Orders received and authorized by 12 pm EST (Monday – Friday) generally ship same day or the next business day. Orders received and authorized after 12 pm EST will ship the next business day.
*Priority orders placed before 12 EST may not ship that day for reasons including but not limited to: credit card processing errors, shipping and billing address verification, and inventory availability.
*Orders over $500 require a delivery signature.
Generally, we deliver within 5 business days. (Except Joolz Tailor customized strollers which require more processing time.) Shipping of these custom items can take up to 10 business days.
We are confident that you will love your Joolz stroller, however if for some reason you do not, we have a 30-day return policy. Unused items purchased from joolz.com may be returned in their original condition and retail packaging within 30 days of delivery for a full merchandise refund, excluding shipping fees.
Here’s how it works:
To request a return authorization, please contact customer care at Service.US@joolz.com, Monday through Friday, 8:30 am to 5:00 pm EST. From there a customer service representative will guide you through the return process.
If you would like to return a Joolz product, please keep in mind that the product must be unused and returned in the state you received it, including original packaging. If the product is damaged upon receipt of return, Joolz has the discretion to provide partial refunds.
In cases where the return is the result of an error by Joolz or the item arrives damaged or defective, original shipping charges are non-refundable and you are responsible for all return shipping costs. Joolz is not liable for returns that are lost in transit or returned to the incorrect address; please retain your return tracking information.
The refund amount will be reduced by 20% when:
- Orders/Items are refused upon delivery
- Returns are made without authorization
- Returns are made past the 30 =-day return window
- Returns that are not in original box or retail packaging
+ The Joolz Tailor Stroller is not refundable nor returnable. It is a final sale item since it is a personalized stroller. We are happy to provide servicing for your Joolz Tailor stroller if needed.
+ Replacement part orders placed with customer care cannot be returned for a refund or an exchange. All replacement parts are final sales.
We are happy to help you if you need assistance in using your Joolz stroller or a replacement part. Please contact customer care at Service.US@joolz.com Monday through Friday, 8:30 am to 5:00 pm EST.
We also have fun instructional videos for you to view on our YouTube page.
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