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Webshop FAQs

If the answer to your problem is not below, please visit  phil&teds Support site  or  contact us directly .

 

Frequently Asked Questions

? 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 .

? 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.

? Can my order be delivered to a PO Box?

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

? 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.

? 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.

 

vibe front wheel replacement

 

? 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.  

 ? Are the products in the  Outlet store  seconds?

 A. Unless otherwise stated, products in the Outlet section have never been used. They're just a great bargain, 'cos we're good like that!

? 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.

? 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.

? 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.

? 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.

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.

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