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.
Can I cancel or change my order even after it has been confirmed?
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.
How will I know if my order is confirmed?
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.
shipping
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.
Can my order be delivered to a PO Box?
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.
My order hasn't arrived. Who should I contact?
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.
gift cards
What is a Mountain Buggy® gift card?
A Mountain Buggy gift card is the perfect gift solution. A pre-loaded gift card with either EUR €25,00 €50,00 or €75,00 that can be used to purchase anything on our web store.
Where can I use my gift card?
A Mountain Buggy gift card can only be used on the store purchased. For example, if your gift card was purchased on our website for Europe, it cannot be redeemed on the New Zealand 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.
What is the expiry date for my gift card?
Gift cards expire after 5 years from date of purchase.
Can I choose my gift card amount?
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
Where is my gift card code?
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
How much is left on my gift card?
If you're unsure what amount is left on your gift card, please contact us here. 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.
I have more than one gift card. Can I use both in a single purchase?
Yes, you can use as many gift cards as you want on an order.
The value of the item I want is greater than my gift card amount, can I still purchase the item?
Yes. If the total order amount exceeds the balance of the gift card, you can simply use a different payment method to pay the remaining balance.
Can I return or refund my gift card?
All gift card purchases are final and cannot be returned or refunded under any circumstances. Gift cards are under no circumstances redeemable for cash.
I want to purchase a gift card worth more than €75,00. Can I do this?
While €75,00 is the maximum amount you can put on a single gift card, you can purchase multiple gift cards that add up to your desired amount.
Can I top-up my gift card?
Once a gift card is generated, the amount on the said gift card cannot be increased, however, you can purchase additional cards as needed.
My gift card was lost/stolen. What can I do?
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.
