Standard return periods:
7 days for damaged, incorrect, or incomplete items
30 days for change-of-mind returns
Before returning any item, please contact our Customer Service team at support@arborlen.com .
Please keep all original packaging, as it may be required to verify the issue and to arrange safe return shipping where necessary.
Return Window & How to Start a Return
Our standard return period is 30 days for each individual item, calculated from that item’s actual delivery date as shown on the carrier’s official tracking page, rather than from the delivery date of the entire order.
If the return request is submitted after the tracking information shows that the item has been delivered for more than 30 days, we regret that we cannot accept the return.
To avoid unnecessary delays or additional charges, please contact our Customer Service team at support@arborlen.com before sending any item back.
If your return request is approved, our Customer Service team will provide a detailed checklist specifying the photos or videos that must be submitted. The checklist will also include examples of the required file types, such as a clear photograph of the product tag, so that the return process is as clear and straightforward as possible.
We will review your circumstances, explain the available options, and provide both a return authorization and the correct return address.
Please do not send any item back before receiving our authorization. Products must also not be returned to the address shown on our website or to the address printed on the original shipping label, as those addresses are not authorized return centers.
Returns sent without prior authorization will not be accepted and may affect your eligibility for a refund.
If you are uncertain whether your order or item qualifies for a return or replacement, please contact us before taking further action. Our team will review the situation and recommend the most appropriate available solution.
1. Shipping Damage
If your item arrives damaged, we will work with you to resolve the issue.
Submission deadline: Please contact us within 7 days of the delivery date shown in the carrier’s tracking information. Reporting the issue within this period allows us to submit claims to the carrier and provide the most suitable solution.
What You Need to Do
Provide your order number and a brief description of the problem.
Submit clear photos or videos showing both the issue and the condition of the outer packaging.
Keep all original packaging so that we can verify the issue and arrange safe return shipping if necessary.
If more than one item is damaged, provide either one group photograph showing all affected products or one video that clearly shows every affected item and issue.
What We May Offer
Depending on your circumstances, we may provide one or more of the following:
Free replacement of damaged parts; and/or
Free reshipment of a new product; and/or
Free replacement with another product of similar value, according to your preference; and/or
A refund.
Our Customer Service team will review the case with you and explain the available options so that you can choose the solution that best suits your situation.
Your cost: $0
Please do not arrange any repairs without our prior authorization.
If you independently hire a repair service before receiving our written approval, we will not be able to reimburse those repair expenses.
2. Incorrect Item Sent
Submission deadline: Please contact us within 7 days of the delivery date shown in the carrier’s tracking information.
What You Need to Do
Provide your order number and a brief description of the issue.
Submit clear photos or videos showing the incorrect item and the condition of the outer packaging.
Submit clear photographs of all labels on the outer cartons.
Keep all original packaging so that we can verify the issue.
What We May Offer
Depending on the circumstances, we may provide one or more of the following:
Free reshipment of the correct parts; and/or
Free reshipment of the correct product; and/or
Free replacement with another product of similar value, according to your preference; and/or
Free carrier pickup of the incorrect item; and/or
A refund.
We will review these options with you so that you can choose the most convenient solution.
Handling the Incorrect Item
After our Customer Service team has reviewed and confirmed the case, we will inform you whether the incorrect item may be discarded, kept, or temporarily retained until the carrier collects it.
Please do not dispose of the incorrect item before verification has been completed, as doing so may affect the final refund amount.
Your cost: $0
3. Missing Parts / Items
Submission deadline: Please contact us within 7 days of the delivery date shown in the carrier’s tracking information.
What You Need to Do
Provide your order number and a brief description of the missing item or items.
Submit clear photos or videos showing the package contents and the condition of the outer packaging.
Keep all original packaging so that we can verify the issue.
If any parts or accessories are missing, remove all available parts and lay them flat in a single photograph according to our example diagram. You must also provide photographs of the outer carton and shipping label. This helps us identify precisely which parts are missing.
What We May Offer
Depending on the circumstances, we may provide one or more of the following:
Free reshipment of the missing parts; and/or
Free reshipment of the correct product; and/or
Free replacement with another product of similar value, according to your preference; and/or
A refund.
Your cost: $0
4. Issues Caused by Incorrect Address Information
Submission deadline: No specific time limit.
If delivery fails because of information or circumstances attributable to the customer, including an incorrect or incomplete address, a missed delivery appointment, or the carrier being unable to contact you, the parcel may be returned to our warehouse.
