What Away sells and how the company operates
Away is a direct-to-consumer luggage brand that sells suitcases, carry-ons, backpacks, and travel accessories through its website and physical stores. The company manufactures luggage and ships it directly to customers rather than selling through department stores or travel retailers. Away also operates a subscription service called Away Plus, which offers members discounts on purchases and other travel perks.
The company was founded in 2016 and is based in New York. Away sells its products at a higher price point than budget luggage brands but positions itself as mid-range compared to luxury travel brands. The luggage typically includes features like built-in USB chargers in some models, durable polycarbonate shells, and lifetime warranties on manufacturing defects.
Because Away sells direct to consumers, it does not use middlemen or traditional retail markups. This model means the company controls pricing, customer service, and the entire buying experience. Customers order online, by phone, or in person at Away's showrooms in select cities.
Key Takeaways
- Away sells luggage and travel gear directly to customers through its website and physical locations, not through traditional retailers.
- Prices range from around $95 for small accessories to $400 and above for larger suitcases, with no sales tax charged on online orders shipped to most states.
- Away Plus is a paid membership program that offers 10 percent off purchases, free shipping, and other benefits for an annual fee.
- All Away luggage comes with a lifetime warranty covering manufacturing defects, though damage from normal wear and travel is not covered.
- The company offers a 100-day return window for most products, which is longer than the standard 30-day return period at many retailers.
Luggage types and price ranges
Away's main product line consists of hard-shell suitcases in three sizes: carry-on, medium, and large. The carry-on models are designed to fit overhead bins on most airlines and start around $225. Medium suitcases, which hold more than a carry-on but are still within checked baggage limits, typically cost between $275 and $325. Large suitcases for extended trips or multiple travelers cost $325 to $395.
Beyond suitcases, Away sells smaller items like packing cubes, toiletry cases, and travel pillows that range from $25 to $95. The company also offers a backpack line starting around $195 and a line of flexible, lighter-weight luggage made from a different material that costs slightly less than the standard hard-shell options.
Prices do not change frequently, and Away does not run traditional sales. The company occasionally offers discounts to new customers through email signup or to existing customers through its membership program. Prices are the same whether you order online or in a physical store.
Away Plus membership and discounts
Away Plus is an optional annual membership that costs $99 per year. Members receive 10 percent off all purchases, free standard shipping on orders, and early access to new products. The membership also includes travel insurance on luggage purchased through Away and a concierge service that helps with travel planning.
For a customer buying a single large suitcase at $350, the 10 percent discount saves $35, which nearly covers the annual membership fee. Customers who buy multiple items or travel frequently may find the membership worthwhile. Those who buy luggage once every few years may not recoup the cost through discounts alone.
Away does not offer a free trial of Away Plus, but the company does allow members to cancel within 30 days for a full refund if they change their mind. The membership renews automatically each year unless cancelled.
Warranty coverage and what it includes
All Away luggage comes with a lifetime warranty that covers manufacturing defects. This means if a wheel breaks, a zipper fails, or a handle cracks due to a flaw in how the luggage was made, Away will repair or replace it at no cost. The warranty is transferable, so if you give the luggage to someone else, they can still use it.
The warranty does not cover damage from normal wear and tear, accidents, or mishandling by airlines. Dents, scratches, and scuffs from travel are not covered. If a wheel breaks because luggage was dropped or dragged roughly, that falls outside the warranty. Away does offer paid repair services for damage that is not covered by the warranty, though the cost varies depending on what needs to be fixed.
To use the warranty, customers contact Away's customer service team with photos or a description of the problem. Away then either ships a replacement part, arranges a repair, or sends a new suitcase depending on the issue and the age of the product.
Return policy and the 100-day window
Away allows returns within 100 days of purchase, which is longer than the 30-day window at most retailers. This extended period gives customers time to test luggage on actual trips before deciding whether to keep it. Returns can be made online or in a physical store if one is nearby.
To return an item, customers initiate the return through Away's website, print a prepaid shipping label, and send the luggage back. Refunds are issued once Away receives and inspects the returned item. The luggage must be in resalable condition, meaning it cannot have significant damage, stains, or odors.
Away does not charge a restocking fee for returns. If you buy luggage and decide it is not right for you, you can send it back without penalty. The 100-day window applies to all products, including Away Plus memberships, which can be cancelled within 30 days for a refund.
How Away compares to other luggage brands
Away occupies a middle position in the luggage market. Budget brands like Coolife and Rockland sell hard-shell suitcases for $80 to $150, often with fewer features and shorter warranties. Luxury brands like Rimowa and Samsonite's premium lines cost $400 to $800 or more and may include additional materials or design elements.
Away's main competitive advantage is its direct-to-consumer model, which eliminates retailer markups and allows the company to offer features like USB chargers and lifetime warranties at mid-range prices. The 100-day return window is also longer than most competitors offer. Away's customer service is available by phone and chat, which some customers prefer to ordering from brands with only online support.
The trade-off is that Away luggage is heavier than some ultralight brands and may not have as many color or style options as brands sold through multiple retailers. Away's product line is smaller and more focused than brands like Samsonite, which offer dozens of models.
Shipping, taxes, and additional costs
Away ships orders within the United States using UPS or FedEx. Standard shipping is free for Away Plus members and costs $10 to $20 for non-members, depending on the order size and destination. Expedited shipping options are available for an additional fee.
Away does not charge sales tax on most online orders shipped to states outside New York and a few other locations where the company has a physical presence. This can save customers 6 to 10 percent depending on their state's tax rate. Customers in states where Away collects tax will see it added at checkout.
If luggage is damaged during shipping, customers can file a claim with Away's customer service team. Away typically replaces or repairs damaged items without charging the customer, though the process may take several weeks.
Frequently Asked Questions
Does Away luggage work with airline overhead bins?
Away's carry-on suitcases are designed to meet the size limits for most major airlines, including United, American, and Delta. However, airlines occasionally change their policies or enforce size limits differently. It is worth checking your specific airline's carry-on dimensions before purchasing, as some regional carriers have smaller limits.
What happens if a wheel breaks after the warranty period?
Away offers paid repair services for damage outside the warranty. A wheel replacement typically costs between $30 and $50, depending on the luggage model. You can contact Away's customer service to request a repair quote and arrange to send the luggage in for service.
Can I use Away Plus if I only buy luggage once?
Away Plus makes sense if you plan to buy multiple items or accessories over the year, since the 10 percent discount on a single large suitcase nearly covers the $99 annual fee. If you buy luggage only once every few years, the membership may not be worth the cost unless you value the travel insurance or concierge service.
Is Away luggage made in the United States?
Away luggage is manufactured overseas, primarily in Asia, like most luggage brands in the mid-range price category. The company designs the products and handles customer service from the United States, but manufacturing takes place internationally to keep costs down.
What is the difference between Away's hard-shell and flexible luggage?
Away's standard suitcases use a hard polycarbonate shell that resists dents and protects contents from impact. The flexible line uses a softer material that weighs less and can squeeze into tight spaces, though it offers less protection. Hard-shell luggage typically costs slightly more and is better for checked baggage, while flexible luggage is lighter for carry-on travel.