The standard Arborlen return window is 30 days for each item, calculated from that item’s actual delivery date shown on the carrier’s official tracking page, rather than from the delivery date of the full order.
If the return request is made after the tracking record shows the item has been delivered for more than 30 days, we regret that Arborlen cannot accept the return.
To prevent delays or unnecessary charges, please contact the Arborlen support team at support@arborlen.com before sending any item back. If your return request is approved, the Arborlen support team will send you a detailed checklist of the required photos or videos to submit. The checklist will also include examples of the needed file types, such as a clear photo of the product tag, so the process is as straightforward as possible.
Arborlen will review your situation, explain the options available, and provide both a return authorization and the correct return address. Please do not send any item before receiving our authorization, and do not return products to the address shown on our website or on the original shipping label, because those are not valid return centers. Returns sent without authorization will not be accepted and may affect your eligibility for a refund.
If you are unsure whether your order or item qualifies for a return or replacement, contact the Arborlen support team first. Our team will gladly review the situation and recommend the most appropriate solution.
1. Shipping Damage
If your item arrives damaged, Arborlen will work with you to resolve the issue.
Report-by deadline: contact the Arborlen support team within 7 days of the delivery date shown on the carrier’s tracking information. This allows us to file claims with the carrier and provide the best possible solution.
Steps for the customer:
• Provide your order number and a short description of the problem.
• Upload clear photos or videos showing the issue and the condition of the outer packaging.
• Keep all original packaging so we can verify the problem and arrange safe return shipping if necessary.
• If more than one item is damaged, please provide either one group photo showing all affected products or one video that clearly shows every issue.
What we can offer (depending on your situation):
- Free replacement of damaged parts, and/or
- Free reshipment of a new product, and/or
- Free replacement with another product of similar value, based on your preference, and/or
- A refund.
the Arborlen support team will review the case with you and suggest the most suitable option so You may choose what works best.
Customer-paid costs: 0
Please do not arrange repairs without our authorization.
If you hire a repair service on your own before receiving our written approval, Arborlen will not be able to reimburse those repair costs.
2. Incorrect Item Sent
Report-by deadline: contact the Arborlen support team within 7 days of the delivery date shown on the carrier’s tracking information.
Steps for the customer:
• Provide your order number and a brief description of the issue.
• Upload clear photos or videos showing the wrong item and the condition of the outer packaging.
• Upload clear photos of all labels on the outer cartons.
• Keep all original packaging so we can verify the issue.
Available resolutions:
- Free reshipment of the correct parts, and/or
- Free reshipment of the correct product, and/or
- Free replacement with another product of similar value, based on your preference, and/or
- Arranging a free carrier pick-up of the incorrect item, and/or
- A refund.
Arborlen will go over these options with you so You may choose the most convenient solution.
Handling the incorrect item:
After the Arborlen support team reviews and confirms the case, Arborlen will let you know whether you may discard the incorrect item, keep it, or temporarily hold it until the carrier collects it. Please do not dispose of the incorrect item before verification is complete, as doing so may affect the final refund amount.
Customer-paid costs: 0
3. Missing Parts / Items
Report-by deadline: contact the Arborlen support team within 7 days of the delivery date shown on the carrier’s tracking information.
Steps for the customer:
• Provide your order number and a short description of the missing item(s).
• Upload clear photos or videos showing the package contents and the condition of the outer packaging.
• Keep all original packaging so we can verify the issue.
• If any parts or accessories are missing, please remove all parts and lay them flat in one photo, following our example diagram, and also provide photos of the outer carton and shipping label. This helps us identify exactly which parts are missing.
Available resolutions:
- Free reshipment of the missing parts, and/or
- Free reshipment of the correct product, and/or
- Free replacement with another product of similar value, based on your preference, and/or
- A refund.
Customer-paid costs: 0
4. Issues Caused by Incorrect Address Information
Report-by deadline: no specific time limit.
If delivery fails because of information provided by the customer, such as an incorrect or incomplete address, a missed appointment, or the carrier being unable to contact you, the parcel may be returned to our warehouse.
Steps for the customer:
• After the package has been returned, please contact the Arborlen support team to arrange either reshipment to a corrected address or a refund after the returned goods are received and inspected.
Available resolutions:
- Assistance with arranging reshipment or processing a refund for the returned item(s).
