 hour Chat Support if you have any questions regarding a product prior to purchase.