Warranty & Repair Policy
Every Arlo Skye product is backed by a warranty against manufacturing defects — five years on rolling luggage, two years on soft bags and accessories. If something's wrong with the way your case was made, we'll make it right — with replacement parts, a repair, or a replacement — at no charge for the full warranty period.
For the first two years, we also cover all shipping. After two years, the fix stays free — you cover only the shipping, billed at our discounted carrier rate: exactly what we're charged, well below what you'd pay retail. We email you a prepaid label, so there's nothing to arrange on your end.
Coverage at a Glance
Rolling Luggage — 5-Year Warranty
| Service | Years 1–2 | Years 3–5 |
|---|---|---|
| DIY replacement parts Wheels, telescopic handle, grab handle, zipper pullers, locks |
Free part, free shipping | Free part — discounted shipping applies |
| Repair at our authorized repair centers Zipper track and slider issues, aluminum wheels, structural repairs |
Repair free, round-trip shipping covered | Repair free — discounted round-trip shipping applies |
| Replacement When a defect can't be repaired — one time per product |
Free replacement, free shipping | Free replacement — discounted shipping applies |
| Airline, accidental, or misuse damage | Not covered — paid repair available | Not covered — paid repair available |
Soft Bags & Accessories — 2-Year Warranty
| Service | Years 1–2 |
|---|---|
| Repair or replacement parts | Free, shipping covered |
| Replacement When a defect can't be repaired — one time per product |
Free replacement, free shipping |
| Airline, accidental, or misuse damage | Not covered — paid repair available |
What's Covered +
Rolling luggage: 5-year warranty covering manufacturing defects in parts and workmanship. The warranty period begins on the date of purchase.
Soft bags, The Lap Desk & The Charger: 2-year warranty covering manufacturing defects in parts and workmanship.
Shipping: Covered by Arlo Skye for the first two years from purchase. After two years, parts, repair, and replacement remain free — you cover only the shipping, billed at our discounted carrier rate. We provide a prepaid label; you're charged exactly what we're charged.
All warranties are extended to the original owner only and are non-transferable.
What's Not Covered +
- Cosmetic damage: scratches, dents, scuffs, stains, color changes, and normal wear and tear including inner fabrics and mesh fabrics
- Replacement of non-defective parts
- Damage from airline mishandling, accidents, intentional abuse, abnormal use, modification, tampering, or pets and animals
- Products purchased from unauthorized resellers (including Etsy, eBay, Amazon, and Craigslist)
If your case is damaged by an airline or an accident, that falls outside warranty — but we won't leave you stranded. Reach out and we'll arrange paid parts or repair assistance at preferred rates.
DIY Repairs — Parts Shipped to You +
Most fixes are simpler than you'd think. These parts are designed to be replaced at home in minutes, with step-by-step instructions included — no need to send your luggage anywhere:
- Wheels (polycarbonate luggage — aluminum wheel replacements require repair center service)
- Telescopic handle
- Grab handle
- Zipper pullers (the tab you grip — issues with the zipper slider or track require repair center service)
- Locks
Years 1–2: Part and shipping are free.
Years 3–5: The part is free; you cover shipping at our discounted carrier rate — we email you a prepaid label.
Out of warranty: We can still help — parts and shipping costs apply. Reach out to us for details.
Repair Center Service +
Some repairs — including zipper slider and track issues, aluminum wheel replacements, and structural repairs — require service at one of our authorized repair centers in Florida or New York.
Years 1–2: Repair and round-trip shipping are fully covered.
Years 3–5: The repair is free; you cover round-trip shipping at our discounted carrier rate — we email you a prepaid label, so there's nothing to arrange yourself.
Turnaround: 1–5 business days once your item is received.
Please pack your item securely in a box before dropping it off at a UPS ship center. We cannot accept or repair items shipped without a box.
Replacements +
If a covered defect cannot be repaired, we may offer a one-time replacement per product, at our discretion. Replacement units ship free in the first two years; after two years, you cover shipping at our discounted carrier rate.
The warranty period remains tied to the original purchase date and does not reset with a replacement.
How to File a Claim +
Email hello@arloskye.com with the following:
- Your order number
- Photos of the issue from multiple angles and distances
- Photos of the original packaging, if available (damage may have occurred during transport)
- A short video, if photos don't fully capture the issue
Our team will review your claim and let you know the next steps.
Need help with a warranty claim or repair?
hello@arloskye.com