Shipping & Returns
SHIPPING AND CUSTOMS
When will my order be processed?
We have a warehouse in the United States and in China. These are where all our orders are handled and shipped. Please allow extra time for your order to be processed during the holidays and sale seasons.
We process orders everyday of the week! Orders will be processed within 2-4 days from the order date and shipped the next day after the processing day . Please note that we don't ship on weekends, but are working on changing that soon.
How long will it take to receive my order?
Once you place your order, please allow 2-4 days to process your orders. After that, it will take 1-3 weeks for delivery in the United States, and 2-4 weeks for international orders (depending on location).
How can I track my order?
There will be a Shipping Confirmation Email that will be automatically sent to you when your product is out for delivery. This Email will have your tracking number provided. Copy your Tracking Number and navigate to our Track Your Order Page. Paste your number and click Track.
Will I be charged with customs and taxes?
The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.
Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.
Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
HOW DO I RETURN AN ITEM?
If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order.
Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.
Only items purchased directly from StrollerSolutions will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns.
Acceptable Returns include items lost in transit after 8 weeks, damaged items, the wrong items shipped.
Returned items must be in original packaging, including any accessories, manuals, and documentation.
Returned items must be unused, in the same condition that we sent it to you, and in their original packaging. Stains, folded cards, broken seals/ plastic foiling broken will not be accepted. If the condition of the product shipped back to us is not in acceptable condition we reserve the right to not refund or exchange. If the product comes damaged, please provide photo/video evidence. Products that have been personalized cannot be refunded or exchanged.
Non-returnable items include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandling.
Returns made without receipt may be refused. StrollerSolutions reserves the right to deny any return.
WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?
Did you receive a faulty unit, or the wrong product? Simply not satisfied with your order?
Please contact our Customer Support team (Contact Us Page) to start the return process. Please include the following information:
• Order number
• Proof of purchase
• Video or photo of the faulty product (if applicable)
• Complete delivery address
• Contact telephone number
In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.
HOW LONG IS THE RETURNS PROCESS?
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
For returned items, a full refund will be credited for defective products. Refund excludes all shipping and handling fees.
WHEN WILL I RECEIVE MY REFUND?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
If you haven't received a credit for your return yet, here's what to do:
Contact the bank/credit card company. It may take some time before the refund is posted to your account.
HOW DO I CHANGE OR CANCEL MY ORDER?
Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made. Please note that any orders that have already been packed or shipped cannot be modified or cancelled.