FAQ
Answers to our most frequently asked questions. For anything else, our team is here to help.
Care, Service & Repairs
Can I change the wheels and handles, and where can I get extra sets?
Yes. ONE is designed with an interchangeable system that allows you to swap the wheels, top handle, and side handle as a complete set, making it easy to refresh the look of your carry over time.
Each suitcase comes with the tool needed for replacement. Additional sets are available through us in different colorways, featuring 85A polyurethane skateboard wheels designed for a smoother, more controlled glide. Compared to standard luggage wheels, they offer better grip, shock absorption, and a more stable ride across varied surfaces.
Can I choose my wheel and handle color from the start?
Yes. You can choose from the available combinations shown on the product page, each curated to ensure a balanced look and consistent finish.
And you’re not locked in. ONE is designed with an interchangeable system, allowing you to swap the wheels, top handle, and side handle as a complete set using the included tool. Additional sets are available in different colorways, featuring 85A polyurethane skateboard wheels for a smooth, controlled glide.
I forgot the 3-digit code for my TSA lock. What should I do?
It happens. The lock is designed for security, so there isn’t a shortcut to open or reset it without the correct combination. While TSA has access keys, they cannot reset the code for you.
The most reliable approach is to try combinations in sequence. Starting from 000 and moving upward, you can work through all possibilities in about 15–20 minutes.
Please avoid forcing the lock. If anything feels stuck, stop to prevent damage.
If you need assistance, reach out to us at hello@the-origin.com. We’ll guide you through the next steps and help you resolve it properly.
How do I care for my Origin ONE?
ONE is built for real travel, not display. A few simple habits will keep it looking sharp and moving well over time.
Storage: Store your ONE in the included dust bag when not in use to help protect the finish from dust, sunlight, and unnecessary surface contact.
Shell cleaning: Wipe off dust or dirt with a soft damp cloth. For tougher marks, use a magic eraser gently, or apply a small amount of isopropyl alcohol to a cloth and clean the area carefully.
Wheels and handles: Wipe the polyurethane wheels and interchangeable handles after trips, especially after rolling through wet streets, rough ground, or dusty surfaces. Keeping these parts clean helps preserve both the look and the glide.
What to avoid: Do not use scouring detergents, abrasive cloths or sponges, window cleaners, strong solvents, petroleum-based cleaners, bleach, or nail polish remover. These may damage the surface or affect the finish.
Deep dents or scratches may not fully disappear, but they are part of a suitcase that actually travels. Over time, small marks become a record of where ONE has been and how it has moved with you. It is built to stay refined, not untouched.
How do I use the dust bag that comes with my Origin ONE?
Every Origin ONE comes with a protective drawstring dust bag designed for storage, not travel. Use it when your suitcase is at home to help keep the shell clean and protected from dust, surface contact, and minor scratches.
If your order includes smaller internal bags, they can be used as laundry pouches, packing organizers, or storage for smaller essentials inside your suitcase. Use them however they best support the way you pack.
Your Order
Can I change my order after placing it?
We begin preparing your Origin ONE shortly after your order is placed, especially when customization is involved. Once your order has been processed or shipped, we may no longer be able to make changes.
If you need to update anything, email us as soon as possible at hello@the-origin.com. We’ll do our best to help before your order moves too far along.
Did my order go through?
Once your order is placed and payment is processed, you’ll receive a confirmation email with your order details. That means your Origin ONE has entered our system and is being prepared for you.
If you don’t see the email within a few minutes, check your spam or promotions folder. Still missing it? Contact us at hello@the-origin.com and we’ll help confirm your order.
My order did not go through. What should I do?
If your order doesn’t complete, first check that your payment details, billing address, and shipping information are entered correctly. You can also try refreshing the page or using a different browser or payment method.
If the issue continues, email us at hello@the-origin.com with a brief description of what happened. We’ll help you complete the order properly.
Some items are missing from my order. What should I do?
If you ordered additional items with your Origin ONE, such as wheel and handle sets, internal organizers, or other accessories, they may be packed inside the suitcase for protection during shipping.
Please open your suitcase and check the interior compartments carefully first. If anything is still missing, email us at hello@the-origin.com with your order number and the missing item, and we’ll help resolve it.
Received something different than you ordered?
If something in your order doesn’t match what you selected, email us at hello@the-origin.com with your order number and a few photos of the item you received.
