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  • Repair FAQs
    RAWROW | 2019-04-02
  • 1. How do I apply for repairs?

    Please send an email requesting repair to cs@rawrow.com using the template below, and we’ll be sure to get back to you!

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    ① Your name

    ② Place of purchase (country of purchase)

    ③ Date of purchase

    ④ Proof of purchase (screenshot of order history / receipt etc)

    ⑤ Written description of dysfunction/damage

    ⑥ Photo/video of dysfunctioning/damaged part

    ⑦ Whether you’d like to try self-repair (only possible with a few dysfunctions – check Repair FAQ#2 for more info)

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    2. How much does repair cost?

    Please check the table below for price guidance of parts!


     

     #Name of PartsRepair MethodPrice (USD)
    1 Trolley Replacement of T-shaped handle$18
    2 Scale Handle Replacement of scale $18
    3 Body (Shell) Repair not available
    4 Logo Replacement $11
    5 Wheel Replacement (per 1 wheel) $14
    6 Wheel Center Cap Replacement -
    7 Aluminum Frame Repair not available
    8 Stud Replacement $10
    9 Hinge Repair not available
    10 Lock Password reset $10
    Replacement $14
    11 Side Handle Replacement$12



     

     # Name of Parts   Repair Method   Price (USD)
    1 Metal, Plastic Ring Repair not available
    2 Zipper Replacement $18
    3 Mesh Pocket Replacement $18
    4 Buckle Replacement $10


    <Please keep in mind that all the price indicated in the table does not include shipping costs. (Refer to Q3 for shipping costs)>

    * #2, #5, #6 and #10 can be self-repaired(replaced). In the case of self-repair, we will send you the parts you need for replacement & you’ll be charged one-way shipping. We’ll be sure to provide image & video guidance for replacement as well 😊



    3. How much will shipping cost?

    If repairs are due to product defect, RAWROW will pay for round-trip shipping.

    If repairs are due to customer fault, the customer will have to pay for round-trip shipping.

    When sending the product, customer will have to pre-pay for shipping - when sent from Korea, shipping cost is fixed according to the EMS shipping cost guide below.


     EMS SHIPPING COST (USD)
    R TRUNK SIZE
    WEIGHT (kg)
    대만 (TWN)
    태국 (THA)
    홍콩 (HKG)
    싱가포르 (SGP)
    인도네시아 (IDN)
    SELF-REPAIR 0.5 $17.50 $18.50 $22.50 $15.00$19.00
    S SIZE (37L) 5.5 $32.50 $38.50 $38.50 $40.00$40.00
    M SIZE (63L) 7$37.50 $44.00 $43.00$47.00$46.00
    L SIZE (88L) 8 $41.50$48.50$46.00$51.50$50.00

    R TRUNK SIZE
    WEIGHT (kg)
    말레이시아 (MYS)
    중국 (CHN)
    일본 (JPN)
    프랑스 (FRA)
    뉴질랜드 (NZL)
    SELF-REPAIR 0.5 $17.50 $23.50 $7.5 $26.00$23.50
    S SIZE (37L) 5.5 $44.00 $44,00 $21.00 $59.50$67.00
    M SIZE (63L) 7$51.50 $48.50 $24.00$70.50$80.00
    L SIZE (88L) 8 $57.00$52.00$27.00$79.50$88.50

    R TRUNK SIZE
    WEIGHT (kg)
    캐나다 (CAN)
    독일 (DEU)
    영국 (GBR)
    호주 (AUS)
    미국 (USA)
    SELF-REPAIR 0.5 $29.00 $30.50 $33.00 $23.00$24.00
    S SIZE (37L) 5.5 $68.50 $68.50 $68.50 $75.00$60.00
    M SIZE (63L) 7$80.50 $80.00 $80.50$89.50$70.00
    L SIZE (88L) 8 $89.00$88.50$89.00$99.00$77.00


    4. How long will the repair take?

    Repair will take about three weeks maximum. This doesn’t include shipping days, so please keep in mind that the entire repair period will vary according to where you live.

    If there is delay in supply of parts, repair might take up to 60 days. (max)



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