FAQs
Frequently Asked Questions
Answers to the questions we get asked most often about our luggage, orders, shipping and returns.
1. What does Steelvibe sell?
Printed hard-shell travel luggage. Every case shares the same build — a 100% polycarbonate front shell that flexes under impact, a rigid lightweight ABS back shell, a built-in combination lock, spinner wheels, a telescopic pull handle, an expandable zip section, and a divided interior with pockets. What differs between our products is the printed artwork, not the hardware.
2. Does Steelvibe manufacture its own luggage?
No. We are an online-only brand. We design and select the artwork, and we prepare and ship every order ourselves from our location in Mobile, Alabama. We do not run a factory or a physical store.
3. Where is Steelvibe located?
Our business address is 11535 Creek Ln, Mobile, Alabama 36608, United States. We sell online at steelvibe.design and ship within the United States.
4. How long does order processing take?
Orders are processed within 2–3 business days (Monday–Friday). Orders placed after 5:00 PM Eastern Standard Time are processed the next business day.
5. What is the estimated delivery time?
Most orders arrive within 7–10 business days.
Handling: 2–3 business days (Mon–Fri)
Transit: 5–7 business days (Mon–Fri)
Weather, carrier delays and public holidays can extend this.
6. Do you offer free shipping?
Yes — free standard shipping on all orders within the United States. There is no minimum order value.
7. Do you ship internationally?
Not currently. We ship within the United States only. If that changes, rates and any customs charges will be shown at checkout.
8. Will my case look exactly like the photo?
Very close, but not pixel-identical. Artwork is printed onto a moulded shell, so print position and colour vary slightly between individual cases, and screens render colour differently. These variations are not considered defects. Damaged, defective, or incorrect items are — and we replace or refund those in full.
9. Can I return or exchange an item?
Yes, on both defective and non-defective products.
Return period: 30 days from delivery
Condition: new, unused, in original packaging
Return method: by mail, to Steelvibe Returns, 11535 Creek Ln, Mobile, Alabama 36608, United States
Restocking fees: none
Customers are responsible for return shipping unless the product was defective, damaged, or incorrect. Refunds are processed within 5 business days after we receive and inspect your return. See our Return & Refund Policy for the full terms.
10. How do I start a return?
Contact our support team at support@steelvibe.design with your order number and a brief explanation for the return or exchange. Our team will reply with instructions for shipping your item back. Please do not return items without contacting customer support first.
11. What if my order arrives damaged or defective?
Contact us immediately at support@steelvibe.design with your order number and photos of the damage or defect. Our support team will guide you through the return or replacement process, and Steelvibe covers return shipping costs for defective or damaged items.
12. How do I track my order?
Once your order ships, you will receive a confirmation email containing your tracking number and carrier information. You can use it to monitor your shipment until it arrives.
13. What payment methods do you accept?
The payment options displayed at checkout may include Shop Pay, Visa, Mastercard, American Express, Diners Club, Discover, Apple Pay, Google Pay and PayPal Wallet. All payments are processed through encrypted, PCI-compliant gateways.
14. Is my personal information secure?
Yes. Our checkout uses SSL encryption and we do not store full payment card details. See our Privacy Policy for what we collect and why.
15. How do I contact Steelvibe?
Email: support@steelvibe.design
Phone: +1 251-366-4689
Address: 11535 Creek Ln, Mobile, Alabama 36608, United States
Customer Support Hours:
- Monday to Friday: 9:00 AM – 6:00 PM (EST)
- Saturday: 10:00 AM – 3:00 PM (EST)
- Sunday: Closed
We aim to respond to all inquiries within 24–48 business hours.