CUSTOMER CARE

Find your fit.

Not quite right? Let’s make the next step simple.

01Free US shippingFree standard shipping on orders $70+ 0230-day returnsFrom the day it arrives 032-year guaranteeFor manufacturing defects

Three steps. We’ll help with the rest.

01

Get in touch.

Email your order number and tell us whether you’d like a return or a different color.

02

Send it back.

We’ll email return instructions. Pack your unused Cruiser in its original packaging and follow the instructions.

03

We’ll take it from here.

For eligible returns, we issue your refund within 3 business days of receiving the bag. For a color exchange, we’ll arrange the replacement.

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.