You may submit an online repair request by visiting our Service and Repair link https://www.tomcruiser.com/ and completing the online repair request form.

In the event of damage during the first twelve (12) months of ownership, including damage caused by normal wear and tear, airline handling, or other transit damage, Tom Cruiser 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 damages.

Tom Cruiser offers a three (3) year warranty for all products, and covers manufacturing defects and normal wear and tear. Tom Cruiser will repair items with defects in materials or workmanship, such as faulty handles, zippers, or locks.

However, Tom Cruiser does not cover damage caused by airlines or transit. Claims for transit-related damage should be directed to the carrier. As with the first year, damages resulting from abuse, cosmetic issues, and incidental or consequential damages are excluded.

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.

You may check the status of your most recent orders by clicking on “Track Orders” under My Account. You will be prompted to enter in your order number and either your zip code and/or email address. You are required to enter an e-mail address during Checkout, so that you may receive emails regarding the status of your order. This will bring your to the Order History page, which will provide you with detailed information about your current and past orders. Click on the tracking number located next to the item you want to track in order to view your order status and expected delivery date.

If order “is in route,” you may opt to receive updates via SMS or email. If order “is processing,” you may view an expected delivery date. You may also sign into your account and click on “View your order status.” A link is also located in your confirmation email. Please note: order information may not appear in your order history on www.tomcruiser.com for up to 24 hours.

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

You may submit your feedback to service@tomcruiser.com and your information will be forwarded to the appropriate department. You may also leave a review on tomcruiser.com by going to the Product Detail Page, select Ratings and Reviews, and Add a Review.

Please visit the Setting Your Tom Cruiser Lock page for instructions.

www.tomcruiser.com

A product’s availability is clearly noted on the Product Detail page as In Stock, Backorder, or Pre-order. Most products on our site are In Stock and ready to ship. Some products are either not yet available (Pre-order) or temporarily out-of-stock (Backorder).

Cleaning instructions for our products can be found on our Product Care & Cleaning page: [LINK]