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Q. How do I identify the model name of my bag? ↑ Top
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A. On the inside of the suitcase lid or inside the bag, you will find a white sewn-in label in the lining. This label will identify the style number, such as Style # 034-20-603-WAB. This tells us the collection name, item, color and size of the bag.
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Q. How do I order parts and accessories for my bag or suitcase?↑ Top
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A. After identifying the model # of your bag, please call Customer Service (800-724-7496) between the hours of 8 a.m. to 5 p.m. PST or email Lloyd Krueger at lkrueger@rbhnet.com for assistance. Lloyd or another customer service representative will be happy to assist you.
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Q. How do I arrange for repairs?↑ Top
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A. Contact Customer Service via telephone or email for a referral number. We will then provide you with information regarding the nearest repair center to you. Then ship or drop off your bag to the repair center for their evaluation. They will then contact you regarding whether the damage is covered under warranty.
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Q. How do I know if the repairs are covered under warranty?↑ Top
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A. Your suitcase will be evaluated by our repair professionals to determine if the damage is covered under warranty. If your bag is covered under warranty, it will be repaired promptly and returned to you. If damages are not covered by your warranty, the repair center will call you to discuss your repair options.
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Q. How can I find out what the warranty information?↑ Top
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A. After identifying the model # of your bag, please contact Customer Service (800-724-7496) between the hours of 8 a.m. to 5 p.m. PST or email Lloyd Krueger at lkrueger@rbhnet.com for assistance. Lloyd or another customer service representative will be happy to assist you.
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Q. Does American Explorer cover shipping costs?↑ Top
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A. American Explorer does not pay or reimburse shipping costs to one of our designated repair facilities. We will pay to return the bag to you, as well as any parts or labor on items covered under our warranty.
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Q. How long does it take to repair my suitcase?↑ Top
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A. Repair times vary depending upon the severity of the problem. Typically, bags sent to one of our repair centers are returned within two to four weeks depending on their proximity to your own location.
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Q. How do I clean my suitcase or bag?↑ Top
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A. Ballistic nylon, nylon, Terylene and polyester bags can easily be cleaned with a soft, damp cloth. For stains we suggest using a Luggage Cleaner or a mixture of half water and half alcohol. Adhesive lint brush rollers work great to remove lint, fuzz balls and dust.
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Q. How do I know if my suitcase is considered a carry-on?↑ Top
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A. Different airlines have different size restrictions. It is best to contact your airline prior to departure to make sure your luggage is considered carry-on sized. Most airlines are currently using 45 linear inches (including handles and wheels), which is the length + the width + the depth.
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Q. What do I do if my suitcase or bag has suffered airline damage?↑ Top
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A. If your bag has been damaged by an airline, you should immediately file a claim with that airlines baggage services at the airport. If you cannot file a claim immediately, you should do so as soon as possible. Some airlines have limits on the amount of time you have to file a claim. The baggage service official will examine the bag and instruct you how to proceed.
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Q. Where can I find a store/retailer near me?↑ Top
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A. To find a brick & mortar retailer near you, please click on the Find a Dealer link above. If you can not find a dealer, we suggest you click on the above link and contact one of our online partners, or call Customer Service for assistance in finding a dealer near you.
