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Mountain Buggy Canada

Mountain Buggy's online library of help, support and advice articles.

Mountain Buggy® online help centre

How do I track my order?

How do I cancel my order?

My order was marked delivered but it’s not here.

Can I edit or add anything to my order?

What do I do if I receive the wrong item in my order?

What’s your return policy?

When will I get my refund?

How do I make a return?

What do I do if my item(s) arrives damaged?

What is your cancellation policy?

What if my package gets lost or arrives damaged?

I'm having trouble logging in

My Order

Can the urban jungle buggy be used for jogging as well?

How do I stop my harness straps loosening on my Mountain Buggy?

my Mountain Buggy hand brake isn't working as expected

urban jungle™

How do I travel on a plane with a buggy?

how do I rethread the recline strap on my nano travel stroller?

how do i replace the parcel tray on my Mountain Buggy nano?

the wheels on my nanoª don't seem to touch the ground evenly

My nano or nano duo brake is not working as expected

When I carry my nano the sunhood falls down?

Which airlines will accept the Mountain Buggy nano as carry on luggage?

nano™

how do I reattach the seat fabrics on my duet?

my duet or terrain foot brake is not engaging or disengaging

How to replace the red brake cover on duet, terrain or MB mini buggies

One of my duet front wheels isn't touching the ground

When do I need the left clip for the duet?

duet™

How do I replace the fabric seats on my nano duo?

nano duo™

How do I adjust the tracking device on my terrain buggy?

The front wheel on my terrain seems to wobble or doesn't turn as expected

I'm experiencing some noises from my terrain or duet brake

My terrain or duet handbrake isn't working as expected

The handbrake on my terrain or duet does not stop the buggy?

My terrain or duet hand brake is not fully returning to its original position

I want to repair or replace my duet or terrain handlebar

terrain™

General tyre and tube maintenance

How can I balance the tyre tread on the rim?

tyres & tubes

buggies

pod™

juno™

How do I repair a puncture?

Can I replace the handle foam/rubber on my buggy?

How do I clean my buggy?

A nut or bolt has been misplaced from my buggy

The front wheel on my buggy seems a bit stiff or doesn't turn smoothly

Where can I get my older model buggy fixed or obtain parts?

the rear wheel on my Mountain Buggy isn't staying connected to the buggy

My buggy frame seems to have movement at the hinge while walking

maintenance

Can I use my carrycot for overnight sleeps?

Can I use the new carrycot plus with the older duet buggies?

Can I use my carrycot plus be used for overnight sleep in Europe or the UK?

How do I attach the carrycot plus to my buggy?

carrycot plus™

What does the UV rating mean on sun mesh cover products?

Accessories

How do I replace the grip tape on my freerider?

Where can I find the serial number on my freerider?

freerider™

riders

shopping with us

register your products

How will I know if my order is confirmed?

Can I cancel or change my order even after it has been confirmed?

My order hasn't arrived or has arrived but not as expected. Who should I contact?

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

Company registration number?

Your site seems to be displaying incorrect information?

gift cards

Payment Options

Shipping Canada

Can my order be delivered to a PO Box?

How long will my product be covered under warranty and what would I do if I have a problem with my product?

warranty policy

certifications

how we test our products

patents

global contacts

terms & conditions CA

Support Setup

product instructions

Find your product serial number

What is your warranty policy?

privacy policy

Read detailed PDF manuals or watch supporting instructional videos to understand how your product functions.

To help register your product online we ask that you enter the serial number of your product (when available). Below is a list of common products and the location of their serial numbers.

All of our products are warranted for 12 months from date of purchase against defects in material and workmanship. If we agree that the product has such a defect, we will repair or replace it (at our sole discretion) free of charge for you. A repair

