Quick answers about orders, delivery, returns and the 5-year warranty. Still stuck? Email hello@evanoe.com or use our contact form. Include your order number if you have one.
Orders
How do I pay?
We accept major cards, Shop Pay, Apple Pay and Google Pay at checkout. Checkout is handled securely by Shopify.
Can I change or cancel my order?
Email hello@evanoe.com with your order number as soon as possible. If your order hasn’t shipped yet, we’ll do our best to change or cancel it.
Shipping & tracking
Where do you deliver?
Free standard delivery covers the 48 contiguous states and Washington, DC. We can’t currently deliver to Alaska, Hawaii, US territories, APO/FPO addresses or PO boxes, because our carriers need a street address. Shipping details
How long will delivery take?
Estimated delivery is 1–3 business days from when you place your order, with free shipping from a US warehouse to the contiguous United States. Weekends, holidays and carrier delays may add time. This is an estimate, not a guaranteed arrival date.
How do I track my order?
We email your tracking number as soon as your order ships. You can also sign in with your email to see your orders and tracking. If you order more than one item, they may arrive in separate parcels.
Returns
What is your return policy?
You can return any item within 30 days of delivery for any reason, as long as it is unused, in its original condition and packaging, with all tags attached. Return shipping is paid by you. Full returns policy
How do I start a return?
Message us through our contact page with your order number and the item you want to return. We reply with your return address and instructions. Please don’t send items to the sender address on your parcel.
When will I get my refund?
Once your return arrives and is checked, we refund the item price to your original payment method within 5 business days. Your bank may take a few extra days to show it.
My item arrived damaged or wrong. What now?
Tell us within 30 days of delivery with your order number and clear photos of the item and packaging. We’ll send a replacement or a full refund and cover any return shipping.
Warranty claims
What does the 5-year warranty cover?
Manufacturing defects in materials and workmanship for five years from delivery: cracked or split shells from normal use, broken wheels or handles, and failed zippers, locks, straps or seams. It doesn’t cover normal wear such as scuffs and scratches, airline or carrier damage, or misuse. Full warranty
How do I make a warranty claim?
- Message us through our contact page with your order number.
- Describe the problem and attach clear photos.
- We reply within 24 hours with the next step. If approved, we send a replacement part or a replacement item and cover the shipping to you.
My suitcase was damaged on a flight.
Airline damage isn’t covered by our warranty, so report it to the airline at the airport before you leave. Ask for a damage report reference and keep photos. We’re happy to help with order details for your claim.
Product & sizing
Will the suitcase fit as a carry-on?
The Carry-On Travel Set suitcase measures 14.2 × 8.7 × 22.8 in including wheels. That is within the published limits of Southwest and Frontier, but 0.8 in taller than the 22 × 14 × 9 in limit used by American, Delta, United, Alaska and JetBlue, where it may need to be checked. Rules change, so check your airline before you fly.
Will a hardshell suitcase scratch?
Hardshell luggage picks up scuffs and marks with travel. That’s cosmetic and isn’t covered by the warranty, but cracks from a manufacturing defect are.
Which colors are available?
The Carry-On Travel Set is currently in stock in black. Other colors show as coming soon on the product page when they aren’t available.