CUSTOMER CARE
Good to know.
Your Cruiser. Your questions. A few things to know before your next move.
THE CRUISER
Made for your day.
Will my laptop fit?
The Cruiser has a dedicated padded compartment that fits laptops up to 16 inches.
Can I use it for work, the gym, and a short trip?
That’s what the Cruiser was made for. Its 25L capacity brings your laptop, gym clothes, and daily essentials together. For an overnight, pack a change of clothes and toiletries; the luggage pass-through also lets it ride on your suitcase.
What fits depends on the size of your gear and how you pack.
What is the Cruiser made from?
The Cruiser has a 1000D water-resistant polyester exterior. It’s made for everyday movement, with a padded back panel and shoulder straps.
How should I clean my Cruiser?
Start with a gentle spot clean using a damp cloth. For a specific stain, email us before using harsher cleaners.
SHIPPING & ORDERS
From NYC. To you.
Where do you ship, and what does it cost?
We currently ship within the United States only.
Standard shipping is free on orders of $70 or more and $8 on orders below $70. Express shipping is $15.
Your available shipping options appear at checkout.
When will my order ship?
Orders ship from New York City within 1–3 days. This is the time before dispatch; travel time to your address comes afterward.
Delivery estimates are shown at checkout and depend on your destination and shipping service.
How do I track my order?
We’ll email your tracking information once your order ships, so you can follow it from NYC to your door.
Need to change an order or check on a delivery?
Email support@thearrownyc.com with your order number and the details. If you need to change an address, get in touch as soon as possible; changes may not be possible once the order is on its way.
If tracking looks wrong or a delivery hasn’t arrived, contact us and we’ll help look into it.
RETURNS & EXCHANGES
A simple way back.
What is your return policy?
You have 30 days from delivery to return an eligible unused Cruiser in its original packaging.
Email support@thearrownyc.com with your order number to get started. We’ll send return instructions by email.
Can I exchange my Cruiser for another color?
Yes. We offer direct color exchanges for eligible unused bags in their original packaging within 30 days of delivery, subject to stock availability.
Email your order number and the color you’d like. We’ll help arrange the exchange and send your return instructions.
When will I receive my refund?
We issue refunds for eligible returns within 3 business days of receiving the returned bag.
Your bank or payment provider may take additional time to show the refund in your account.
How do I start a return or color exchange?
Email support@thearrownyc.com with your order number and let us know whether you’d like a return or a color exchange. We’ll email instructions for sending your bag back.
THE ARROW GUARANTEE
We stand behind it.
What does the two-year guarantee cover?
Your Cruiser is covered for two years from the original purchase date against manufacturing defects in materials and workmanship under normal use.
For a covered defect, we’ll replace your bag with a new one and cover the shipping.
The guarantee does not cover normal wear and tear, cosmetic damage, misuse, accidents, improper care, loss, or theft.
How do I request a replacement?
Email support@thearrownyc.com with proof of purchase, a description of the issue, and clear photos. We’ll review the details and help with the next step.
For a covered defect, we’ll arrange a new bag and cover shipping.
A LITTLE MORE HELP
We’re here.
Have a question we haven’t covered? Email us or leave a message below. For help with an order, include your order number.
support@thearrownyc.com