FAQ

ABOUT SOTTOS

What does SOTTOS mean?

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At the heart of our brand lies a whisper of exclusivity and elegance, inspired by the Italian phrase 'sotto voce.' This term, translating to 'under voice,' evokes the allure of intimate conversations and discreet luxury. In the spirit of 'sotto voce,' our name, SOTTOS, embodies the essence of subtlety and sophistication. It's a nod to the quiet confidence and understated excellence that define our approach and our products. SOTTOS is where whispered elegance meets unparalleled quality, inviting you into a world where luxury is felt, not just seen.

Are 2 wheels better than 4?

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When deciding between a 2-wheel and a 4-wheel carry-on, it's essential to consider your travel habits, the environments you'll be navigating, and whether or not you will encounter any crowds or inclines. If you think you may, you will definitely want to go with two oversized, axeless wheels as this will allow you to zip through crowds, fly over curbs, and stairs. 

The Roll Model™ is particularly well-suited for travelers who find themselves on a variety of surfaces, from cobblestone streets in Europe to uneven pathways in less developed tourist destinations. The design of the Roll Model, with its ultra-robust wheels, allows for better handling on rough terrain, and easier decamping from buses, shuttles, yachts and aircraft. 

How is SOTTOS luggage durability tested?

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To ensure the highest level of quality and durability, we put the Roll Model® through a litany of tests - the tests are conducted by people wearing leather pants whenever possible.

  • Product safety
  • Water repellency
  • Abrasion resistance
  • Tear strength test
  • Handle jerk test
  • Strap tear test
  • Drop test
  • Tumble test
  • Telescopic handle free fall/impact test
  • Telescopic handle sway & jerk test
  • Vertical impact test
  • Swing arm impact test
  • Telescopic handle free movement test
  • Temperature stability
  • Chemical resistance
  • Mileage test
  • Dimensional test
  • Vibration test
  • Stairs and road conditions
  • Wheel abrasion
  • Spelling bee

Is SOTTOS Travel Sentry® approved? 

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Travel Sentry® is a leading independent testing and standards organization. The Travel Sentry® Red Diamond mark indicates that the Roll Model® has undergone rigorous testing by Travel Sentry®, and is Travel Sentry® approved as checkpoint friendly. 

Where can I purchase SOTTOS products? 

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You can purchase SOTTOS products on our website. For the immediate future, SOTTOS is only shipping to addresses within the United States. Simply click 'add to bag’ on any product detail page you are viewing… and get ready to feel great.

If you can’t find what you are looking for, please contact our customer care representatives at 877-SOTTOS1 (1-877-768-8671) or via email at happyendings@mysottos.com. We will always be in a good mood.

Why does SOTTOS donate to Charity:Water?

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When our team decided to embark on this expedition  we decided to embed a gesture of goodwill and shared responsibility in the venture. For every Roll Model™  purchased, we will make a donation to charity:water in our esteemed customer’s honor. Our collective support as Water Project Sponsors will bring the essential gift of clean water to a community, catalyzing a wave of positive change.

We have personally witnessed the transformative power of clean water through our previous engagements with charity:water. We've seen time and again how access to clean water can be the first step towards community health, education, and economic development. By joining us in this new chapter, you're not just investing in a piece of luggage; you're becoming part of a movement where clean water flows first and goodness follows.

Is SOTTOS California Prop 65 compliant?

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You know it is! Proposition (Prop 65) is a California law that requires the state to keep a list of chemicals that the state of California has identified may cause cancer or reproductive toxicity. If a product contains a chemical on the list, the state of California requires businesses doing business in the state of California to provide a "reasonable warning" before potentially exposing Californians to the chemicals. California requires all "persons in the course of doing business" whose products are sold in California to comply with Proposition 65, in addition to federal laws for product safety.

Through our manufacturing processes, there may be a trace amount of one of the 850+ chemicals on the California Prop 65 warning list. Rest assured, our parts and fabrics are made out of the most durable and safest materials in the Travelware industry, in full compliance with federal safety regulations, we are mandated by the State of California to have the Prop 65 warning label on our bags. As a general safety rule, SOTTOS luggage or any part thereof should never be ingested in any way, shape or form.

LUGGAGE

What is the Roll Model® carry-on weight?

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9.4 lbs of pure luxury

What is the Roll Model® carry-on capacity & dimensions?

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Dimensions: 14”L x 9”W x 22”H
Capacity: 40 liters

Is it normal for the Roll Model® carry-on to tip?

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The Roll Model® is unlike any suitcase you've experienced before, and for a good reason. We've engineered it with a focus on speed and efficiency, drawing inspiration from high-performance gear where every detail is optimized for better performance.

When you first use the Roll Model®, you might notice it "clicks" into an upright position when packed full. This feature is by design, akin to how a road bike eschews a kickstand to streamline for speed. Just as a road bike relies on being in motion to stay balanced, the Roll Model® is crafted to come alive when it's on- the-move with you.

