How to Remove Scale Handle Battery : Photo Guide

	1. Find the battery tray cover. (beneath the weight display)
	2. Get something with a sharp end and fling the cover open.
	3. Inside there will be 2 alkaline dry cell batteries.
	4. With the sharp end, fling and push one battery. It will pop out.
	5. Do the same with the remaining battery. (fling and pop out)
	6. Battery from scale handle is removed. Insert new batteries, and return the tray cover to its original place.

RAWROW Limited Lifetime Warranty

Our warranty guarantees a limited lifetime warranty for any RAWROW product. We guarantee a wider range of product repair or exchange during the first 1 year after purchase. 

Proof of purchase, or purchase date is mandatory in order to receive the benefits of the limited lifetime warranty.

For products that need to be sent to RAWROW for repair, please note the applicant is responsible for round trip shipping and repair costs, except for the case of manufacturing defects. 

If your product damage is eligible for DIY or local repair, receiving the repair parts and conducting local repair is possible.  

You can check available repairs, price guidance, and shipping costs to your country HERE. 

Send an email to en.worldwideworld@help-cs.com using the template below to create a repair request. 

[Repair Request Template]

Name : 

Proof of purchase : 

(screenshot of order history or receipt, etc)

Product category : Bag / Wallet / Cap / Glasses / Trunk

Written description of damage : 

Photo or video : 

Whether you’d like assistance in local repair : 

(meaning you can receive only the repair parts)

If you’d like to know more about specifications of the RAWROW lifetime warranty, please keep reading.

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1. What it is

RAWROW guarantees a limited lifetime warranty for products sold to you in its original packaging against the manufacturing defects in material and workmanship. Our warranty does not cover repairs resulting from carrier damage, misuse or neglect of the product, normal wear and tear, or repairs beyond the warranty period.

We guarantee a wider range of product repair or exchange during the first 1 year after purchase. 

For R TRUNK, if damage occurs within 1 year from the date of purchase, you can receive a comparable warranty replacement at 35% of the retail price. 

For R BAG and R EYE, if damage occurs within 1 year from the date of purchase, we will repair the repairable defects free of charge. 

Please refer to 2. Coverage for details on the warranty and repair standards for each product category. 

2. Coverage

[Repair guidelines according to warranty time frame]

2) If the exact material used in the product is unavailable, it will be replaced with another material with the same function. Refund requests due to this replacement will not be accepted. 

RAWROW member exclusive benefits

1. Go to en.worldwideworld.kr

2. Click JOIN on top right corner to create account. (Or, just click here)

3. Fill in the required information to create your membership account. Agree to terms of use, then finish creating your account. 

4. Click LOGIN, and log in using your new ID and password.

5. Enjoy our members only benefits!

*If in need of visual guidance, please contact us at en.worldwideworld@help-cs.com. We will get back to you with guides. 

Send an email to en.worldwideworld@help-cs.com using the template below to create a repair request. 

The merchandising system we use for our website automatically changes the delivery status to Delivered 10 days after its been shipped out from our warehouse.



So, if your package is getting delayed by customs or is experiencing a delivery failure due to many reasons(mostly absence of addressee), the order status on our page may turn out to be inaccurate. 

We recommend tracking your order through EMS tracking link, which you can access through the Mypage tab.

If you're having trouble finding the tracking link, please refer to below. 

Find tracking link according to country

Also, since the postal service gets a day off on national holidays and weekends, if you ordered on a Friday or a day before a national holiday in Korea, shipping may be delayed for 1-2 days.

In this case, when you try to track it too early, the message 'nothing can be found' might pop up. But don't worry, I assure you it's getting there :)

1. I lost the password on my TSA lock

Once you set your lock, no one else will know how to get in your bag, including us.

If you’ve lost your password, there is no way of resetting. You must try every combination one by one.

2. The trolley/scale handle doesn't work

- Trolley handle (TT Handle)

If any external shock is applied while the trunk is loaded with heavy luggage, the trolley handle may bend and may not work smoothly.

If your TT Handle is not functioning properly, please send us a Repair Request. Repairs may cost a small fee.

Click here to read more about sending Repair Requests.

- Scale handle (for R TRUNK FRAME)

If the scale screen is broken, fixing is possible by replacing the scale. In that case, please send us a Repair Request. Repairs may cost a small fee.

Click here to read more about sending Repair Requests.

If the battery is dead, please click here to see how to exchange batteries in the scale handle.

3. The suitcase body is damaged

Send us a Repair Request using the template here. Please note that scratches or stains aren't covered by our warranty and cannot be repaired/replaced in any way.

Shell damage is unrepairable, but if you are covered under the limited 1 year warranty, you will be contacted via email in regards to receiving compensation for the damage.

If not covered under warranty, we recommend filing a claim against the airline for the damage, since most shell damage usually happens due to careless handling during baggage transfer.

4. There’s a gap between the frame and shell(body).

Due to the nature of hardside luggage, the assembly of the frame and shell is done manually by inserting the product into the mold, and a gap of about 2~5mm may occur.

There is no problem with the durability due to the gap, so don't worry!

5. Why does the inside zipper have no puller?

The inside zipper is there to enable easy access to specific luggage parts in situations of repair.

It has no puller so users wouldn’t open it easily and because there is a possibility the zipper might slide open.

6. Can I use a trolley sleeve/suitcase attachment bag?

You can 'hang' your secondary bag on the TT Handle, but unfortunately our handle is a bit wider than conventional trolley handles.

Bags with a trolley sleeve function most likely wouldn't fit in the TT Handle, unless it's a Velcro sleeve. We recommend you hang your bags on the sides of TT Handle.

Please contact us at contact@rawrow.com

Our international sales manager will contact you in a few days.

If you received your parcel and there are missing items, please contact our customer service center at en.worldwideworld@help-cs.com within 7 day of delivery.

Please keep all contents of the original package including packaging materials (boxes, plastic bags etc.) with you.

The following items are not considered defective:

1) Items that are originally manufactured without tags or labels

2) Items with creases that may have been made while shipping

3) Items with unsatisfactory/incomplete finish due to mass production

Modifying an order after payment isn't possible.

You need to cancel and order again, so we suggest double checking everything before payment.

* If your order is under [Preparing item] status, please contact us at en.worldwideworld@help-cs.com about modifying/canceling of the order. 

It normally takes 2 business days for packing and getting ready to ship.

Then, it takes another 7-10 business days for the parcel to arrive to you!

Estimated delivery date can be fluid due to forwarder circumstances.

How to track your order package

For RAWROW Members

-You can track your order at MY PAGE > ORDER HISTORY

For Non-members

- Visit EMS website and track with your tracking number. 

You can change your password, shipping address, subscription status and other information at MY PAGE > PROFILE (login needed)

We usually don't recommend machine washing all our bags.

All our bags contain some form of leather, and leather can twist and stain when in contact with water. 

Also, the original shape may deform when put in the machine. 

We recommend using neutral detergent and a soft brush to clean the soiled area. Please refrain from using high force, because the fabric can be damaged. 

If the leather part is soiled, please use a leather cleaner to get rid of the stain and dry in a cool, shady place. 

For other inquiries about product care, please email us at en.worldwideworld@help-cs.com.