Refund policy

Return and Refund Policy

At ARROW NYC, we want you to feel confident about your Cruiser. We offer 30-day returns and color exchanges on eligible purchases from thearrownyc.com.

Returns

You have 30 days from delivery to return an eligible bag. You may gently try on the bag and pack it with clean items at home to check fit and capacity without affecting your eligibility for a return within 30 days of delivery. Keep the bag clean, undamaged, and otherwise unused, and return it in its original packaging.

To begin a return, email support@thearrownyc.com with your order number. We’ll send you instructions for returning your bag.

Please contact us before shipping your return so we can arrange the return shipment and provide the correct return address.

Return shipping

ARROW NYC pays the return shipping costs for eligible returns, including change-of-mind returns. You will not be charged for the return shipping we arrange.

Refunds

We issue refunds for eligible returns within 3 business days of receiving the returned bag. Refunds are sent to the original payment method.

Your bank or payment provider may take additional time to show the refund in your account. If you have questions about your refund, email support@thearrownyc.com with your order number.

Color exchanges

We offer direct color exchanges within 30 days of delivery for eligible unused bags in their original packaging, subject to stock availability.

Email support@thearrownyc.com with your order number and the color you would like. We’ll help arrange the exchange and provide return instructions.

Damaged, defective, or incorrect items

If your order arrives damaged, defective, or incorrect, email support@thearrownyc.com with your order number, a description of the issue, and clear photos so we can help resolve it.

The unused-condition requirement for change-of-mind returns does not apply to a claim that an item arrived damaged or defective.

Your Cruiser also carries our two-year manufacturing-defect guarantee. For a covered defect, we replace the bag and cover shipping.