Heys FAQs

Heys America does not accept Backorders. However, in the rare event, we will offer “Pre-Orders” for a new or popular style. If you decide to place an order for a “Pre-Order” your credit card will be charged at the time of purchase to “reserve” your piece.

Please make sure your billing name, address and phone number matches exactly with the information your credit card company has on file. If the information is not a complete match, your order will not be completed.

Heys America cannot charge a credit card if the order was not completed or if the payment failed.

Your monthly credit card statement usually displays your EXACT billing information. If you are still unsure, please contact your credit card issuing bank to confirm / correct your billing information. Also, if you have recently moved, the Credit Card company may still have your old address on file.

Sorry, Heys America does not price match.

Please crosscheck your Invoice with with your financial records. If you have further questions or concerns, please email us at Shop.US@heys.com and our Shop Heys representative will get back to you.

If you are returning a product, credits can usually take up to 2 weeks from the time we receive your return.

If you are canceling an order that has not been shipped, please allow 2-4 business days for the credit to be issued.

However, credit card companies vary on the time it takes for a credit to appear on their customers' records. Please allow one to two billing cycles for the refund to appear on your statement, once it’s been issued.

Your credit card will be charged within 24 hours of submitting your order

Please click here for more information on returning an item within United States.

If you feel that you have received the wrong product, please contact our Heys America representative within 14 days of receiving the product. If you are traveling, please make sure you contact us before you depart.

For shipping to America, please click here
For shipping to Europe, please click here
For shipping to Korea, please click here
For shipping to Middle East, please click here

For all other International shipping, please email Sales.ca@heys.com and your inquiry will be directed to the appropriate department.

Heys America only accepts returns within United States

Please note we have different levels of luggage warranty. These levels are based on the different materials used on various styles. ie) German engineered Pure Polycarbonate material on the ELITE Series grants a 10 Year UNCONDITIONAL Warranty, while ABS/PC luggage affords a 5 year Limited warranty.

Visit our "Warranty Page” for more information.

Yes, registration is required to warranty your product. Please visit heys.com/register to activate your warranty.

This depends on several factors, such as the make of product itself, the nature of the repair, the location of Service center, etc... In general, for a service issue, it should take no longer than 30 days from the time it is received at the Service center.

You cannot reset your lock combination without knowing the original combination you had set. You can buy bolt cutters to break open your lock - but there is another more simple solution if you have 15 minutes to spare. Simply try all the possible combinations from 000 - 999 ( 000, 001, 002, 003 through to 999) It may sound like a laborious task, but it should only take you 15 minutes to go through all the numbers - and it will save you from breaking your lock. So it’s the best solution if you forget your combination code. Try it out instead of breaking your lock and having to buy a new one.

Please view the instruction manual ( included in the purchase ) or follow the instructions -Here

The Keyhole on your TSA lock is for TSA personnel ONLY. It allows them to open, inspect and re-lock luggage if necessary. This applies to passengers arriving and/or connecting to the United States. Unless you own the Smart Luggage, the new innovative technology suitcase that comes with a built in App controled TSA Lock and a set of keys.

This applies to passengers arriving into the USA and connecting to other flights.

The Transportation Security Administration (TSA) requires access to air passengers' luggage for security screening in the USA, sometimes without the passenger being present. To allow luggage to be locked for protection against theft, the TSA has approved certain locks, identified by a logo on the locks. TSA personnel’s can open and inspect your luggage and then re-lock your luggage with a master TSA key. If TSA officers require an inspection on your luggage and you do not have a TSA Lock, then they may break your Lock to inspect your luggage.

If you cannot find the size of a product that you are interested in, please send us an email at Shop.US@heys.com and we will see if we can accommodate your request.

If you know the name of the product you would like to purchase, please click the magnifying glass on the top right hand side of the screen. If you have any trouble locating a product, feel free to contact our customer service for assistance.

Heys has launched several styles of xscales, please view the instruction manual ( included with your purchase) on how to replace the batteries on your xScale.

If you are unsure, please email us at service.us@heys.com for further assistance.

We put a clear coating of protective film, on most of our glossy surfaced luggage’s. The clear film helps protect your bag from any scratches, or scuff marks while the luggage is in transit.

No, Heys America online is not open to the public.

Our office hours are from Monday to Friday – 9am CST to 4pm CST.

Please Click Herefor our company contact information.