Zuca FAQ

1. What is ZÜCA return policy?
2. Will the ZÜCA Flyer fit in the overhead compartment?
3. How do I install the insert bag to the ZÜCA Pro frame?
4. I bought the ZUCA Per Carrier. How do I install the insert bag to the ZÜCA Sport frame?
5. Will the ZÜCA SPORT fit in the overhead compartment?
6. Will the ZÜCA PRO fit in the overhead compartment?
7. What stuff can I carry and what's the scoop on liquids? TSA says 3oz and most airlines say 3.4oz. What about my 8 pound Tyrannosaurus tooth?
8. When will my ZÜCA order ship and how soon will I get it?
9. How can I track my shipment - do I have to establish a user account when I order?
10. OK, I give up. How do I install the insert bag in the ZÜCA Sport frame?
11. How can I clean my ZÜCA?
12. Are the bags water repellent?
13. How do I clean the frame?
14. One of my zippers split open, what can I do?
15. How long will my wheels flash before I have to change the batteries?
16. One of my wheels quit flashing, what can I do?
17. I don't want my wheels to flash, what can I do?
18. Will I void my warranty if I take my ZÜCA apart and customize it?
19. My handle is bent. Is that covered under the warranty?
20. My handle does not easily release and go up and down when I push the button on the top. What should I do?
21. How do I get that fastener that looks like a plastic wire tie off the plastic shipping bag inside the box?
22. I want to tell you about a design idea I have but how do I describe the colors?


1. What is ZÜCA return policy?

At ZÜCA, we're all about making products that make our customers happy. Really happy. But we know that sometimes returns happen. If you are not completely satisfied with your purchase, you may send the unused product back to us for a refund by following these simple steps:

  1. Call ZÜCA at 00 31 (0)85 401 24 60 for an RMA form. This way we will be ready to apply the credit to your credit card in a timely manner.
  2. Please write the RMA Number provided to you by one of our customer service representative on the outside of the box.
  3. Ship the new and unused product in its original packaging to:

    TDBC B.V. (ZÜCA - EUROPE)
    p/o Tigers International Transport BV
    Shannonweg 72-74
    3197 LH Botlek Rotterdam

  4. Once we receive your package, we will credit your for the cost of the product only.

Please note: We may choose to reject the delivery of your package if you don't have an RMA Number; restocking fee may apply.

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2. Will the ZÜCA Flyer fit in the overhead compartment?

YES! The ZÜCA Flyer is designed as a carry-on travel bag and conforms to the FAA size requirement. While the Flyer fits easily in the overhead compartments of the vast majority of commercial aircraft, there are exceptions among smaller commuter planes (meaning smaller than 737's, MD80's and similar). Please check with your airline to make sure the plane you plan to fly on meets the FAA size requirement. Also, please verify that your airline has not imposed new restrictions in the last few months as carry-on rules continue to change. The Flyer is 52 cm height x 35,5 cm width x 24,5 cm depth so it is compliant with IATA Restrictions.

Flyer Packing Tips: ZÜCA bags come with a booklet that's jam packed (sorry!) with ideas for transporting the most stuff with the least hassle, including a Fold and Roll tutorial that could change the way you travel forever! Get your free copy here

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3. How do I install the insert bag to the ZUCA Pro frame?

Get frustration-free assembly instructions here or contact us and we'll happily walk you through the process.

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4. I bought the ZUCA Pet Carrier. How do I install the insert bag to the ZUCA Sport frame?

Get frustration-free assembly instructions here or contact us and we'll happily walk you through the process.

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5. Will the ZÜCA SPORT fit in the overhead compartment?

NO. The ZÜCA Sport was not designed as a carry-on bag. It may fit in some overhead compartments, but please check with your airline for specific dimensions. If you are looking for a ZÜCA you can carry on, check out the ZÜCA PRO (see next FAQ below). We also sell a travel cover to protect your ZÜCA Sport in the event you check your bag.

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6. Will the ZÜCA PRO fit in the overhead compartment?

YES! The ZÜCA PRO is designed as a carry-on travel bag and conforms to the FAA standard of 45" total (45" L+W+H). While the Pro fits easily in the overhead compartments of the vast majority of commercial aircraft, there are exceptions among smaller commuter planes (meaning smaller than 737's, MD80's and similar.) Please check with your airline to make sure the plane you plan to fly on meets the FAA Standard. Also verify that your airline has not imposed new restrictions in the last few months as carry-on rules continue to change. The Pro is 49,5 cm height, 25,5 cm width, 34,5 cm depth so it is compliant with IATA Restrictions.

