Returning an Item? Start Here
Contiguous United States (48 States)
We offer free returns and exchanges on unused items within 90 days of your order’s fulfillment date. To be eligible, items must be in brand new condition and returned in their original packaging.
Please note:
– Personalized items and orders of 10 or more items are not eligible for return or exchange.
– All gift card purchases are final and non-refundable.
- All last call, clearance, archive sale items are final sale and cannot be returned or exchanged.
- Express shipping fees are non-refundable. If you selected expedited shipping, only the cost of the returned item(s) will be refunded.
U.S. territories, Hawaii and Alaska
Costs associated with the return are the responsibility of the customer and original shipping fees are non-refundable.
Outside the USA
Due to complex U.S. customs duty rules, we are unable to accept returns ofshipments delivered outside the U.S. All international shipments are considered final sale. Original shipping fees are non-refundable.
Let’s Get Your Return Started—Here’s What to Know
Our return and exchange process is automated. If you're returning multiple items, you'll need to complete the return process separately for each one to receive a unique shipping label. After submitting a return for the first item, download the label from our returns portal, then repeat the steps for the next item.
Once you’ve downloaded your labels, please affix one to each carton and drop them off at any FedEx Ship Center near you within 3 calendar days.
Once your return arrives at our warehouse, please allow 3–5 business days for us to review and process it. After approval, your refund will be issued to your original form of payment (e.g., your credit card). It may take an additional 2–3 business days for the refund to appear on your card statement.
Start Your Return / ExchangeYou have 90 days from the date your order was fulfilled to decide whether you'd like to keep your item(s). During this period, items should remain unused outside your home and kept away from any surfaces or environments that could cause scratches or marks.
If you choose to return your item within the 90-day window, please ensure that the interior, exterior, and luggage wheels are free from any scuffs, scratches, or signs of wear. Any visible damage will make the item ineligible for return.
Please keep your suitcase lock set to 0-0-0 until you’re certain you’d like to keep it, and hold onto the original packaging—you’ll need it if you decide to return your order.
You may cancel your order at any time before you receive a shipment confirmation email from Arlo Skye. If you cancel after the shipment has been confirmed, a $20 cancellation fee will apply.
Return Limits
You may return a maximum of two (2) units of the same product per order. This limit is validated by customer name, IP address, or shipping address.
Final Sale Policy
If a product is returned or exchanged for the same model—whether in the original color or a different one—the replacement item is considered Final Sale. This means it is not eligible for further returns or exchanges. Final Sale status is determined based on customer name, IP address, or shipping address.
Exchanges Involving Discounted Items
If you'd like to exchange a discounted item for a full-priced color of the same model, Arlo Skye will first issue a refund for the returned item (regardless of whether you selected “exchange” or “return” in our portal). Once the refund is processed, you're welcome to purchase the new color at full price.
Restocking Fee for Missing Packaging
Returned items must include their original packaging. If a product is unused but not returned in its original packaging, a 15% restocking fee will be deducted from your refund.
Condition of Returned Items
We only accept returns of new and unused luggage in its original condition. If an item shows signs of use, we cannot restock it. In this case, we’ll notify you via email with photos and automatically issue a 50% refund. The item will then be donated. This policy is firm and ensures fairness, hygiene, and quality standards—no exceptions.
Return Shipping Window
Returns must be dropped off at a FedEx location within 3 business days of the return label being generated and sent. Items not dropped off within this window are no longer eligible for return.
Warranty Replacement Shipping Fees
For items with a manufacturing defect that require replacement after 180 days from the purchase date, a flat shipping fee applies:
– $50 for U.S. replacements
– $150 plus customs duties for international replacements
Missing Components
If a carry-on is returned without the following components, the following deductions will be made:
– Charger missing: $75 deducted
– Leather tag missing: $25 deducted
Missing or stolen packages have become a growing issue for orders shipped to New York City, Chicago, and Los Angeles, often due to theft. If you live in one of these cities, we strongly recommend requesting Signature on Delivery by adding this note in the Cart Page's Notes section at checkout.
If your package is lost or stolen upon delivery, please notify our team within 24 hours of the expected delivery date. We will then initiate an investigation with FedEx or UPS. If available, please share security camera footage with us to assist in the investigation.
We require five (5) calendar days to investigate and file a claim with the carrier. If FedEx or UPS provides photographic proof of delivery (validated by Google Street View), Arlo Skye will automatically lose the claim. In such cases, we are unable to offer a refund or replacement. However, you may pursue a chargeback with your credit card provider.
For any future orders to addresses where a package previously went missing, Signature on Delivery will be mandatory. We will not ship the order until we receive written confirmation from the customer agreeing to accept the package with Signature on Delivery.
Our return and exchange process is automated. If you're returning multiple items, you'll need to complete the return process separately for each one to receive a unique shipping label. After submitting a return for the first item, download the label from our returns portal, then repeat the steps for the next item.
Once you’ve downloaded your labels, please affix one to each carton and drop them off at any FedEx Ship Center near you within 3 calendar days.
Once your return arrives at our warehouse, please allow 3–5 business days for us to review and process it. After approval, your refund will be issued to your original form of payment (e.g., your credit card). It may take an additional 2–3 business days for the refund to appear on your card statement.