Away Reviews, Complaints & Contacts

Away's Returns and Exchanges page says it offers free returns and exchanges on unused items for the first 100 days, and that you should keep the original packaging. Prepaid labels are offered for the US, Canada and the UK, and Away stores accept returns. Final sale items, personalized items, gift cards and corporate-gift purchases cannot be returned.

The Returns and Exchanges page says "it may take up to two weeks for us to issue your refund" and that original shipping fees are non-refundable.

Away's warranty page directs customers to its claims form (orders.awaytravel.com/warranty/claim). It says its support team will be in touch within 24 to 48 hours and to reach out 2-3 weeks before a trip if you need the luggage. The form asks for your order or registration number and email; if you bought from an authorized retailer, register the product first. The Limited Lifetime Warranty requires a copy of the purchase receipt, and Away covers shipping to return covered luggage and to send it back repaired or replaced. A repaired or replacement suitcase keeps the original warranty, which does not restart.

The older warranty covers listed manufacturing defects and excludes misuse and mishandling; LifetimeCare also covers travel damage such as airline mishandling. Which one applies depends on the purchase date: luggage bought before 8:00 AM EST on April 14, 2026 has the Limited Lifetime Warranty, and later purchases have LifetimeCare. LifetimeCare gives free repairs for five years with round-trip shipping and one replacement if repair is not possible. After year five, repair support continues for the life of the suitcase and stays free in Away stores; elsewhere Away's pages say a reasonable service fee may apply, which Away confirms in advance, and round-trip shipping stays free. LifetimeCare Pro, listed at $35, extends free repairs to 10 years with up to two replacements and can be added at purchase or within 100 days afterward. Cosmetic wear and lost or stolen luggage are not covered. Bags and accessories have a one-year warranty instead.

Away does not publish a customer service phone number. Its Contact Us page offers live chat and an email form instead. Away lists [email protected] on its warranty, battery and Terms pages, and questions about the Terms, products or services can go to [email protected]. The Contact Us page lists phone numbers for individual Away stores, for example NYC Noho at (646) 649-3191 and NYC Williamsburg at (347) 955-9411, the same two numbers shown on the BBB profile. Stores handle in-store returns and repairs but cannot process warranty replacement orders.

Away's Terms of Use say the site is provided by JRSK, Inc. (d/b/a Away). The warranty page lists the warrantor as JRSK, Inc. (d/b/a Away), 503 Broadway, 3rd Floor, New York, NY 10012, and the BBB profile lists the same business address. Away publishes it as the warrantor's address; that is the address to use if you are looking for its corporate office.

Usually not in regular court. Away's Terms of Use (Last Updated September 12, 2025) require binding, individual arbitration before the American Arbitration Association (www.adr.org, 1-800-778-7879) and waive class actions, unless you opted out within thirty days of first agreeing to the Terms; small claims court is allowed for individual claims, as long as the case is not removed or appealed to a court of general jurisdiction. The opt-out is a written notice sent to [email protected] or 82 Mercer Street, 3rd Floor, New York, NY 10012, with your full legal name, mailing and email addresses, phone number, a clear statement that you are opting out, and your signature. A federal class action naming JRSK, Inc. (Klaus v. JRSK, Inc.) was filed in December 2025 and voluntarily dismissed by the plaintiff in March 2026; the court did not rule on JRSK's motions to compel arbitration and to dismiss.

Away's battery page says that on the current ejectable design you open the port, press down on the battery and release; on the original design you unzip the interior lining, use the included screwdriver to open the port and slide the battery out. A replacement screwdriver is free on request to [email protected], and Away will install the ejectable battery in an original-design Carry-On free. Airline rules differ: the 2018 Delta and United policies on Away's page call for removal on carried-on bags too, and American's for checked or valeted bags, so check your airline's current rule. Current Classic suitcases do not come with a battery.

You can file a complaint on Away's BBB profile, with the attorney general of your own state, and with the Federal Trade Commission at reportfraud.ftc.gov. Away is based in New York; the New York Attorney General's complaint page lists "Consumer issues" as a category and an OAG Help Line, 1-800-771-7755. If you paid by card for something you did not receive or were not refunded for, your card issuer can open a dispute, subject to its own deadline.

Away's Holiday Shipping page says you can cancel within 30 minutes of checking out by finding your order at awaytravel.com/order-lookup. After that, Away says it can try to help with an address change through its contact form; if you want a different product, it suggests placing a new order and returning the original once it arrives. You can return an unused item within 100 days through orders.awaytravel.com/returns; original shipping fees are not refunded, and the refund may take up to two weeks. To close your account, the Terms say to email [email protected].

Away is the luggage brand of JRSK, Inc., based at 503 Broadway in New York and founded in 2015. It sells at awaytravel.com, in its own stores in 12 US cities plus London and Toronto, and through authorized retailers. BBB rates it A+, and Away is not BBB Accredited; BBB shows 84 complaints in the last 3 years, mostly service or repair and product issues, and Trustpilot shows 4.7 out of 5 from 3,813 reviews. Customers' complaints describe warranty claims denied or disputed, repair kits sent instead of replacements, and support they could reach only by email or chat. Away's warranty excludes products from resellers that are not authorized retailers, so check the seller before paying for a deeply discounted bag elsewhere.

Away's Terms of Use name the operator as JRSK, Inc., doing business as Away, and its warranty page gives a New York warrantor address. What a buyer gets is set out in writing: free returns on unused items for 100 days, a warranty or LifetimeCare coverage on luggage, and one year on bags and accessories. The Terms of Use require individual arbitration and waive class actions unless you opt out within 30 days. Trustpilot reviewers mostly rate it highly, while BBB complaints center on service and repair claims, so read the warranty exclusions for cosmetic damage and keep your receipt.

Jessica Schinazi is the CEO of Away, a position she took in 2025. Jen Rubio and Steph Korey founded the company in 2015; Rubio is executive chair of the board, and Korey stepped down as co-CEO in October 2020. Away is a private company operated by JRSK, Inc. The investors named in reports of its 2019 funding round were Wellington Management, Baillie Gifford, Lone Pine Capital and Global Founders Capital, with Forerunner Ventures and Accel as earlier backers; those reports do not give current stakes.

BBB shows 84 complaints about Away in the last 3 years, 41 of them service or repair issues and 25 product issues, and an A+ rating; Away is not BBB Accredited. Trustpilot shows 4.7 out of 5 from 3,813 reviews; 15 percent of reviews are one star. Low-star reviewers describe warranty disputes, do-it-yourself repair kits, wrong parts, broken handles and wheels, and no phone line to call. Trustpilot notes that Away invites customers to review it and has replied to 29 percent of negative reviews.