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. Please scroll down to "The Details" section of this page for additional information.
You can start a return or exchange using the link below within the 90 day window from the state of fulfillment. To start your return just scroll down to the "Request a Return" section.
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.
1. Please start your return or exchange by clicking on the button below.
2. If you are returning two items in the same order, please initiate and complete the return for only the first item. Then initiate a new return for the second item. Our returns system will only generate one return label at a time.
3. Please print and affix the label to the original box in which your item arrived. Please ensure that all items are returned in their original packaging with all accessories as this is required to process a full refund.
4. Drop it off at any FedEx location within 3 calendar days from when you receive your return label. Once it’s back, it takes us 5-7 calendar days to process your refund. You will receive a refund confirmation by email.
We do not accept returns or process refunds or exchanges on used items. Any personalized items cannot be returned or exchanged. We do not accept returns or exchanges on corporate orders (when 10 or more items are purchased in one order).
You have 90 days from the date your order was fulfilled to test out your travel pieces at home (indoor only). During your trial period, please ensure that the wheels or exterior of the products are not scratched or scuffed as they will be ineligible for a return. Keep your suitcase’s lock set to 0-0-0 until you’re sure you want to keep it. Keep your original packaging—you’ll need it if you want to return your order.
Arlo Skye products that are returned used will be shipped back to you. We will not be able to process an exchange or a refund on any used item that is shipped back to our warehouse.
We do not offer refunds for 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.
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.
Returns & Exchanges Specifics:
You may return a maximum of two (2) units of a particular product per order, validated by a customer name or shipping address.
When a product is returned or exchanged for the same model in a different color, the new color purchased or exchanged is considered Final Sale.
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 the 90 day trial period, we apply a $45 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 $125 from the refund, (2) The Leather Tag, Arlo Skye will deduct $25 from the refund.
Lost packages — specifically theft — has become a major issue for orders shipped to New York City, Chicago and Los Angeles. If you live in one of those cities, we suggest requesting Signature on Delivery by adding that to the Notes section of the Cart Page. We use FedEx for most package deliveries. If FedEx loses your package or if your bag is missing / stolen upon delivery, please let our team know within 24 hours of the anticipated date of delivery. We will then file an investigation for a missing case with FedEx. If possible, please send the security video footage to the Arlo Skye team so that we can share with FedEx. We need at least 5 days to to investigate the missing package and file a claim with FedEx.
If FedEx can prove that they dropped the package off at the correct address via photographic evidence shared with us and the customer, then Arlo Skye automatically looses the claim of a lost / stolen package. In this scenario, Arlo Skye will not issue a refund or replacement to the customer. However the customer is welcome to file a chargeback with their credit card company. Signature On Delivery must be requested on all future orders to address where the package went missing. Arlo Skye will not fulfill the order without written customer confirmation that the customer will accept the package only with Signature on Delivery.