Customer Service Policy

Service Policy Objective

calpaktravelus.com always takes user satisfaction as the core service goal. This customer service policy standardizes the platform’s pre-sales consultation, in-sales assistance and after-sales guarantee service specifications, ensuring that every user can obtain professional, efficient and thoughtful shopping service support on the platform.

Pre-sales Service Content

We provide comprehensive pre-sales consultation services for users. For product parameters, size selection, material introduction, preferential activity rules, logistics and delivery problems involved in CALPAK luggage, backpacks, duffels and travel accessories on calpaktravelus.com, users can consult our customer service team at any time. Our customer service staff will provide accurate and detailed answer guidance to help users select suitable travel gear products and understand platform service rules in advance.

In-sales Service Guarantee

During order submission, payment and processing, we provide real-time order service support. For order payment failure, information error, order modification, address adjustment and other problems, the customer service team will assist users in solving them quickly to ensure the smooth progress of orders. We strictly abide by the order processing cycle, complete product inspection and packaging in accordance with standardized procedures, and ensure the consistency of order products and display information.

After-sales Service Standard

In terms of after-sales service, we implement standardized guarantee rules including free shipping, 60-day free return and 5-10 working days refund. For product quality problems, wrong delivery, missing accessories and other order problems, we will provide free return, replacement and refund services according to the actual situation. We track the whole process of after-sales applications, timely feedback processing progress to users, and ensure that all after-sales problems are properly solved within the specified cycle.

Service Contact Channels

To meet users’ different service consultation demands, we have opened multiple dedicated service email channels. Users can consult general shopping and after-sales problems through support@calpaktravelus.com; carry out brand cooperation and business consultation through wholesale@calpaktravelus.com; and put forward brand-related publicity and cooperation demands through press@calpaktravelus.com. We will reply to user messages within the shortest time to ensure efficient service communication.
All customer service services of calpaktravelus.com adhere to the principles of standardization, transparency and humanization to protect every user’s legitimate shopping rights and interests.