Shipping Policy

Orders received and authorized by 1 pm EST (Monday – Friday) generally ship same day or the next business day. Orders received and authorized after 1 pm EST will ship the next business day.Priority orders placed before 1 pm 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.

What if my order is missing an item or I received the wrong product?

After purchase please make sure to track your package once you receive your Fedex tracking # and check your package immediately upon receipt. If you are missing a product, please contact the Joolz USA Customer Service Dept within 48 hours of delivery. Joolz USA will investigate and will work with you on a resolution.

30-Day Satisfaction Guarantee

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.  Please note that final sale items are excluded from the 30-Day return policy as final sale items are not returnable/refundable.  The 30-Day Satisfaction Guarantee follows the same guideline as the return policy.

Joolz USA Return Policy:

If you are not 100% satisfied with your purchase, you can return your order within 30 days after the product was received in order to get a full refund (excluding shipping fees). In the case that you would like to return the product, please keep in mind the product must not be used and must be returned in the state you received it (no damages or scratches, with original labels, user instructions, guarantee leaflets and other hangtags and wrappings) and preferably in the original packaging to prevent further damage while in transit. Of course, the product can be taken out of the packaging to see if it meets your expectations. However, if the product is damaged while trying it, there is a chance that you may not get a full refund.

Here’s how it works:

  1.  Please email our Joolz USA Customer Service department for a return authorization, please contact customer care at Service.US@joolz.com , Monday through Friday, 8:30 am to 5:00 pm EST
  2.  Specify your order number and the style # you would like to return.  Please also provide a reason for your return to help us better understand.
  3.  A Joolz Customer service agent will create a pre-paid FedEx return label to be added to the package. Please also include a copy of the RMA slip provided by the agent in the return package.
  4.  The return shipment can be dropped off at any authorized FedEx location.  Please click here to find your nearest location.

The refund amount will be reduced by 20% when:

  • Orders/Items are refused upon delivery
  • Returns are made past the 30 day return window
  • Returns are made without authorization
  • Returns that are not in original stroller box or retail packaging

Important notes:

  • 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.
  • Items that are on Final Sale are not refundable nor returnable.  We might be able to exchange to a similar price item.
  • Replacement part orders placed with customer care cannot be returned for a refund or an exchange. All replacement parts are final sales.

How and when do I receive my refund?

Once your merchandise is received at the warehouse, it will be processed and reviewed.  This usually takes 2 business days after receipt.  Afterwards, the return information is provided to our finance department for processing. The refund will be returned in your original payment method.  If you paid for your order by credit card or PayPal, the money will be refunded to the account that was used for the original payment. The complete refund process usually takes within 3 to 5 business days from the date that the item was received back at the warehouse. Please know once the refund has been triggered, it may take up to 3 to 7 business days to have it reflected on your credit card or PayPal account.

Service

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.  You can also call at 1-844-656-1699.  Please l

We also have fun instructional videos for you to view on our YouTube page.