Return & Exchange PolicyUpdated 2 days ago
Your kid might not have a return policy, but we sure do! We offer a 30-day trial period so you can test out Zoe products in the convenience and comfort of your own home. The goal of this policy is to let you test drive the stroller in your home and truly *feel* how awesome our products are. We know that sometimes you just need to see it for yourself and experience the ease, comfort, and simplicity of Zoe. Please be mindful of keeping items in new condition and avoid using strollers outdoors to ensure a full refund.
What’s in the Guide:
- What can I return?
- Refund Information
- How do I start my return?
- Exceptions
- Contacting Zoe Support
- Returns
What can I return?Most Zoe products can be returned or exchanged within 30 days of purchase for a full refund or credit of the purchase price. Returned items must be in brand new condition, unused, unscratched, without wheel tread scuff marks, and with original tags and packaging. |
What are my return options? Changed your mind? No judgment here. Kids change theirs every 20 minutes. When you start your return, you'll choose the option that works best for your family:
How do instant exchanges work? No waiting around for your original item to make it back to our warehouse. With instant exchanges, we ship your new item as soon as your exchange is approved, so you're back to strolling in no time. When you place your exchange, a temporary $1 hold will be placed on your card. This is just a placeholder, not a charge. Drop your original item off with the carrier using the prepaid label within 30 days of submitting your return request, and the hold is automatically released. If your original item isn't dropped off within those 30 days, your card will be charged the full price of your exchange item. Life with little ones gets busy, so set a reminder! Your original item still needs to meet our return guidelines. If it comes back used or scuffed, restocking fees may apply and be charged to the payment method on file. Instant exchanges are available within the contiguous United States only. Why choose store credit? Because we'd love to keep you in the Zoe family. Choose store credit instead of a refund and we'll add an extra $10 to your return value as soon as your return is received and inspected. Put it toward your next stroller, a new accessory, or that cup holder you swore you didn't need. Your store credit is good for 2 years from the date it's issued, and if you miss that window, we can reactivate it for up to 5 years. Please note: gift returns are issued as store credit only and aren't eligible for the $10 bonus. |
What will be refunded, and when will I get my refund?We provide free return shipping, but your original Ground, Express, and/or Overnight shipping charges will not be refunded. As long as everything you return is in perfect condition, you'll get a full refund for your purchase. On the crazy chance your item looks like it's been taken around the block (or across the country), a restocking fee of up to 50% may be applied. Examples of restocking fees include $25 for used wheels, $25 if not returned with all original packaging, and $25 if the item requires cleaning due to pet hair, messy kid hands, etc. If your item can't be accepted for a refund under the terms of our return policy even with a restocking fee, a member of our Customer Experience team will reach out to see whether you'd like the item shipped back to you or would like a partial store credit. We try to catch all of these during the returns approval process, but there are a few exceptions. Refunds will only be credited to the original form of payment, or issued as store credit. If you choose to return a gift, please note the refund will be issued as store credit only. Zoe store credits are good for 2 years from the date it's issued. Life got busy and you missed the window? Reach out to us within 5 years of the date your credit was issued and we'll reactivate it for you. Once your returned item is received and inspected, you'll be notified via email. If approved, the refund will be processed within 5 working days of approval. You'll receive an email notification when your refund is processed, though it may take some time for the credit to appear on your credit card statement. |
How do I get started with my return?Starting a return or exchange is easier than ever. Just head to our returns portal, choose your option, and we'll take it from there. Returns that meet the requirements in our policy get a prepaid shipping label. Please note: If you ship a stroller back to us as a return, you assume the risk of shipping the stroller. If it's lost in transit or damaged upon arrival, we aren't responsible for replacing the stroller, and will only award refunds based on the condition of the stroller we receive. |
Are there any exceptions I should know about?We love our long-distance friends (and we'd love to come visit you, Hawaii moms), but unfortunately, we don't offer exchanges, including instant exchanges, for locations outside the contiguous (mainland) United States, including Hawaii, Alaska, and international addresses. Any orders from these areas that need an exchange must be returned for a refund, then re-purchased. Crazy coupon ladies and discount shoppers, this one's for you: items purchased during significant sale events such as Warehouse Sales or Black Friday / Cyber Monday may not be eligible for returns. Be sure to check the terms of special discount offers before purchasing, as those items may be final sale. Gift cards are also non-refundable. |
Purchased from another site?Babylist Orders - submit a return request here TikTokShop Orders - go to your orders in your TikTok Shop profile, select your order, and tap Request Return/Refund. |
Need Help? We're Here!Zoe's world-class Customer Experience Team is here to help you every step of the way. If you have questions of any kind, please do not hesitate to reach out. Find us on chat most weekdays, text us (866-701-1720), or send us an email ~ [email protected]. |