FREE U.S. SHIPPING AND RETURNS

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Frequently Asked Questions

SHIPPING & RETURNS

Where does Arlo Skye ship?

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.

 

How much does shipping cost?

For Continental US orders via ground shipping - free.  For international orders - charges are applied at check-out. FedEx express 2 day shipping for Continental US orders:  $75. Overnight Continental US orders:  $150. FedEx Express shipping to Alaska, Puerto Rico, and Hawaii: $85. FedEx unfortunately does not deliver to P.O. Box addresses.

 

When exactly will I receive my order?

Your package will ship out of our Rhode Island, USA warehouse within 1 business day from when you place your order online.  All orders placed before 11am on a business day will ship on the same day.  Depending on your location, 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 operations.

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

 

What is your return policy?

US orders:  you have 21 days from the date of delivery to try out your new Carry-On. Hit the road. Take to the skies. Sail the seas. If you’re still having commitment issues after that, we'll cover the return shipping and we’ll give you a full refund.  Upon request, we will send you a return label which must be printed and attached to the original box.  Please drop the box off at any FedEx location within 3 business days of receiving the return label.  Please ensure that bags are returned in their original packaging with all accessories as this is required to process a full refund.

International orders:  Due to complex customs returns procedures, we do not cover the return shipping costs.  Costs associated with the return are the responsibility of the customer and original shipping fees are non refundable.  If returned within 21 days, we will give you a full refund on the purchase price.

 

How do I return my purchase?

US orders: please reach out to us within 21 days of the delivery date:  help@arloskye.com.  We'll email you a return label.  Please apply that label to the orginal box, including all accessories and drop it off at the closest FedEx dropoff location.

 

When can I expect my refund?

After your item is received and checked, your refund will be processed 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. We will keep you informed of when we receive and process your return. 

 

PRODUCT

What are the Carry-On dimensions and weight?

Our Carry-On meets the maximum allowable requirements of all major US airlines and most international airlines. Dimensions are: 22" x 14 " x 9" (inches). The aluminum Carry-On weighs 9.5 lbs, inclusive of the battery.

 

Do your Carry-On dimensions include wheels?

Yes, our luggage dimensions include all appendages: wheels, side feet and grab handles.

 

How do I set the locks?

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

And you're done!

 

Does the lock come with keys?

No.  The key hole that you see on each lock is exclusively for TSA access. As they don't know your combination code, they unlock the case through their master key. Even we don't get to see or keep a copy of the key.

 

Do you offer a repair service?

Yes.  Please reach out to us:  help@arloskye.com

 

Where are your products made?

Our Carry-On is assembled at a family owned workshop in China. They have practiced the craft of alloy engineering for the last 15 years. Our parts are sourced from companies based in Europe, Japan, South Korea, Taiwan and China.

 

Is the battery TSA approved?

Yes, absolutely. We've designed the dual-port battery to be removable from the exterior. So the next time you're going through airport security, just pop it out and place separately on the tray. You'll never have an issue. The battery itself has gone through rigorous testing and it has both short circuit and surge protection for maximum safety. We also use the finest quality cells on the market - sourced from Panasonic and LG.

 

My lock isn't opening; I can't get it to clamp shut.

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, we'd be more than happy to help.

 

How should I care for my Carry-On?

The Arlo Skye Carry-On is made from a lightweight, anodized aluminum-magnesium alloy. Use a damp sponge to wipe away dust and dirt. Avoid cleaning agents with abrasives. Over time your Carry-On will acquire scratches and nicks. These marks will give your case an individual appearance and do not affect the strength and functionality of your case. Please avoid checking-in or gate-checking your Carry-On. Careful handling during your trip is essential.

 

Do your products ever go on sale?

We believe in charging a fair price from the start. As a result we never go on sale or offer promotions during the year.

 

BRAND

When and where was Arlo Skye founded?

We were founded in New York City in the Summer of 2015 and spent over 14 months designing and developing our first product - The Carry-On. We launched in Summer 2016 and started shipping in November 2016.

 

Where does the name come from?

We discovered the name Arlo at a book store in New York. Arlo is a whimsical children's novel written in 1915 by Ernest and Bertha Cobb with illustrations by Charles Copeland.  It's about a boy who a 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.

 

Do you sell in physical stores?

In general - no.  But there are a handful of exceptions.  Currently you can find our aluminum Carry-On available at Public Hotels in New York, The Edition Hotel in Miami, ADO Design in Greenpoint Brooklyn, and Harrods in London.

Arlo Skye Camel

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Order Arrival Times

We offer free ground shipping within the Continental US.  Here are the estimated arrival times if you choose ground shipping. Actual timing may vary from these estimates due to inclement weather or other unforseen reasons.

North East: 1-2 days

South East: 2-3 days

Central: 2-3 days

West Coast: 4-5 days