JOLLYING Luggage | 5-Year Limited WarrantyDOTS Series

Damage Occurring During Transportation:

Upon arrival at your destination, immediately contact the airline or transportation provider if your luggage is damaged. Do not leave the arrival/baggage claim area until the issue is resolved. Airlines are responsible for luggage damage, but many only allow claims within 24 hours. Reporting the damage and submitting a claim on-site increases your chances of compensation. If you leave the airport before reporting, the airline may refuse to accept the claim.

At JOLLYING, we pride ourselves on our high-quality luggage and exceptional customer service. We believe in transparency and are committed to providing clear warranty coverage. Our warranty covers manufacturing defects and offers support for daily wear and tear as much as possible.

First Year of Use: Worry-Free Warranty

For the first year from the purchase date, we offer a worry-free warranty. If your luggage is damaged due to improper handling by the airline, accidents, or other situations affecting its use, we will repair or replace it. If the damage is irreparable, you are entitled to a free JOLLYING replacement.

Second to five Year: Comprehensive Maintenance and Repair

From the second year onwards, our warranty covers defects caused by manufacturing. If there are any issues, we will provide free repairs, depending on the availability of parts. We strive to offer long-term repair services, but if specific parts are no longer available due to design changes or production shutdowns, we will provide a replacement of similar value.

Beyond 5 Years:

While our warranty service ends after five years, our commitment to you does not. If repairable parts are available, we will provide them at the cost of shipping and components.

We focus on product sustainability and extending their lifespan. Our goal is to keep your JOLLYING luggage in optimal condition by providing maintenance and replacement parts. However, some accessories may no longer be available over time.

If you have questions or need assistance, our customer service team is always ready to help.

First Year: Worry-Free Guarantee

If any defects or damages are found within the first year, please contact us immediately. We promise comprehensive warranty services to ensure your product remains in top condition. This includes severe wear and tear, damage caused by accidents, and product damage due to improper airline or train handling that cannot be repaired. If the situation is irreparable, you are entitled to one free JOLLYING replacement.

For professional repairs, please contact the nearest authorized repair center. If shipping services are available in your location, we will cover the round-trip costs. If no repair center is available, we will send necessary parts and instructions for self-repair. Repair services in countries other than your purchase location may incur processing/handling fees, but parts will be provided free of charge. "Wear and tear" refers to long-term use that affects functional performance, excluding surface defects that do not impact functionality.

Second to five Year: Comprehensive Maintenance and Repair

During the second and five years, we provide thorough repair services for your JOLLYING products to keep them in the best possible condition.

Services include free product replacement or repair for any defects from normal use or production within five years. If manufacturing issues occur, JOLLYING reserves the right to make final interpretations and decisions.

- Shell Cracks: Generally irreparable, each case will undergo technical evaluation. Cracks from normal use are usually due to significant external impact and are not covered by warranty. We will attempt to restore functionality, though the appearance may be affected. If the crack is determined to be a design defect, we will offer a replacement. JOLLYING reserves the right to interpret shell defects.

- Appearance Damage: Scratches, dents, wear, stains, and discoloration are considered appearance damage. Dents may sometimes be repaired, but the outcome depends on the individual case. When no cracks or dents are present, appearance damage is not covered by the warranty. While we cannot guarantee restoration to the original state, we will do our best to assist.

- Normal Wear and Tear: There is no specific coverage, but we promise to replace standard damaged parts to extend the service life of your luggage, including handles, wheels, zipper heads, locks, and handles. Part availability will depend on inventory. If your model's accessories are unavailable due to design changes, we will help provide customized solutions.

Other Precautions: 

Excessive pressure, speed, weight, improper cleaning, extreme temperatures, acidic substances, solvents, moisture, sunlight, fabric wear, breakage, tearing, cutting, pulling, or fabric melting are not considered manufacturing defects and are not covered by warranty. 

From the second to the five  year, luggage that cannot be repaired due to accidental damage, appearance damage, or poor handling by airlines will not be replaced. The warranty does not cover damage or loss of components such as body fabric, shell, lining, zipper, or detachable accessories. Only manufacturing defects are covered.

After five Years of Use:

Thank you for choosing JOLLYING products for over five years. Our products are designed for long-term durability. Although the warranty has expired, older model accessories may have been discontinued after five years.

If parts are still in stock and the product can be repaired, we will charge a one-time fee for parts, plus shipping and repair costs. If it cannot be repaired, we will recommend a responsible approach and encourage you to continue using JOLLYING for your travels.

Luggage Warranty Does Not Apply To:

- Lost, contaminated, or unidentifiable proof of purchase, or inability to provide an online order number screenshot.

- Products purchased from unauthorized distributors, parallel imports, second-hand, refurbished, returned, or substandard items.

- Unauthorized assembly, modification, or repair.

- Situations not covered by our warranty policy will be provided with a repair quote; we can assist in claiming compensation from a third party or direct you to a repair center.

For more information or assistance regarding the warranty, please contact us. Refer to this page or an authorized dealer for the latest warranty information. We reserve the right to interpret, change, modify, add, or delete warranty terms at any time.