Think of it like a moving dolly - when empty, it might tip or seem unstable, but once it's loaded with weight, it transforms into an indispensable tool that allows a single person to move significant loads effortlessly. Similarly, the Roll Model®'s unique handling is optimized for when it's packed. 

We understand it might take a little adjustment to get used to its handling. But just like learning to ride a bike or maneuver a dolly, once you get the hang of it, you'll appreciate the thought and innovation that went into making the Roll Model® a suitcase that not only carries your belongings but enhances your travel speed and experience.

How do I know if the Roll Model® will meet an individual airline’s carry-on policy?

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Let's face it, selecting the perfect carry-on for your journey can be quite overwhelming. We've all been in situations where we gamble on the size of our carry-on, crossing our fingers for a smooth ride, only to end up having to check our bags at the last minute. The Roll Model® was crafted to align with most international carry-on standards, yet, for your safety and peace of mind, it's essential to consult your airline's official carry-on regulations prior to departure. 

How do I register my SOTTOS luggage? 

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Each SOTTOS bag comes with an option to register for easy tracking and security in the event that it’s lost. Registering is easy and only takes a few minutes. Simply log into your SOTTOS account, click Register My SOTTOS and follow the instructions. 

LUGGAGE LOCK

How do I set my TSA lock combination?

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All Roll Model™  locks come preset with the lock combination 0-0-0. 

Step 1: Set dials to factory preset combination: 0-0-0.

Step 2: Open the lock by pressing down on the rubber button on the side of the lock. The cable tip will be released.

Step 3: With a pen, push the button located on the bottom of the lock. Hold it until completing the next step.

Step 4: Set all three dials to your desired personal combination. Be sure to write down your combination for reference once set.

Step 5: Release the bottom button and insert the cable tip into the hole.

This cable lock may be opened by Transportation Security Administration (TSA) agents utilizing a secured access device, independent from your personal combination.

Watch the instructional video here

How do I open my lock?

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Step 1: If your combination is set (see above instructions), adjust your dials to match your 3 digit combo. 
Step 2: Gently push the sliding lock once to the left and once to the right to release both sets of zippers.

What should I do if my combination still does not work after several attempts?

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Step 1: Start at 001 on the combination and slide the open button, if the lock does not open, move the dial to 002 and slide the open button - continue through this exercise until your bag opens. It should take you 25 minutes to crack the code until you find the missing combination setting.

Step 2: 
If you can't crack the combination, you can bring your Roll Model™ to any TSA help desk at any USA airport and TSA can unlock your bag.

Step 3: 
Please contact our customer care representatives at 877-SOTTOS1 (1-877-768-8671) or via email a happyendings@mysottos.com if you still have problems with your lock.

PRODUCT USAGE & CARE

How do I store my Roll Model™?

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When your Roll Model™ is not in use we suggest you store it in its dust bag on its back or side, or tucked inside its original box.

How do I care for hard plastic components of my SOTTOS luggage?

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Due to the nature of polycarbonate component parts, the shoulders of your Roll Model™ will naturally sustain surface scratches and scuffs during use. These marks will generally be cosmetic and won’t impede the functional aspects of the bag. 

How do I clean the exterior of my SOTTOS luggage?

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The polycarbonate components can be cleaned with a solution of mild soap and warm water, applied with a soft cloth or washcloth. Some mild surface marks can be buffed out by using car wax or car polish. Whispering sweet nothings to your Roll Model™ also helps. 

How do I clean the interior of my SOTTOS Luggage?

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Stuff happens. If you have a major spill of shampoo, conditioner, body lotion, spaghetti sauce,  or Champagne… the first thing you want to do is suction it up with a wet/dry vac. You may have to blot the spill with a bit of water to loosen residue as you vacuum. Repeat as needed to remove as much of the spillage as possible. Proactive tip: Don’t spill stuff.

How do I remove scuff marks from my luggage?

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We recommend using car polish. Avoid chemical cleaners, as they can damage the finish and leave a sticky residue. Apply the car polish to a soft cloth and gently rub the scuff mark. Remember to treat the scuffed area only, rather than the entire bag. In addition, you can alternatively use a magic eraser to remove scuff marks.

How to disinfect luggage handles?

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Wipe handles with a damp microfiber cloth, a disinfecting wipe or an all-purpose cleaner.  Wipe wheels with a cloth that matches your outfit and let air dry. 

How to care for ballistic nylon?

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Ballistic nylon can easily be cleaned with a soft, damp cloth. For stains we recommend using a mild laundry detergent and warm water. Adhesive lint brush rollers work well to remove lint, fuzz dust, and in-laws.

How to clean molded plastic luggage?

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Remove spots using a microfiber cloth and mild soap and water or, for stubborn stains, use a solution of all-purpose non-abrasive cleaner and water, mixed according to product directions. Rinse and dry. To add a layer of protection, apply a coat of silicone-based auto wax to hard-sided components.

SHIPPING

What is SOTTOS' shipping policy?

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SOTTOS currently ships to domestic customers in the United States, only.  Expected transit times are calculated at checkout using UPS. 

