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Purchasing & Payments

Where can I buy the case?

Currently, Raden cases are sold through our website, as well as a number of other retailers we have partnered with. You can see a full list of our stockists here!

Which forms of payment does Raden accept?

Raden accepts all major credit cards, including American Express, Visa, MasterCard and Discover.

Do I need to pay sales tax?

In the U.S., sales tax varies from state to state. Globally, duties and taxes also vary based on location. Enter your shipping zip code at checkout to calculate sales tax or estimate international duties and taxes.

How do I use a gift card?

Got your gift code? Simply enter it at checkout. If you can’t locate your gift card code, contact us here.

How do I place a large order?

We’d be happy to arrange. Please contact us here.

Case Questions

Why is the Raden case so affordable?

We believe better products lead to better experiences - and better doesn’t necessarily have to cost more. By avoiding middle men and third parties, Raden offers a high-quality case at a reasonable price without paying a million people along the way.

What are the dimensions of the case?

The A22 Carry is 22″ x 14″ x 9″ and has an interior capacity of 35 liters. These are the maximum allowable dimensions for carry-on luggage. The A28 Check is 28″ x 21″ x 13″ and has an interior capacity of 106.7 liters.

How much does the case weigh?

The A22 Carry weighs 8.4 lbs. The A28 Check weighs 13 lbs. It’s among the lightest in the luggage industry for German polycarbonate hard-shell cases.

What materials are used in the case?

Raden’s exterior shells are made with a Makrolon® ET German Polycarbonate. The wheels are a mix of nylon and PU/PP plastics. The side handle is a Polyurethane, while the top handle is a blend of PC+ABS, ABS and zinc alloy. Our interior linings are polyester.

Can I use my case as a carry-on?

For our U.S. customers, yes! The A22 Carry is 22″ x 14″ x 9″ and has an interior packing capacity of 35 Liters; this is both the maximum size and the largest allowable volume for most domestic airlines.

For our international customers, we recommend checking directly with your airline to find the maximum allowable dimensions of carry-on luggage. If you need extra support, just contact us here.

What is a TSA lock and how do I use it?

Raden's integrated TSA lock uses zipper pulls (and no additional accessories) to secure your case from unwanted access. Authorized TSA personnel will always be able to open your case for inspection, if necessary, though. Globally, the lock is authorized for use in 13 countries at over 600 airports*.

To unzip your newly delivered Raden case, first open your TSA lock by following these steps: Set the number wheel to read “0-0-0.” With the front of the case facing you and the two zippers locked into the faceplate, slide the unlocking mechanism to the right (hint: the unlocking mechanism looks like a slim, vertical rectangle and is right next to the TSA keyhole). Your zippers will pop up, and your case will now be unlocked!

* Countries include: USA, Canada, Belgium, Netherlands, Switzerland, Denmark, Germany, Austria, Finland, Israel, Japan, South Korea, and New Zealand. If you're traveling through a country that does not authorize the Travel Sentry® system, simply keep your zipper pulls dangly free, out of the lock inserts for easy access by security agents.

How do I clean my case?

To remove dirt and small scuffs, Raden recommends the use of a non-abrasive agent such as Isopropanol alcohol, which is commonly available at drug stores. Apply a few milliliters of Isopropanol to a cloth or directly onto the dirt or residue marks left on your shell, and wipe away until clean. Customer feedback has shown that Mr. Clean's Magic Eraser works efficiently at removing scuffs as well! However, please be advised that it may remove some of the sheen on cases in the Gloss finish.

DO NOT USE:

  • Scouring detergents or abrasive cloths/sponges (i.e. steel wool)
  • Window cleaning agents, vinegar-based cleaners, or disinfectants including Goo Gone.
  • Solvents, dilutions, or aggressive alcohols
  • Petroleum distillates (white spirit/petrol based agents) including nail polisher remover

How do I set or reset my own TSA lock combination?

For initial setting, ensure the combination is set to "0-0-0". Then, using a pen tip, push the lock faceplate’s silver reset button so that it stays down. Slide each number wheel to the 3-digit combination of your choice. Slide the unlocking mechanism so that the reset button pops back to its starting place. Your lock is now reset to your chosen 3-digit combination.

Is the case scratch-resistant?

Raden applies a post-production resin to its polycarbonate shells, which helps prevent scuffing and scratching during transit. That being said, marks will make their way onto the case, regardless of the specific finish. Wear and tear is a natural sign of more travel memories and frequent flier miles.

My case is damaged. What should I do?

Raden is committed to providing the highest level of service for its customers. Your case is protected under our warranty policy, which you can review here

Raden keeps a full inventory of replacement parts, including handles, wheels, zipper pulls, electronic modules and USB cables. If you need assistance with a repair or replacement part, contact our customer experience team here.

Is the case waterproof?

