World class support for the world travelers
Million Mile Care Program
Nex’s Million Mile Care program offers comprehensive return, trade-in, and warranty policies, thoughtfully reimagined to provide world travelers with exceptional post-purchase support. Explore the details of each policy, check out our FAQs, and submit claims or questions using the form below.
Confidence in Every Purchase
Easy 14-Day Returns
We offer a 14-day return window after delivery for unused luggage and bags in original packaging. A 10% restocking fee applies, and customers are responsible for return shipping. Products purchased with gift cards or discounts are eligible for store credit refunds.
Sustainably Refresh Your Travel Gear
Trade In Up to A Million Miles
Our trade-in program allows you to refresh your gear sustainably. Eligible luggage and bags can be traded in for store credit that are used for even a million miles, based on their condition. These pre-loved items will be refurbished and resold in our Nexperience Collection that continues your travel story around the world.
Built to Last, Guaranteed for Life
Lifetime Warranty for Your Adventures
Our Limited Lifetime Warranty covers manufacturing defects for the original owner. Issues like broken zippers, defective wheels, or stitching problems qualify for repair or replacement. Wear and tear from regular use is excluded, but you can always trade in well-loved products.
Need help?
Frequently Asked Questions
Orders and Shipping
Most orders are generally fulfilled within hours during week days, definitely within 48 hours. Once shipped, you’ll receive an email confirmation with tracking information.
You can track your order using the tracking number provided in your shipment confirmation email.
Delivery times vary depending on your location and chosen shipping method. We usually ship UPS and you can expect to receive your order within a few days if you are in the US or Canada.
Once shipped, you’ll receive an estimated delivery date via your tracking number.
If you’ve received an incorrect item, please contact us using the form below. We’ll arrange for a replacement or return.
If your order hasn’t shipped yet, please contact us as soon as possible using the form below to update your address. Once an order has shipped, address changes cannot be made.
Yes, we ship internationally. Please note that shipping rates and delivery times may vary by country.
Million-Mile Care Program (Returns, Trade-In and Warranty)
Our Million-Mile Care Program includes comprehensive return, trade-in, and warranty policies, designed to provide lifetime support for your Nex products. Review the full program here.
To initiate a return, fill out the return request form below within 14 days of delivery. Returns must be unused, in original packaging, and will incur a 10% restocking fee.
Eligible luggage and bags can be traded in for store credits towards a new purchase. Simply fill out the form below to get an estimate, ship your item to us for inspection, and receive your credit once it’s been assessed.
Our Limited Lifetime Warranty covers manufacturing defects, such as broken zippers or faulty wheels. It does not cover regular wear and tear. Submit your warranty claim using the form below, and ship your product to us for inspection. Once it's evaluated, we will either repair or replace your product.
Product Information
The majority of bags come with a cotton padded laptop compartment that can fit 16-in or larger size laptops. Backpacks, duffels, weekenders, commute carryalls all come with the compartment. Please see the specific product page to find our more.
We call our carry-on size luggage "Pioneer" and the standard Pioneer specs are:
Exterior: 14 x 9 x 22 in
Volume: 45.43 liters
Weight: 6.48 lbs (2940 grams)
We call our checkin size luggage "Navigator" and the standard Navigator specs are:
Exterior: 21 x 11 x 30 in
Volume: 113.56 liters
Weight: 10.03 lbs (4550 grams)
Our luggage zippers feature a built-in lock mechanism. Simply set the combination to 000 (or your custom code) and push the release button next to the lock towards the top handle direction to release it.