Warranty & Repair Policy
Rolling Luggage
We offer a 5-year warranty that covers any manufacturing defects in parts and workmanship. This warranty is valid for the original owner only and is non-transferable. The 5-year period begins on the date of the original purchase, defined as the date payment was made in exchange for the delivered product.
The warranty does not cover:
- Cosmetic damage: scratches, dents, dings, scuffs, stains, color changes, normal wear and tear (including inner fabric), or other non-functional changes in the appearance of the product that occur during normal handling
- Replacement of any non-defective parts in the luggage
- Damage determined by us to be due to intentional abuse, abnormal use, modification, tampering, airline mishandling and/or alteration beyond what could be considered normal handling and use
Soft Bags, The Lap Desk & The Charger
Soft Bags include: The Weekender, The Backpack, The Dopp Kit and The Pet Carrier. We offer a 2-year warranty that covers any manufacturing defects in parts and workmanship. This warranty is extended to the original owner and is non-transferable. The 2-year period begins on the date of the original purchase, defined as the date payment was made in exchange for the delivered product.
Warranty Coverage After Replacement
If you were offered a one-time-only replacement of a product that was purchased through Arlo Skye's website or a third party retailer, the warranty coverage remains tied to the original date of purchase. The issuance of a replacement does not reset or extend the warranty period. All warranty evaluations will be based on the original purchase date of the product, not the date the replacement was provided.
Arlo Skye products purchased on the secondary sales market (such as, but not limited to, Etsy, eBay, Amazon, Craigslist) are not covered by our warranty or repairs. A secondary sale market is one where Arlo Skye has not authorized that market or party to sell our products.
If you encounter any issues with your Arlo Skye piece, please reach out to our team. We’ll arrange for replacement parts, repairs, or, if necessary, a full replacement. To help us assess the issue, please provide photos of the product from multiple angles and distances. If possible, include images of the original packaging, as damage may have occurred during transport. If photos don’t fully capture the issue, short videos are also helpful.
For minor repairs, we may offer DIY solutions by sending you the necessary parts along with step-by-step instructions. While the parts are free of charge, a $20 shipping and handling fee applies.
Repairs are carried out either at our warehouse or our repair center in Florida. If the product is under warranty, parts and repair services are provided at no cost. However, customers are responsible for covering round-trip shipping fees, which typically range from $50 to $85, depending on the shipping address.
Please ensure the product is securely packed in a box before dropping it off at a FedEx center. The repair process usually takes 2-3 weeks. Unfortunately, we cannot accept or repair items shipped without a box.