I have a 25 inch and a 20 inch Eagle Creek Velocity luggage. On one trip the retractable handle worked fine when I checked the 25 inch bag but would not work when I claimed it. I called Eagle Creek to tell them of my problem and they gave me a claim number to include when I sent the bag in for warranty. Yes you have to send the bag back to them for warrant work. The Velocity series has a No Matter What warranty which means that the bag is covered for airline damage as well. I received the bag back within 3 weeks from the time I sent it as I recall.

Shak