Warranty & Repair Policy

Rolling luggage: 5-year warranty covering manufacturing defects in parts and workmanship. The warranty period begins on the date of purchase.

Stress cracks in the first year: A stress crack in the polycarbonate shell, meaning a crack with no point of impact, that appears within 12 months of purchase is treated as a manufacturing defect. A cracked shell cannot be repaired, so it qualifies for the one-time replacement described under Replacements below, with shipping on us. Send your order number and clear photos of the crack; we confirm coverage from the photos. After 12 months, no shell cracks are covered.

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, and you're charged exactly what we're charged.

All warranties are extended to the original owner only and are non-transferable.

• Damage from airline mishandling, accidents, intentional abuse, abnormal use, modification, tampering, or pets and animals
• Impact cracks at any age: cracks that begin at a dent, gouge, crush mark, or other point of impact, whether from airline handling, a drop, or an accident
• Shell cracks of any kind after the first 12 months from purchase
• Cosmetic damage: scratches, dents, scuffs, stains, color changes, and normal wear and tear including inner fabrics and mesh fabrics. This includes scratches or wear to a monogram or any printed personalization. A monogram is a surface print and will scratch if items are placed on it, slid across it, or pressed against it.
• Scratches reported more than 7 days after delivery. If your item arrives scratched, email us photos within 7 days of delivery so we can treat it as transit damage.
• Replacement of non-defective parts
• Products purchased from unauthorized resellers (including Etsy, eBay, Amazon, and Craigslist)

If an airline damages your case, file a claim with the airline for the full damage, whatever the part. Airlines are responsible for luggage in their care, and we'll send you your original receipt to support the claim. For repairable parts such as wheels, handles, and zipper sliders, whether the damage came from an airline or an accident, reach out and we'll arrange paid parts or repair at preferred rates. A cracked shell or a dented corner cannot be repaired.

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; slider or track issues 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, and we email you a prepaid label.

Out of warranty: We can still help; parts and shipping costs apply. Reach out to us for details.

Some repairs, including zipper slider and track issues and aluminum wheel replacements, require service at one of our authorized repair centers in Florida, Los Angeles 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.

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.

Email hello@arloskye.com with the following:

• Your order number
• Photos of the issue from multiple angles and distances
• For shell cracks, a close-up of the point where the crack begins
• Photos of the original packaging, if available (damage may have occurred during transport)
• A short video, if photos don't fully capture the issue

Scratches present on arrival must be reported within 7 days of delivery.

Our team will review your claim and let you know the next steps.