Absolutely. Raden’s shells are waterproof, as are the reverse-coated Polyurethane zippers which provide a waterproof layer to the zippered seams.

Has the case undergone any regulatory certifications?

Raden’s cases have undergone critical regulatory certifications. Raden is listed under Standard 60950, a globally recognized testing standard for product safety, and we’re officially deemed as Safe Technology Equipment. The rest of our certifications are listed below - if you’re looking for more details, feel free to contact our customer experience team here.

  • FCC testing as Declaration of Conformity.
  • IC (CE declaration).
  • UN 38.3 for battery certification.
  • IEC/EN 62133 for EMC certification.
  • Bluetooth Smart certification.
  • RoHS (Restriction of Hazardous Substances) testing.

Is there a warranty?

Yes! Raden offers a 5-year case warranty and a 1-year electronics warranty to all customers, in the U.S. and beyond. To exercise your warranty, please contact our customer experience team here.

Does my Raden comply with regulatory requirements set by the travel industry?

Raden complies with all the relevant safety standards set forth by the FAA, TSA and IATA. Raden cases contain a battery with a Watt-hour rate of 28.3Wh, which has passed all safety & testing requirements of standard UN38.3, and meets the requirements outlined by IATA Packing Instructions 966 and 967

Shipping, Returns/Exchanges

What's the status of my order?

Once your order has been placed, you will receive an email containing your order number (hint: this number begins with the letter "R"). Then, once your order ships, you will receive an shipping confirmation email complete with a tracking number.

What's your return and exchange policy?

We’re pretty sure you’re going to love your new Raden case, but if you don’t, we offer a 30-day return policy on unused cases. To initiate a return, please contact us here.

For customers within the U.S., Return shipping is free. We provide the prepaid shipping label at no extra charge.

For customers outside the U.S., return shipping costs and any duties, taxes, or fees will be deducted from the order refund. We'll provide you with all necessary return shipping labels and upon receipt of the return, refund you the order total less the combined shipping price.

How do I repair my case?

Frequent travelers can run into issues with their luggage, but Raden is here to help you through them. Whether it be the handle, wheels, or electronics, we're happy to coordinate repairs within the U.S. and beyond. To start the repair process, contact Raden's customer experience team here.

Can I change my order?

Of course. To make changes to your order, email our customer experience team here.

Can I cancel my order?

Yes, you can cancel your order at anytime prior to the time that it ships from our warehouse. Please note that we do our best to ship products within the same business day that the order was placed. If you would like to cancel your order, please click here to contact Raden’s customer service team.

Can I change the shipping address on my order?

To change your shipping address prior to shipment, contact Raden’s customer experience team here.

How much does shipping cost?

Like the best things in life, shipping within the U.S. is free.

Shipping to Canada costs $50 USD. This covers the cost of duties, taxes, and fees associated with delivery.

Shipping costs outside the U.S. and Canada range and will be presented and charged at checkout. Duties and taxes are not covered in your order total. During checkout, estimated duties and taxes will be presented, but Raden will not charge you these fees at time of purchase. The order will be delivered duty unpaid. To see the cost of international shipping, proceed to checkout, where all prices will be presented before you finalize your order.

Can I expedite my order?

Our U.S. customers can purchase UPS Overnight shipping at checkout. This will ensure that your order will be delivered one business day after it leaves our warehouse. If you have already completed your order, but would like to apply overnight shipping, just send us an email here!

Our international customers do not have the option of expediting shipment, as we are already using UPS Expedited to send your orders across the border. If you need your case by a special date, email us here, and we'll do our best to help you out.

Do you ship to P.O. Boxes?

We are unable to ship to P.O. Boxes at this time.

If you have any additional questions on this, please email us here.

What if I'm not home when my order is delivered?

Raden doesn’t require a signature upon delivery. The package will be left at your door unless noted otherwise by the shipping carrier. If you need help tracking your package or rescheduling a delivery, visit your account page here or contact Raden’s customer experience team here.

How big is the shipping box?

Raden packaging is engineered to be environmentally conscious and customer friendly. Your case fits perfectly into the packaging and has a convenient carry handle on the top. The packaging dimensions for the A22 Carry are 23” x 15” x 10”. The packaging dimensions for the A28 Check and A50 Set are 31” x 21” x 14”.

Do you ship internationally?

Yes! Raden currently ships to the U.S., as well as the following countries:

  • Australia
  • Austria
  • Belgium
  • Canada
  • France
  • Germany
  • Ireland
  • Israel
  • Italy
  • Mexico
  • Netherlands
  • New Zealand
  • Poland
  • Portugal
  • Saudi Arabia
  • Spain
  • Sweden
  • Switzerland
  • United Arab Emirates
  • United Kingdom

How long does shipping take in the US?

Our warehouse will typically process and ship your order within 1 business day.

