Frequently Asked Questions
100 Day Trial
1. How do I get started?
Any ITO customers who purchased a luggage during the period of February 10th, 2020 to March 31st, 2020 via any payment method except installment are eligible for the 100 Day Trial program. However, the trial is limited to one luggage per customer.
Simply ensure you register here within 15 days after you received your order to activate the trial.
2. Am I eligible for the trial if I use installment payment?
Unfortunately, customers who choose this payment method will not be eligible for the 100 Day Trial. Please ensure you choose one of the following payment options to participate in the program:
Credit / Debit Card
Bank Transfer
Cash On Delivery
3. What kind of information will I need to share?
Don’t worry, we only ask to ensure you’re fully covered. You’ll only need to share basic contact and order information and you’re set for the trial.
4. How do I know when my trial starts and ends?
After your registration is complete, you will receive an email confirming your submission that will also detail the start and end date of your trial.
5. How do I begin my return?
If you’re not vibing with our product, you can send it back. You can fill the online form here or reach out to us through our chat to receive a copy. Our customer service team will gladly guide you through the process. After that, you'll simply need to return our product back to us to the address below:
ITO CASES PHILIPPINES
METRO COMBINED LOGISTICS
21st St, Golden Mile Business Park
Brgy. Maduya, Carmona, Cavite
Contact Person: Melissa Santiago
Contact Number: +639270254862You’ll receive confirmation email again once we receive your parcel. The refund will be made via bank transfer within 30 business days after the confirmation email.
6. Why do I need to fill out a return form? I thought no questions asked?
Don’t worry, we don’t require you to provide any information you are not comfortable with. The details provided to us will help us expedite the return process for you, as well as help us in improving our product.
7. What do I need to complete my return?
Simply ensure all the luggage and included accessories are returned in its complete packaging and you will be eligible for a full-refund return. This includes Original ITO Carton Box and Black accessories carton box with complete contents:
Luggage Tag (available only on Pistachio, Ginkgo, and Almond models)
ITO Stickers
Product Manual
Warranty Booklet
Luggage Cover
In addition, the customer is also responsible for all shipping fees to return the luggage to ITO.
8. When is the deadline to return the luggage?
You will have until your 100th day to submit your return. The return form and exact date can be found in your registration confirmation email. The only information you will be required to provide is basic identification information and tracking number for the parcel.
If a form has not been submitted by the specific date, the trial will automatically expire but your luggage will still be under the protections of ITO’s 5 Year Limited Warranty. More on that here.
9. Is it a full refund ?
We’ll refund you the net amount that you paid when you purchased the luggage.
10. How long will it take to get my money back?
You’ll receive confirmation email again once we receive your parcel. The refund will be made via bank transfer within 30 business days after the confirmation email.
BRAND
1. What does ITO stand for?
ITO stands for I Travel Original. You may have different styles and go on different adventures, but you’re always an original with ITO.
2. Who is ITO?
ITO is an independent travel brand who believes that traveling is a way of life and a form of self-expression. We combined fine design with patented technology to create award-winning luggage that expresses personal style.
3. Where can I buy ITO products?
You will be able to get your own ITO from Lazada and Shopee very soon! Like us on Facebook and follow us on Instagram to get updated with the latest news and offers.
4. How do I join the ITO Crew?
Once you’ve purchase luggage from us, you’re considered part of the ITO Crew! Crew members have the chance to be featured on our social media accounts, and are the first to hear about product launches and promos. For more updates, like us on Facebook, follow us on Instagram, or sign up for our newsletter!
5. How can I contact you?
You can reach us through our social media accounts. We’re available to chat Mondays to Fridays, from 9:30 AM to 6:30 PM. Leave us a message, and don’t hesitate to ask any questions or give feedback! We’d love to hear from you.
PRODUCT
1. Which luggage should I get?
We have three series, each catering to the modern traveler’s different needs. Whether you’re looking for something lightweight (Pistachio), award-winning (Ginkgo), or luxurious (Almond), we’ve got you covered. All our series are named after nuts as they have solid outer shells but delicate inner “hearts.”
Pistachio is the ultimate minimalist with its lightweight build and clean lines. Its weight is equivalent to carrying 2.5 bottles of water—that’s how light it is! It’s perfect for those who want style without the fuss.
Ginkgo was recognized with the German Red Dot Design Award for achieving the perfect balance between design and functionality. It features our TSA-approved Pebble Round Lock which eliminates the need for outer zippers, making it the luggage for those who like traveling in style.
Almond is our luxury series that brings together cutting-edge design with a vintage feel to create a modern classic. It features our TSA-approved Pebble Round Lock and a hand-made leather strap making it The One for you if you’re looking for that old-world charm.
2. How do I use the Pebble Round Lock?
Using the Pebble Round Lock is as simple as turning a doorknob or radio volume dial. Simply rotate the dials outwards to open and inwards to close.
3. How do I reset my lock combination?
The default combination is 000. Follow below instructions to reset the lock combination:
Change reset button on the backside of the lock from OFF to SET
Turn the dials until your preferred number combination is shown in the number panel (e.g., 888)
Return the reset button to OFF to confirm the new combination code
4. Is the Luggage expandable?
The Luggage is non-expandable but don’t worry, each series comes in different sizes to best fit your clothes and other travel necessities.
5. Is the Luggage waterproof?
ITO Luggage is water-resistant—they were made to withstand rainy weather but even so, we still expect you to take good care of your Luggage :)
6. What size is allowed for carry-on?
Only the 20-inch Luggage is allowed for carry-on. Luckily for you, all our series come in the carry-on size! Just be mindful of the weight, and try not to overpack!
WARRANTY
1. Does your luggage have a warranty?
Yes! Our luggage is covered by a limited warranty that gives you specific legal rights. This limited warranty applies only to Luggage in its original packaging sold to you against the defects in material and workmanship; and can only be claimed up to five (5) years from the date of purchase. Click here to know more about our limited warranty.
2. What about the warranty on non-luggage products?
Our Slash Bags are not protected by any warranty.
DELIVERY & RETURNS
1. How long will it take for me to receive my order?
Not long! Depending on the online platform used and your location, your Luggage can be delivered within 5 to 12 working days. You may refer to Lazada or Shopee’s delivery lead time commitment for more details.
2. Do you accept cash on delivery?
Yes! We accept cash on delivery as well as credit card payments for orders made via Lazada and Shopee.
3. How do I return a product?