Frequently Asked Questions

Free Ground Shipping: Arlo Skye, based in the USA, offers free ground shipping on all orders within the 48 contiguous states.

Shipping Providers: We use FedEx and UPS to deliver your order efficiently.

International Shipping: We also ship to Canada, Western Europe, Dubai, Australia, New Zealand, and Singapore. Shipping fees, including airfare, customs duties, and any local charges, will be clearly displayed during checkout after you enter your shipping address. Our trusted partners, FedEx and UPS, will handle all customs paperwork for your convenience.

Delivery Restrictions: We cannot ship to P.O. boxes or international US Military APO/FPO addresses.

Free Ground Shipping: We offer free ground shipping within the contiguous United States (excluding Alaska, Hawaii, and Puerto Rico).

Shipping to Alaska, Hawaii, and Puerto Rico: Ground shipping is not available for Alaska, Hawaii, and Puerto Rico. Shipping charges will be calculated and displayed at checkout.

International Shipping: Shipping fees, which include customs duties, will be clearly displayed during checkout after you enter your shipping address.

Order Processing: Allow 1-2 business days for your order to be processed and shipped from our Rhode Island, USA warehouse.

Delivery Timeframes: Shipping times vary depending on your location and chosen shipping method. Here's a general guideline for free ground shipping within the contiguous US states:

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 the shipping carrier's operational schedules.

Please Note:

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.

Once you receive your tracking confirmation number, please allow 24 hours for it to activate. If it's still inactive after 24 hours, feel free to reach out to us via email: help@arloskye.com

Please visit our returns page to learn more.

Our return and exchange process is completely automated. To ensure you receive a unique shipping label for each item, you'll need to complete the process for each item individually. Simply download the label from our returns portal after completing the process for one item, then repeat the steps for the next item.

Start Your Return / Exchange by visiting this page.

Once we receive and review your returned item, we'll process your refund within 2-3 business days. The credit will be automatically applied to your original payment method (credit card, etc.). Please note, depending on your bank or credit card company, it may take an additional 2-5 business days for the funds to appear in your account. You'll receive an email confirmation when we process your return.

Our primary sales channel is online via this website.

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

Identical in design and features, The Carry-On Max offers just a bit more space. It's one inch taller and wider than The Carry-On, making it our best-selling carry-on model. This additional packing space makes it perfect for most travelers, still fitting comfortably in airline overheads and sizers.

Unless you frequently fly on very small planes, particularly on intra-European routes or on some smaller US carriers, The Carry-On Max is the ideal choice.

Travel light and pack more with the Zipper Carry-On Max, our lightest case at just 7 lbs. It boasts the most interior space of all our models, perfect for those who travel with a backpack or tote for essentials like laptops and snacks.

Looking for a dedicated laptop pocket? The standard Zipper Carry-On offers a convenient front pocket for easy access to your laptop, tablet, and documents. However, keep in mind this pocket uses about 15% of the main compartment's space and can't be made deeper due to airline size restrictions. Both models, with or without the front pocket, will fit comfortably in airline overhead compartments and sizers.

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 double lock 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 combines the best of both worlds: durability and flexibility. It features a lightweight, textured polycarbonate shell that resists dents and impacts, while the aluminum frame adds strength and structure. The integrated clasp locks and back hinges ensure a secure closure. Plus, the polycarbonate shell offers a bit more flexibility for packing compared to the Aluminum Edition.

The Aluminum Edition Carry-On: This option prioritizes pure strength and a sleek aesthetic. Made entirely of aluminum (except for the wheels and handles), it's incredibly durable but less forgiving when it comes to overpacking. Dings and dents will become part of the case's character over time.

If you frequently gate-check your luggage, a polycarbonate shell (available in zipper or frame styles) might be a better choice for you.

This Lemon colorway is a special collaboration with Dusen Dusen. For her first-ever foray into luggage, the buzzy Brooklyn-based womenswear designer reimagined Arlo Skye’s newest collection in a bold lemon yellow exterior with a multi-color, pattern-happy, interior print.

We use a soft light gray interior lining for the rest of our models.

Luggage:

The Zipper Carry-On Max, Zipper Check-In and Frame Collection luggage models are vegan.

Just a heads up, though: these cases come with a full-grain leather tag, but we can happily remove it before shipping if you request it.

