Return & Exchange Policy
Contiguous United States (48 States)
We offer free returns and exchanges on unused items for the first 90 days from the date your order was fulfilled. Refunds and exchanges are only processed if the items returned are in brand new condition and in the original packaging. We do not accept returns or exchanges on personalized items or for orders where 10+ items have been purchased.
All clearance, archive sale items are final sale and cannot be returned or exchanged.
We do not offer refunds for express shipping fees, you will only be refunded the cost of the item(s) you return if you originally selected expedited shipping for your order. Please note all returns must be shipped in their original box, so we recommend holding onto your original packaging through the trial period.
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.
Start Your Return / Exchange90 day returns on unused items
You have 90 days from the date your order was fulfilled to decide if you wish to keep the item(s). During this period, the item should not be used outside you home or in any setting where the item can get scratched or marked. If you decide to return the item within the 90 day window, please be sure that the interior, exterior and luggage wheels do not have scratches or scuffs of any kind, as any marks or damages will render the item to be eligible for return. Keep your suitcase lock set to 0-0-0 until you are certain you want to keep it. Retain your original packaging, as you will need it if you decide to return your order.
Arlo Skye products returned in used condition will be automatically shipped back to the purchaser. We will not process exchanges or refunds for any used items returned to our warehouse.
All returns must be shipped in their original box, with the original packaging and accessories.
Order cancellations
You may cancel an order at any time prior to Arlo Skye sending you a shipment confirmation email. If you cancel after, there is a $20 cancellation fee.
Return & Exchange limitations
You may return a maximum of two (2) units of a particular product per order, validated by a customer name, IP address or shipping address.
When a product is returned or exchanged for the same model either in the same color previously purchased or a different color, the new item purchased or exchanged is considered Final Sale, validated by a customer name, IP address or shipping address.
Final Sale means that the item is not eligible for returns or exchanges.
If the customer would like to exchange an item purchased at a discounted price for a different color of the same model that is not discounted -- Arlo Skye will first refund the customer for the item (regardless of whether the customer requested an exchange or return via our returns portal) and after the refund is processed, the customer can purchase the new color at the retail price.
If an item is returned unused but is not returned in its original packaging, Arlo Skye applies a restocking fee of 15% of the purchase price.
When an item requested for a return is not dropped off at a FedEx location within 3 business days from when the return label was generated and mailed to the customer, that item can no longer be returned.
If a product has a manufacturing defect and has to be replaced outside 180 days of the original purchase, we apply a $50 flat shipping fee (or $100 shipping fee for non-US destinations) that covers the outgoing shipment of the replacement case.
If any unused carry-on is returned without: (1.) The Charger, Arlo Skye will deduct $62.50 from the refund, (2) The Leather Tag, Arlo Skye will deduct $25 from the refund.
Missing or Lost Packages
Missing or lost packages have become a significant issue for orders shipped to New York City, Chicago, and Los Angeles. In most cases, lost or missing packages are due to theft. If you live in one of these cities, we recommend requesting Signature on Delivery by adding this to the Notes section on the Cart Page.
If FedEx or UPS lose your package or if your bag is missing or stolen upon delivery, please notify our team within 24 hours of the expected delivery date. We will then initiate an investigation with FedEx / UPS for the missing package. If possible, provide security video footage to the Arlo Skye team so that we can share it with the shipping carrier.
We need five calendar days to investigate the missing package and file a claim with FedEx. If FedEx provides photographic evidence proving they delivered the package to the correct address (validated by Google Street View), Arlo Skye will automatically lose the claim for a lost or stolen package. In this case, Arlo Skye will not issue a refund or replacement however the customer can file a chargeback with their credit card company.
For all future orders to addresses where a package went missing, Signature on Delivery must be requested by the customer. Arlo Skye will not fulfill the order without written confirmation from the customer agreeing to accept the package only with Signature on Delivery.
Start my return or exchange
If you are returning more than one item, please process the return for the first item and download your label and then process the return of the subsequent item.