Customer Care

Customer Care

Have a question? Please read the Frequently Asked Questions.

If your question is not answered in the FAQ or you have other comments, concerns, or feedback please feel free to get in touch with us:

customerservice@skiphop.com
Phone: 877-4-SKIPHOP or 212-868-9850
(Monday-Friday 10AM-6PM Eastern Standard Time)
Fax: 646-607-1989

Shipping & Handling

Standard - Ground Shipping
We charge standard FedEx ground rates for shipping in the continental US. (Rates are calculated by the recipient's location). Expect delivery 5-10 business days after the order is processed.

Overnight
For overnight delivery the next business day, orders must be submitted Monday through Thursday (excluding holidays) before 9am ET. FedEx orders placed on Thursday after 9am ET through Friday 9am ET will arrive on Monday. FedEx order placed on Friday after 9am ET and over the weekend will arrive on Wednesday.

We do not offer shipping outside the continental US.
Please see our store locator to find retailers in your area.

Return/Exchange Policy

RETURNS/EXCHANGE

For replacements of damaged items, please see REPLACEMENT PARTS.

To download the return/exchange form please click here (Note: You must have Adobe Acrobat Reader installed on your computer to view and print this file. If you don't, it can be downloaded for free at: http://www.adobe.com/products/acrobat/readstep2.html

If an item is damaged during shipping, please notify us immediately at customerservice@skiphop.com or 877-4-SKIPHOP.

All items purchased from Skip*Hop can be returned within 30 days of delivery for an exchange or a full refund of the price of the item and must include the original receipt. All Bags (including The Pronto): must be in unused, perfect condition, with all tags and/or wraps attached. Home Products: Returns or exchanges will ONLY be accepted on unused, unopened items in their original packaging.

If you are exchanging an item, please note that shipping charges to Skip*Hop as well as return shipping is paid by the customer. Shipping on returned items is not refundable, unless the reason for the exchange or return is due to an error by Skip*Hop (e.g. wrong item/color).

Skip*Hop will only return/exchange items purchased through Skip*Hop.com and a copy of your receipt is required. Items purchased through a Skip*Hop retailer must be returned/exchanged through that specific retailer, observing their particular return/exchange policy.

PLEASE NOTE: A customer service representative will contact you within 48 hours of your submission. Please expect a total processing time of 4-6 weeks to receive your refund or exchange. In many cases, it will be received sooner.

Sale Item Policy

Items purchased on sale cannot be returned or exchanged. A one-time price adjustment will be permitted on any item within 30 days of initial purchase with original receipt.

Replacement Parts

If your purchase has not performed as expected (you are experiencing rips, malfunctions, or the like), we'll be happy to send you a replacement or replacement part.

Please submit the following information via email to: customerservice@skiphop.com for review.

*One image of the problem area for review
*Any PO#s found on tag of the product
*Color/style of your item
*Shipping address and phone number
*Length of ownership
*Place of purchase

PLEASE NOTE: A customer service representative will contact you within 48 hours of your initial email. The process can take a total of 4-6 weeks from the date of your initial email to receive your replacement item. In many cases, it will be received sooner.

To order bag straps or pads please click here.

Privacy

We understand the sensitivity of your personal information and Skip Hop will not share or sell your personal information with other parties. When you order with us, we ask for your personal email address so we can communicate with you about your order, send you an order confirmation, and occasionally tell you about exciting Skip Hop news. You may opt-out if you no longer wish to receive communications from us.

All other personal information is used for order processing purposes and is kept private and secure.