LongLat

23 Carol St.
Clifton, NJ 07014

Weekdays 8:30am – 5:00pm EST

Questions about your order?
Contact us

LongLat Inc.
23 Carol Street
Clifton, NJ 07014

8:30am-5:00pm M-F
800.601.8198
CustomerService@LongLatInc.com





RETURN POLICY

RETURNS

  • We accept returns for refunds of unused products within 30 calendar days of receipt of your order.
  • Returned products must have its original packaging and an uncut hangtag.  Each returned item must not show any sign of use, wear and tear, marks/scratches, alterations, or any kind of damage.  We reserve the right to reject any returned items with personal contents left inside the product as it could indicate signs of use.

HOW TO RETURN AN ORDER

  1. Email customerservice@longlatinc.com with your order number and reason for the return/exchange.  If your product is defective, please take a clear photo of the defective product and attach it to your email as reference.
  2. We will contact you within 3 business days with further instructions.

REFUNDS / EXCHANGES

  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return.
  • If you are approved, then your return will be processed and you will receive a refund.
  • If you haven’t received refund yet, please contact us at customerservice@longlatinc.com
  • We only replace items for manufacturing defects, which does not include any damage caused by normal wear and tear, misuse, improper care, negligence, accident, or transport damage (for example by airlines).  If you have any warranty issues, please email us at customerservice@longlatinc.com.

SHIPPING RETURNED ITEM

Mail your returned product to:

LONGLAT INC.
ATTN: Returns
23 Carol Street
Clifton, NJ 07014

  • You will be responsible for paying for your own shipping costs for returning your item.
  • All shipping costs to and from customer are non-refundable.
  • If you are shipping an item over $75, please consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

RETURN REQUEST FORM

In the case of a refund your original form of payment will be credited for the price of the returned item less the return shipping cost. The original Shipping Charges (if applicable) are non-refundable.







SHIPPING POLICY

FORMS OF PAYMENT

For online orders via our shopping cart we accept PayPal, Visa, MasterCard and American Express.

SHIPPING & HANDLING

We offer ground shipping on all orders within the continental United States. We do not offer free ground shipping to Hawaii and Alaska since this method is not provided by our carriers.

For expedited shipping rates please proceed to our shopping cart where you can submit your Name and Address for an instant shipping quote on 3-Day, 2nd Day Air, and Next Day Air.

Please note that delivery time is subject to the ability of our couriers (UPS, FedEx, and USPS) to fulfill their delivery schedule. LongLat Inc. is not liable for packages that weren’t delivered on time because of mishaps or unavoidable delays by our couriers.

NOTE: You DO NOT have to submit your credit card information or make any commitment before seeing and agreeing to your shipping charges.

DOMESTIC SHIPPING RATES

LongLat offers FREE Ground Shipping within the Continental United States on all orders exceeding $150* or a Flat Shipping Fee of $4.99 to any order under $150. We process orders as quickly as possible. Orders may take 1-3 business days to process.

NOTE: If you order multiple items within one order, keep in mind that some items may be nested and shipped in a single box.

Order of $150 or more

FREE FedEx/UPS/USPS GROUND

Order is under $150

$4.99 FedEx/UPS/USPS GROUND

The price you see in the shopping cart is the price you pay, with one exception: if you are shipping an order to Ohio, New Jersey, Pennsylvania or Florida, we are required to charge sales tax.

SHIPPING TO AK, HI, PR & PO BOXES

LongLat offers shipping to Alaska, Hawaii, Puerto Rico, and PO boxes. There will be additional charges to these destinations and most packages will be shipped via USPS.

WARRANTY

LIMITED 2-YEAR WARRANTY

LongLat backs every luggage item from American Flyer, Body Glove, Kathy Ireland, Isaac Mizrahi, Ed Heck and Jenni Chan with a 2-YEAR LIMITED WARRANTY on materials and workmanship from date of original purchase from an authorized dealer.

We cover repairs to your luggage (excluding Lunch Totes) in the unlikely event of manufacturing or workmanship defects. However, our 2-Year Limited Warranty does not cover any damage caused by airline abuse, mishandling, or normal wear and tear. To receive protection services and determine your coverage eligibility, please notify us by calling 800.601.8198 to report any issues. The repair center will evaluate your luggage and determine if it is damaged, wear, or defective and if your product is currently under warranty. All claims must be reported immediately to avoid further damages or delay in repair. To receive protection service, please take or ship your product to one of our authorized repair centers.

Normal wear, damage caused by airline or other carriers, loss, or damage of contents is not covered. Note: Please examine your luggage carefully for damage before leaving the airport and immediately report any damage to the Baggage Services office of the airline on which you traveled.

