Contact information

Iovance Biotherapeutics

Customer Care & Contact Directory
Effective Date: September 2026
Storefront: 128ezi-ga.myshopify.com
At Iovance Biotherapeutics, we believe that exceptional journeys begin with dependable service. Whether you require assistance configuring a luggage lock combination, tracking a customized passport cover shipment, or inquiring about bulk luggage tag orders for corporate travel, our dedicated customer support team is here to assist you every step of the way.

1. Primary Contact Channels

We maintain direct digital lines of communication to ensure your inquiries regarding travel accessories are addressed efficiently. For all standard customer service requests, order updates, and technical product support, please utilize our primary contact points below:

Direct Email Desk

Send your order inquiries or product questions to [email protected]. Guaranteed response within 24 business hours.

Online Portal

Visit 128ezi-ga.myshopify.com to access our live account management tools, order status tracking, and self-service return center.

Headquarters

Located at 825 Industrial Road, 4th Floor, San Carlos, CA 94070. Handles corporate inquiries, administrative mail, and formal returns.

2. Specialized Product Support Helpdesks

To provide swift and specialized assistance, our support representatives are trained in specific travel gear categories:

  • Luggage Locks Technical Assistance: Need guidance setting or resetting your combination lock? Contact our hardware desk for step-by-step troubleshooting guides and combination recovery procedures.
  • Custom Luggage Tag Engraving Desk: For questions regarding custom monogramming, layout proofs, or font options for personal identification tags prior to dispatch.
  • Passport Cover Material & Care Advisory: Information regarding genuine leather maintenance, RFID-blocking technology specifications, and sizing compatibility for international credentials.

3. Support Operating Hours & Time Zones

Our customer service team operates standard Pacific Time hours to serve travelers across North America and international destinations:

Operational Unit Hours of Operation (PST) Target Response Time
Email Customer Service Monday – Friday: 9:00 AM – 5:00 PM Within 12 to 24 Hours
Order Tracking Support Monday – Saturday: 8:00 AM – 6:00 PM Within 6 to 12 Hours
Custom Engraving Approvals Monday – Friday: 9:00 AM – 4:00 PM Same Business Day
Weekend / Holiday Inquiries Monitored for urgent transit issues Next Business Day
Iovance Biotherapeutics, Inc. • Customer Contact DirectoryPage 1 of 2

4. Inquiry Categorization Matrix

To ensure your request reaches the appropriate support team quickly, please include your Order ID and subject tag as recommended below when contacting us via email:

Inquiry Category Recommended Subject Line Required Information to Attach
Order Status / Transit [Order #] - Shipping Inquiry Full name, Order ID, and destination ZIP/Postal code.
Lock Operation / Defect [Order #] - Lock Technical Help Lock model, description of issue, photo or video clip.
Custom Engraving Error [Order #] - Engraving Correction Photo of received tag alongside intended spelling text.
Returns & Exchanges [Order #] - Return Request Reason for return, condition of packaging, receipt copy.
Wholesale / Corporate Bulk Order Request - [Company Name] Item models, estimated order quantity, timeline needs.

5. Guidelines for Expedited Service

When reaching out to our support staff at [email protected], following these recommendations will help us resolve your case as fast as possible:

  • Provide Order Numbers: Always include your 5-digit Shopify order confirmation number in the subject line.
  • Attach High-Clearance Photos: If reporting a damaged lock, misprinted luggage tag, or scuffed passport cover, attach clear photos under adequate lighting.
  • Verify Shipping Details: If requesting an urgent address update, provide the complete revised address including apt/suite numbers immediately.

6. Official Corporate Contact Details

For official legal notices, business partnerships, or physical mail correspondence, please refer to our corporate headquarters information:

Corporate Headquarters

Iovance Biotherapeutics, Inc.

825 Industrial Road, 4th Floor

San Carlos, CA 94070, USA

Direct Digital Contacts

Customer Support Email: [email protected]

Store Web Address: 128ezi-ga.myshopify.com

Corporate Hours: Mon - Fri, 9:00 AM - 5:00 PM PST