What You Need to Do
Once the package has been returned, please contact our Customer Service team to arrange either:
What We Offer
Please Note
Returned parcels may only be stored free of charge for a limited period of up to 14 days in order to support efficient warehouse operations.
After the free storage period expires, additional storage charges may apply. Daily storage fees are determined according to the volume of the package.
If delivery fails because of address or contact information provided by the customer, any additional long-term storage charges 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 such circumstances, 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 schedule a delivery appointment.
Please remain in close contact with the carrier on the scheduled delivery date. This helps support timely delivery and reduce avoidable delays.
If you miss a scheduled delivery appointment, a redelivery fee will apply.
For the first missed appointment, the fee may be up to 20% of the original order amount.
If the delivery appointment is missed a second time or on any subsequent occasion, the redelivery fee will be calculated according to the actual cost incurred.
Your Costs
You are responsible for:
Redelivery or reshipment fees.
Any additional storage charges resulting from extended warehouse storage.
For the first redelivery caused by a missed appointment or address error, a charge of up to 20% of the total order amount may apply.
If the actual combined redelivery and storage charges are less than 20% of the order total, only the actual amount incurred will be charged.
If redelivery caused by a missed appointment or address error occurs for a second or subsequent time, both the redelivery fee and storage fee will be charged based on the actual costs incurred.
5. Change of Mind / Not Satisfied
Non-Quality-Related Returns
We understand that a product may occasionally differ from what you expected. In such circumstances, our team will do its best to help you find an appropriate solution.
Submission deadline: The return request must be submitted within 30 days of the delivery date shown in the carrier’s tracking information.
What You Need to Do
Ensure that the item is unused, unassembled, and in brand-new condition.
Packaging: We recommend returning the item in its original packaging whenever possible to help protect it from damage during return transportation. If the original packaging is unavailable, the item must be securely packed in suitable alternative packaging.
Provide your order number and a brief explanation of the reason for the return.
Optional: To help speed up the process, you may submit photographs showing the item’s condition. If the parcel remains unopened, photographs of the outer carton are sufficient.
If you opened the box but did not remove the product, please leave the product inside the box and provide photographs showing the interior.
If the product has been removed from the packaging, provide clear full-view photographs or videos showing the complete product.
What We Offer
After we receive and inspect the returned item, we will process a refund or arrange an exchange according to your preference.
We will reimburse all payments received from you, including the original delivery costs, except for any supplementary costs resulting from your selection of a delivery method other than the least expensive standard delivery option offered by us.
Your Costs & Responsibilities
Return Shipping:For non-quality-related returns, including returns resulting from 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 resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
Items That Cannot Be Returned
Please inspect your items carefully before assembly.
Returns are accepted for products assembled solely for the purpose of verifying their quality. However, we reserve the right to deduct a restocking fee for diminished value if the returned item is damaged, incomplete, or in a condition unsuitable for resale as a result of the assembly or installation process.
Frequently Asked Questions (FAQ)
1. When Will I Receive My Refund?
Once you are eligible for a refund, we will process it within 2–4 business days using the same payment method originally used for the purchase.
We will notify you by email as soon as the refund has been processed.
We appreciate your patience while the refund is being completed. If you have any questions or concerns, please contact us.
PayPal Payments
PayPal will usually reflect the refunded amount in your account shortly after we complete the refund process.
Credit Cards, Including Apple Pay, Google Pay, and Airwallex
Your bank or card issuer may require additional time to post the refund to your statement after we process it.
The exact timing depends on the issuer’s processing procedures and may take one billing cycle before the refund appears on your credit card statement.
During the return process, please do not initiate a chargeback through your card provider, as doing so may delay the handling of your refund.
If you experience an unusual delay, please contact us for assistance.
Bank Transfer / Wire Transfer
If your original payment was made by bank transfer, you may choose to receive the refund either:
If you choose a bank-account refund, we will require the necessary bank details before processing can begin.
Once we receive the required banking information, the refund will be processed immediately.
Please monitor communications from our Customer Service team and provide the requested bank details promptly to avoid unnecessary delays.
2. What If I Miss the 7-Day or 30-Day Deadline?
If you contact us after the standard 7-day period for damaged items, incorrect items, or missing parts, or after the 30-day period for a change-of-mind return, the solutions available to you may be more limited.
However, you may still contact arborlen, and we will do our best to assist you.
Depending on the specific circumstances, we may still be able to provide advice, replacement parts, or other solutions subject to applicable conditions.
