Monos

Monos is a Canadian travel and lifestyle brand offering premium luggage, bags, and accessories designed with intention and crafted to last. Founded in 2018, they combine high-quality materials with direct-to-consumer pricing and are B Corp Certified.

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Monos customer service

Monos customer service

Use any of the convenient means below to contact Monos customer service.

Phone (604) 200-8980
Web https://monos.com/pages/faq
Email [email protected]
Monos jobs

Monos jobs

Inspired by the Japanese concept of mono no aware, the profound appreciation of beauty in fleeting moments, we emphasize the joy of the journey. As one of the first luggage brands to be B Corp Certified, we are committed to taking action to protect the places we love. With big plans for the future including purpose-driven product launches, brick and mortar retail locations, and establishing ourselves as leaders in the travel industry in an ever-changing world, we're building something special.

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location

Headquarters

2131 W 4th Ave
Vancouver, BC V6K 1N7
(604) 200-8980
[email protected]

Returns

What is the return window?
Monos offers a 100-day trial, so you can take your time deciding if the luggage is the right travel companion for you. They recommend packing it with items similar to what you'd bring on a trip and rolling it around indoors to get a feel for the size, weight, and maneuverability. Simply initiate your return within 100 days of receiving it. To help process your return smoothly, they require clear photos of the luggage to confirm it's in brand new, unused condition with all original packaging intact. The trial will be voided if the suitcase shows signs of use in transit or is returned in unsaleable condition.

Are there any items that are non-returnable?
Luggage Tags, Kiyo UVC Water Bottles, and Alphabet Stickers are final sale. Items eligible for return must be in brand new, unused condition with all original packaging intact. To help assess the condition, photos will be required before a return label can be issued.

How will I receive my refund?
Return shipping normally costs $25, but this fee is waived if you purchase Package Protection Shipping Insurance. Refunds are processed to the original payment method once the return is received and approved.

Can I return online purchases in-store?
Yes, Monos accepts returns and exchanges at their retail locations. However, they recommend you initiate a return online as they've made the experience convenient and seamless by sending you a return label within a few seconds to apply, and you can drop off the package at your local carrier office.

How do I start a return online?
If you wish to make changes to your order or initiate a return, please contact Monos via live chat or at [email protected]. Their team will do their best to accommodate your request. If you wish to exchange an item, you will need to initiate a return for your original purchase, and make a separate purchase for the item you wish to receive instead. If you have any questions, please contact [email protected] for assistance.

Editor's Take

So here's the thing about Monos-it's kind of become that luggage brand everyone seems to have at the airport these days. And honestly? There's a reason for that.

The company started in 2018 when three Vancouver friends decided the luggage market needed a serious shake-up. High-end luxury luggage typically costs $700 to over $1,000 for a carry-on, but Monos uses the same materials and factories as top brands while selling directly to customers for a fraction of the price. That's basically the whole pitch right there-premium quality without the premium price tag that makes your wallet cry.

But what really sets them apart is this whole philosophy thing. The name comes from "mono no aware," a Japanese concept about appreciating the beauty of fleeting moments. They believe that when we're fully immersed in the here and now, the deeper beauty of the world reveals itself, and our experiences become richer. It sounds a bit poetic for a suitcase company, but it actually translates into how they design everything-minimalist, timeless, built to last.

The luggage itself is made from aerospace-grade polycarbonate, which is basically fancy talk for "really hard to break." They put each piece through 40 different quality tests, which seems excessive until you remember how baggage handlers treat your stuff. And here's something cool: they sell directly to you, cutting out the middleman, which is why you can get that premium quality without selling a kidney.

They've also gone all-in on sustainability. Monos is a Certified B Corporation, upholding the highest standards of social and environmental responsibility. They're Climate Neutral Certified and members of 1% for the Planet. Even their packaging is recyclable or reusable. So if you're the type who cares about that stuff (and let's be honest, we all should), that's a nice bonus.

The product lineup has expanded way beyond just suitcases now. They've got backpacks, duffels, packing cubes, and even a clothing line called "Everywear" for travel. Their Metro collection features vegan leather accessories that look surprisingly upscale. And they keep dropping these limited-edition colorways-like that Magnolia Bakery collab with pastel hues that sold out ridiculously fast.

What's interesting is how they've grown. Started online-only, now they've got physical stores in Vancouver, Toronto, Boston, Chicago, and LA. They opened their first retail location in Vancouver in 2023, with plans to expand across North America. The stores themselves are gorgeous-all minimalist design with natural materials, very Instagram-worthy if that's your thing.

They also offer this 100-day trial period, which is basically unheard of for luggage. They understand you need to see and feel it for yourself, so they offer a 100-day trial where you can pack it with items similar to what you'd bring on a trip and roll it around indoors. If it's not the right fit, simply initiate your return within 100 days. Plus there's a lifetime warranty. That's the kind of confidence in your product that makes you think, "okay, maybe they're onto something."

The company's been profitable since day one, which is rare for a direct-to-consumer brand these days. In 2022, Monos' sales topped US$75 million, showing serious growth as travel bounced back post-pandemic. They've raised $40 million in funding but haven't gone the typical startup route of burning through cash-they're actually making money, which is refreshing.

One thing people mention a lot: the suitcases do scuff more easily than some competitors. The polycarbonate shell marks up, though most surface scuffs can be cleaned off with the included sponge or soap and water. So if you're obsessive about keeping things pristine, that might bug you. But for most people, a few travel scars just add character.

Bottom line? Monos has managed to carve out this sweet spot between affordable and premium, functional and beautiful, minimalist and thoughtful. They're not trying to be the flashiest brand at baggage claim-they're trying to be the one that's still rolling smoothly ten years from now. And based on how many of their suitcases you see at airports these days, a lot of people are buying into that vision.