Pro Packing Tips: ZÜCA bags come with a booklet that's jam packed (sorry!) with ideas for transporting the most stuff with the least hassles, including a Fold and Roll tutorial that could change the way you travel forever! Get your free copy here

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7. What stuff can I carry and what's the scoop on liquids? TSA says 88 ml and most airlines say 100 ml. What about my 3,5 kg Tyrannosaurus tooth?

Here is a short, easy-to-read description of what you can and can't bring on board.

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8. When will my ZÜCA order ship and how soon will I get it?

Orders from our Rotterdam warehouse ship within 2 business days from the time you place your order.

You will receive your order depending on where you live and the shipping method. We will ship your order using Ground shipping method. If you live in the Benelux and Germany It will take approximately 2 working days for your package to be delivered. If you live in the other part of Europe it will take approximately 3-5 working days. 

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9. How can I track my shipment - do I have to establish a user account when I order?

There are two ways to keep tabs on your ZÜCA orders:

  1. When your order leaves our warehouse, you'll receive an email from us, that contains current tracking information. This email is usually sent around 5:30PM UTC+1 time. Keep it as a handy link to get updated delivery information.
  2. For even more control, establish a ZÜCA user account when you enter your billing information. Then use the account name and password you specified to return to "Account Maintenance" where you can update your billing information, add or edit ship-to addresses, and check your order status. If your order has shipped, a red tracking button will take you to the current UPS tracking information. If it has not shipped, you might see a status code such as Freight Hold, or Backorder. If you need more help, contact us.

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10. OK, I give up. How do I install the insert bag to the ZÜCA Sport frame?

Get frustration-free assembly instructions here or contact us and we'll happily walk you through the process.

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11. How can I clean my ZÜCA?

Clean ZÜCA Frames using a sponge or soft cloth and mild detergent. Scrub gently, rinse and wipe dry. We have two different frame finishes. The Sport model is "Powder Coated” resulting in a non-toxic finish, more durable than paint. Using abrasive cleansers, steel wool or SOS pads may change the look of the finish. Magic erasers are recommended for difficult scuff marks.

Clean ZÜCA Insert Bags and Accessories using a cloth/brush and mild detergent. Rinse and let air dry. Insert Bags can be removed from the frame for cleaning. We recommend letting the ZÜCA Insert Bag dry, while in the frame, to retain shape. 

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12. Are the bags water repellent?

ZÜCA bags have water repellent exteriors — which means they have been treated to make liquids bead up on the surface instead of soaking in. (You should know however that every time you use soap or detergent on a fabric treated with a water repellent coating you run the risk of losing some repellency. Sunlight is also hard on the repellent material. Happily, the repellent on our newest bags is very resistant to soap, most household solvents, and sunlight.)

For added protection, ZÜCA bags have water resistant interiors — and that means that even if the fabric soaks up some water, it will resist going all the way through. Washing has little effect on the water resistant coatings.

The coatings we use are not perfect since perfection in water repellence and resistance comes with a tidy price, (think really good ski jacket). But in most cases, our coating technique will keep your stuff dry until you have the good sense to come in out of the rain (or quit playing in the sprinklers.)

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13. How do I clean the frame?

You can scrub it gently with a sponge and soap or a mild detergent solution. We use two different frame finishes. The Sport finish is called "Powder Coat", which contains colophony, a resin obtained from pine trees and other plants. It is applied to the metal as a dry, extremely fine powder using static electricity to attract it to the metal, and then baked on to produce a finish more durable than paint. Abrasive cleansers, steel wool or SOS pads can change the look of the finish by polishing it but may be the only way to remove some marks. The finish is non-toxic.

The finish on the Pro silver frame is Anodized Aluminum. Anodizing uses an electric current to etch tiny cavities in the metal which are then filled with a dye. The surface is then sealed providing a hard and colorful surface that is resistant to corrosion, stains, and more resistant to scratch's than the bare metal.

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14. One of my zippers split open, what can I do?

The zippers are self-repairing. Usually you can carefully force the zipper backwards and it will re-zip the unzipped portion behind the zipper head. It may take a couple of tries to get it working perfectly. Once repaired, pull the zipper closed again and make sure it is fully aligned. If this doesn't work and your bag is covered under the warranty, contact us and we will repair or replace it for you.

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15. How long will my wheels flash before I have to change the batteries?

The good news is, there are no batteries. The wheels generate their own electricity as they turn and should last a long time.

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16. One of my wheels quit flashing, what can I do?

