FAQ
Shipping Info
When will my orders be processed?
- For Cash on Delivery, the order will be processed as soon as the order has been placed.
- For Credit/Debit Cards, e -Wallets, and Billease we will process your order once payment has been confirmed.
How do you ship my orders?
Enjoy free standard delivery on orders of ₱5,000+ or more. Orders are handled by our trusted delivery partners to ensure a reliable delivery experience.
Estimated Delivery Timelines
Metro Manila: 3 business days
Luzon: 5 business days
Visayas & Mindanao: 9 business days
Delivery timelines are estimates and may vary depending on the delivery location, peak sales periods, holidays, or inclement weather.
What are your shipping rates?
Shipping rates vary depending on the number of items as well as the shipping location. You can check the shipping rates on the shopping bag summary.
How can I track my order?
You can monitor your shipment's progress by visiting our Tracking Page. Simply enter your order number and the email address used at checkout to see the latest updates.
Warranty/Services and Repair
How long does your warranty cover?
We offer a five-year warranty from date of purchase. Any defect in workmanship and materials will be repaired or, if necessary, replaced for free, provided that the defect is not caused by unreasonable use, improper care, negligence, or normal wear and tear.
Scope of Warranty (wheels, zipper etc)
The warranty covers the trolley system, logo, zipper puller, zipper, wheels, foot studs, and handle. The extent of coverage may differ depending on the specific collection.
Does your warranty cover all items?
All World Traveller products is supported by a five-year warranty. For more specific information, kindly consult the item's description or reach out to our sales associates. Additionally, you can direct your inquiries to customercare@primergrp.com for further assistance.
Do you have international service centers?
At present, World Traveller service centers are located within the Metro Manila area in the Philippines. If you have any additional concerns or inquiries, please don't hesitate to reach out via email at worldtraveller.ph@primergrp.com.
I lost my receipt. Will my luggage still be considered under warranty?
To avail of the warranty, it's essential to retain the original receipt or warranty card. Without the receipt, we won't be able to honour a warranty claim. Alternatively, you have the option to arrange and cover the expenses for repairing your item independently.
How much am I going to pay for repair?
The repair cost varies depending on the extent of damage. We recommend bringing your damaged item to the nearest service center, where our repair experts can assess it more accurately. Don't forget to bring your official receipt or warranty card, especially if your product is covered by the 5-year warranty.
How long will it take to get my item fixed?
The repair process typically spans 3-4 weeks, influenced by factors such as spare part availability, the extent of damage, and the volume of repair orders from other customers.
Can you accept items for repair that are not covered by warranty?
Certainly, however, the customer will be responsible for covering the expenses associated with repairs and spare parts.
Return
We want you to receive your order in good condition and as described. If your item arrives damaged, defective, or incorrect, please contact us within 30 days of receiving your package to request a return.
How to Request a Return
- Contact Us: Tap the chat icon at the bottom right of our website within 30 days of receiving your package. Provide your Order Reference Number, reason for return, and clear photo proof of the issue.
- Request Review: Our customer support team will assess your request and confirm the next steps, including return shipping instructions where applicable.
- Return the Item: Follow the instructions provided by our team to ensure the item is returned safely.
- Refund or Resolution: Once the returned item has been received and assessed, we will process the appropriate resolution in accordance with our returns policy and applicable consumer protection laws.
Important Return Guidelines
- Item Condition: For approved returns, follow the return instructions provided by our customer support team. Items being returned should include their original packaging and accessories, where applicable.
- Return Shipping: We will cover reasonable return shipping costs for confirmed items that are damaged, defective, or incorrect.
- Safe and Trackable Shipping: If you are instructed to arrange return shipping yourself, use an insured, trackable courier and retain your proof of shipment. You remain responsible for the parcel while it is in transit until receipt is confirmed, except where applicable law provides otherwise.
- Refund Method: Approved refunds will be processed using the applicable refund method. Where Store Credits are used, they will be valid for 1 year, subject to the applicable terms and conditions.
For further assistance, please contact our customer support team through the website chat.
Visit The Travel Club Repair Hub for your bag and luggage concerns. To initiate the process, kindly submit your repair request at https://thetravelclub.ph/aftersales-inquiry. You may also reach out through the official social media pages of @worldtravellerglobal.
