FAQ

Last updated on: Jul 16, 2012

Questions


Answers

Gift Cards
  1. Does Orbit Baby offer gift cards?

    We apologize, but currently we do not offer gift cards.

    Orbit Custom Sidekick
    1. What is the Orbit Engraved Sidekick?

      The Orbit Engraved Sidekick is a unique engraving service provided by Orbit Baby. You now have the ability to make the Sidekick Stroller Board as unique as your family is. Currently, this service is only available for the Sidekick Stroller Board.

    2. What does your 100% Satisfaction Guarantee cover for engraved products?

      Our guarantee is that your product is exactly what you expected when you place the order. Although we do not accept returns on engraved products we do guarantee your satisfaction. You have 30 days upon receipt of the product to inspect the engraving.

    3. What do I do if my engraved product order is incorrect?

      We offer a 100% satisfaction guarantee on our engraved products. Should you find an error please contact us at support@orbitbaby.com within 30 days of receiving your product. If the engraving is different than your order please contact our support department at support@orbitbaby.com or 877-ORB-BABY. We will ask for a digital photo. Once the error is confirmed we will send you an engraved replacement with a pre-paid return label to send the incorrect product back to us.

    4. What is the warranty for engraved products?

      The warranty is the same as for the non-Orbit Custom product.

    5. How long will it take for my engraved product to arrive?

      In addition to your preferred shipping option an additional seven calendar days are needed to engrave your Sidekick Stroller Board. For example, if you choose UPS Second Day Air (2 days) your product will arrive in nine calendar days.

    6. What is the return policy and satisfaction guarantee for engraved products?

      100% Satisfaction Guarantee. Although we do not accept returns on engraved products we do guarantee your satisfaction. You have 30 days upon receipt of the product to inspect the engraving. If the engraving is different than your order please contact our support department at support@orbitbaby.com or 877-ORB-BABY. We will ask for a digital photo. Once the error is confirmed we will send you an engraved replacement with a pre-paid return label to send the incorrect product back to us.

    Ordering
    1. How is sales tax calculated for my order?

      We add sales tax to all orders shipped to addresses in California, based on the current tax rate of 9.75% in Alameda County. We apologize, but we cannot make county-specific adjustments at this time.

    Questions with no topic
    1. What if my question isn't answered here?

      If you have any questions about your order or products you have already received, please send us an email at support@orbitbaby.com, or call us at 1-877-ORB-BABY (1-877-672-2229). Thank you.

    Order Tracking
    1. How do I track my order?

      You'll receive a shipment confirmation when your order ships. If applicable, a UPS tracking number will be included.

    Shipping
    1. What is flat rate shipping?

      Flat rate shipping is the fixed shipping charge for orders meeting predetermined criteria. We are currently offering $10 flat rate UPS ground shipping for orders greater than $150. This offer is available for delivery to United States shipping addresses. Does not apply to Alaska, Hawaii, APO, FPO or DPO addresses.

    2. When will my order ship?

      If an item is not on backorder, it should ship within 48 business hours. Standard shipping via UPS Ground is 3-7 days.

    3. Do you ship outside of the United States?

      We apologize, but Orbit Baby currently does not ship products outside of the United States directly to customers. We are unable to process credit cards that have billing addresses located outside of the United States.

    4. Do you ship to APO, FPO, or DPO addresses?

      We apologize, but Orbit Baby currently does not ship products to APO, FPO, or DPO addresses.

    5. Will all the items in my order ship together?

      If you have ordered multiple products they will all ship out at the same time. If for some reason one or more of your products are on back order we will hold the order until all products are available to ship.

    Returns
    1. How do I return an item?

      If you purchased Orbit Baby products from one of our authorized retailers, please contact the retailer for their return policy. We cannot accept returns for items purchased through a retailer.

      Items purchased directly from Orbit Baby at full price are returnable within 30 days of purchase as long as they are in new, unused condition and still have the original packaging. Shipping fees are not refundable.

      A return or exchange will only be accepted if the customer has contacted Orbit Baby prior to sending the item(s) back. Any package returned without a valid Return Authorization issued by Orbit Baby clearly marked on the outside of the box, will be refused.

      Returns and exchanges are not permitted for items that have been purchased at a discounted price, or have been purchased using a promotion code.

      Returns and exchanges must be returned prepaid; we cannot accept C.O.D. deliveries. For your protection, we recommend you return all items via a traceable carrier such as USPS, UPS or FedEx. Orbit Baby is not responsible for packages not received if a tracking number is not provided. Once the original item(s) are received at Orbit Baby, you will receive a credit in the amount that you paid (this excludes any shipping costs). Please allow 2-3 weeks for Orbit Baby to refund your credit card upon receipt. Please contact support@orbitbaby.com if you need to return a product.

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