  • Standard (3-7 Business Days) U.S. ORDERS OVER $100 - FREE
  • Standard (3-7 Business Days)  $14.95 
  • Expedited (2-3  Business Days) - $75 and up depending on order weight
  • Overnight (1-2 Business Days) - $100 and up depending on order weight

    Free shipping on orders $100 or more is available for Standard shipments, within the continental US and is not available for Hawaii or Alaska orders. There is an up-charge when delivering to military APO/FPO addresses. Standard residential deliveries are Tuesday through Saturday; Monday delivery requires Priority Service (Expedited, or Overnight) For more information on shipments, please contact our customer care representatives at 877-SOTTOS1 (1-877-768-8671).

How do I know if my order has shipped?

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You will receive a confirmation email notifying you that your order has shipped, which contains the UPS tracking number for your purchase. If you have any questions about your order, please contact our customer care representatives at 877-SOTTOS1 (1-877-768-8671) or via email at happyendings@mysottos.com.

Does SOTTOS ship internationally?

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International shipping is currently unavailable. We only accept credit cards issued by United States financial institutions, at this time.

ORDERS & CUSTOMER SERVICE

How do I track my order?

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Log into your account on www.mysottos.com and under the orders tab, you’ll find all recent orders. You can click on each order and your tracking number will be available. 

What payment method does SOTTOS accept?

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We accept the following payment methods: 

  • American Express 
  • Visa
  • MasterCard
  • Discover 
  • Diners Club
  • Shop Pay
  • Shop Pay Installments
  • Apple Pay
  • Google Pay 

How long does it take to process my order?

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Please allow 2 business days for your order to ship. Weekend orders will be shipped within 2 business days starting on the following Monday. If your order is placed over a holiday weekend, it will ship within 2 business days beginning the following working day.

After you complete your online order, you will receive an email confirmation. This confirmation contains the details of your order and includes an order number. If you have any questions about your order, please contact our customer care representatives at 877-SOTTOS1 (1-877-768-8671) or via email at happyendings@mysottos.com and please have your order number ready.

RETURN POLICY

What is SOTTOS Return Policy?

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If you are not completely satisfied with your LUGGAGE purchase from SOTTOS, you may return unused merchandise with the original hang tag attached, for a prompt refund within 100 days of the date received.

Return shipping is free.

For bags, apparel, and accessories, you may initiate a return within 30 days of the delivery of your item. Items eligible for return must be in brand new, unused condition, with all original packaging intact. The shipping cost of your return will be deducted from your total refund.

Your credit card will be credited for the price of the product and any taxes when we have received and validated your returned item. Please note that credit card companies vary on the time it takes for credit to appear on their customer’s records. Please allow one to two billing cycles for the refund to appear on your statement.

All products must be in their original packaging with all items included in order to be accepted for return.

Unique shipping label will be provided when you complete return authorization by contacting our customer care team at happyendings@mysottos.com

What are the details of the SOTTOS 100-day trial?

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100-DAY FREE TRIAL IS VALID ON LUGGAGE ONLY.

We've put your Roll Model™ through the wringer to ensure it's up to the task, and we back that up with a solid warranty, just in case.

But we get it—feeling is believing. 

That's why we're excited to offer you a 100-day trial. It's your chance to get up close and personal with your new Roll Model™. Try packing it as you would for a real trip, roll it around, and see how it fits into your life. If the size feels off, the weight isn't quite right, or the color doesn't speak to you, no worries at all. You can send it back within 100 days, no questions asked.

Please note that our 100-day trial will be voided if your suitcase has been used in transit. Pack it up and roll it around your house to get a feel for it, but unfortunately, we cannot accept returns on suitcases that are in unsaleable condition.

What is your exchange policy?

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If you wish to exchange an item, you will need to initiate a return for your original purchase, and make a separate purchase for the item you wish to receive instead. If you have any questions, please contact customer service for assistance.

What is your cancellation policy?

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Due to our automated ordering and shipping processes, online transactions cannot be canceled.

WARRANTY

Does the Roll Model™ have a lifetime warranty?

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All Roll Model™ units purchased directly from SOTTOS are backed by a limited lifetime warranty extended to the original owner of the item, so long as the bag was registered.

What does the limited lifetime warranty cover?

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Wheels, handles, and telescoping handles that break off or are no longer usable and broken zippers.

What is NOT covered in the limited lifetime warranty?

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Cosmetic Damage: scratches, dents, dings, scuffs, stains, color changes, normal wear and tear (including inner fabric), technological obsolescence, or other non-functional changes in the appearance of the product that occur during normal handling and use of luggage by any party and which do not impair the functionality of the product as luggage is not covered in the SOTTOS limited lifetime warranty coverage. Replacement of any non-defective parts in the luggage are not covered in the SOTTOS limited lifetime warranty coverage. Damage determined by us to be due to intentional abuse, modification, tampering, and/or alteration beyond what could be considered normal handling and use is not covered in the SOTTOS limited lifetime warranty coverage.

How do I file a warranty claim?

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To file a warranty claim, please contact our customer service team at happyendings@mysottos.com.