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FAQs

Webshop orders

Q.  I want my order now! When can I expect it?

A.  Orders for items that are in stock 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 where you are, have a read of our  shipping information .

Q.  Can I backorder a product that's not in stock? 

A.  Absolutely! You can order any current line product whether it's physically available to ship or not. Take a look at the shipping time frame indicated on the product page to see whether you're 'placing a backorder' or if your product is available to send immediately.

Q.  Can my order be delivered to a PO Box?

A.  No, unfortunately we can only deliver to a physical address. Buggies are big!

Q.  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 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.

Q.  What version vibe front wheel do I need to order?

A.  Use our guide below to help you identify what wheel you need. The shaft of your wheel is the top part that slides into the nose of your buggy, as per the diagram on the left. If you have a 47mm shaft with a flat jbar for example, you will need wheel PT-Vwheelfv1. See image  here.
 

Q.  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.

Q.  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. Register your return by completing our  webshop returns form online . Your customer care team will be in touch within a day or 2 with further instructions.

Q.  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. Orders in the US and Canada cannot be cancelled or revised once submitted. 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.

Q.  Why do you mention that the storm cover is not included with the double kit? Should this be included?!

A.  In some markets, a double storm cover is included with your double kit however on our webshop, you will need to order your cover separately.

Q.  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.  Your order will be shipping from New Zealand, 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.

Q.  What is your company registration number?

A.  The selling entity for the phil&teds webshop is phil&teds New Zealand, registration number NZBN: 9429038641503. Our registration number for the European market is Europe BV: 819731614.

Q.  Your site seems to be displaying incorrect information?

A.  Though we try to keep our content the same across all media, information may differ for you. We welcome your feedback to correct any issues but hold no legal responsibly for incorrect content display.

 

About our products

Q.  What car seat adapter works with my stroller?

A.  See our travel system matrix  here .

Q.  Where can I locate a retailer that stocks your products?

A.  You can find our store locator  here .

Q.  Can I use a different model’s double kit for my buggy?

A.  Some of our double kits will work on other models as well however we do not recommend this as these have not been safety tested by us. We always recommend using the double kit that was designed specifically for your buggy.

Q.  Where can I find the serial number/ manufacturing date of my product?

A.  Please search for 'serial number' via ' Ask us a question ' and you will see images of where these can be found.

Q.  I'm having difficulties pressing down the nib springs on my traveller v3 to disassemble the frame? 

A.  The nib spring is for location only, it is not needed to apply pressure to this. Simply pull and the rods will come apart. 

Q.  What are the differences between Navigator v1 and v2?

A.  The main difference between these versions is the brake; the v1 has a paddle brake whereas the v2 has an autostop handle bar brake. There are also differences in the seat recline adjustment and dimensions. You can use the same accessories for both models with the exception of using the double kit in the rear facing mode with the v1. The v2 also offers the option of using selected car capsules with a travel adapter in the double kit position at the rear. Navigator v2 double kit now also has a mouldable head support and it comes with a double kit sun mesh. The v2 double kit is compatible with both versions of the buggy. 

Q.  Can I still get a double kit for my explorer buggy?

A.  Absolutely – these are available from our webshop. Alternatively you are able to order these via most of our stockists.

Q.  My buggy is no longer sold, can I still get accessories and parts for it?

A.  Yes - we have limited accessories and parts available for many of our legacy models on our webshop.

Q.  My smart makes a clicking sound when I push it?

A.  Firstly, ensure that the brake is fully 'off'. If the clicking is coming from the left hand side you can adjust the brake cable by rotating the adjuster in the centre of the linking cable and this should correct the issue.  

 

Car seats

Q.  When should I remove the lumbar support cushion and the seat liner from the car capsule? 

A.  There are no firm rules based around age on this however we can offer guidelines that will help you make a decision. The level of the harness straps should sit level or just below the baby's shoulders - you'll also need to make sure that the baby's bottom is sitting snugly within the capsule so that the bottom part of the harness is also fitting correctly and not pulling tight. Removing the lumbar support generally happens any time between one month and three months on average and the decision on when to do so depends on the individual circumstances and the size of the child. If you are unsure at any point, contact a certified installer or your retailer for advise. 

Q.  There is a lot of movement in my car seat?

A.  This can sometimes be caused by the fabric that is used on the cars car seat, such as leather, PU or slippery polyesters. We recommend using a car seat restraint liner or a bath towel underneath the seat. If this does not help, please make contact with a car seat restraint technician/installer who can assist with options to lessen the movement.

Q.  My baby’s head falls forward in the car seat?

A.  If the degree of the car seat restraint is not at the desired 45 degree angle required this may occur due to the shape or sloping back of the actual car’s seat. Space fillers can be used and we would recommend you seek assistance from a car seat restraint technician/installer for the best option for your car and for your child restraint.

Q.  At what level should the harness straps be for my child in the rear facing position?

A.  For our car seats the straps should be even or just below the child's shoulders.

Q.  At what level should the harness straps be for my child in the forward facing position?

A.  The straps should be even or just above the child's shoulders.

 

Warranty, repairs and spare parts

Q.  What’s the warranty on my product?

A.  All of our product have a 12 month warranty from the date of purchase. You can find our policy on warranty here .

Q.  How can I lodge a warranty claim?

A.  A warranty claim can be lodged directly with the retailer you purchased your product from, or alternatively, you can visit the support section on our website here .

Q.  There is a rip on the handle bar of my buggy, is this covered under warranty?

A.  The handle foam is not covered under our warranty as this is subject to wear and tear. Replacement handles are available for purchase from our webshop ('buy parts' section).

Q.  I need to get my buggy repaired, is this possible?

A.  We do not have authorised repair agents however we have parts available so that most issues can easily be resolved at home. As buggies operate is a similar way to bikes, many bike shops may be able to assist with repairs as well. Check the parts section on our webshop.

Q.  How can I purchase a spare part? 

A.  See the available parts on our webshop here .

 

General care and tyre maintenance

Q.  Where can I find instructions for my product?

A.  You can download instructions from here .

Q.  How do I inflate and look after the wheels of my buggy?

A.  We recommend inflating with a manual pump to a max of 22psi. The correct tyre pressure is essential to best maintenance and experience of your buggy. Inflation by a compressor pump is discouraged as this may damage the wheel. If you get a flat tyre and reinflation does not help, replacement inner tubes, tyres and wheels are available for purchase from our webshop. Some punctures may be able to be repaired with a bicycle puncture repair kit.
If the buggy is used in exposed environments such as salt water, salt spray or beach sand, wash any steel parts of the buggy by hosing the buggy or use warm soapy water, dry thoroughly and protect by spraying with light aerosol can oil, eg WD40® or CRC®.

Q.  How do I clean the seat fabric of my buggy?

A.  Brush off any excessive dirt or sand and rinse with lukewarm water. Fabric can be removed and washed by hand using a mild natural soap solution in lukewarm water (no more than 38°C/100°F). Rinse thoroughly. DO NOT tumble dry or dry in strong sunlight. To avoid fabric fading, cover the buggy if it is exposed to direct sunlight through glass e.g. in a car or if stored in exposed areas.
 

 

If the answer to your problem is not here, please ask a question in our knowledge base .

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