Frequently Asked Questions
Q: What is the maximum weight limit for the carrier?
A: Our Cross Country and Deluxe models have a total maximum weight of 40 LBS and a maximum child weight of 33 LBS. Our Canyonero and Urban Explorer models have a total maximum weight of 48 LBS and a maximum child weight of 42 LBS.
Q: What is the recommended age for the carrier?
A: The carrier is recommended for children who can fully sit up and support themselves without any assistance and is ideal for children between 9-48 months old or a minimum of 16 LBS.
Q: How do you clean the carrier?
A: You can spot clean the carrier with a damp cloth. The detachable drool pad (on selected models) can be machine washed?
Q: How long can the waist straps extend to?
A: Depending on the model, the waist straps could adjust up to 50”. Please refer to the product page for details.
Q: Is the seat height adjustable?
A: Yes, it is! The child’s seat includes straps that are fully adjustable. Tightening the straps will lift up the seat and loosening the straps will lower the seat.
Q: Where can I purchase replacement parts?
A: Some accessories can be purchased in our Accessories page. View to see if the parts you needed are listed there. If you do not see the part listed, please contact us email@example.com and we can gladly assist you further.
Q: How do I comfortably and safely wear the carrier?
A: To make the carrier more comfortable for both you and your baby, we recommend adjusting the carrier to where the child is sits higher and closer to your back. Then, you can tighten the straps accordingly and this will help distribute the weight evenly so it is not pulling to one side and it will relieve any pressure on your shoulders and back. Adjust the waist strap high on your hips so most of the weight is on your hips and not pulling on your back.
Q: Do you have expedited shipping?
A: If the desired carrier is in stock, you could receive your order within 1-4 business days, but if you need it sooner or need verification on when it could arrive, please contact us at firstname.lastname@example.org and we can provide you with a more accurate delivery date.
Q: What is your return policy?
A: Our return policy is 30 days starting from the delivery date. To be eligible, items must be returned in brand new unused condition, with all original product packaging (including tags), and any safety seals unbroken. The cost of any return shipping is the responsibility of the customer. If you wish to start the return process, please contact us at email@example.com and we can gladly assist you with return instructions.
Q: I received my order damaged! What do I do?
A: We are very sorry for any damages on your carrier! If you do receive your carrier damaged or defective, please send us photographs of the damages or defects to firstname.lastname@example.org and we can assist you in the most convenient way possible.
Q: What is the limited warranty, and how do I apply for the limited warranty?
A: Please view our Warranty page for our warranty details.