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Frequently Asked Questions
How are the products shipped?Products are shipped free of charge to the customer. Once an order is placed, the product is securely packed and shipped via UPS Ground. It normally takes 5-10 days for delivery, depending on processing time and product availability. We will gladly accommodate a different form of shipping upon our customer's request; extra charges will be incurred. ***Due to our low prices, free shipping does not apply to wholesale orders. Back to Top
How can I pay for purchases at Silvana USA online?We accept the following major credit cards: Visa, MasterCard, American Express and Discover. Your credit card will be billed upon confirmation of your order. Order processing and delivery normally takes 5-10 days. Back to Top
How will my order be confirmed?If you provided a valid e-mail address during online ordering, you will receive an e-mail shortly after confirming your order, shipment method, and the total amount to be charged on your credit card. If you don't have an e-mail address, we will contact you by phone at the number you provided while ordering. Back to Top
What if the product I ordered is not in stock?While we make every effort to keep sufficient quantities of our stock, we may occasionally run-out of certain items. Out-of-stock item(s) will be removed from your order total, and we will notify you by phone or e-mail. Unfortunately, we are unable to accept back orders as of this time. Back to Top
Do the products come with a warranty?Silvana's products are manufactured with careful attention to quality; we guarantee that the products will be free from defects in material and workmanship. As a result, Silvana USA supports the products with a 3-Year Limited Warranty. If such a defect appears during this time, Silvana will repair or replace your product, at our option. This warranty covers defects in the materials or workmanship. Naturally, it does not cover normal wear and tear, improper care, misuse, neglect of the product or damage caused by a common carrier. Should service be required, please send the defective product, prepaid, to the address below. Include a Proof of Purchase, the warranty card, an explanation of the problem, and a money order for $7.50 to cover return handling. Allow 3-4 weeks for delivery. Silvana USA, Inc.Attn: Customer Service 630 S. Los Angeles St., #D-2, Los Angeles, CA 90014 E-mail: sales@silvanaUSA.com Back to Top
What can I do to prevent zipper damage?Silvana's zippers are made on self-repairing nylon coil and are protected by placing heavy plastic piping on the outside of the bags. However, precautions can be taken to prevent damage, and obviously, the first thing is not to overpack! In suitcases, it's helpful to kind of 'walk' the zipper around instead of pulling it hard and fast around corners. Consumers need to be gentle by putting the lead finger under the slider so the plastic corner doesn't catch on the tape or the teeth bunch up. Back to Top
What is Polyester?Polyester is synthetic/man-made resin formed by the condensation of polyhydric alcohols (alcohols containing more than one hydroxyl group) with dibasic acids (acids containing two replaceable hydrogen atoms). Polyesters are thermosetting plastics, used in making synthetic fibers, such as Dacron and Terylene, and constructional plastics. The outstanding characteristics of polyesters is their ability to resist wrinkling and to spring back into shape when creased. In addition, polyesters have a good dimensional stability, wash and dry easily and quickly, and have excellent wash-and-use or minimum-care characteristics. Back to Top
What is Ramie?Ramie, also known as China grass, is a plant fiber that has been used since ancient times. It is one of the strongest natural fibers and exhibits even greater strength when wet. It possesses little elasticity and is somewhat brittle and stiff. Like linen and cotton, ramie has poor resiliency and wrinkles easily. Other properties include resistance to alkalies, rotting, light, mildew and resistance to insects. Ramie is not harmed by mild acids but can be damaged by concentrated acids. The fiber has some natural stain resisting ability with ease of stain/soil removal similar to that of linen. Blends are more common than pure Ramie with the most being 55 percent ramie/45 percent cotton. When polyester is included in the blend, it improves wrinkle resistance and helps provide easy care and shrinkage control. Back to Top
What is ABS?ABS stands for Acrylonitrite Butadiene Styrene and has common applications in luggage, lab equipment and office accessories. ABS sheet characteristics include high rigidity, impact strength, excellent abrasion resistance, excellent electrical properties and moisture/creep resistance as well as resistance to inorganic salts, alkalies and many acids. Luggage made of tough ABS shells and fiber-glass filled nylon frames provide durability and long life. Back to Top
What is EVA?EVA stands for Ethylene Vinyl Acetate and offer good processability during compounding with various additives. This EVA closed cell foam does not lose its resiliency over time like other foam products; it acts as a cushion. Luggage made of EVA is a compound of EVA and Polyester and some of it's major characteristics include excellent split tear resistance and hardcase-like structure. Back to Top
What is Ballistic Nylon?Ballistic nylon is lightweight yet strong and some of its major characteristics include fabric strength, puncture resistance, tear resistance and even bullet resistance. This material has a smooth surface that will not rub against your clothes, will not fade or scratch neither look old. Back to Top
Do I have to pay sales tax?Unlike traditional retail stores, Internet businesses are only required to charge sales tax on orders that are shipped to the same state where a company is headquartered. Silvana USA is located in Los Angeles, so California sales tax is applied only to orders that are shipped in California. Back to Top
What are in-line skate wheels?The heavy duty ball bearing in-line skate wheels are long lasting and, with
the help of an ergonomically designed telescoping/retractable handle, provide easier
maneuverability and unmatched acceleration. Furthermore, the corner
protection is engineered into high stress areas for additional durability.
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What do I do if the airlines damage my bags?Sometimes your luggage may be damaged while traveling via an airline. Most airlines will accept damage claims if made within a reasonable time frame; especially if you make a claim immediately upon pickup. However, things airlines will not cover include: normal wear and tear, minor cuts, scratches, dents, or soiling, damage to parts protruding from the case, manufacturer defects, or damage resulting from oversized or over-packed bags. Back to Top
What is your Customer Information Policy?Silvana USA compiles customer information in an effort to improve and enhance our customer's online shopping experience. We do not provide or sell customer information to any outside companies or third parties. Back to Top
If you have further questions regarding shopping at our Silvana USA online store, e-mail us at bagsANDluggage@silvanaUSA.com or call us directly at 1-800-618-2226.
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