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SHIPPING & RETURNS

We ship to North America, Western Europe, certain countries in South East Asia, Australia and New Zealand through FedEx.  International shipping fees are applied at check-out and they always include customs import fees, VAT and duties.  FedEx processes all the customs paperwork and delivers to your doorstep.

We unfortunately are not able to ship to P.O. Box addresses or international US Military posts.

We use FedEx for all shipments.

United States orders, excluding Hawaii, Alaska, and Puerto Rico via ground shipping: free.

Air shipments to Alaska, Hawaii and Puerto Rico: charges are applied at check-out. Ground shipping is not an option.

International charges are applied at checkout. Customs duties are included in the fees.

FedEx unfortunately does not deliver to P.O. Box addresses.

Your package will ship out of our Rhode Island, USA warehouse after 1 business day from when you place your order online. Depending on the delivery address, it takes 1 to 6 business days for your order to arrive.  When using the free shipping option, general order arrival times are:

US North East: 1-2 business days 
US West Coast: 4-5 business days
South East and Central US: 2-3 business days  

These times may vary depending on inclement weather and FedEx operational schedules.

Our logistics team takes well deserved time off on weekends and national holidays, so orders placed on those days will be shipped the following business day.

Please visit our returns page to learn more.

After your item is received and reviewed, your refund will be processed within 2-3 business days and a credit will be automatically applied to your credit card or original method of payment.

Depending on your credit card company, it may take an additional 2-5 business days after your credit is applied to post to your account. You will receive an email when we process your return. 

Product

The Polycarbonate Carry-On (and The Polycarbonate Check-In) are engineered with textured virgin polycarbonate shells. They are lightweight and forgiving on impact.  The shells have "flex" allowing you to pack more in.  This collection has an aluminum frame around the edges of the shell (instead of a zipper), aluminum top caps and two TSA combination locks for fast access and double the security.

The Aluminum Carry-On has a 7 micron anodized aluminum-magnesium alloy exterior. The shells do not have flex and over-packing tends to be difficult. This collection also has an aluminum frame, aluminum top caps and two TSA combination locks

The Aluminum Carry-On will acquire and show nicks and dents which tell the narratives of their owners journeys. If you have to gate-check often, we suggest going with The Polycarbonate Carry-On. 

The only difference between them is the dimensions.

The Carry-On conforms to the official sizing guidelines of most major airlines. If you mostly fly outside the US on non-US airlines, then we recommend this size.

The Bigger Carry-On is an inch taller and an inch wider and still fits in the sizers and overheads of US-based airlines (excluding small commuter jets). If you're flying mostly US / Canada domestic routes, and some international trips on US-based airlines, then we recommend the bigger size.

As per airline guidelines, the measurements of our suitcases include the wheels and handles.

The Polycarbonate Carry-On:

- Exterior dimensions (incl. wheels and handles): 22.0" x 14.0" x 9.0"
- Interior dimensions: 20.0" x 13.4" x 9.0"
- Capacity: 39.5L

The Bigger Polycarbonate Carry-On:

- Exterior dimensions (incl. wheels and handles): 22.8" x 15.0" x 9.6"
- Interior dimensions: 20.8" x 14.1" x 9.6"
- Capacity: 43.1L

The Polycarbonate Check-In: 

- Exterior dimensions (incl. wheels and handles): 26.6" x 17.7" x 11.0"
- Interior dimensions: 24.5" x 16.6" x 11.0"
- Capacity: 69.1L

The Aluminum Carry-On:

- Exterior dimensions (incl. wheels and handles): 22.0" x 14.0" x 9.0"
- Interior dimensions: 20.0" x 13.4" x 9.0"
- Capacity: 37.1L

The Polycarbonate Carry-On: 8.5 lbs (3.86 kg)

The Bigger Polycarbonate Carry-On: 8.7 lbs (3.95 kg)

The Polycarbonate Check-In: 10.5 lbs (4.76 kg)

The Aluminum Carry-On: 9.5 lbs (4.31 kg)

Please check to see if the dials on both locks are vertically aligned at 0-0-0.  That is required to both open and to close the locks.

Yes, our battery (we call it a "portable charger" or "charger") is removable from the exterior with no tools required.  It just pops out with one click and it is fully compliant with all airline regulations.

In case you have to gate-check your carry-on, just pop it out and take it on board with you.

