Shipping Policy

Orders received and authorized by 11:00AM PST (M-F) generally ship the same day. Orders received and authorized after 11:00AM PST will ship by the end of the next business day* *Priority orders placed before 11:00AM PST 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.

In general we deliver within 5 business days. Except customized items which cost more processing time. Shipping of these items can take up to 10 business days.

Return
Although we are confident that you will be amazed with your Joolz stroller, if for some reason you are not, you will have 30 days to return your product. Unused items purchased from this website may be returned in their original condition and retail packaging within 30 days of delivery for a full merchandise refund, not including shipping charges.

Here’s how it works:


To request a Return Authorization, please contact us at Service.US@joolz.com , Monday through Friday, 8:30 am to 5:00 pm ET. All returns require a Return Authorization. A customer service rep will guide you through the return process.

You will receive an e-mail confirmation with the return procedure. If you would like to return the product, please keep in mind that the product must be unused and returned in the state you received it, in the original packaging. Off course the product can be taken out of the packaging to see if it is according to your expectation. If the product is damaged there is a chance that you don’t get the full refund.

Except 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 will not be 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

Important notes:
+ The Tailor Stroller is not REFUNDABLE NOR RETURNABLE.  It is a final sale item since it is a personalized stroller.  You can request servicing of a tailor stroller.
+ Replacement part orders placed with our Consumer Services Department cannot be returned for a refund or an exchange. All replacement part sales are final.

Service

If you need assistance in using your Joolz stroller or a replacement part, please contact us at Service.US@joolz.com Monday through Friday, 8:30 am to 5:00 pm ET. A customer service rep will assist you with your issue.

Please note that we have instructional videos for our strollers on our YouTube page.