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What Happens When a Suitcase Breaks? A Guide to Camel Mountain's Warranty Service
October 23, 2026
When a Camel Mountain suitcase breaks or gets damaged, our warranty service kicks in simply and directly: you contact our customer service, show us the problem, and get a quick diagnosis. Depending on the type of damage and the warranty terms, the repair or replacement is carried out in our own central lab, which offers fast, personal service with no middlemen.
How does Camel Mountain's service and repair process work?
A wheel breaking at the last minute before a flight, or a zipper getting stuck just as you're packing for a business trip, can be very stressful. At Camel Mountain, a family business that has been accompanying travelers since 1975, we understand that travel gear is a companion on the road. That's why we built a direct, accessible, bureaucracy-free customer service operation whose goal is to get you back on track as fast as possible, under the slogan that has guided us for decades: Keep On Moving.
The process starts with a simple message to us. There's no need to fill out endless forms or wait on the phone for hours. All you need to do is contact our customer service directly. We recommend attaching a photo or short video showing the problem (for example, a worn wheel, a stuck telescopic handle or a seam that came apart).
Once we receive your request, our professional team makes a quick initial diagnosis of the damage. If the product is under warranty, we'll guide you through the next steps. Repairs are carried out in our central lab at the company's headquarters, and you can arrange to send the product to us.
Camel Mountain's three warranty tiers: full transparency
To make sure you know exactly what to expect, we present our warranty terms as clearly and transparently as possible. We believe in the quality of our materials, so we offer broad coverage tailored to the type of product and how it's used:
- 10-year warranty on the shell of polypropylene hard-shell suitcases: the shell of our hard-shell suitcases is made of quality polypropylene that is especially resistant to impacts and extreme temperatures. We give you full confidence for years to come when it comes to a break or crack in the body of the suitcase.
- 12-month warranty on the moving parts of suitcases: wheels, carry handles, the telescopic mechanism and zippers are the components that take most of the strain during travel. On these parts we give a full year of warranty for repair or replacement in case of unusual wear or a technical fault.
- 12-month warranty on bags and backpacks: all our backpacks, laptop bags, travel bags and wallets are covered by a 12-month warranty against manufacturing defects, seams coming apart or failures in zippers and buckles.
| Product type / component | Warranty period | What does the coverage include? |
|---|---|---|
| Hard-shell suitcase shell (polypropylene) | 10 years | Breaks, cracks and structural failures in the body of the suitcase |
| Moving parts of suitcases (wheels, handles, telescopic mechanism, zippers) | 12 months | Repair or replacement of the faulty component with an original, working part |
| Backpacks, laptop bags and fabric travel bags | 12 months | Seams, zippers, buckles and manufacturing defects in the material |
| Wallets and accessories | 12 months | Manufacturing defects, seams and pop-up mechanisms (in smart wallets) |
The in-house advantage: why our own repair lab beats an anonymous importer
When you buy a suitcase or bag from an anonymous importer or a website with no real service behind it, the service experience can become a nightmare. When something goes wrong, you end up chatting with bots, shipping products abroad at high cost, or discovering that there's no physical lab that can fix the wheel that broke just before your next flight.
This is exactly where Camel Mountain's advantage as a long-established family brand comes in. Our headquarters, main warehouse and repair lab are all under one roof.
For you, that means you know exactly who to contact. Repairs are done in-house by professionals who know every seam and every screw in our products. There are no middlemen, and you have a real address and someone who listens. This personal service is why leading tech companies, students and experienced travelers choose us again and again as their preferred supplier of travel gear and gifts.
How to look after your suitcase and prevent damage when traveling
Although our suitcases and bags are designed to withstand tough conditions, proper care can extend their life by decades and spare you heartache at airports. Here are a few practical tips for looking after your suitcase:
- Don't overload it: stuffing a suitcase beyond its capacity puts enormous pressure on the zippers and seams. If you need extra volume, use a bigger suitcase or a companion backpack.
- Use a protective suitcase cover: baggage conveyors and manual handling at airports can cause deep scratches and dirt. A quality elastic cover protects the suitcase shell and prevents accidental opening.
- Lift it correctly: always use the dedicated carry handles (top or side) to lift the suitcase. Never lift a full, heavy suitcase by the telescopic pull handle: it's meant for pulling only, and lifting by it can bend the aluminum rods.
- Organize smartly: using a set of packing cubes not only saves space but also stops heavy items from shifting inside, which keeps the suitcase's center of gravity steady and makes things easier for the wheels while you pull it.
What do you do if your suitcase is damaged on a flight?
It's important to distinguish between natural wear or a manufacturing defect and damage caused by careless handling by the airline (such as severe crushing, a wheel broken from being thrown, or torn fabric). Under the Montreal Convention, the airline is solely responsible for damage to your baggage from the moment you hand it over until you get it back.
If you land and discover damage to your suitcase, don't leave the airport before you go to the lost and found / baggage desk (Baggage Claim) and fill out a damage report called a PIR (Property Irregularity Report). This report is the basis for getting compensation or a repair from the airline. That said, we at Camel Mountain are always here to help you diagnose the damage, provide an official repair quote for your insurance company or the airline, and where possible, repair the suitcase in our lab so you can keep using it.
Our goal is to give you the highest level of shopping experience and service, so you can keep exploring the world with peace of mind.
Products that will help you on the way
Products in this guide
Frequently asked questions
How do you contact Camel Mountain's customer service about a fault?
The fastest way is to message our customer service directly. Attach a photo or short video of the damage so we can make a quick initial diagnosis and guide you on the next steps.
Does the warranty cover damage caused by the airline?
The manufacturer's warranty covers manufacturing defects and material failures, while physical damage caused by the airline (such as severe crushing or rough breakage) is the airline's responsibility. We'll be happy to provide a diagnosis and an official quote to submit to the airline or your travel insurance.
What are the warranty terms for backpacks and wallets?
All our backpacks, laptop bags, travel bags and wallets carry a full 12-month warranty against manufacturing defects, seams coming apart, or failures in zippers and buckles.
Can you ship the suitcase to us for repair?
Yes. You can arrange with customer service to ship the product to us and back to you after the repair, according to the service terms.
