FAQ

Orders are processed within 1 to 2 business days. Once shipped, delivery times are as follows:

- Contiguous U.S.: 3 to 7 business days

- Alaska and Hawaii: 5 to 10 business days

- Puerto Rico: 5 to 10 business days

Business days are Monday through Friday, excluding federal holidays.

International shipping is not available at this time. If you are outside the U.S. and interested in Portar, reach out to help@portar.co and we will let you know when we expand.

Your order number starts with "PAR" and are followed by digits. You’ll see this on your retail receipt, original order confirmation, and any shipment emails.

Nothing. Every Portar order ships free to the contiguous United States.

We currently ship to all 50 U.S. states, Washington D.C., and Puerto Rico.

International shipping is not available at this time. If you are outside the U.S. and interested in Portar, reach out to help@portar.co and we will let you know when we expand.

If your order has not yet shipped, reach out to help@portar.co and we will update the address. Once an order is in transit, we are unable to redirect it.

You will receive a shipping confirmation email with a tracking number once your order leaves our distribution center. Use the link in the email or visit our dedicated Order Tracking page with your order number and email address. You can also check your order status anytime at Order Details Page.

Yes. You will receive a shipping confirmation email with a tracking number once your order ships. You can also track your order anytime on our dedicated Order Tracking page using your order number and email address.

We accept returns on unused items within 100 days of delivery, free of charge. Return shipping is on us.
Choosing the right carry system is personal. We would rather you take your time at home than feel rushed into a decision.

Before You Travel With It
We ask that you test your Portar at home before taking it on a trip. Once a product shows signs of travel use, it is no longer eligible for return. Here is what we recommend:

• Take it for a spin indoors, preferably on carpet, to feel the smooth wheels in motion.
• Pack it as you would for a real trip. Test the compression system, the dividers, the interior pockets. Our size guide can help you confirm the right fit.
• Leave the lock set to 0-0-0 until you have decided to keep it.
• Hold on to the original packaging. You will need the box and all included materials if you choose to return.
• If everything feels right, reset the lock to your own combination and go.

To proceed with a return or exchange, please visit our Returns & Exchanges Self Service Portal to download a prepaid return label. Please note that original shipping fees are non-refundable.

1. Visit our Returns and Exchanges page to start your return.

2. Download your prepaid return label.

3. Pack the product in its original packaging with all included accessories.

4. Drop it off at the designated carrier location.

Refunds are processed within 7 business days of receiving your return at our distribution center. The refund applies to the original payment method. Original shipping fees are non-refundable.

Need a different size or color? We handle that directly. Start an exchange through the Returns and Exchanges page, and we will ship the replacement as soon as your return is in transit. No need to place a separate order.

Exchanges are available within the 100-day return window for any in-stock size or color within the same product line.

EdgeFrame™ is our proprietary frame construction that combines the strength of aluminum with lightweight polycarbonate panels, providing superior impact resistance while keeping the suitcase light.

We have a set your lock guide that walks you through setting up lock combination.

Yes. All Portar suitcases come with a complimentary set of compression packing cubes worth $50 as part of our inaugural launch pricing.

We’ve recently started including dust bags with all of our suitcases as part of a packaging upgrade. Since we’re still in the process making this update, there’s a chance that some orders may include a mix of suitcases with and without dust bags.If your luggage did not come with a dust bag, feel free to store it in its box, or nest it inside of the Medium or Large if it is a carry-on size.

Yes, all Portar suitcases feature an integrated TSA-approved combination lock for secure, hassle-free travel.

Every Portar product is backed by a lifetime limited warranty. If a defect in materials or workmanship shows up under normal use, we will make it right.This is not a satisfaction guarantee or a replacement for the return policy. The warranty exists for the long run. It covers the kind of failures that should not happen to a well-made carry system.

Covered

The warranty applies to the original purchaser and covers defects including:

- Cracks or breaks in the shell that occur under normal use

- Wheels that detach or stop functioning

- Handles (telescoping or carry) that break or fail to operate

- Fabric tears caused by material or stitching defects

- Lock mechanisms that malfunction under normal operation

Not Covered

The warranty does not extend to:

- Normal wear and tear from regular use

- Cosmetic damage, including scuffs, scratches, and dents

- Damage caused by airline handling or third-party carriers

- Unauthorized modifications or repairs

- Products purchased from unauthorized resellers

- Products purchased secondhand or received as gifts from non-original purchasers

- Items marked "as-is" or "final sale" at the time of purchase

1. Visit our Order Details Page and select "Warranty Claim." for the product in the return flow.

2. Include clear photos showing the defect.

Our team will review your claim within 3 to 5 business days. If approved, we will either repair the product or send a replacement, depending on the nature of the issue and current availability.

To process a warranty claim, we require:

- Proof of purchase from portar.co

- Photos of the defect

- The original order number, if available

We may ask you to return the defective product before shipping a repair or replacement. Return shipping for warranty claims is covered by Portar.

