ITO products are crafted with a focus on "moderate lightness" and modern minimalist design. We partner with world-leading suppliers—like German brand PEROMA for our 360° SilentMove™ wheels, Japanese YKK for durable zippers, and HERMES-grade AMANN for flawless stitching—to ensure quality and longevity in every piece.

Our ethos is "Timeless, Use More." We focus on smart functionality, long-lasting materials, and clean design. Whether it's the "circle and square" inspiration for GINKGO or the "enduring inclusiveness" of PORCINI, we create pieces meant to be your everlasting companion.

Yes, you can experience ITO products in person at our stores in Hong Kong SAR and Mainland China. We encourage you to visit and find your perfect travel companion.

We strive to make responsible choices. Our Camira® fabrics are EU Ecolabel certified, and we use non-toxic, eco-friendly materials. The ITO RAW Project also transforms production waste into valuable crafts.

We offer a range of sizes for every journey. Our carry-on luggage is designed to meet most international airline size restrictions. For longer trips, we have medium and large checked luggage. Each product page lists exact dimensions.

We prioritize lightweight construction. For example, the PISTACHIO STRIPED Carry-On weighs only 5.9lbs (approx. 2.7kg). You can find the exact weight for each suitcase in the 'Specifications' section on its product page.

All ITO suitcases feature TSA-approved locks (including our signature PEBBLE™ flip-lock or round-lock). Instructions for setting your combination are included in the packaging. Generally, you'll find a reset button or lever to set your desired 3-digit code.

Most ITO backpacks feature dedicated laptop compartments. For instance, the PORCINI 20L tote and backpack fit laptops up to 14 inches, while other models like the TRUFFLE and MYCENA also offer padded sleeves for daily use and travel.

We offer shipping to various regions. You can see the full list of countries we ship to at checkout. Free shipping is available on orders over a certain amount (e.g., $100 USD within the contiguous US).

Shipping costs are calculated at checkout based on your location and the size of your order. We often provide free standard shipping on qualifying orders.

Processing times are typically 3-5 business days. Once shipped, delivery times vary depending on your location and the shipping method selected. You can track your order using the link provided in your shipping confirmation email.

International orders may be subject to import duties, taxes, and customs fees, which are the responsibility of the customer. These charges vary by country and are determined upon arrival.

ITO CARE is ITO’s premium global after-sales service brand—designed to deliver convenient, transparent, and high-quality support for travelers. Built on ITO’s core values and digital capabilities, ITO CARE offers two flagship services: 360-Day (or 720-Day for GINKGO) Hassle-Free Replacement and 2/5/10-Year Limited Warranty, all backed by clear service-level commitments (SLAs), real-time tracking, and seamless activation via QR code or RFID scan on your product.

TO CARE covers all ITO mainline travel products purchased through official channels—including suitcases (e.g., PISTACHIO, GINKGO) and bags (e.g., backpacks, totes styles). Accessories such as keychains, stickers, packing cubes, and gift items are excluded from coverage.

ITO CARE is available across Hong Kong, Macau, Taiwan, and all international markets served by ITO’s overseas independent website, flagship experience stores, and authorized dealers. Remote diagnostics and replacement/repair services—including express delivery of new products or repair kits—are supported globally.

Activation is simple and instant: scan the unique QR code or RFID tag located on your suitcase’s interior lining or luggage tag—or on your bag’s care label—using any smartphone camera. This binds your product to your ITO account and automatically unlocks your full ITO CARE benefits. No registration or purchase proof is required beyond this scan.

Yes—but only once. ITO CARE rights are tied to the product, not the original owner. To transfer, the current owner must first unbind the product in their ITO account, and the new owner must complete a fresh activation scan. After transfer, all remaining service terms (e.g., remaining days in the 360-day replacement window) apply as originally issued.

ITO’s limited warranty covers functional component repairs unlimited times during the applicable period: • GINKGO: 10 years (wheels, handle, lock, zipper, hinges, feet) • PISTACHIO: 5 years (same components) • CLASSIC: 2 years (same components) • Bags (all lines): 5 years (zippers, metal hardware only; straps, fabric, linings, and decorative elements are excluded) Warranty excludes non-functional issues (e.g., discoloration, abrasion, deformation from impact), consumables, and accessories.

If the exact replacement part is discontinued, we offer “Replacement-Instead-of-Repair”—prioritizing same-model, same-color replacements. If unavailable, we’ll provide an equivalent or upgraded alternative (e.g., enhanced wheel set or reinforced handle) with your approval, ensuring equal or better performance and aesthetics.

Yes—international shipments of replacement products or repair kits may be subject to local import duties, VAT, GST, or customs clearance fees. These charges are determined by your country’s regulations upon arrival and are the sole responsibility of the recipient. ITO cannot prepay or estimate these fees.

We guarantee:

• First response within 24 hours of service request submission
• Replacement items shipped within 48 hours after approval
• Repair kits shipped within 48 hours after approval All SLAs apply to business days and exclude weekends/holidays in your local time zone.