It's a joke. The customer service number states you're the next customer on que. I waited over 1 hour and 32 mins. Then finally, hung up! In the meantime, tried to chat. Was 9 in que. That was another 45 mins drooped to 5. Then disconnected! Happened twice. Love their products. But the customer support is the worse! Beautiful, expensive large spinner suitcase. Used twice; Zipper Shredded and broke. Would be great if someone would help