Where are the keys to open the lock on my suitcase?
The keys are NOT inside the suitcase. The TSA (Travel Sentry Approved) lock is a key requirement that must be present on every suitcase in order to be used for travel to the USA. U.S. airport security officers are in possession of the TSA key and can open the suitcase to carry out security checks. For more information/doubts, you can send an email to: firstname.lastname@example.org
How can I open my padlock if I forgot the combination?
If you have forgotten the combination on the padlock of the suitcase you should contact an authorized Service Center that can open the combination lock. Alternatively, you can write to the following e-mail address: email@example.com
Here you can find the Roncato Service Centers.
What can I do if my luggage is not equipped with TSA closure (essential requirement for traveling to the USA)?
• Buy a new Roncato suitcase with TSA closure (recognizable by the red-and-white logo next to the combination)
• Leave the suitcase "open" (with the correct combination inserted), and the suitcase will always be able to be opened for checks and inspections.
• Buy a lock with TSA closure
How to create a new combination
DOUBLE PREMIUM, D-BOX
IRONIK, SPEED, JOY, …
SKYLINE, STELLAR, SIDETRACK, …
When do I need to use a bag with a TSA closure (to travel to the US)?
The U.S. Transportation Security Administration (TSA) has issued the following direct information ONLY to passengers arriving in the United States and in transit to continue with a connecting or the same flight.
For the safety of passengers themselves, the TSA checks all checked baggage. In some cases, control personnel must open the luggage to carry out necessary checks. If the suitcase is not locked, TSA staff simply open it and verify its contents. If, on the other hand, it has been closed with latches or locks and TSA personnel feel it is necessary to open it, it may be necessary to break the locking devices if those locks are not TSA closures. Passengers are free to lock their bags but, in case they do so, they must be aware that this procedure could result in damage to baggage locks and/or delays in delivery of their luggage.
The TSA and the airline carrying out the transport deny any responsibility for damage associated with the breaking of locks due to the enforcement of mandatory safety measures. For more details, please visit the TSA's website.
Most of our suitcases are equipped with TSA closures, or straps and locks with TSA closures are also available for your luggage in case you don't have any, to protect your luggage without creating the need to break the lock. TSA closures are identified by their logo.
At the baggage claim, I find my suitcase broken. What can I do?
It is essential to check your baggage for damage immediately upon receiving it from an air carrier. If there is damage, it is necessary to immediately make a complaint to the carrier involved (which is insured against damage to passengers' luggage), at the arrival location, if possible before passing through customs.
If you think it is a manufacturing defect you will have to send the item, at your own expense, to the nearest RONCATO Service Center, Dealer or Retailer, attaching the sales receipt. To locate our Service Centers around the world, click here:
Roncato Service Centers
Please note, however, that any manufacturing defects found by a customer with an expired warranty may be repaired, at their own expense, provided that the part to be replaced is still available. If, however, the damage is caused by wear, negligence, or abuse of the baggage itself, exposure to extreme temperatures, abrasions, damage caused by contact of the product with acids, solvents, or water, as well as transport damage caused by carriers and accidents, the damaged item can be sent to our Service Center, Dealer or Retailer who will estimate the cost of the repair, at the expense of the customer.
How many years of warranty do Roncato products have?
All Roncato products comply with European regulations, guaranteeing their products for 2 years (Legal Warranty). The warranty ranges from 2 to 3, 5 and 10 years depending on the model purchased (check the brochure inside the suitcase).
Can I order spare parts via the web?
Spare parts cannot be ordered via the web. If your product needs to be repaired or a component needs to be replaced, look for the nearest Service Center to carry out the repair. Roncato Service Centers