All of our products are warranted for 12 months from date of purchase against defects in material and workmanship.If we agree that the product has such a defect, we will repair or replace it (at our sole discretion) free of charge for you.A repair may mean we will send you a repair kit or components which you can fit yourself. Don&apos;t worry - we&#x2019;ll only ask you to do it if it&#x2019;s easy!Modifying a product invalidates the warranty.The warranty is &#x2018;return to base&#x2019; and not a free in home service. This means you&apos;ll need to return the product to us for service, at your cost.This is not transferable and is only available to the first owner. &#xA0;This warranty does not affect any statutory rights that a consumer may have, for example, the right to hold the retailer accountable.extended warrantyWe recommend everyone registers a purchase with us, but you do not need to do so. &#xA0;When you register <a href="https://ca.mountainbuggy.com/my/registration" target="_blank" rel="noopener noreferrer">here</a> within 30 days of purchase, you enjoy a 36 month extended warranty. &#xA0;If you buy from a retailer, and don&apos;t register, then your warranty stays at 12 months (24 months in some regions).The warranty is only valid in your country of purchase (as product specifications differ country to country, we may not have the product or parts).Please note that tyres may mark certain floors or coverings, so take care when indoors or storing for longer periods. Care for your products with regular cleaning, and keep dry to avoid corrosion or mould.what is not covered under warranty?Our warranty does not cover claims resulting from misuse, abnormal use, overloading, general wear and tear (including cuts and tears), not following instructions, transportation damage (including airline or freight), customer dissatisfaction with the product in terms of fit, weight, functionality, colour, design, child outgrowing product, lack of maintenance, negligence, natural fading, tyre punctures or corrosion as a result of environmental conditions, if the serial number has been damaged or removed, damage to handle bar or grips, tyres, tubes or fabrics as a result of normal handling and daily use or over-inflation.The warranty does not cover defects on product purchased second hand or from an unauthorized reseller.If your product is outside the warranty period or terms, we will happily repair your product for a reasonable charge.Any loss, consequential loss or damage to any person or property directly or indirectly as a result of using product is expressly excluded.registrationWe know how exciting new products can be, but amidst all the buzz don&apos;t forget to register your product with us.Registration fast tracks the process if you need to make a claim, lets you know sooner if there are any important updates about your product. Registering gets within 30 days of purchase gives you a 36 month extended manufacturers warranty.You&#x2019;ll also get information and news from us, which we&#x2019;ll try to make really relevant to you, to help you live your life without limit.If you register after 30 days, you&apos;ll still receive the benefits of registering along with the standard 12 month manufacturers warranty.partsWe pride ourselves on creating products based on high quality and safety standards. &#xA0;That&#x2019;s why only genuine Mountain Buggy parts, or parts which have been approved by us, can only be used. If you need to replace a part, you can contact your retailer, or purchase available parts directly from us <a href="https://ca.mountainbuggy.com/pages/spare-parts">here</a>.The warranty may consist of repair sets or parts that a consumer or a retailer can easily replace. &#xA0;We will only provide parts and service sets that have been tested and can be assembled easily, with or without instructions. &#xA0;Mountain Buggy will replace like for like, but reserves the right to discontinue a model, colour, fabric, or accessory, and therefore will replace the product, during the warranty period, with the nearest equivalent colour or fabric. &#xA0;We reserve the right to replace a major part such as a complete chassis or send refurbished parts. &#xA0;Any replacement will not extend any warranty period beyond the original term.what we need from youAll claims must be accompanied by a sales receipt to verify the date and place of purchase. Only the original owner is covered by this warranty. &#xA0;For us to help you in the most efficient manner, please provide as much information as you can when contacting us. Please include any photos or videos that may help explain your experience.who do I contact?If you wish to make a warranty claim, please do so <a href="https://mountainbuggysupport-au.gorgias.help/en-US/contact">here</a> and provide all the information as requested.

Updated April 29th, 2022. We collect personal information about you in various ways, such as when you create an account or online profile, use the interactive areas and features on our websites, make a purchase, participate in our contests or surveys

