Repair Guide

Lost the key to my suitcase, is it possible to purchase a replacement key only?

Yes, it is possible. When purchasing a key, the key number is required. Please confirm the key number to be purchased based on the following two cases:

Case 1: If there is a model number found on the lock

If there is a three-letter alphabetical model number (e.g., YiF or SNX), please check the three-letter alphabetical model number and the three-digit identification number.

• Photo 1: Alphanumeric three-letter model number engraved on the lock (e.g., YiF, SNX)
• Photo 2: Three-digit identification number engraved on the cylinder (e.g., 201, 158)

Note: In the example photo case, the complete key number would be 'YiF-701'. (TSA002/007 is NOT the key number).

Case 2: If there is no model number found on the lock

If there is no three-letter alphabetical model number found on the lock surface, the model number specifically defaults to 'YiF'. Please check only the three-digit identification number engraved on the cylinder.

• Photo 1: Three-digit identification number engraved on the cylinder (e.g., 201, 158)

Note: In this case, the key number would be registered as 'YiF-702'.

What should I do if the combination lock is not opening?

First, please try the combination number you have in mind once again. Ensure to align the numbers precisely with the alignment line.

• Try all numbers sequentially from 000 to 999.
• Send it to our service center for an unlocking and repair service.
• Request local locksmith services (External locksmith costs are not covered under warranty).

*Note: We cannot guarantee or be held liable for any travel disruptions or damages caused by forgotten lock combinations.

Combination Lock Setup Guide

Notice: Please perform this operation with the suitcase open to avoid accidental lockups. Choose the method below matching your lock style.

Pattern A: Lock Setting Button Style

1. Set dials to factory default "0-0-0".
2. Press the small reset button with a pen tip until you hear a "click".
3. Turn the dials to your custom code.
4. Push the main unlock button. The reset button will pop back up to lock your code.

Pattern B: Hold-to-Set Style

1. Set dials to factory default "0-0-0".
2. Hold/Slide the main unlock button in the open position.
3. While holding the button, adjust the dials to your custom code.
4. Release the unlock button to save.

Pattern C: Back-of-Lock Switch Style

1. Open the suitcase and look at the back of the lock assembly.
2. Move the internal switch from position 'A' to 'B' (or OFF to SET).
3. Set the outer dials to your custom code.
4. Switch it back to position 'A' (or OFF) to lock it in.

I forgot the password of my combination lock. Can it be reset?

For security, there is no master reset switch. You must either manually run through numbers 000-999 or send the product to us. We will unlock and reset it to "000" for a standard repair fee.

What is the keyhole on my combination lock intended for?

The keyhole is exclusively for TSA airport security officers to inspect bags using master keys. No physical key is included with combination lock suitcases, and master keys are not distributed to consumers.

What is the purpose of the zipper without a pull tab inside the suitcase?

This is a maintenance zipper intended only for repair technicians (replacing wheels/handles). It is not designed for storage. Please do not force it open.

What should I do if my luggage is damaged during an airline flight?

Please report the damage to the airline's baggage counter at the airport before exiting the arrivals area. Request a 'Damage Certificate' to file a claim directly with the airline or your travel insurance provider.

Is my suitcase allowed as a cabin carry-on?

Yes, depending on its sizing measurements:

• Japanese Domestic Flights: Sum of 3 dimensions (L+W+H) must be within 100 cm (39.4 inches).
• International Flights: Sum of 3 dimensions must be within 115 cm (45.3 inches), under 10 kg (22 lbs) total weight.

How can I find my product model number?

Locate the fabric brand tag sewn inside the internal lining structure. If the tag is absent (e.g., on older models), please submit a photo of the front and back of the suitcase along with its vertical height to customer support.

Why does my telescopic trolley handle wobble or feel slightly loose?

A tiny mechanical play/clearance is intentionally built into the nesting telescopic tubes to prevent friction lock and ensure smooth expansion. This is standard engineering and is not a defect.

What are standard limits for free checked-in baggage?

Generally, standard carriers offer free checked baggage for pieces with a total dimensional sum (L+W+H) under 158 cm (62 inches). Restrictions vary by airline and flight class; always verify beforehand.

How can I formally request a repair service?

Please submit an inquiry via our digital Support Form or contact our service center directly:

Phone: (+81)-48-812-5130
Email: support@tands-luggage.jp

Can I take my suitcase to a physical retail store for repair?

We request you to contact our online support at support@tands-luggage.jp. For initial manufacturing defects out of the box, please contact the retailer where the product was purchased.

What details are required for a repair request?

Please provide the model number, sizing details, explicit description of the malfunction, and clear close-up images of the damage. If claiming under warranty, please attach your receipt or invoice.

Is my outlet/clearance item covered under the warranty?

No. Regardless of whether a physical warranty card is packed inside, all clearance, outlet, or second-sale items are excluded from free warranty coverage. Repairs for these items will be subject to a fee.

Can I get an official Repair Cost Estimate or an Irreparable Certificate?

Yes, under these conditions:

• Repair Estimate: Requires physical shipping of the item to our center for inspection.
• Irreparable Certificate: Only issued if our technicians deem structural restoration completely impossible.