Support

If the answer to your problem is not below, please visit the MountainBuggy Support Site or contact us directly.

Frequently Asked Questions

? I can't wait to get my order! When can I expect it?

A. Orders will be processed and sent for dispatch the day they are placed, or the following business day for orders placed over the weekend. If you've placed an order from our Europe or 'rest of world' region, or we're shipping to you in Western Australia, please allow 7-10 business days from the date the order is placed. If we expect any delays getting your order to you, we'll let you know. 

? Can I backorder an out of stock product? 

A. Our key products can now be backorderd for immediate shipping when available, click on the link at the product page to place your backorder. For those products that cannot be backordered, our stock levels are constantly updated so please keep checking in!

? Can my order be delivered to a PO Box address?

A. No, we can only deliver to a physical address.

? How will my order be sent and can you provide tracking details?

A. We will arrange for your order to be sent from within the country of delivery where we can, in most cases by courier. If you are ordering from the USA or from the 'rest of world' region, your tracking details will be sent to you via email once your roder is on its way. If you are based in the USA, feel free to call your delivery company directly at 1-800-GO-FEDEX with any delivery enquiries. Be sure to have your delivery address on hand for the FedEx team.

? How long will my product be covered under warranty and what would I do if I had a problem with my product? 

A. Your product will be covered for manufacturing faults for up to one year from date of purchase. If you have any problems with your product, contact the customer care team in your area through the Support section of our website, or send us an email at webshop@mountainbuggy.com.  

 ? Are the products in the Sale section seconds?

A. Unless otherwise stated, products in the Mountain Buggy Sale section have never been used. They're just a great bargain!

? Oops! I ordered the wrong thing! Can I return this to you?

A. No worries! You can return your order for a refund of the cost of the product., provided it is returned in saleable condition (at the discretion of our warehouse team) in its original packaging. Get in touch with us by emailing webshop@mountainbuggy.com for your local warehouse address should you need to return your order. Please note, any associated freight costs will not be refunded and your item must be returned within two weeks of it having arrived at your place!

? I've changed my mind! Can I cancel my order even after it has been confirmed?

 A. Although we'll do our best to cancel your order for you, because they are automatically processed and sent off to you asap, we can't always catch them in  time. If you decide to cancel your order and we haven't been able to catch it in time, all associated freight costs including any failed delivery fees (for a refused order) will be deducted from what is refunded to your account.

? What dollar currency am I viewing?

A. The dollar currency you are viewing depends on where you are based. If you are in New Zealand, you are viewing NZD, Australia - AUD, Canada - CAD, USA and 'rest of world' region  - USD.  

? I'm ordering from the 'rest of world' region, will I be charged any additional fees and what other things do I need to consider?

A. The cost of freight is included in the cost of the product as listed in the 'rest of world' region on the webshop, we will not charge you any additional fees on top of this. Your order will be shipping from New Zealand and you may be charged duty fees payable to your local customs office on arrival. We have no influence on these fees, they will be your responsibility to cover and we therefore recommend you look into this before placing your order. Your local customs office should be able to answer any queries you may have. Your order will be delivered to the delivery address provided by you (please ensure the contact phone number is that of the recipient of the package) and you will receive tracking details via email from our carrier once your order is on its way.