Frequently Asked Questions

Everything you need to know to keep rolling.

1. Products & Features

Q: Will the OSO Carry-On fit in the overhead bin?

A: Yes! Our 20" Carry-On (including the Hybrid and Nomad series) is designed to meet the dimension requirements of most major US airlines (22" x 14" x 9").

Note: Our Heritage "Cabin Trunk" (57cm) fits most major airlines but may be tight on smaller regional jets. We always recommend checking with your specific airline before flying.

Q: How do I set the TSA Lock?

A: It’s easy. The default code is 0-0-0.

Make sure the dials are set to 0-0-0.
Press the reset button (usually a small dot) with a pen until you hear a click.
Set your desired combination.
Push the release slider/button. The reset button will pop back out.

Your new code is set! Memorize it, as there is no master key for us to open it.

Q: What is the difference between the Hybrid and Element (Aluminum) series?

The Hybrid Series is made of a PC+ABS composite. It’s ultra-lightweight, flexible, and bounces back from impact. Perfect for casual travel.
The Element Series is crafted from Aerospace-Grade Aluminum. It’s rigid, ultra-secure (zipperless), and has a premium metallic finish. Perfect for frequent flyers who want extra protection.

Q: How do the airtight compression cubes work? Do I need a vacuum?

A: No vacuum needed! Our cubes use a special one-way valve technology. Simply pack your clothes, zip the bag, and roll it up or press down to push the air out. It instantly reduces volume by up to 50%.

2. Shipping & Delivery

Q: How much is shipping?

A: We offer Free Standard Shipping on all orders over $150 within the Contiguous United States. For orders under $150, a flat shipping rate of $15.00 applies.

Q: How long will it take to get my order?

A: We know you’re eager to get moving.

Processing Time: 1-2 business days.

Shipping Time: 3-7 business days via Ground Shipping (UPS/FedEx).

You will receive a tracking number via email as soon as your order ships.

Q: Do you ship internationally?

A: Currently, we ship exclusively to the United States. We are working on expanding our map, so sign up for our newsletter to be the first to know when we go global.

3. Returns & Exchanges

Q: What is your return policy?

A: We want you to love your OSO gear. If you are not completely satisfied, you may return your item(s) within 30 days of delivery.

Important: To be eligible for a full refund, the item must be unused, in its original condition, and with all original tags and packaging intact.

We recommend testing your new luggage on a carpeted area to keep the wheels clean.

For full details and step-by-step instructions, please review our Returns & Refunds policy page.

Q: Is return shipping free?

A: For refunds, we provide a prepaid return label and a flat $15 return shipping fee per return request will be deducted from your refund to cover the cost of the return label. For exchanges (different color or size), return shipping is FREE. If the item is defective or incorrect, return shipping is 100% on us.

Q: How do I start a return?

A: Please follow the steps in our Returns & Refunds policy page. If you need help, email us at service@osoluggage.com with your Order Number.

4. Warranty & Care

Q: Does OSO luggage come with a warranty?

A: We stand by our products. If you believe your item has a manufacturing defect, please contact service@osoluggage.com with your Order Number, photos/videos of the issue, and a brief description. We will review your request and assist you with the next steps.

Q: What if the airline damages my bag?

A: Damage caused by airline handling (like crushed shells or torn fabric) is not considered a manufacturing defect. If your bag is damaged during a flight, we strongly recommend filing a claim with the airline before leaving the airport. They are responsible for handling damage.

Q: How do I clean my OSO suitcase?

A: For the Hybrid and PC shells, a simple mix of warm water and mild soap does the trick. Use a soft sponge to wipe down the exterior. For the Aluminum series, avoid abrasive cleaners to maintain the finish.