Obtain the Style #, serial #, and color of the bag from the product plate. The product plate is located inside of the luggage, it’s a metal plate sewn onto the fabric.
Obtain the customer's name, shipping address, phone #.
Obtain photos of the damage to the bag, and if this has been repaired before.
For live call, follow up via email requesting photos, style #, and shipping address.
Our 'Simple as that' guarantee will cover the repair of all functional aspects of your Briggs & Riley bag for life. We will continue to repair your bag even if you decide to purchase a new Briggs & Riley product with the latest performance innovations.
Naturally, our guarantee does not cover cosmetic wear or cleaning due to odors or stains, nor does it cover the replacement of lost, stolen, or damaged bags and/or its content. If your bag or its contents are damaged by an airline and you wish to hold them responsible, we suggest that you file a claim with the carrier before leaving the airport.
If you choose not to do this and instead wish for us to repair your bag, we will be happy to do so at no charge, and no proof of purchase is required. Due to the nature of certain types of repairs and normal wear and tear, it is not always possible to return your bag to its original condition.
Locate the inside tag of your bag, the style number will be listed there.
Products that are on salesman samples.
We send customers a Refurb when:
The customer's bag is beyond repair and they declined the option to upgrade.
They are located internationally in which we cannot repair the bag, we will advise the customer that we give them a replacement that is most like the one that they have from our “salesman samples” and send the closest match.
Old part to new model of part
Always need to come in
Doesn't apply to internation customer
When a customer is unhappy with the appearance and age of his bag.
Request fo converting bags from 4 wheels to 2 wheels vice versa is not possible. Send the macro "Product Information :: Convert 2 Wheels to 4 Wheels".
Product Information :: Convert 2 Wheels to 4 Wheels
Good Morning/Afternoon,
Thank you for contacting Briggs & Riley. Due to the design & the structure of the frame, we cannot replace the bottom feet with a set of wheels. However, we do have a trade-up program and if you are interested, I can have our Trade-In Specialist give you a call to discuss the options