Frequently Asked Questions

 

Shipping & Returns

Arlo Skye is based in the USA and ground shipping to any destination within the 48 US contiguous states is free. We use FedEx as our shipping provider.

We also ship to Canada, Western Europe, Dubai, Australia, New Zealand, and Singapore. We use FedEx as our shipping provider. The fees associated with shipping internationally are visible during the checkout process (after you have completed the shipping address form). These fees including the cost of air shipping as well as customs and duties charged by the local destination. Our shipper FedEx will complete all the customs paperwork.

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

We offer free ground shipping in the United States, excluding Hawaii, Alaska, and Puerto Rico. Charges are applied at check-out for shipments to Alaska, Hawaii and Puerto Rico. 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 1-2 business days from 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.

The Zipper Carry-On Max with Front Pocket in Sage: December 15, 2021

The Frame Carry-On Max Champagne: March 15, 2022

The Frame Check-In: March 15, 2022

The Zipper Carry-On Max with Front Pocket in Lemon: April 15, 2022

Once you receive a tracking confirmation number from us please give it 24 hours to activate. If the number still is not active, then please reach out to us via email: help@arloskye.com

Please visit our returns page to learn more.

You can complete your return or exchange online by starting here.

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.

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.

Design

Their designs and features are identical, however our more popular Carry-On Max is 1" taller and 1" wider than The Carry-On. Unless you routinely fly on small planes in the USA or on intra-European routes (both of which require compact carry-ons), we recommend choosing the The Carry-On Max.

The Carry-On dimensions are 22 x 14 x 9 inches (including wheels and handles).

The Carry-On Max dimensions are 23 x 15 x 9.6 inches (including wheels and handles). Although it is slightly larger than the airline guidelines, it will still fit in the airline sizers and overheads of medium and large planes. We have thousands of customers using this model every day.

The Zipper Carry-On Max (without the front pocket) is our lightest case. It weights just 7 lb. And it offers the greatest interior packing space of all models.

If you usually travel with a backpack or tote (where you store your laptop / snacks / pullover), then we suggest choosing the model without the front pocket because it has more packing space on the inside.

The front pocket allows you to neatly pack a laptop, tablet, and documents however it eats up up 15% of packing space in the main compartment. Due to airline sizing guidelines, the front pocket cannot be made any deeper.

The Zipper Collection:

+ Very lightweight. Our FreeFlex zipper design allows you to overpack with ease and offers long-term seam protection. The front pocket model gives you quick access to your laptop or pullover without having to open the entire case. Available in an array of bright colors.

- Edges are not rigid like the Frame Collection. If you pack fragile items (eg wine) in your suitcase, then go with the frame.

The Frame Collection:

+ Excellent security and protection of fragile belongings. Sleek look with the aluminum trim and caps.

- Twenty percent heavier than The Zipper Collection. You cannot over-pack as much as you can with The Zipper Collection. However you can over-pack more with this collection than The Aluminum Edition.

The Frame Collection: Aluminum Edition

+ One of a kind. You won't find many aluminum cases at the airport.

- The exterior will dent, ding, and scuff over time. They cannot be removed however our customers will apply stickers on the case to cover some of them up. Since the shells are also made of aluminum-alloy, you cannot over-pack this case.

The Frame Collection is engineered with two key materials: textured polycarbonate shells and an aluminum frame that is riveted to the edges of each of the shells which close with two integrated clasp locks and corresponding back hinges. The polycarbonate shell will not dent and it has more "give" than The Aluminum Edition.

The Frame Carry-On: Aluminum Edition is entirely made of aluminum (with the exception of the wheels and leather handles). It is not possible to overpack with this collection since the aluminum shells are rigid. The Aluminum Edition will acquire and show dings and dents over time. If you have to gate-check often, we suggest going with a polycarbonate shell available in both zipper and frame designs.

The Zipper Carry-On Max, Zipper Check-In and Frame Collection luggage models are vegan. However our cases do come with a full-grain leather tag which is not vegan. Upon request, we can remove this item before shipping your order.

Our Aluminum Carry-On models and Zipper Carry-On Max with Front Pocket are not vegan.

We continue to experiment with "vegan leather" options however this type of leather is not environmentally friendly as it is made from polyurethane which comes from petroleum. Additionally, vegan leather will start to peel after 2-3 years of use.

Locks

Before opening the case, check that the dial codes are perfectly aligned to 0-0-0 or to the combination that you've personally set.

Your locks are currently set to 0-0-0. Here are the steps to personalize your code:

Zipper Collection:

- Set the dials to 0-0-0 or the last pre-set code.
- Using a pen, press down on the small left most button until you hear a click.
- Set your 3 digit code.
- Push the slider to the right and you'll hear a click which indicates that the button was released back to the original position.

Frame Collection:

- Set the dials to 0-0-0 or the last pre-set code.
- Move the switch located on the back side of the lock from A to B. Double check that the switch is been moved all the way to B.
- Set your 3 digit code.
- Move the switch from B back to A. Double check that the switch was moved all the way to A.

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 may have to show them proof of purchase.

This can happen from time to time when the case has been overpacked. Lay your case horizontally on the ground. Apply downward pressure on the top shell and then simultaneously try opening the locks.

Send an email to help@arloskye.com and be sure to add picture of your broken lock. We will mail you a replacement lock with instructions on how to replace it. It will take you under 5 minutes and all you'll need is a Phillips screwdriver.

Battery

Yes, our charger is removable from the exterior. All you have to do is push on a slider and it just pops out with one click. Yes 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.

Chargers are not allowed within the cargo hold of an airplane but are allowed in cabin with you.

Our battery charger is blazing fast thanks to its 18W power with fast Power Delivery (PD) that is customized to the product you're charging.

It has both USB C and USB A ports allowing you to charge your phone to half way in under 30 minutes.

The charger has both short circuit and surge protection for maximum safety.

We only use the finest quality Grade-A lithium-ion cells sourced exclusively from Panasonic in Japan or LG in South Korea. The cost of these cells is three times more than cells made in China. Furthermore, the battery's encasing is made from aluminum which helps to dissipate heat build up.

If you decided to purchase a battery of this quality, it would cost you $75 to $10 and you still will not find Panasonic or LG Grade-A cells within.

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.

This can happen your case is overpacked and there is a hard object such as a shoe or book pressing down on the interior battery housing. To solve this issue, lay the case horizontally on the ground. Open the case to release the pressure on the inner battery housing. The battery should now come out with ease.

To avoid this situation from happening again, try to avoid packing a hard object next to the inner battery housing.

Care / Storage

All of our packaging is 100% recyclable. The mailers/shipping packaging is also 100% compostable – being environmentally friendly and sustainable is a top priority for us. 

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

Pro tip: when nesting the cases, the wheels of the carry-on should face the opposite direction to the wheels of The Check-in.

Use a damp sponge with soapy water to wipe away dust and dirt on the exterior luggage shells. 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 repaired—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.

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

Repairs are free. 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. Depending on the work involved, we may send you the part and ask you to visit a local repair shop and we would cover the fees or we would ask you to ship the case back to our repair shop in Rhode Island. We charge a $45 flat fee for two-way shipping.

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