We’re so happy you want to get Away with your friends! Here’s how it works:

• Click on ”Refer a Friend” within your account or go to portar.co/pages/friends.
• Choose how to share your unique referral link.
• Once someone uses your unique referral link to make their first purchase of an Portar suitcase or bag, they get a discount and you receive a discount code, delivered to your email address. (See full program terms for purchase minimums)

Discount and reward amounts may vary from time to time, visit portar.co/pages/friends for the latest offer and portar.co/pages/referral-terms for the full program terms and conditions

We’re so excited your friend is helping you get Portar! If you received a unique referral link, please follow the instructions below:

• Click your friend’s referral link (or copy and paste it into your browser).
• You’ll be taken to our Get Rewarded page.
• Your unique code will appear, save it and apply it at checkout.
• Start shopping! The referral discount is valid on all products (see full program terms for details).
• At checkout, enter your code to see the discount applied to your order total.

We are sorry to hear the referral link did not work as expected. Here is how the process should go:

After clicking your friend's referral link, you will be asked to enter your email address. Once submitted, you will receive a unique discount code. Save it. You can apply it at checkout on your first Portar order.

A few things to keep in mind:

• The referral discount applies only to carry systems and bags. See our full program terms for details.
• The referral and the qualifying purchase must both be made on portar.co. The Refer-a-Friend program is currently available to customers in the United States only.

If you are still having trouble, visit portar.co/pages/referral-terms for full program terms, or reach out to us at help@portar.co with the referral link and the name and email address of the person who referred you. We will look into it.

Visit our Contact Page to chat with our AI assistant for immediate help. If you need further support, fill out the form on the same page and we will get back to you within 1 to 2 business days. Include any relevant details, such as your order number, photos, or anything else that helps us resolve it faster.

We have a guide that walks you through setting up lock combination.

Both locks are pre-set to 0 – 0 – 0 from the factory. The dials may appear at different numbers after shipping. Simply align them to 000 before beginning the programming process.

You must set both locks. Your Portar case has one lock at the top latch and one at the bottom, each operating independently. Repeat all five steps for each lock. If only one lock is set, the other will remain at 0-0-0.

There is no master override for personal combinations. This is by design to keep your belongings secure. If you are locked out, contact us at help@portar.co and our team will discuss your options.

The most common causes are: the toggle was not slid fully into the SET position before the dials were changed; a dial shifted while moving the toggle back to OFF; or the dials were not set to the correct previous combination at the start. Return to Step 1 and repeat carefully.No. The TSA key slot is a separate mechanism from the combination. Agents insert a universal master key into the round slot on the lock face, inspect your bag, and relock it without affecting your personal code or the lock's physical integrity.Yes, as many times as you like. Follow the same five steps, but in Step 1 enter your current combination instead of 0-0-0. Then slide the toggle to SET, dial in your new code, and return the toggle to OFF.

No. The TSA key slot is a separate mechanism from the combination. Agents insert a universal master key into the round slot on the lock face, inspect your bag, and relock it without affecting your personal code or the lock's physical integrity.

Yes, as many times as you like. Follow the same five steps, but in Step 1 enter your current combination instead of 0-0-0. Then slide the toggle to SET, dial in your new code, and return the toggle to OFF.

A quick wipe after every trip is ideal. Do a deeper clean every few months or when you notice visible dirt buildup.

Yes. Use a lightly dampened microfibre cloth. Dry it off immediately to avoid water spots on the anodized finish.

Degraded wheel performance is almost invariably caused by fibre or thread wound around the axle. We recommend revisiting the wheel care steps in the guide. Should the issue persist following a thorough clean, our support team is ready to assist with precision bearing replacement at your convenience.

Yes. Aluminum naturally develops small scratches and marks through travel. These are a normal part of the material and do not affect the strength or performance of your suitcase. Many travelers appreciate this patina as it reflects the journeys the case has taken.

The interior lining is permanently bonded to the shell structure and is not designed for removal. We recommend the targeted spot-cleaning method. For persistent or residual odor, place an open sachet of activated charcoal within the sealed case and allow it to work overnight, a refined solution for a refined piece.

The Leather Luggage Tag comes only with our all-aluminum Lucent collection at launch. We'll soon make luggage tags available to purchase separately so you can add them to other collections as well.

No. Once the free end is through the buckle and pulled tight, the buckle grips the strap and holds firm. Pull it tight, give the tag a tug to check, and it won't come loose in transit.

Pull until the strap sits tight against the handle with no slack. Once secured, you shouldn't be able to slide the tag along the handle. A firm tug downward on the tag is the easiest way to check.

Either the top carry handle or the side grab handle works. We recommend the top handle since it's the first part of the bag visible at the carousel, making your details easy for airline staff to spot.

Yes. Push the free end back through the buckle slot to loosen the strap, then unwrap it from the handle. You can re-attach the tag as many times as you like.