FAQ

RESERVATIONS

I want to save money by renting, but is this really sanitary?

Casey follows a state-of-the-art, 8-point inspection and cleaning process to ensure that the bag you receive looks as good as the one in the photo.

Why can’t I reserve the bag I want, when I want it?

We do our best to make sure we have plenty of bags in our trunk room to meet our travelers’ needs. Occasionally, the model you are looking for is on the road and won’t be home in time for your trip. If this is the case, please select another model. We’d also love to know what other types of bags you’d like to see on our site.
 

How long can I keep the bag?

Most of our bags travel for 1-2 weeks at a time.  The minimum rental period is 4 days, and subject to availability, you can keep one for a maximum of 3 weeks.

What if I want to keep my bag longer than my reservation?

We love that you and your bag are having such a good time, but note that there may be another traveler waiting for that bag. Contact us and we will see if we can extend your reservation and update the charge.

How far in advance can I book?

We allow bookings 12 weeks in advance. Anything farther out than that is blocked since our inventory is always changing.

Can I cancel my reservation? Will there be a charge?

At Casey, we ship our bags in time to get to you so you can pack at your leisure. Cancellations are only accepted up to 4 days before your delivery date. You can cancel your reservation by emailing bellhop@caseyonthego.com.

When will my card be charged?

You're charged at the time you make your reservation.

How often are new bags added to the site?

We are always searching and testing new bags and add them when we feel they meet our Casey standards. Follow us on Instagram (@CaseyLuggage) to see new bags as they arrive. Please let us know if there is a particular bag you'd like to travel with and we will evaluate it for our collection.

Can I keep or purchase the bag?

Most items are available to buy. Note, when you purchase an item, it is final sale.
 

Can I keep the shoe bag my order came with?

Of course. We like the idea of neat packing and our shoebag is one way to help your things stay crisp and clean. The shoebag is yours to keep and use again on your next Casey trip.

SHIPPING AND RETURNS

When will my shipment arrive?

You'll see your expected delivery date for your shipment when you check out. Check your email for confirmation your order has shipped and to locate your tracking information including estimated arrival date.  We aim to get you your bag at least 24 hours before departure.

My bag hasn’t arrived when it was supposed to.

Contact us if your bag has not arrived on the date confirmed at checkout and in your confirmation email. We will track the bag and if there is a problem, offer you an alternative bag or a credit.

How can I find my tracking information?

For upcoming deliveries, you will receive an email with tracking information when your order has shipped.

How do I change my delivery/return date?

To make any changes to your reservation, please email us at bellhop@caseyonthego.com. If your delivery is scheduled to arrive within 4 days, your bag is on its way and cannot be cancelled.

How do I make changes to or cancel my reservation?

To make any changes to your reservation, please email us at bellhop@caseyonthego.com. If your delivery is scheduled to arrive within 4 days, your bag is on its way and cannot be cancelled.

What happens if I don’t return my bag in time?

We understand if your travel plans change but keep in mind your bag may be expected on another trip. You will be charged 1.5x the daily rental rate of your bag for each day that you are late.

I lost my prepaid return label. How do I return my bag?

You should have also received a return label via email, you can print that out and adhere to the box. Alternatively, send your order via UPS to the address below. Please email us at bellhop@caseyonthego.com with your new return tracking information. You will be responsible for paying for the shipment.
Casey - Order #
420 W. 14th St 5SE
New York, NY 10014

I forgot to save the shipping box, can I pay for my own shipping?

Yes, if your box is gone and you need to send your bag back, you can use your own shipping material and label. You can ship through other carriers (USPS, FedEx, etc.), but we recommend purchasing tracking information. Please make sure the bag fits comfortably in the box and that the shipping and return addresses are visible. Notify us through email that you will be sending the bag in another box and be sure to include the tracking number and carrier information.

Can I ship my returns back with another mail carrier?

The prepaid label provided to you covers free return shipping through our shipping partner. If you choose to ship with another carrier you will be responsible for paying for the shipment.  Don’t forget to notify us at bellhop@caseyonthego.com that you will be sending the bag via another carrier and be sure to include the tracking number and carrier information.

Can UPS pick up my box from my home?

Home pick-up is not included with your rental. You are welcome to coordinate a UPS pick-up but you will be accountable for any related fees.

How do I send back my bag?

Pack up your bag in the box it arrived. Once you've packed up, swap the UPS return label and take it to your nearest UPS location.  Click here to see locations in your neighborhood.

How is Casey environmentally friendly?

We do recycle the packing materials! So please send them back to cut down on waste and help us make Casey more sustainable for our planet.
CONDITION

What condition are the items in?

We take great care to clean and inspect all of our pieces so they arrive in like-new condition.  

How are the bags cleaned?

We take great care to clean all of our pieces. The team in our fulfillment center uses a variety of techniques to ensure that each bag is cleaned thoroughly, inspected for quality, and packaged with care so that it arrives ready to go.
DAMAGE

What happens if my bag arrives damaged?

This rarely happens, but sometimes items can become damaged while they make their way to you. If this does happen, please contact us immediately at bellhop@caseyonthego.com so we can get you a new piece in time for your trip. After you contact us, return the damaged item in the provided box as soon as possible so we can have the item repaired for the next customer.

What if I run into issues with a product while using it?

We know that sometimes issues and questions pop-up, especially when you are dealing with new products that might be unfamiliar to you. Our top priority is making sure that you have a great experience.
If you run into any issues with your bag and need help, you can reach us at bellhop@caseyonthego.com and we'll get back to you as soon as possible.

What if a product I have gets lost or broken?

We understand that with use, some wear and tear of products may be inevitable. Rentals include insurance that covers minor damage and stains. However, significant damage and theft are not covered under the insurance.
Our service team is very skilled at fixing products, but if a product is damaged beyond repair or is never returned, the fee is the retail price of the item.

Do I need to clean the products before I return them?

At its core, Casey is a community of people who all benefit from not having to buy, own, and store products. Imagine Casey as a good friend that you're borrowing from. For most products, you can simply wipe down everything after you’re done.  We also encourage you to use the complementary shoebags we’ve enclosed to keep your clothes tidy too.
Returning products damaged beyond normal wear and tear or excessively dirty may result in your losing access to Casey or being charged to replace the item, so please keep the community in mind.

What if I am having trouble with a zipper or closure?

If you are having trouble with the zipper on your item, please contact us.

What taxes apply to my order?

If applicable, state and local taxes will be added to the sales or rental price of your order.

GET IN TOUCH

How can I contact Casey?

If you have any questions about how Casey works, the status of your reservation or shipment, or just want to say hi–send an email to bellhop@caseyonthego.com