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Return & Exchange Policy

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 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 will be refunded, and when will I get my refund? 

While we do provide free return shipping, 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, $20 if not returned with all original packaging, $25 if item requires cleaning due to pet hair / peanut butter kid hands / etc. If your item cannot 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 if you would like the item shipped back to you, or if you would like to receive 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.

Once your returned item is received and inspected, you will be notified via email. If approved, the refund request will be processed within 5 working days after approval. You will receive email notification of the refund when processed; however, it may take some time for this credit to appear on your credit card statement.

 

How do I get started with my return?

We will provide a prepaid shipping label for returns that meet the requirements in our policy. 

You can start a return by clicking on the link below:

Request a Return or Exchange Authorization

Please note: If you ship a stroller back to us as a return, you assume the risk of shipping the stroller. If it is 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 that 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 process Exchanges from locations outside the contiguous (mainland) United States including Hawaii, Alaska, or international addresses. Any orders that need to be exchanged from these areas must return for a refund, then re-purchase. 

Crazy coupon ladies & discount shoppers, this one's for you: please note that 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. 

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