Orders are typically dispatched within three business days on average.

For pre-order items, shipments are made sequentially according to the announced delivery date. If the product becomes available earlier than expected, it may be dispatched in advance.

Please note that dispatch schedules may change depending on warehouse capacity and logistics conditions at the time of shipment.

Depending on product characteristics and packaging methods, items may be shipped separately in the following cases

• Trunks cannot be shipped together with other products and are dispatched in a separate box.
• Purchased items and free gifts may be shipped separately.
• Trunk sets (e.g. 20-inch + 27-inch) are shipped in a single box, with the smaller trunk packed inside the larger one.

In-store collection is not available.
All orders placed through the official website are delivered via courier service. Store pick-up and same-day courier services are not provided.

Delivery fees vary depending on the destination country, product size, and weight. The final shipping cost will be displayed at checkout before payment is completed.

Your order details will be sent to you via email. If you create an account, you can also view your order history and payment status anytime on your account page.

If your order has not yet been shipped, we may be able to make changes. Please contact us as soon as possible at Contact page with your order number and the details you would like to update.

If you used a discount code, you will need to request a new code, as the original one cannot be reused.

The fastest way to get what you want is to return your item and place a new order once the return is accepted. Please contact at Contact page to request a return.

Confirmation emails are usually sent shortly after you place your order. If you don’t see it right away, it may be due to high order volume during a new launch or promotion.

If you still haven’t received your confirmation email within 24 hours, please contact us

Orders are shipped via EMS, UPS, USPS, DHL eCommerce, FedEx.

Free shipping worldwide, expedited shipping costs can be found on the checkout page.

Orders are processed and shipped within 1-2 business days after payment is completed. Delivery times vary depending on the country of delivery, but usually take 5-10 days.

Once your order ships, you will receive an email with tracking information. Delivery times may vary depending on the shipping method, carrier delays, weather, or other conditions beyond our control.

We’re unable to change your shipping address or modify your order once it has been packed. Please double-check your address during checkout to avoid delivery issues. Email requests for address changes cannot be guaranteed.

We are not responsible for lost or undelivered packages due to incorrect or incomplete shipping information provided at checkout.

We ship to the United States, Canada, Mexico, Spain, and France. We are working on adding additional regions.

Please inspect your o. der upon delivery. If your item is defective, damaged, or incorrect, contact us immediately at cs.jp@rawrow.com with photos of:

• The product
• The packaging and shipping label with the tracking number

We will review your case and resolve the issue promptly.

You can request a return within 30 days of receiving your order by contacting us via our Contact page.

Returns for Damaged or Incorrect Items
If your item arrives damaged or you received the wrong product, we’ll cover the return shipping cost. A full refund will be issued to your original payment method. 

Returns Due to Change of Mind
If your return is due to a change of mind (e.g., no longer needed, not as expected), the customer is responsible for round-trip shipping costs:

• Orders that did not qualify for free shipping: Only the return label fee will be deducted. The original shipping fee is not refundable.
• Orders that qualified for free shipping: Return label fee plus the original shipping fee will be deducted from your refund.
• Return Label Fees: Vary
• Partial returns: Return label fees apply based on your shipping region.

We offer a lifetime warranty. If you have any issues with your product, please contact us via the contact page.

The scale handle of the trunk uses an alkaline battery (LR44).

As this is a standard alkaline battery and not a lithium battery, it is permitted in checked baggage. Most airlines classify alkaline batteries as safe and allow them in both cabin and checked luggage.

To replace the battery, open the trunk, lift the black inner cover, and press the battery slot using a pointed object such as a pen. LR44 batteries are widely available at convenience stores, stationery shops, and supermarkets.

Reference

International Air Transport Association (IATA) – Dangerous Goods Regulations

Civil Aviation Authority (UK) – Batteries and personal electronic devices

If you have forgotten the TSA LOCK combination, there is no reset function. The combination can be recovered using one of the following methods.

1. Try all combinations (000–999)

This takes approximately 10–20 minutes and is the fastest method.

※ After changing each number, press the unlock button.

If the unlock button is held down continuously while rotating the numbers, the lock will not open.

When the correct combination is reached, the trunk will open with a clicking sound.

2. Contact a luggage repair service at the airport (Korea)

Suseonjaengyi – Terminal 1
Basement Level 1, East Wing (inside Spa on Air)
Tel: +82-32-743-7002

Suseonjaengyi – Terminal 2
Basement Level 1, East Wing (next to Clean Up Air Laundry)
Tel: +82-32-743-1530

※ Calling in advance is recommended before visiting.

3. Repair service request

If a TSA LOCK replacement is required, please submit an A/S (after-sales service) request.

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