DAMAGE CAUSED BY AIRLINE

Damage caused by the airline is the airline’s responsibility and must be claimed to the airline at the time the damage occurs. By not following this procedure, you risk that the damage will not be covered under airline policy or our warranty. If you are dissatisfied after making your baggage claim to the airline, please contact:

Aviation Consumer Protection Division

www.transportation.gov/airconsumer

U.S. Department of Transportation
1200 New Jersey Ave, S.E.
Washington, D.C. 20590

(202) 366-2220
TTY (202) 366-0511

FAQ

IS IT SAFE TO USE MY CREDIT CARD ON YOUR WEBSITE?

Yes. We guarantee that any purchase you make on the LongLatInc.com website will be 100% safe. Every purchase is backed by our 100% Secure Purchase Guarantee and our servers use Secure Sockets Layer (SSL), an encryption technology that works with current browsers including Microsoft Internet Explorer, Mozilla Firefox, and Apple Safari so that only LongLatInc.com can read a buyer’s personal information.

IS IT SAFE TO USE MY DEBIT CARD ON YOUR WEBSITE?

Yes. Please note that if you choose to pay by debit card, the amount you charge will be put on hold, meaning it will not be available to you once you place your order. When your order is shipped, your order total will be withdrawn from your account and the original hold will be voided.

CAN I ORDER OVER THE PHONE?

Not at this time but please check back for updates.

HOW CAN I CHECK THE STATUS OF MY ORDER?

You can check all your orders, status and tracking, by accessing your personal account through www.LongLatInc.com. Login or create an account here.

HOW LONG DOES IT TAKE TO RECEIVE MY ORDER?

As a general rule, processing time plus shipping time equals total delivery time. Processing time typically ranges from 1-2 business days. Processing time includes receiving your order and packing the item for shipping. After processing is complete and shipping begins, shipping time is the FedEx/UPS/USPS Ground transit time from our warehouse in New Jersey to your shipping address. Allow 3-10 business days for receipt within the United States.

WHAT ARE THE COSTS?

All LongLatInc.com orders more than $99 ship FREE via FedEx/UPS/USPS GROUND. Expedited shipping options are available and will be calculated based on your order. We do not charge for outbound handling or processing of orders. We do charge a $14.50 Restocking Fee for any returns.
WILL YOU CHARGE SALES TAX ON MY ORDER? We only charge Sales Tax, as required by law, in the states of New Jersey, Pennsylvania and Florida.

WHAT IS YOUR RETURN or EXCHANGE POLICY?

Valid return requests and exchanges can be made through your personal account up to 14 days from receiving your item. We will pay for the return of your item if the item is defective or if it gets damaged due to a manufacturers defect or error. To inquire about a return and obtain a Return Authorization (#RA) you can email: CustomerService@LongLatInc.com.

WHY DOESN’T THE TRACKING NUMBER WORK?

It may take 24 hours before tracking information appears on the FedEx/UPS/USPS website.

ERROR MESSAGE: AUTHORIZATION FAILURE

When placing an order I get an error message stating that there has been an authorization failure.

If you are using a credit card to pay for your purchase, please double check the credit card number and expiration date on your card. Also, please be aware that we currently accept Visa, Mastercard and American Express for credit card and/or debit card payment.

Below are additional explanations for an order not going through:
If the error message references billing address verification error, this typically indicates that the credit card company or the network they use has coded a different billing address than you provided.

If you moved within the past 6-9 months, you may want to enter the old billing address and try again.
Please note you may want to contact your credit card (or bank) first as each attempt will place a hold on the funds being attempted for pre-authorization.

If the error message references the order is being refused, please contact your credit card company (or bank) to determine their reason for the refusal.

DO YOU SHIP TO ADDRESSES OUTSIDE THE U.S.?

Not at this time, but please contact us at CustomerService@LongLatInc.com for further information.

DO YOU SHIP TO P.O. BOXES OR MILITARY APO/FPO ADDRESSES?

Yes. When entering your shipping information during checkout, click the check box where indicated to indicate that the address you entered is a P.O. Box, APO or FPO address.

WHEN DO YOU CHARGE A CREDIT CARD FOR AN ORDER?

LongLatInc.com charges a credit card after verifying the order has shipped.

DO YOU SELL GIFT CERTIFICATES?

Not at this time, but check back soon for updates.

DO YOU HAVE A CATALOG?

At LongLatInc.com we choose to help the planet by managing all orders online. US catalog production uses approximately 53 million trees and enough water to fill 81,000 Olympic sized swimming pools each year. We hope you enjoy our online catalog at www.LongLatInc.com