Frequently asked questions
Orders
Who makes the products you sell?
Gear & Gate is a retailer, not a manufacturer. The travel gear, footwear and apparel we sell are designed and made by the brands whose names appear on them. We buy them in, list them here and handle your order, so questions about an order placed on this site come to us, while a manufacturing fault is assessed against the maker's warranty. Our warranty page explains how that works.
Do I need an account to place an order?
You can check out as a guest. An account is optional and only saves your details for next time. Once your order has gone through, you'll receive an order confirmation by email. Check your junk folder if it hasn't arrived.
Can I change or cancel my order?
Yes. Contact us as soon as possible with your order number: call +61 420 133 624 or email us, and we will change or cancel it as long as the order has not been dispatched. Once an order has been dispatched it can't be changed, but you may be able to send it back under our returns policy.
Shipping
Where do you ship to?
We deliver anywhere in Australia. Orders leave from our Sydney address and from our other Australian warehouses, so a parcel may arrive from a different state. We sell within Australia only, so we do not ship overseas.
How much does shipping cost?
Shipping is free on every order, with no minimum spend. That includes suitcases and other bulky items, so the price on the product page is what you pay.
How long will my order take?
Every order is dispatched once your payment reaches our account. Bank transfers and PayID can take a day or two to clear. Delivery time after dispatch depends on the carrier and where you live. Our shipping and delivery page explains what to expect.
Will I get tracking details?
Yes. Every order is sent with tracking, and we email you the tracking number once the parcel is on its way. If tracking stops updating, contact us with your order number and we'll follow it up with the carrier.
Payments
What payment methods do you accept?
Bank transfer and PayID. Card payments are not available yet.
Are prices in Australian dollars?
Yes, all prices are in Australian dollars. We are not registered for GST, so no GST is added at checkout.
When is my payment taken?
You pay after placing the order, by bank transfer or PayID, using the details on your order confirmation. We process the order once the payment reaches our account.
Returns and exchanges
Can I return something if I change my mind?
Yes. You have 14 days from delivery to change your mind. Items need to be unused and in their original condition. The full conditions are on our returns and refunds page.
What if my item is faulty?
Contact us with your order number and photos of the fault. Under the Australian Consumer Law, if a product has a major failure you can choose a refund or a replacement. If the failure is minor, we can choose to repair, replace or refund. These rights apply whether or not the item was on sale.
Can I swap an item for a different colour or size?
Yes. You can swap for a different colour or size within the same 14 days, as long as the item is unused and in its original condition. Contact us first and we will confirm the swap and where to send it.
How long do refunds take?
Refunds are processed within 14 days of your return reaching us. Refunds go back to the account you paid from. Your bank may take a few extra days to show the credit.
Warranty
Do your products come with a warranty?
Yes. Everything we sell comes with a manufacturer's warranty. The length depends on the product type and is set out in the table on our warranty page. The warranty is in addition to your rights under the Australian Consumer Law.
What isn't covered by the warranty?
Warranties on luggage and bags typically exclude normal wear and tear such as scuffs and scratches, damage from misuse or overpacking, and damage caused by airlines or other carriers. Gear & Gate adds no exclusions of its own. If a product has a genuine manufacturing fault it is covered, and your consumer guarantees under the Australian Consumer Law apply either way.
How do I make a warranty claim?
Contact us with your order number, a description of the problem and clear photos of the fault. We process warranty claims ourselves, so contact us rather than the manufacturer. The steps are on our warranty page.
Product help
What's the difference between compression and regular packing cubes?
Both types have a mesh panel, a label window and a carry handle. Compression cubes add a second zip that squeezes air out of soft clothing so it takes up less room. They come in small ($23), medium ($26) and large ($31). Regular cubes don't compress, and come in extra small ($18), small ($21), medium ($23) and large ($28). Compression suits jumpers, puffer jackets and t-shirts, while regular cubes suit small items and things you reach for often. Dense items like jeans won't compress much. Our packing cubes guide has more detail.
Which bags have an RFID-blocking pocket?
Every bag in the anti-theft range has a dedicated RFID-blocking pocket: the Florence, Soho, Luna, Crescent, Camden, Aspen, Aspen Max and Logan crossbodies, the Go Sling, the Go Anywhere Belt Bag, the Brooklyn Anti-Theft Tote, the Drift Daypack and both Voyager backpacks. The Road Warrior Backpack, Commuter Laptop Backpack, 3 in 1 Convertible Backpack - Trinity, Bukbagz Convertible Backpack Crossbody, Hampton Slim Laptop Briefcase and Classic Weekender Bag also have one. For documents on their own, the RFID Passport Holder and RFID protected Family Travel Wallet are RFID-blocking when closed. Our anti-theft bags guide compares them.
Which bags fit a laptop, and what size?
The Road Warrior Backpack takes a laptop up to 17 inches plus a tablet up to 12.9 inches. The Commuter Trolley Backpack has a padded sleeve for up to 15.6 inches. The Weekender Travel Bag, George Classic Laptop Satchel, Hampton Slim Laptop Briefcase and Commuter Laptop Backpack have padded 15-inch sections, and the two Commuter backpacks will also carry a 17-inch laptop in the main compartment without a sleeve. The Brooklyn Anti-Theft Tote and Billy Laptop Messenger take 13-inch laptops. The 3 in 1 Convertible Backpack - Trinity and Bukbagz Convertible Backpack Crossbody have a 13-inch section with room for 15 inches in the main pocket. The Drift Daypack, both Voyager backpacks and the two Glide Pro carry-ons have laptop compartments, but no maximum size is listed.
Which carry-on case is the lightest?
The Glide Lite Carry-On is the only carry-on case in the range with a published weight: 2.0kg. It's a hard-shell clamshell case with spinner wheels and a TSA-approved lock. Empty weights aren't listed for the other carry-on pieces, so contact us if you need one before ordering. Check your airline's current cabin weight limit before you fly.
What's the difference between a top-opening and a clamshell suitcase?
A clamshell case opens into two halves you pack separately. A top-opening case has a lid that folds back over one deep compartment, so you pack from above and stack packing cubes in layers, and it only needs the space of the case itself to open. Top-opening models are the Glide Elite Carry-On Pro, Glide Medium Check In, Glide Large Check-In, Glide Elite Medium Check-In and Glide Elite Large Check-In. The Glide Lite Carry-On and Glide Carry-On Pro are clamshell.
Do the suitcases have locks?
All Glide and Glide Elite hard-shell cases have a TSA-approved combination lock built into the shell, which US airport security can open for inspection without breaking it. The Metro Carry-On Duffle has interlocking zip pullers that take a travel lock. For soft bags, the 3 Number TSA Cable Lock - 2 piece set ($28) and the Combination Lock Travel Luggage Strap - Rainbow ($18) are sold separately.