What can we help you with?

Keywords:

  • Payment Methods
  • Order/Order Status
  • Shipping
  • Returns/Exchanges
  • Product Inquiry
  • Tracer Registration
  • Repairs

What is your shipping policy?

Shipping is free on www.tumi.sg for all products, and delivery is only available within Singapore.

All our products are shipped by local courier services and details for tracking your order will be provided in the Order Tracking Email, once an order is shipped.

When should I expect to my products to be shipped?

Most orders for In-Stock products will be shipped within 24 hours of your purchase. Products are shipped once they are located in stock, your payment is approved, and the receiving address is verified.For example, if you order an In-Stock product on Monday that leaves the warehouse in 1-2 business days, it will leave the warehouse no later than Wednesday. After your order leaves our warehouse, delivery times vary according to the day of purchase (i.e. before a weekend or public holiday) and the location of your shipping address.

Please note: That business days are Monday-Friday, excluding public holidays within Singapore.

What if I am shipped the wrong product, color, or size?

If we shipped you the wrong product from TUMI.sg, please contact our Customer Service Team immediately.

Before you call, please have your order number available. If you do not know your order number, please visit our Order Tracking page to find the number in your Order History.

Please be prepared with a detailed description of the difference between the product you ordered and the product you received. Contact our Customer Service Team at 800 852 3940 or email us at [email protected].

When will I receive my tracking number?

At our warehouse, tracking numbers are assigned, when applicable, to packages immediately and generally appear on our website along with your order information. However, it may take up to 48 hours before the package is checked into the carrier's tracking system. Even though your package has already shipped from our warehouse and is on its way to you, the carrier may not be able to provide any information about your package for up to 48 hours. All questions regarding the status of a package with a tracking number should be directed to courier service provider.

Why can't I ship an item I want from the Singapore website to another country and vice versa?

Customers can only purchase product off their local site. TUMI does not participate in cross border shipping. If you would like to ship to a selected country, the purchaser must purchase the products from that specific country's website.

How can I check the status of my order?

You may check the status of your most recent orders by visiting your My Accounts page. This is the easiest and fastest way to get current information regarding your orders.

Please note: order information may not appear in your order history on www.tumi.sg for up to 1 hour.

You will need to be signed into your account to view your Order History page, which will provide you with detailed information about your current and past orders.

Most orders follow this sequence:

  • Submitted and processing: Your order has been submitted and the information you entered during checkout is being processed.
  • Shipped on: 00/00/0000: The products have shipped from our warehouse to the indicated shipping destination.
  • After your order is shipped, your tracking number will be displayed. Visit the assigned courier service’s website and enter this tracking number to view the delivery status of your order (they may not have the ability to track a number for up to 24 hours).

All questions regarding the status of a package with a tracking number should be directed to the courier service or our Customer Service team at 800 852 3940 or email us at [email protected].

How do I track my order?

At our warehouse, tracking numbers are assigned to packages when they are ready to ship, they will be emailed to you as soon as they are assigned and you can also find them in the My Accounts section on our website along with your order information (if you checked out using a registered account.

Guest checkout does not provide account details online). However, it may take up to 24 hours before the package is checked into the courier’s tracking system. Even though your package has already shipped from our warehouse and is on its way to you, the courier may not be able to provide any information about your package for up to 24 hours

All questions regarding the status of a package with a tracking number should be directed to our courier services stated in the shipping information.

Can I change or cancel my order?

After you have clicked "Place Order", you cannot cancel or change your order. Our system is designed to process and ship orders immediately.

If you would like to cancel your order, please contact our Customer Service Team at 800 852 3940 or email us at [email protected].

How do I add products to my shopping cart?

To add products to your Shopping Cart, follow these simple steps:

  • Choose a size and/or color for the product you want to purchase.
  • Click on the drop-down menu to select a size. It will specify in the drop down menu if it is in stock, out of stock, backorder or available for purchase.
  • If a color is not provided, it is out of stock and is not available for purchase.
  • Enter a quantity in the field provided.
  • Click the "Add to Cart" button to add the item to your Shopping Cart

How do I go about sending my bag in for repair?

For inquiry on repair service, please email to [email protected].

What is your warranty policy for the first year of ownership?

TUMI products damaged during the first 12 months you own it, including damage caused by normal wear and tear, airline handling, or other transit damage, TUMI will cover all repair expenses, including shipping costs to and from our repair facility. If we determine that the product is damaged beyond repair, we will replace it. If we determine that a replacement product is not available, we will provide you with a product of comparable value. Damages not covered are damage resulting from abuse, cosmetic damage and incidental or consequential damage.

What is your warranty policy for years after the 1st year of ownership?

From the beginning of the second through the end of the fifth year when you own your TUMI travel item, business case or other bag, and for the second year of ownership for wallets, accessories, or outerwear, TUMI will repair any item that is damaged due to normal wear and tear, or defective in materials or workmanship, including any structural defects. For years two through five, we do not cover damage caused by airlines or other transit damage. Damage claims in transit cases should be filed against the carrier. Other damages not covered are damage resulting from abuse, cosmetic damage and incidental or consequential damages. Normal wear and tear for TUMI Outerwear does not include lost or missing buttons, torn fabrics or leathers or cosmetic damage as described above.

