Free shipping & lifetime warranty

FAQ

For more questions, contact us at

help@gopenguin.com

Shipping & Returns

Q: Where can I buy GoPenguin Product?

A: You can only buy on our website and Amazon for now, but more channels will be available in the near future. Please keep an eye on our news.

Q: Where does GoPenguin ship?

A: Currently we mainly ship to the United States, the United Kingdom, Japan and most European countries (as below for a full list). We're working hard to expand, let us know the country you'd like to add to our list of destinations.
For other countries, you can still place order on Amazon.
Here's the full list of EU countries we ship:
Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden
.

Q: How much does shipping cost?

A: We provide free shipping to US, UK and Japan. International shipping fee will be charged according to the weight/price. 

Shipping Type

Price Range

Rate Amount

International shipping (approx. <10lbs)

$0.00 – $200.00

$25.00

International shipping (approx. <15lbs)

$200.01 – $300.00

$49.99

International shipping (approx. <25lbs)

$300.01 – $400.00

$59.99

International shipping (approx. <35lbs)

$400.01 – $600.00

$79.99

International Shipping (Inquire Seller)

$600.01 and up

$200.00

 

Q: What is your return policy?

A: We provide you with a 30 day hassle-free return service. You can return for refund or replacement within the period provided the luggage is unused, and in original condition. For more details, please refer to return policy page.

Product

Q: How are GoPenguin suitcases made?

A: We are more than excited to share with you how a GoPenguin comes to life.

GoPenguin suitcases are made with custom interior designs that need to be manually built by experienced artisans. It is also vitally important for them to maintain consistency with every luggage that moves on the production ramp. We spent years looking for the right manufacturers before we launched GoPenguin, and when we found them, we were blown away with their impeccable craftsmanship, skills and attention to detail. From the Hinomoto wheels to the interior zipper size, the leather stitches, the handles, and even the tiniest details - our manufacturers provided us with professional advice, guidance and insight at every step.

Q: How to reuse the packaging box?

A: Make good use of the packaging box by simply following the instructions on the box to convert it into a DIY cat play house within seconds.

Q: Why does GoPenguin Carry-Ons cost so much less than others?

A: Here is the story. Our founder, Mily Lee loves to travel and realizes that the market is crowded with luggage that are either overpriced or fall short of acceptable quality. "Traveling doesn't have to be expensive". Hence, the solution was GoPenguin - made out of the finest quality materials but with a reasonable price tag. We greatly cut out spends in supply chain and some middle-men to reduce costs.

Q: Will GoPenguin Carry-Ons fit the airlines?

A: The exterior dimension of GoPenguin Carry-On is 22.5" x 14" x 9", which fits in sizers and overhead compartments of all major airlines including Delta, United, American, Southwest and JetBlue.

Q: What is Bayer Makrolon® Polycarbonate PC?

A: This type of polycarbonate, supplied by German company, Bayer Industries, is the most advanced luggage material available in the market today. GoPenguin Bayer Makrolon® Polycarbonate shells are the ultimate material to withstand extreme temperatures and resist impact during transit.

Q: How do I set the lock on my suitcase?

A: Here’s how to set the combination lock for GoPenguin suitcase:

  1. Set the dials to 0-0-0 (initial passwords).
  2. Press the reset button - the small round button right next to the number dials - with a pen or pointed object, it’ll automatically stay down.
  3. Roll the digits on the dials to the combination of your choice.
  4. Slide the latch towards the dials. The reset button will pop back up and your combination will be set.

Please note that correct password is the only way to get in your suitcase. We highly recommend you saving it properly for future reference.

Warranty

Q: Do your suitcases have a warranty?

A: Yes, GoPenguin Products are guaranteed by a two(2) year limited warranty that covers any defects in material and workmanship when they are normally used for intended purposes. By subscribing on our website, it extends to a limited LIFETIME warranty.

For more details, please refer to warranty page.