Our free shipping option is dispatched via UPS Ground and will arrive in 1-5 business days once the order leaves the warehouse.

Our Overnight Shipping option costs $50 and will arrive in 1 business day once the order leaves the warehouse.

We also offer same day delivery. Depending on our inventory levels, if you select Same Day Delivery by 2:00pm local time, your order will arrive by 7:00pm local time (offered only in select markets).

How long does shipping take outside of the US?

Our warehouse will typically process and ship your order within 1 business day.

We ship all international orders via UPS Expedited, and all international orders should arrive in 3-7 business days.

Getting Started

What are the first steps to get started with my Raden?

How do I pair my case?

Once your case is fully charged, open the Raden app and tap "Add New Case." Follow the prompts within the app. Your phone will confirm when your case has been successfully paired!

How do I charge my case?

There are two ways to charge your case. If you remove the battery from the case, you can charge your battery by directly plugging in the mUSB into the internal powerbank and USB into a computer or wall adapter. Alternatively, you can plug your mUSB port into the USB faceplate (just underneath your top handle) and the USB port into a computer or wall adapter. You may find this video helpful when learning how to charge your case!

How do I get the Raden app?

You can download the app for iOS here. While still in Beta, we also have the Raden app available for download in the Google Play Store here.

How do I weigh my case?

Make sure your case is resting with all four wheels on flat ground. On the app's weight dashboard, tap ""Calibrate."" Follow the prompts within the app to calibrate your case. Once calibrated, tap ""Weigh."" Now, lift the case from the center of the top handle. Make sure to hold still while letting your case dangle freely! After a few moments, your cases' weight will appear on the dashboard. For those of you using the Metric System, simply tap on the weight of the case to toggle from pounds and kilograms.

Can I change the app to display in a different language?

The Raden app is currently available only in English, with other langauges rolling out soon. Feel free to subscribe to our newsletter for the latest updates from Raden (hint: you can sign up on the footer of our website) or email us here to suggest what language you'd like to see next!

What do the LED lights represent?

There are two LED light colors that may illuminate from the exterior USB faceplate of your case.

BLUE (related to Bluetooth)

  • Solid: Your case is paired and you have the app open on your mobile device.
  • Blinking: Your case is looking to pair.

WHITE (related to your battery)

  • Blinking: Your case is on low power mode (battery <20%).
  • One second white light: Your case has been connected to a power source and is charging.

Technology

If someone wants to borrow my case, how do they pair it with the app?

To share your case with someone, simply give him or her your sharing passcode. To access this passcode, open up your Raden app and tap into the case you'd like to share. From there, tap on "More" in the lower right-hand corner. Tell your friend or family member to download the app and use that four digit passcode to pair with your case.

How do I use the location features?

To access the location feature, open your Raden app and tap on "Locations" to enter your Location Dashboard. If your case is charged and within range of your phone, this is where you will see proximity (how far your Raden is to your phone), the number of cities and countries traveled to with your Raden, and historic map views that show your case’s last known locations.

How do Raden’s location features work?

Raden’s location awareness feature leverages Crowd GPS technology. Crowd GPS is a no-subscription alternative to traditional GPS, consuming substantially less power and creating less radio-frequency interference than standard GPS modules. The technology uses low-powered Bluetooth signals (Bluetooth Low Energy, or BLE) to send out a signal with a range of 100 feet / 30 meters. When a case's signal is picked up by any nearby user's smartphone with the Raden app, a time-stamped set of coordinates are sent to Raden's Crowd GPS server. This allows the case's owner to see a full history of their case's previously known locations in the Raden app. But don't worry - only the case's owner can view the case's location, and this is not public information that is only accessible by anyone but the owner of the case.

What is the Bluetooth range?

The proximity range is approximately 100 feet / 30 meters. Digital or physical objects like buildings, walls, radio antennas and devices that produce radio frequency signals may interfere from time to time.

How long does it take to charge the battery?

Depending on the power source, Raden’s battery will recharge from 0% to 100% in about 5 to 10 hours.

What happens if the electronics break?

The electronics in your case are protected through Raden’s warranty policy. Review our policy here or contact our customer experience team here.

Are the electronics waterproof?

While the case is protected with a double-lined zipper to make it water-resistant, the black electronics pouch and all enclosed are not waterproof.

Do the electronics work internationally?

Yes! Take Raden anywhere in the world - you'll be able to charge on the go, determine the weight of your case and track its location using the Raden app.

How many charges can I get out of the battery?

Raden's powerful 7800mAh battery can fully charge a standard iPhone 6 four to five times.

Can I use the battery outside the case?

Yes! The battery works just like an external charger, so you can remove the battery from your Raden case and use it to charge your phone anytime, anywhere.

To remove your battery from the case, unzip the interior lining to reveal the small, black electronics pouch. Unzip the pouch to display the battery. Take out the battery and use it like any other portable powerbank!