We’ll review it quickly and help make it right.
Warranty
How do I start a warranty claim?
To start a warranty claim, email us at hello@the-origin.com with your order number or proof of purchase, along with clear photos showing the issue.
Once we receive your claim, we’ll review the details and confirm the next steps. The clearer the information you provide, the faster we can help assess and resolve it.
My suitcase was damaged during a flight. Should I file a claim with the airline?
Yes. If your Origin ONE was damaged during airline handling, you should file a claim with the airline as soon as possible, ideally before leaving the airport.
Our warranty covers functional issues related to materials and workmanship. It does not cover cosmetic wear, misuse, or damage caused by third parties, including airlines.
Airlines are responsible for baggage damage that occurs while your suitcase is in their care. We recommend checking your ONE immediately after arrival and reporting any damage to your carrier right away so the claim can be handled as quickly as possible.
What does the Origin ONE warranty cover?
Origin ONE includes a lifetime warranty for functional damage that occurs during normal use. If a part fails when it should not, we will take care of it.
The warranty does not cover everyday wear and tear, including scratches, dents, scuffs, or cosmetic marks. It also does not cover damage caused by misuse, rough handling, or third parties such as airlines.
If the issue qualifies under warranty, we will repair or replace the affected part, or the suitcase if necessary, at no cost to you. Proof of purchase, such as your order confirmation, receipt, or invoice, is required.
Shipping & Delivery
Where can I track my order?
After your order is placed, you’ll receive a confirmation email with your order details and invoice.
Once your Origin ONE leaves our warehouse, we’ll send a separate shipping confirmation with your tracking number, so you can follow the delivery from dispatch to arrival.
Where do you currently ship?
We currently deliver to the United States, Canada, the United Kingdom, Germany, France, Italy, Spain, Sweden, the Netherlands, Ireland, and Australia.
To see the most accurate shipping options, pricing, and local currency, we recommend placing your order through the version of our site for your region.
Orders over $100 ship free to the contiguous United States and Canada.
How much does shipping cost?
Standard shipping is free on orders over $100 within the contiguous United States and Canada.
For island territories or Northern Canada, shipping costs are calculated at checkout based on your location.
Expedited and express shipping options are also calculated at checkout.
When should I expect my order?
For estimated delivery times, processing details, and available shipping options, visit Shipping & Delivery.
How can I check my order status?
We’ll keep you updated throughout the process, from order confirmation to delivery.
After placing your order, you’ll receive a confirmation email with your order details. Once your order is being prepared for shipment, we’ll send an update. When it leaves our warehouse, you’ll receive a shipping confirmation with tracking information.
After delivery, we may follow up to make sure everything arrived as expected.
Can I cancel my order?
Once checkout is complete, your order begins moving through our fulfillment process. Because of this, we do not offer a guaranteed cancellation window, and once an order has started processing, it may not be possible to cancel or change it.
If you need to make an update, please contact us as soon as possible through live chat or at hello@the-origin.com. We’ll do our best to help before the order moves too far along.
Returns & Exchanges
When will my refund be processed?
Once we receive your returned item, refunds are typically processed within 3–5 business days.
The refund will be issued back to your original payment method.
What is the return policy?
You may return products purchased from The Origin online store within 14 days of delivery, as long as they are unused, undamaged, and returned in their original packaging.
Refunds are typically processed within 3–5 business days after the returned item arrives at our distribution center.
Please note that certain customized items or limited-edition products may not be eligible for return. Any restrictions will be clearly stated on the product page or website.
To process your return, we may require clear photos of the luggage to confirm that it is in brand-new, unused condition with all original packaging intact. If the suitcase shows signs of transit use or is returned in unsaleable condition, the return may be voided.
A $25 return shipping fee will be deducted from your total refund once the return is processed.
How do exchanges work?
If you would like to exchange an item, please start a return for your original purchase first.
Once that return is submitted, you can place a new order for the item you would like instead. This helps ensure the replacement item is processed clearly and accurately.
Can I keep a promotional discount on an exchange?
If you return an item and place a new order, the new item will be priced based on the offer available at that time.
Promotional discounts may change, and we cannot guarantee that a previous discount will apply to a new purchase.
Can gifted items be returned or exchanged?
At this time, gifted items cannot be returned or exchanged directly by the recipient.
For any return or exchange request, please connect with the original purchaser. They will need to start the process using the original order information.