What is your warranty policy for TUMI's Global Locator?

One year limited warranty. If your TUMI Global Locator has a manufacturer defect, or is damaged during the first twelve 12 months of ownership, TUMI will cover all repair expenses, including shipping costs to and from our repair facility if the product was purchased from an authorized TUMI store or dealer. If we determine that the product is damaged beyond repair, we will replace it. Not covered by this warranty are damages resulting from accident, abuse, misuse, modification, water damage or cosmetic damage.

How do I register my TUMI Tracer®?

To register your TUMI Tracer® , you need to sign up with TUMI Inc. USA (www.TUMI.com).

We will redirect you to the www.TUMI.com website, to complete your TUMI Tracer® registration.

Where is my Tracer Plate located ?

You can find your 20 digit tracer number, which is located on a metal plate affixed in certain locations depending on the collection to which your product belongs to. Generally placements consist of interior pocket lining or the exterior of some travel pieces.

Please note, not all products have tracer numbers.

What is your return policy?

If you are not satisfied with a product that you have purchased, you may return the product within 30 days of delivery for a full refund of the purchase price, gift box, and other charges where applicable.

Please note: Monogrammed and personalized items, including TUMI Accents, cannot be returned. The product must be returned unused, in original boxes (whenever possible), and with all paperwork, parts and accessories to ensure a full refund to your payment method or a store credit refund.

How do I return an item purchased on TUMI?

We want you to be fully satisfied with every product that you purchase from www.tumi.sg. If you are not satisfied with a product that you have purchased, you may return the product within 30 days of delivery for a Full Refund or Store Credit of the purchase price.

To request a return, please contact our Customer Service Team at 800 852 3940 or email us at [email protected]. We will arrange for a pick up with our courier service at your preferred location.

How do I exchange an item I order through TUMI?

Unfortunately, we do not accept exchanges at this time.

If you wish to exchange a product, you must return the product by following the Return Instructions and re-order a new product at www.tumi.sg.

Please note: Monogrammed and personalized items, including TUMI Accents, cannot be returned. The product must be returned unused, in original boxes (whenever possible), and with all paperwork, parts and accessories to ensure a full refund to your payment method or a store credit refund.

How do I submit feedback for my Tumi products and/or experience?

You may submit your feedback to [email protected] and your information will be forwarded to the appropriate department.

You may also leave a review on TUMI.sg by going to the Product Detail Page, select Ratings and Reviews, and Add a Review.

What is FXT Military Ballistic Nylon?

Tumi was the first to bring ballistic nylon to the consumer market over 30 years ago. Now we have perfected it with our exclusive FXT ballistic fabric, which combines a unique weave and a special coating to make it ultra-tough and virtually abrasion proof.

How do I set my TUMI lock? Where is my key?

Please visit the Setting Your Tumi Lock section for instructions

How can I learn more about a product?

If you would like more information about a product you see on www.tumi.sg, simply click on the product. This will take you to a Product Detail page that provides a complete product description.

How do I know if a product is available?

A product's availability is clearly noted on the Product Detail page as In Stock. Most products on our site are In Stock and ready to ship.

What are the cleaning instructions for Tumi products?

The TUMI nylon fabric refresher is a special spot cleaning formula that removes dirt and most stains from ballistic and micro fiber nylon fabrics.

Directions for use: Wipe excess dirt from fabric with a clean, dry cloth, bristle brush, or sponge. Gently rub into affected area. After a few seconds, wipe once more with a clean, damp cloth and air dry.

The TUMI leather conditioner is a complete leather care product designed to clean, polish and protect most leathers (except suede or napped finishes). The special wax-free lotion was created for Tumi to preserve the rich luster and soft hand of its fine leather luggage, business cases, handbags and accessories.

Directions for use: Shake well. Always test on a small area before treating an entire item. Using a clean soft cloth, smooth conditioner onto leather surface, let dry, then buff gently with a soft dry cloth. For exotic and naked leather apply sparingly, work into the surface, let dry and buff with a soft absorbent cloth. For best results, apply the conditioner to product before its first use. Reapply as needed.

What payment options do you accept?

We accept the following payments:

  • Credit Cards ( Visa, & MasterCard)
  • PayPal

Please note: All cards are charged immediately upon placement of a successful order.

How do I use the discount codes on checkout?

Follow these simple steps to redeem a promotion or discount code:

  • On the Payment page in Checkout, enter the code in the box next to "Discount Codes." Codes are case sensitive.
  • Click "Apply".

If your discount qualifies, it will be displayed in the payment summary.

For General Terms & Conditions for Promotional Discounts and Codes, please read here.

Can I use two credit cards to pay for my purchase?

Unfortunately, you are only able to use one credit card to make your purchase on www.tumi.sg.

However; you may use your balance TUMI store credit and credit card combination for your purchase.

Still have questions?

The best way to reach us is by email.

Contact Us