Shipping Policy

Section 1 - FREE WORLDWIDE SHIPPING

Our website offers Luggages、bags and luggage accessories shopping for customers in North America, Europeand Oceania.If you are unable to complete the purchase in your area, please contact service@jollying.com

Section 2 - SHIPPING TIME
We dispatch within 48 working hours (pre-sale items excluded) unless in the case of a force majeure. 

We offer the following shipping methods for domestic and international orders:

• Standard  Shipping: Estimated delivery within 10-15 business days.
• Expedited Shipping: Estimated delivery within 7-10 business days.

Please note that delivery times are estimates and may vary depending on your location, shipping method selected, and other factors beyond our control.

Please check the following table for references in specific cases.

Note: All products require 1-2 Business Days of production time, which is not included in

Section 3 - Shipping Restrictions

We do not offer shipping to the following:

If your shipping address falls within these postal codes, your order cannot be processed for delivery.

Section 4 - Shipping Methods

JOLLYING utilizes different carriers to ensure timely delivery of your items. We work with a variety of shipping carriers around the globe, our shipping partners include but not limited to UPS, DHL, 4PX, UPSP, EUB, EMS etc. We will choose the best shipping carrier option available for your order so your parcel will arrive at yours ASAP

The merchandise you order may be filled from several locations, and items may arrive separately. In such cases, you will not incur additional shipping charges, and your shipping charge (if applicable) will be split across multiple packages when your order is shipped.

Please note: We are unable to provide delivery to PO/BO BOX addresses and military addresses. Please provide a residential address, and the products will be delivered directly to your home.

Once a package has been declared "delivered" by the local courier, UPS, DHL, 4PX, UPSP, EUB, EMS etc, we have no further liability. Stolen or missing orders "after delivery" are the responsibility of the purchaser and will not be refunded/reshipped. We will make every effort to assist and give advice/support, verify delivery etc. If the shipping issue is the fault of the carrier, such a "declared lost" shipment or “returned to sender”, for example, we will help and send a replacement order.

The customer is responsible for any customs fees, import duties, or taxes imposed by your country’s customs department.

Shipping carrier delays, weather delays, or international customs inspection delays are beyond our control.

If you do not receive your item on time, please contact us for further assistance.

Section 5 - Do You Provide Tracking Information?Order Processing

Yes, once your order ships, you will receive an email containing your tracking information. Please note that for free shipping orders, tracking information may not always be available. 

Section 6 - My Tracking Says "No Information Available at the Moment."

For some shipping companies, it may take 1-3 business days for the tracking information to update in the system.

Please be aware that items in the same purchase may be sent in separate packages, even if combined shipping was specified.

Section 7 - If You Have Any Other Questions

Should you have any additional inquiries, please do not hesitate to contact us, and we will do our best to assist you.

Email：service@jollying.com

Support Time: Mon – Fri: 9 AM-5 PM EST

What’s your return and exchange policy?

Transforming travel is our mission, and we stand by the quality and design of everything we make. We want you to love everything about JOLLYING products, too—which is why we offer free returns and exchanges on unused items for 30 days. We are only able to accept returns on unused items, so please gently test your products at home before traveling with them. Here’s how:
 
Take your suitcase for a spin indoors, preferably on carpet, to test out our 360-degree, buttery smooth wheels.
Try out your suitcase’s interior compression system by packing in as many outfits as you can. 
Keep your suitcase’s lock set to 0-0-0 until you’re sure you want to keep it. 
Keep your original packaging—you’ll need it if you want to return your order.
If everything is to your liking, it’s time to make things official! You’re ready to get Jollying.

Cancellation

We will deal with your order and ship it out for you within 24 hours. You are able to cancel your order within 24 hours if you need to cancel and we will deal with the refund in 1 business day if the order has not been shipped. Order can not be canceled after the item has already shipped.

Refund Eligibility

To be eligible for a refund, please ensure that:

• Items returned must be in their unused condition with the original packing. No impact on secondary sales. We do not accept a returned item that’s used, worn, damaged, washed or altered in any way. 
• You provide proof of purchase (such as an order confirmation email or receipt). 

Refund Process

To request a refund, please contact our customer support team at service@jollying.com with your order number and the reason for your return. Once your request is received and approved, we will provide you with instructions on how to return the item.

Please note that you will be responsible for return shipping costs unless the return is due to a defect or error on our part. We recommend using a trackable shipping service to ensure that your return reaches us safely.

Return & Exchange Address

For any return or exchange application, please contact us by email (service@jollying.com) in advance and return the goods after getting the approval. We don't accept returns without prior request.

Refund Timeline

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 2 business days. 

For PayPal refunds, please allow up to 24 hours for the transaction to appear in your account. For credit card refunds, it usually takes 7 days, but the time may vary by bank, with some taking a few days and others taking a few months.

Non-Refundable Items

Please note that certain items are non-refundable, including:

• Gift cards
• Downloadable software products
• Personalized or customized items
• The original shipping fee and insurance

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at service@jollying.com so that we can resolve the issue promptly. We may require photographic evidence of the damage or defect to process your refund or exchange.

Note: 1.Free return is available for quality problems only.
          2. Return is available for once only.

Contact Us

If you have any questions or concerns about our refund policy, please don't hesitate to contact us at service@jollying.com. Our customer support team is here to assist you and ensure that you have a positive shopping experience with JOLLYING.