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

While we're currently experimenting with "vegan leather," this material less robust than real leather. Made from polyurethane derived from petroleum, it's not environmentally friendly and may peel after a few years of use.

The Lap Desk: Yes.

Soft Bags: No.

Step 1: Check that the numeric dials of the lock(s) are perfectly aligned to 0-0-0 or to the combination that you've personally set. Then try opening it. Even a small change in the numeric dials will prevent the lock from opening.

Step 2:

Zipper Cases: Move the slider located on the lock to the right.

Frame Cases: Use your thumb to push the bottom of the clasp lock upwards.

All shipped suitcases have a preset lock code of 0-0-0. Here are the steps to personalize your code:

Zipper cases:

- 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 cases:

- 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. It should NOT be stuck in the middle of A and 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 lock replacement process takes 5 minutes and requires a Phillips 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.

Getting a replacement is simple. Just send an email with a photo and video of the broken lock to help@arloskye.com. Please also add your order number as this will help us confirm you're the original owner. Once verified, we'll mail you a new lock with easy-to-follow instructions for a quick swap. The replacement does come with a small shipping and handling fee, but the process itself takes under 5 minutes and only requires a Phillips screwdriver.

Find the dots on top of the buckle. Then using your thumb and first finger pinch down exactly on the location of the dots.

Absolutely. Our charger is removable from the exterior. All you have to do is push on a slider and it pops out with one click making it fully compliant with all airline regulations.

If 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.

Yes. Chargers are allowed in-cabin of an airplane. They are not allowed in the cargo hold of an airplane.

This is no ordinary charger. Our power bank is blazing fast thanks its 10,05mAh capacity and its 20W speed with adaptive Power Delivery (PD). Your can charge your phone to half way in under 30 minutes.

The Charger has both USB C and USB A ports. We suggest using the C port for the fastest charge.

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

We only use the highest 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.

The charger'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 $125 and even then finding Panasonic or LG Grade-A cells inside will be difficult.

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 occasionally hapens when 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.

Download here.

Yes. Our outer packaging is made from recycled cardboard. We encourage you to recycle the packaging once you're sure you will be keeping your Arlo Skye travel piece.

Yes. The Carry-On / The Carry-On Max will nest inside The Check-In Medium and Large. We recommend placing the carry-ons in the dust-protection cover before nesting in order to protect the interior of the larger case 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.

Arlo Skye suitcases are made of polycarbonate or aluminum-alloy. Specifically, zipper and frame cases are made of polycarbonate while frame: aluminum edition cases are made from aluminum alloy.

Over time all suitcases will show marks and scratches. This is true for all hard-shell luggage. The corners of the frame cases (made from aluminum) as well as the aluminum cases will also acquire minor dents with use (especially when gate checked).

Scratches and dents cannot be repaired or removed. They add character to your suitcase. Some customers who aren't fans of this character will add stickers to cover them up.

Marks however can be removed. 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.

Darker color zipper and frame cases (black and navy) will show less marks than lighter colored cases (sage, champagne).

Empty out the bag.

Add a few drops of liquid soap to the bowl of lukewarm water and mix until suds form.

Dip a soft towel, microfiber cloth, or lint-free cloth into the soap and water mixture.

Gently wipe the lining / bag’s surface. If there are stains, wipe it with a little more pressure.

Make sure to avoid leather, hardware, or zippers.

Blot lining / bag with an additional towel or lint-free cloth to remove excess water.

Leave open and let air dry. Do not use artificial heat like hair dryers or heaters, and don’t put in sunlight to speed up the process.

Our luggage, backpacks, weekenders and toiletry bags are water-resistant but not 100% waterproof.

We use seam-sealed zippers on our backpacks and weekenders.

The interior of the toiletry bag is waterproof. Similarly the side shoe storage compartment of The Weekender is waterproof.

Please visit our Warranty page.

For all products under warranty, repairs and parts are free. Please email us at help@arloskye.com with a video of the issue you're having.

First we will confirm that you are the original owner of the item. We'll then 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 $50 flat fee for two-way shipping to our warehouse.

Our products are designed in New York and assembled in family-owned, ISO 9001 certified factories in Indonesia and China. Parts are sourced from companies headquartered in Japan, South Korea, Taiwan and USA.