Key condition:
• To keep our warehouse operating smoothly and efficiently, returned parcels can only be stored free of charge for a limited time, up to 14 days. After that free storage period, additional storage fees may apply. Daily storage fees depend on the package volume. If delivery fails due to address or contact problems related to the information provided, any additional long-term storage fees may be charged to the customer.
• If the returned goods are not reshipped to you or collected from the warehouse within 30 days after notification, the warehouse may dispose of the items without further notice. In that case, the goods will automatically be treated as abandoned and no refund will be issued.
• For large items shipped by LTL freight, the carrier will contact you before arrival to arrange a delivery appointment. We kindly ask that you stay in close contact with the carrier on the scheduled delivery day. This helps ensure smooth and timely delivery and helps avoid delays. If you miss the scheduled delivery appointment, a re-delivery fee will apply. For the first missed appointment, the fee may be up to 20% of the original order amount. If the appointment is missed a second time or more, the re-delivery fee will be based on the actual cost incurred.
Customer-paid costs:
• Redelivery or reshipment fees.
• Any additional storage fees for extended warehouse storage.
• For first-time missed-appointment redelivery or address-error redelivery, up to 20% of the order total may be charged. If the redelivery plus storage fee is less than 20% of the order total, only the actual cost incurred will be charged. If missed-appointment redelivery or address-error redelivery occurs a second time or more, both the redelivery fee and storage fee will be charged based on the actual cost incurred.
5. Change of Mind / Not Satisfied (Non-Quality-Related Returns)
We understand that a product may sometimes differ from what you expected. In these situations, our team will do its best to help you find a suitable solution.
Report-by deadline: within 30 days from the delivery date shown on the carrier’s tracking information.
Steps for the customer:
• Make sure the item is unused, unassembled, and in brand-new condition.
• Packaging: Arborlen suggests returning the item in its original packaging whenever possible to help prevent transit damage. If the original packaging is unavailable, please make sure the item is packed securely in suitable packaging.
• Provide your order number and a brief reason for the return.
• Optional: To speed up the process, you may provide photos of the item’s condition. If the parcel is unopened, photos of the outer carton are enough.
• If you opened the box but did not remove the product, please keep the product inside the box and provide photos showing the inside.
• If the product has been removed, please provide clear full-view photos or videos of the complete product.
Available resolutions:
• After we receive and inspect your returned item, Arborlen will process a refund or arrange an exchange according to your preference. Arborlen will reimburse all payments received from you, including the original delivery costs, except for any supplementary costs if you selected a type of delivery other than the least expensive standard delivery we offered.
Customer-paid costs and responsibilities:
• Return Shipping: For non-quality-related returns, such as a change of mind, you are responsible for the direct cost of returning the goods.
• Item Condition: You are responsible only for any reduction in the item’s value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
Items That Cannot Be Returned:
• Custom-made or made-to-order items.
Please inspect your items carefully before assembly. Although returns are accepted for items assembled only to verify their quality, we reserve the right to deduct a restocking fee for diminished value if the item is returned damaged, incomplete, or in a condition unsuitable for resale due to the assembly or installation process.
Frequently Asked Questions (FAQ)
1. When will I receive my refund?
Once you are eligible for a refund, Arborlen will process it within 2–4 business days using the same payment method you used originally, and Arborlen will notify you by email as soon as possible. We appreciate your patience while the refund is being processed. If you have any questions or concerns, contact the Arborlen support team.
• PayPal payments: PayPal usually reflects the refund in your account shortly after we complete processing.
• Credit cards (including Apple Pay, Google Pay, Airwallex): Your bank or card issuer may need additional time to post the refund to your statement. The exact timing depends on the issuer’s processing speed. It may take one billing cycle for the refund to appear on your credit card statement. During the return process, please do not file a chargeback with your card company, as that may delay refund handling. If you experience an unusual delay, contact the Arborlen support team for assistance.
• Bank transfer (wire transfer): If your original payment was made by bank transfer, you may choose to receive the refund either to a PayPal account or back to your bank account. For a bank-account refund, Arborlen will need the necessary bank details before processing can begin. Once we receive your bank information, the refund will be processed immediately. Please pay attention to messages from the Arborlen support team and provide your bank details promptly to avoid delays.
2. What if I miss the 7-day or 30-day deadline?
If you contact us after the standard 7-day period for damage, wrong item, or missing parts, or after the 30-day period for a change of mind, the available solutions may be more limited. However, you may still contact us and Arborlen will make every reasonable effort to help. Depending on the actual situation, Arborlen may still be able to provide advice, replacement parts, or other conditional solutions.