The battery itself is top shelf in quality and efficiency.  It has both short circuit and surge protection for maximum safety. We only use the finest quality lithium-ion cells on the market, sourced exclusively from Panasonic and LG. The battery's encasing is made from aluminum which helps to dissipate heat build up.

Learn more on our Blog.

Our battery is ejectable with one click from the exterior. We call it user-centric design.

Airline regulations prohibit spare lithium chargers in checked baggage.

Spare lithium chargers are only allowed in cabin baggage as long as the capacity of the battery is less than 100 watt hours.  The Arlo Skye charger is fully compliant with all airline regulations with a capacity of 10,050 mAh — equivalent to 37 watt hours.

Your locks are currently set to the pre-set combination code 0-0-0.

To personalize your code:
1. Set the dials to 0-0-0 or the last pre-set code
2. Move the switch located on the back side of the lock from A to B
3. Set your 3 digit code
4. Move the switch from B back to A

Your luggage does not come with a key. Both of your locks are set by combination. The key hole that you see on each lock is exclusively for TSA access. As the TSA does not know your combination code, they use a proprietary key to unlock your case if needed.

Please check that the dial codes are perfectly aligned to the pre-set combination of 0-0-0 or to the combination that you've personally set.  If you're still having issues, don't hesitate to reach out to us.

1. Take your luggage to a local locksmith. It usually takes them 5-10 minutes to pick the lock with special tools. If the locksmith needs to break the lock that's fine too. Reach out to us with your order number and we'll send you or the locksmith a new lock to attach to the case. The replacement process takes 5 minutes and requires a screwdriver.

2. You can take it to the airport and the TSA will have a key to open it.  You you may have to show them proof of purchase. 

As part of our five year warranty, repairs are free.

1. Please email us at help@arloskye.com with a video of the issue you're having. We'll get back to you within one business day with a solution. If a part needs to be replaced, we'll ship that part to you or a local repair shop in your city. Just bring the suitcase in, mention you're with Arlo Skye, and the repair will be free of charge for you.

2. In case you're in LA or NY, stop by the following repair shops and have your bag repaired within 2 hours.

Los Angeles:

Coco's Leather Goods
9405 Brighton Way #101
Beverly Hills, CA 90210
(310) 858-7211

New York:

Modern Leather
2 W 32nd St
New York, NY 10001
(212) 279-3263

Use a damp sponge with soapy water to wipe away dust and dirt. For tough stains use Mr. Clean Magic Eraser.

Arlo Skye suitcases are made of polycarbonate or aluminum-alloy. Over time they will show marks, scratches, and dents (particularly visible on the aluminum collection). Scratches and dents cannot be repairs—they add character to your suitcase. Some customers add stickers to cover them up. 

Darker color polycarbonate cases (black and navy) will show less marks than lighter colored cases. In contrast, lighter color aluminum cases (silver and champagne) will show less marks than darker colored cases because the underlying material color of aluminum is silver.

Yes. The Carry-On or The Bigger Carry-On will nest inside The Check-In.  We recommend placing The Carry-On or The Bigger Carry-On in the dust-protection cover and then nesting it inside The Check-In. This helps to protect the interior of The Check-In from acquiring dirt and marks.

Our products are designed in New York and assembled in China.  Parts are sourced from companies based in Japan, South Korea, Taiwan and USA.

Individual products never go on sale. From time to time we do offer deals on purchases of two or more items.

For first time customers, we have a Refer & Earn program where you and a friend can get $20 off your next purchase.

Brand

We launched Arlo Skye in New York in the Summer of 2016. Prior to that we spent over 14 months designing and developing our first product - The Aluminum Carry-On. Since then we've introduced a polycarbonate line and several collaborations.

Arlo Skye was founded by Mayur Bhatnagar (Louis Vuitton alum), Denielle Wolfe (TUMI alum) and Mauricio Issa Llano (New York-based industrial designer and engineer).

We discovered the name Arlo at a book store in Soho (Manhattan). Arlo is a whimsical children's novel written in 1915 by Ernest and Bertha Cobb with illustrations by Charles Copeland. Arlo, an ambitious young boy, leaves home with his dog, Krit, to follow his daydreams.  Along the way he meets an incredible cast of characters and the book whisked us away on a whim.  We added Skye because we love getting lost in the clouds.

You can purchase a limited selection of our suitcases at Public Hotel in New York and The Edition Hotel in Miami. Please give them a call to confirm if they have the suitcase you'd like to see. Arlo Skye does not have any stockists outside of the USA.

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