Monday – Friday: 10 am – 5 pm Closed on US & Canadian holidays.
Frequently Asked Questions
Shipping & Returns
Where do you ship?
Currently, we ship to the US and Canada by UPS through our online store.
For international shipping, feel free to reach out to email@example.com and someone can assist you with a shipping quote.
How much does shipping cost?
We offer free UPS Ground shipping to the contiguous US and Canada on all orders over $285.
UPS Ground on orders over $285 – FREE! UPS Ground on orders under $285 – $10
Orders outside of the contiguous US UPS Ground to Alaska or Hawaii – $25 UPS Ground to Puerto Rico – $25
Do you ship to P.O. Boxes?
Sorry, we don’t. We ship with UPS, so we are unable to deliver to P.O. Box addresses.
When will I receive my order?
Your package will ship out of our Vancouver, Canada warehouse after 1 business day from when you place your order online. Depending on the delivery address, it takes 1 to 7 business days for your order to arrive depending on your location.
Orders placed on a holiday or weekend will be processed the following business day.
Can I learn more about your 100-day free trial and return policy?
We’re confident you’ll absolutely love your Monos luggage from day 1, but just in case you need some more time to decide, how does a 100-day trial sound?
If you’re not totally satisfied with your suitcase for any reason whatsoever, just send it back to us within 100 days for a full refund, no matter its condition. All scratched up from that time it fell off your moped in Da Nang? No problem, we’ll take it back. Plastered in stickers you bought from that cute shop in Brighton? We’ll take that back too.
And if any parts of your suitcase break during or after the 100-day trial, remember that our warranty covers repairs and replacements for life.
So go on, book that trip and bring our luggage along. We’ve got your back.
In the event of a return: Your only responsibility will be the cost to ship the item(s) to us if needed. To initiate a return, please email firstname.lastname@example.org
Which Carry-On size fits the airline guidelines?
The short answer is both! Here’s the long answer:
The Carry-On is made to fit official airline regulations at 22" x 14" x 9". It can fit in the overhead bin of nearly any plane, anywhere in the world.
The Carry-On Plus is made to fit the sizers that major airlines actually use in practice. We found that the sizers can fit bags that are slightly bigger than the official “standard” size.
We decided on the Plus sizing because many of our customers who showed early interest in our project were from the US. And when we looked into the "standard" carry-on size for all the major airlines, we found that what was on paper didn't necessarily match up to what was actually happening in practice. Those bins the airlines use are actually a bit bigger than what they say is the maximum size. So, we designed our Carry-On Plus to fit those sizers and maximize storage space!
Carry-On Plus fits the sizers of major airlines including Delta, United, American, and JetBlue.
Which Carry-On suits me best?
It all depends on how you do your travelling.
If you always take long-haul flights on major airlines or larger planes, get the Carry-On Plus. It fits the sizer, lets you pack extra goodies on the way back, and fits perfectly in the overhead bin.
If you do most of your traveling with smaller, regional or domestic planes outside of the US, the Carry-On Plus will still fit in most planes but may need to be gate checked for some airlines. However, if space isn’t an issue for you and you tend to fly with smaller airlines and planes, then the Carry-On will be your best choice.
How do I open and set the lock on my Monos suitcase?
To open your Monos suitcase, simply find the slider with a small arrow on it. Slide this in the pointed direction and the zippers will pop off allowing you to access the suitcase.
If you’re a visual learner, here is a short video of the lock opening.
The opening combination has been set to 0-0-0. To set your own, follow these steps:
Turn the dials to the opening combination.
Press down the reset button with a pen until you hear a click. The button will stay pressed in.
Set your own combination by turning the dials.
Push the slider button in the direction of the arrow until the reset button pops back up. Be sure to memorize your combination. To set a new one, repeat the steps above.
Please note that once you set your lock, no one else will know how to open your bag – including us. We recommend keeping the combination somewhere safe to make sure you don’t lock yourself out – whether it's by emailing yourself, taking a picture of it, or storing it somewhere on your phone.
How do I care for my luggage?
To clean the polycarbonate shell and interior lining, use a soft, damp cloth with warm water and mild dish soap.
For stubborn scuff marks on the shell that water and soap can’t easily remove, use the included eraser sponge. You can also buy the heavy duty magic eraser brands from a local store.
Wet the sponge and squeeze out excess water.
Gently rub the scuffed area until the mark disappears.
Rinse sponge with clean water.
Squeeze dry and store.
Where and how are Monos suitcases made?
Our products are designed at our studio in Vancouver, Canada, and manufactured in China. We only partner with factories that share our standards and values – on quality and materials, as well as clean, safe work environments we would want for our own employees. We visit and collaborate with all our partners frequently to find ways we can keep making our products better and more sustainable.
What about sustainability?
Our products are built with sustainability in mind from start to finish. Because of our focus on quality over quantity, our suitcases are made to last (unlike other cheaply-made luggage that needs to be replaced frequently). This, combined with our lifetime warranty, means less luggage waste piling up in landfills.
We use aerospace-grade, recyclable polycarbonate and aluminium materials for our suitcases. And our manufacturing partners are always looking for environmental efficiencies, like collecting parts and plastics that can be reused or recycled for other industries. Components like the gaskets along the suitcase and spine are made from a special material called TPE, which is eco-friendly and compostable. 90% of brands in the market today opt for the cheaper PVC material, which is highly toxic and non-recyclable.
How much do the Monos suitcases weigh?
At Monos, designing a suitcase that is lightweight yet made with quality components was very important to us.
Most companies that only aim to be the lightest will generally use cheaper parts and materials, such as brittle shell materials that break on impact, plastic parts that crack or warp over time, cheap wheel bearings that are overly noisy, and thinner or cheaply cast metals that don’t stand up to heavy use.
Our luggage has a difference in quality you can feel – from the handles right down to the inner lining fabric – all while staying competitively light.
The Carry-On has an estimated weight of 7.8 lb. The Carry-On Plus has an estimated weight of 8 lb. The Check-In has an estimated weight of 11.7 lb.
Do your suitcases have a warranty?
We construct our luggage to last – that’s why our products are backed by a lifetime limited warranty. Please note that the warranty only extends to the original owner of luggage and does not transfer.
What this lifetime limited warranty covers:
Cracks or breaks in the shell
Wheels, handles, or telescoping handles that break off or are no longer usable
Zippers that can no longer be opened or closed
What this lifetime limited warranty does not cover: “Cosmetic Damage” which is defined as scratches, dents, dings, scuffs, stains, colour changes, normal wear and tear, technological obsolescence, or other non-functional changes in the appearance of the product that occur during normal handling and use of Luggage by any party and which do not impair the functionality of the product as luggage.
In the event of a claim: Your only responsibility will be the cost to ship the item(s) to us if needed. Monos will cover the shipping of replacement products or parts. In cases where only parts are required, we will simply ship the parts to you in a timely manner upon verifying your claim and receiving verifiable proof of broken or defective parts, such as photos.