<div id="isPasted">Updated&#xA0;April 29th, 2022 <h2 id="information-we-collect">Information we collect</h2>We collect personal information about you in various ways, such as when you create an account or online profile, use the interactive areas and features on our websites, make a purchase, participate in our contests or surveys or when you email, call or otherwise communicate with us. Such information may include your name, address, email address, phone number, photographs, credit card information and other contact or demographic information you choose to provide and additional information through Cookies (as explained below).&#xA0;<h2 id="your-information">Your Information</h2>We use the information we collect for the purposes described in this Privacy Policy or otherwise disclosed to you on our website. For example, we may use your information to:<ul><li>operate and improve our websites;</li><li>provide and deliver products and services, process and complete transactions and send you related information, including purchase confirmations, shipping alerts, invoices, updates, security alerts, recall notices and support and administrative messages;</li><li>maintain and administer your online account;</li><li>respond to your comments and questions and provide customer service;</li><li>send you news and information about events, activities, offers, promotions, products and services offered by us or third parties that we think will be of interest to you;</li><li>process and deliver contest or sweepstakes entries and prizes; and</li><li>link or combine with other personal information we receive from third parties to help understand your needs and provide you with better service.</li></ul>We may store and process personal information.&#xA0;<h2 id="providing-your-personal-data-to-others">Providing your personal data to others</h2>We may disclose your information to companies within our group, warehouses, logistics providers and suppliers insofar as reasonably necessary to process any orders that you make.Financial transactions on our website are handled by third party payment providers. Only information required to process the transaction will be provided to the third party payment providers.Additionally, we may disclose your information when reasonably necessary for legal or financial auditing purposes.&#xA0;<h2 id="international-transfer-of-personal-data">International transfer of personal data</h2>Our group of companies currently have offices in the United Kingdom, Spain, United States, China and New Zealand with our web hosting based in the United States. In order to process transactions made by you, your information may be shared within the group of companies and third party warehouses, logistic providers and <a name="cookies"></a>suppliers.&#xA0;<h2 id="what-about-cookies">What about cookies?</h2>We use cookies when you visit our site. A cookie is a small text file that is downloaded onto your computer or smartphone when you access a website. It allows the website to recognise your device (smartphone, computer etc) and store some information about your preferences or past actions.There are four main types of cookies &#x2013; here&#x2019;s how and why we use them.<ol><li>Functionality cookies &#x2013; these cookies allow you to navigate the site and use our features, such as &#x201C;Add to Cart&#x201D; and &#x201C;Save to Wishlist&#x201D;.</li><li>Analytics cookies &#x2013; these cookies allow us to measure and analyse how our customers use the site, to improve both its functionality and your shopping experience.</li><li>Customer preference cookies &#x2013; when you are browsing or shopping Mountain Buggy products, these cookies will remember your preferences (for example, your location or language), so we can make your shopping experience as easy as possible, and more personal to you.</li><li>Targeting or advertising cookies &#x2013; these cookies are used to deliver adverts relevant to you. Additionally, they limit the number of times that you see an advert and help us measure the effectiveness of Mountain Buggy marketing campaigns.</li></ol>By using our site, you agree to us placing these kind of cookies on your device and accessing them when you visit the site in the future. If you want to delete any cookies that are already on your computer, the &#x201C;help&#x201D; section in your browser should provide instructions on how to locate the file or directory that stores cookies on your device. If you would like more information about cookies, it can be found at:&#xA0; <a href="https://ico.org.uk/for-organisations/guide-to-pecr/cookies-and-similar-technologies/" rel="noopener noreferrer" target="_blank">https://ico.org.uk/for-organisations/guide-to-pecr/cookies-and-similar-technologies</a>. By deleting or disabling future cookies, your user experience may be affected and you might not be able to take advantage of certain functions of our site and the complete Mountain Buggy user experience.&#xA0;<h2 id="your-rights">Your rights</h2><ul><li>You have the right to withdraw consent of future collection of personal information, however, necessary personal information is required to process any future orders.</li><li>You have the right to request deletion of your personal information, with the exception of information required for legal, warranty or claims purposes which will only be retained for a reasonably necessary period. You can request, at any time, for non exempt personal information held by us to be deleted. To do so, please contact <a href="mailto:dpo@mountainbuggy.com" target="_self">dpo@mountainbuggy.com.</a></li><li>You have the right to object to the use by us of your personal information for marketing purposes.</li><li>You have the right to request access to your personal information and to amend any inaccuracies.</li><li>You have the right to request that we transfer or port elements of your information either to you or another service provider.</li><li>You have the right to complain to a supervising authority.</li></ul>&#xA0;<h2 id="notification-of-privacy-policy-changes">Notification of Privacy Policy Changes</h2>We may update this Policy at any time to reflect changes to our information practices and we will indicate when changes have been made by revising the date at the top of the Policy. We encourage you to periodically review this Policy for the latest information on our privacy practices.&#xA0;<h2 id="more-information">More Information</h2>Hopefully that has clarified things for you and as was previously mentioned if there is something that you aren&apos;t sure whether you need or not it&apos;s usually safer to leave cookies enabled in case it does interact with one of the features you use on our site. However if you are still looking for more information you can contact us through one of our preferred contact methods. To connect with the team please fill out our <a href="https://mountainbuggysupport-au.gorgias.help/en-US/contact">online contact form</a>.<a href="mailto:care@mountainbuggy.com" target="_self"> </a>For any privacy related matters please email: <a href="mailto:privacy@mountainbuggy.com" target="_self">privacy@mountainbuggy.com</a>.</div>

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