There are at least two possibilities:

  1. You could have a maladjusted wheel nut or axle (no offense intended). Try tightening the axle bolt a bit using a 5mm Allen wrench (for later model ZÜCA Sport models) and small end wrench or adjustable wrench to hold the inside nut. For earlier models, any two wrenches will do. Turn the bolt a little at a time until the wheel lights up when you spin it. (Be careful not to tighten it too much, or you will squish the plastic armature which will fracture the magnetic strip around it. If this magnetic strip is broken, you will need to replace the armature or even the entire wheel if we don't have extra armatures available.) After you tighten the bolt, there may be some resistance when you spin the wheel so you will need to loosen the bolt gradually while checking the lights. The best setting is when the lights flash, but little resistance is felt when spinning the wheel and there is no side play when you try to wobble the wheel. See TMI below.
  2. Another possibility is that you left your ZÜCA sitting in water or deep muck for a while and the magnetic strip may be wet (or mucky). If this is the case, remove the wheel and then remove the bearings and plastic magnetic armature from the wheel hub. Clean and dry everything and reassemble following the above adjustment procedure. If your wheels still don't work, or if the above procedure seems daunting, contact us. If it is covered by the warranty, we will take care of the problem.

TOO MUCH INFORMATION: The wheel lights up because there is a magnetic core between the bearings that must stay still while the wheel spins. The wheel has windings inside like an electric motor. These windings generate electricity as they move over the magnetic core or armature. So if the bearings are not seated all the way into the wheel, or if the wheel bolt is too loose, then the core is not held still by the inner race of the bearing, sadly not producing the electricity that lights the LED's embedded in the clear Polyurethane.

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17. I don't want my wheels to flash, what can I do?

There are two ways to disable the flashing system.

  1. You can replace the lower, flashing wheels with the upper, non-flashing ones by simply removing the wheel nuts and swapping out one wheel for the other.
  2. You could also remove the flashing wheel. To do this, carefully pry the bearings out with the axle bolt by moving them back and forth a little at a time. Then push the magnetic armature out of the wheel. (Don't do this while standing in water!) Replace the bearings and put the now non-flashing wheels back on your now non-flashing ZÜCA. You might want to save the armatures in case you miss the safety and fun of the flashing wheels someday.

If you have trouble with this procedure please contact us or ask your nearest skateboarder for help.

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18. Will I void my warranty if I take my ZÜCA apart and customize it?

Yes and no. We encourage you to have fun with your ZÜCA and you should feel free to customize it. If you do take it apart and later return it for warranty repair, it is possible that we will not resolve the problem under the warranty if, in our judgment, your workmanship or modifications somehow led to the problem.

Also, if we replace a part, we are not responsible for replacing your cool modifications that might have been attached. But if possible we will, at your request, send any such modified parts back to you.

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19. My handle is bent. Is that covered under the warranty?

Probably not! The handles rarely bend under normal circumstances. If, however, you feel that your handle was bent by an unknown force or due to a defect in the material or workmanship, please go to our Service and Care page to request a return number. We will examine the problem and if it is a defect on our part, we will replace the handle free of charge and ship it back to you. If the handle has Hummer tire tracks on it or displays other signs of paranormal events, we will give you a repair estimate. (A picture of this event could make your bag a candidate for The HAPPY (or not so happy) FACES of ZÜCA. So be sure to send one if you've got it.)

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20. My handle does not easily release and go up and down when I push the button on the top. What should I do?

If your handle is not bent, straightened, or squished, and is still under warranty, please go to our Service and Care page to request a return number or call our Customer Service Department to discuss replacement contact us

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21. How do I get that fastener that looks like a plastic wire tie off the plastic shipping bag inside the box? I wanted to put a birthday gift inside the ZÜCA and had to cut the plastic shipping bag open!

YIKES! STOP - DON'T CUT THAT NICE FASTENER OR BAG! The little fastener that looks like a wire tie is, like most of our packaging, designed to be reusable. If you squeeze the tab, you can push the end of the tie back through the head and presto, the bag is open and you can close it neatly afterwards with the same plastic tie. Later you can have fun finding new uses for the tie — like using it to re-close potato chip bags, as a napkin ring at your next dinner party, or to hang something on your ZÜCA.

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22. I want to tell you about a design idea I have but how do I describe the colors?

For color descriptions, check out ZUCA's Pantone Colors and enjoy! For ideas in general, please understand that unless you have a patent, you will legally lose ownership of your design. That sounds kind of ugly, but consider the fact that we may already have an idea exactly like yours in our design book. If that is the case, and if you send us your design, we would not be able to freely use our own idea even if we thought of it first. The patent office was established to solve this exact problem. Go to www.uspto.gov and you can file a provisional patent yourself. No attorney required at least for the first year of protection.

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