product faqs & contact
ordering
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?
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 over 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.
Puis-je annuler ou modifier ma commande même après qu'elle a été confirmée ?
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.
Comment puis-je savoir si ma commande est confirmée ?
You will receive an order confirmation email once payment is complete. If you do not see an email come through your inbox, please check your spam folder or contact us using the contact us form
expédition
How will my order be sent and how can I track it?
We will arrange for your order to be sent from within the country of delivery where we can, in most cases by courier. If we are shipping your order internationally, contact us to request tracking details if you need them. If you are based in the USA, feel free to call your delivery company directly at 1-800-GO-FEDEX to track your order. Be sure to have your delivery address on hand for the FedEx team.
Ma commande peut-elle être livrée à une boîte postale ?
No, unfortunately we can only deliver to a physical address. Buggies are big!
What are your dispatch and delivery time frames?
Orders will be processed and sent for dispatch the day they are placed, or the following business day for orders placed over the weekend. For delivery time frames, please read our shipping information.
Ma commande n'est pas arrivée. Qui dois-je contacter ?
We are often available on live chat - try this first as it is the fastest way to talk to us! Alternatively, send us an enquiry via the 'contact us' . Please provide your order reference number (e.g MB123456 and as much any other details as possible to prevent further delays.
limited warranty
What is your Warranty Policy?
Please refer to our warranty policy here.
How long will my product be covered under warranty and what would I do if I had a problem with my product?
Your product will be covered for manufacturing faults for up to one year from date of purchase. An extendable warranty is available with registration of your brand new product or by additional purchase.
If you have any problems with your product, contact our customer care team through our Contact Us form.
I just bought a new product! How do I register it and what are the benefits?
To register your products, please sign up and/or Log in. In addition to product registration, you can also access:
- order history
- online support with your products
- important notices for updates/recalls
When you register your products, you instantly gain an extended warranty valid up to 2 years after date of purchase. You'll also have a digital record of all your Mountain Buggy purchases and receipts in one location.
returns
Can I return items to you?
The returns policy outlines what options are open to you. If you need to organise the return, please fill out a webshop return here. Please note, any associated freight costs will not be refunded.
What is your webshop returns policy?
Please refer to our Returns Policy here.
cartes-cadeaux
What is a Mountain Buggy® gift card?
A Mountain Buggy gift card is the perfect gift solution. A pre-loaded gift card with either CAD $25, $50, or $100 that can be used to purchase anything on our web store.
Où puis-je utiliser ma carte-cadeau ?
A Mountain Buggy gift card can only be used on the store purchased. For example, if your gift card was purchased on our Canadian website, it cannot be redeemed on the Australian website and vice versa. As such, if you wanted to purchase a gift card for someone in another country, please ensure you purchase from the gift card user’s own country.
Quelle est la date d'expiration de ma carte cadeau ?
Gift cards have no expiry date from date of purchase.
Puis-je choisir le montant de ma carte cadeau ?
Gift card amounts are preset to convenient denominations that offer a range of values. You can purchase multiple vouchers if you wish to make up a certain figure. To see the amounts available, they can be seen on our gift card page here
Où se trouve le code de ma carte cadeau ?
On purchase, your gift card code will be emailed to the address used to purchase the gift card. Check your spam folder if you do not see the email. No email? Contact us here
Quel est le solde de ma carte cadeau ?
If you're unsure what amount is left on your gift card, please contact us here or on our live chat. We can check the remaining balance on your gift card, along with its expiry date. Please have the last 4 digits of your gift card code on hand when inquiring.
Que puis-je acheter avec ma carte-cadeau ?
Tous les articles disponibles sur notre boutique en ligne peuvent être achetés avec une carte-cadeau. Veuillez noter que les cartes-cadeaux ne peuvent être échangées que dans la région où elles ont été achetées à l'origine. (Par conséquent, si vous souhaitez acheter une carte-cadeau pour quelqu'un d'autre dans un autre pays, veillez à l'acheter dans le pays de l'utilisateur de la carte-cadeau).
J'ai plus d'une carte-cadeau. Puis-je utiliser les deux pour un seul achat ?
Oui, vous pouvez utiliser autant de cartes cadeaux que vous le souhaitez sur une commande.
La valeur de l'article que je désire est supérieure au montant de ma carte-cadeau, puis-je quand même acheter l'article ?
Si le montant total de la commande dépasse le solde de la carte-cadeau, vous pouvez simplement utiliser un autre mode de paiement pour régler le solde restant.
Puis-je retourner ou rembourser ma carte-cadeau ?
Tous les achats de cartes-cadeaux sont définitifs et ne peuvent en aucun cas être retournés ou remboursés. Les cartes-cadeaux ne peuvent en aucun cas être échangées contre des espèces.
Je souhaite acheter une carte-cadeau d'une valeur supérieure à 100 dollars. Puis-je le faire ?
Bien que le montant maximum que vous puissiez mettre sur une seule carte-cadeau soit de 100 $, vous pouvez acheter plusieurs cartes-cadeaux qui s'additionnent pour atteindre le montant désiré.
Puis-je recharger ma carte cadeau ?
Une fois qu'une carte-cadeau est générée, le montant de cette carte ne peut pas être augmenté, mais vous pouvez acheter des cartes supplémentaires si nécessaire.
Ma carte-cadeau a été perdue ou volée. Que dois-je faire ?
We’ve very sorry to hear about your gift card. Unfortunately, we cannot replace gift cards if their code has been stolen or misplaced. We can, however, resend the code for unused gift cards to the original purchaser’s email address.
