Frequently Asked Questions
We compiled a list of questions to help you get the most out of your bags.
Still not finding what you're looking for? We're here to help! Find a number of ways to get in touch on our Contact Us page.
- Try every possible combination 0-0-0 through 9-9-9 (it may not take as long as you think)
- Contact a local luggage Service Center or locksmith for expert help (you may need to pay to have your lock replaced).
P R O D U C T
What is the difference between a Carry-On and a Small Carry-On?
The Carry-On: A carry-on is designed to be stored in the overhead bin during flight. For the average traveler, it will hold enough items for a short trip lasting up to three nights or can be used as an additional case along with a checked bag for longer trips.
The Small Carry-On: The small carry-on is designed to be stored either in the overhead bin or under the seat in front of you on larger planes during flight. It can serve as a supplemental bag to your larger carry-on to stow in-flight and travel essentials for easy access while flying, or it can also be used for a quick trip when packing extra light is the goal.
Can I travel with both the Carry-On and the Small Carry-On?
In many cases, yes. The small carry-on fits securely atop a larger carry-on for easy transport and qualifies as a personal item for major airlines and larger planes. When in doubt, we always recommend checking with your particular airline/flight for the most up-to-date information.
What is considered a Personal Item?
The specific size requirements vary from airline to airline (and sometimes they don’t exist at all), but what remains consistent across airlines is that a personal item must fit under the seat in front of you while in flight. We designed our travel totes and backpacks to meet that requirement for major airlines and larger planes. Depending on the airline, our Small Carry-Ons may also qualify as a Personal Item.
I see some suitcase styles have USB charging capability. Do you also offer a complimentary battery?
We do offer a variety of luggage with a range of features—including some collections that offer a convenient smart-charging system for staying powered up on the go. While the battery isn’t included, we do offer an ultra-slim Ricardo Power Bank Quick-Charge Battery for purchase.
Can I travel with a battery in my Carry-On?
S E R V I C E
My luggage was damaged by an airline, what can I do?
If you purchased and registered Ricardo luggage that came with a First Year of Ownership Quality Guarantee, and the damage has occurred within the one-year coverage period, Ricardo Beverly Hills will repair or replace your suitcase free of charge. Please visit our Service and Repairs page for next steps.
If the above does not apply, file a claim with your airline’s baggage service office before leaving the airport or as soon as possible thereafter. They will examine your bag and provide instructions on how to proceed.
Can I order replacement parts for my luggage?
Sometimes a well-traveled suitcase may need a little TLC. We do our best to make a selection of replacement parts available (like wheels, handles, and zipper pullers). Please Contact Us for availability and options.
How do I set the TSA lock on my suitcase?
There are a number of different TSA-recognized locks. To find the type of lock used on your luggage and instructions on how to set or reset the lock, just visit our TSA Locks Instructions page.
I forgot my TSA lock code; how do I get into my suitcase?
Don’t panic; all is not lost. We recommend two options:
How do I use the tech charging feature?
A number of our suitcases feature smart tech-charging capabilities with an integrated USB charging port, battery pouch, and internally routed cord.
To charge your device, simply plug the internally routed cord into your portable battery and place it in the battery pouch. Next, slide the clear, protective cover on the USB port to the open position. Plug your device’s charging cord into the USB port and connect it to your device. Don’t forget to activate your battery, if it doesn’t automatically begin charging your device.
How do I receive a Tile Bluetooth Tracker?
Thank you for your interest in our Tile program! We have been happy to provide Tile Bluetooth Trackers as a thank-you gift to customers since 2016. Regretfully, our supplies have been exhausted, and our Tile program has come to an end. However, we are excited to offer a new thank-you gift with registration of selected wheeled luggage over $99—lifetime Lost and Found Coverage powered by ReturnMe. Learn more about our coverage.
Please note: we are unable to ship thank-you gifts to addresses outside of the United States.
W H O L E S A L E
We would like to distribute Ricardo Beverly Hills. Who should we contact?
Thank you in advance for your interest in working with us. Please indicate the name, location and website for your distribution business on our contact form and someone will get back to you shortly.
I would like to sell your products. Who should I contact?
To help us direct you to the sales representative in your territory, please provide the name and location of your store and other brands you carry on our contact form. If you are an online business, please specify the URL of your website.