FAQ - TravelSmarts


Where is your store located?

We're located in one of Canada's largest shopping centres, Metropolis at Metrotown, just 30 minutes from downtown Vancouver. If you are taking the SkyTrain or bus, please disembark at the Metrotown SkyTrain station. The following is a map of where we're located: https://www.travelsmarts.ca/contact/. We're on the lower level between T & T Supermarket and Uniqlo.

Where is the best place to park?

Metropolis at Metrotown offers free parking and the closest place to park is on level P2 near T & T Supermarket.


How can I place an order?

When ordering, please:

  • Click on the item.
  • Choose the quantity you'd like.
  • Click "Add to Cart".
  • If you wish to view your cart, click "View cart" on the right hand side of the screen.
  • If you wish to proceed to the checkout, click "Checkout" on the right hand side of the screen.
  • You will then be provided with shipping and payment options.
  • Click "Continue", confirm your personal information and input your payment information.
  • Click "Submit order".

Why is my credit card being declined?

Usually, it's because the billing address you inputted when you tried to place the order is different from what your bank has on file. So, please contact your bank to confirm what billing address they have on file. Another reason could be that you are trying to pay with American Express and we do not accept American Express.

Do you accept phone orders?

We apologize but we do not accept phone orders.

Is it possible to order large quantities for companies, conferences, groups, weddings, etc.?

Yes! We invite you to learn more here or email us at info@travelsmarts.ca with the quantities of the products (colours and sizes, if applicable) that you're interested in and we will respond as soon as possible.

Can I pick up my on-line order in your store?

If your order hasn't been shipped and you'd like to pick up your order, you're welcome to do so. Please let us know in advance and we'll have your order ready for you. When you come in to pick it up, please bring your invoice and a piece of photo identification. You are welcome to pick up the order at our Metropolis at Metrotown location in Burnaby, BC.

How is tax charged on my order?

Tax is charged based on the province where the order is shipped to.


Are the prices on the website the same as in the store?

Most of the prices are the same but some may be different.

Is everything on your website in your store?

We receive new stock every week, so we're always adding new products to our website but we generally carry a larger selection in our store.


How are the items shipped?

We ship items through Canada Post. Please visit this link for approximate shipping times for Canada Post services.

When will my order arrive?

We aim to process and ship out your order within 1 business day. If you're ordering Briggs & Riley products or Samsonite luggage, please allow more time for them to process and have products shipped from their warehouses. Please visit this link for approximate shipping times for Canada Post's service.

Can you use my UPS, Fed-Ex, etc. number to ship out my order?

Unfortunately, we only use Canada Post to ship out orders.

I need my order faster than the time frame on your shipping page. Can I pay extra to have it arrive sooner?

Unfortunately, we only use Canada Post shipping service.

Do you ship to P.O. Box Addresses?

Unless you are ordering Briggs & Riley, whose shipper does not deliver to P.O. Box addresses, we do deliver to P.O. Boxes.

Do you ship out to an address that is different from the billing address?

No, the billing and shipping address are needing to be the same.

How much does shipping cost?

Different shipping delivery options and shipping charges are provided prior to your placing an order.

Can I track a package?

Canada Post provides tracking numbers for all packages except if you choose the "Canada Post Envelope" or "Canada Post Envelope International" delivery option. After your order has been shipped, you will receive an email from Canada Post with your tracking number. You can track the package on the Canada Post website through this link.

Do you ship outside of Canada?

Unfortunately, we do not ship outside of Canada.

If I'm not home, can the delivery person leave the package outside?

If you're not available to accept the package, for security reasons, the delivery person will leave a card providing instructions as to how to obtain the package.


How can I pay for an on-line order?

We offer you the options of paying by Visa, MasterCard or PayPal. With your security in mind, we use 256-bit encryption. If you are paying by credit card, all transactions are verified at the time of purchase. We do not accept cheques or money orders. All prices are in Canadian dollars.

Is my credit card and address information secure?

Yes. We encrypt all personal information such as your credit card number when you input data in our website. We do not keep your credit card information on file. We use SSL security and when your web browser is using SSL security, in the bottom right corner of the page, you will see a solid key or closed padlock. When the page is not secure, the key icon appears fragmented and/or the padlock appears to be open.

Do you accept payment made with credit cards from countries other than Canada?

Unfortunately, we do not accept payment by credit cards from outside of Canada.

Do you accept payment by foreign credit cards/PayPal accounts?

No, only payments by Canadian credit cards/PayPal accounts are accepted. Please note that the billing and shipping addresses must be the same.


How do I return something?

Returns are accepted within 14 days of delivery of your shipment. Products are to be returned in their original condition with the tags on for a full refund. Please include a copy of your invoice or a note indicating the invoice number, your name and address. Unless TravelSmarts has made an error in order processing or shipping, return shipping fees will apply. Refunds are made within 7 to 10 business days after receipt of your returned package, which will be in the same form of payment originally used for purchase. If your purchase qualified for free shipping and the total amount of your purchase, after the products have been returned, is below the minimum purchase amount required for free shipping, your credit card will be charged the amount shipping would have cost. Depending on your bank, please allow another 7-10 days for the refund to be processed by your bank. Our mailing address is:

TravelSmarts Luggage & Accessories
Metropolis at Metrotown
131-4800 Kingsway
Burnaby, BC V5H 4J2

How do I return something?

The customer would be responsible for the cost of shipping back the goods, unless TravelSmarts has made an error. If the customer wishes to exchange a product(s), he or she would be responsible for the cost to ship the exchanged product(s) to them.

Can I go to the TravelSmarts store and return products I've ordered on-line?

Products that are in their original condition with the tags on may be returned to our Metropolis at Metrotown store location within 14 days of your date of purchase. Please bring in your invoice and a piece of photo identification. A refund will be processed through our on-line system within three business days.


Still have questions?

We invite you to email us at info@travelsmarts.ca.