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Everlove FAQs

  1. Can I send in multiple carriers?
    We are currently accepting only one carrier per buy back transaction.
  2. Why can’t I return my Aura wrap?

    As we continue to evolve and grow the Everlove by Ergobaby program, we hope to offer a wider variety of used Ergobaby products like the Aura Wrap.

  3. Why can't I return my Embrace?

    As we continue to evolve and grow the Everlove by Ergobaby program, we hope to offer a wider variety of used Ergobaby products like the Embrace carrier.

  4. Why can’t I return my Hello Kitty/Keith Haring/Sophie the Giraffe/French Bull/Harry Potter carrier?

    Unfortunately, our licensed carriers are not included in the Everlove by Ergobaby program at this time.

    However, we love and stand behind these unique, special Ergobaby carriers including Harry Potter, Hello Kitty, Keith Haring, Sophie the Giraffe, and French Bull. Although they aren’t included in the Everlove by Ergobaby program, we encourage passing along the carrier to the next loving family.

  5. What charities will the donations go to?
    Your donation through the Everlove by Ergobaby program supports Baby2Baby, a non-profit organization that provides children living in poverty with diapers, clothing, and all the basic necessities that every child deserves. In the last 8 years, Baby2Baby has distributed over 70 million items to children in homeless shelters, domestic violence programs, foster care, hospitals, and underserved schools as well as children who have lost everything in the wake of disaster. When you opt to donate to Baby2Baby in exchange for your Ergobaby carrier, we provide Baby2Baby with a donation.
  6. What is our relationship with Baby2Baby?

    Ergobaby has proudly worked with Baby2Baby for several years. Through Everlove by Ergobaby, we are inviting our customers to join us in supporting their critical work of providing children living in poverty with diapers, clothing and all the basic necessities that every child deserves.

    You can opt to support Baby2Baby through the Everlove by Ergobaby program by selecting "$30 Donation to Baby2Baby" when you fill out the form to send your baby carrier back to Ergobaby.

  7. Why wasn’t my carrier accepted as resalable?

    Our Everlove by Ergobaby program includes a thorough cleaning and refurbishing process that transforms loved and used-as-intended baby carriers into new-to-you baby carriers. At this time, this process does not include carriers that have been altered (including but not limited to physical changes or cosmetic changes like handwriting) or so well-loved that it can no longer safely carry a baby. If the carrier structure is deemed compromised after our inspection process and does not meet Ergobaby quality and durability expectations, it wouldn’t feel right to pass it along to another family.

    Please also note that we do not send back baby carriers that don’t meet Ergobaby quality and durability standards.

  8. I'm in Canada, can I participate in the program?
    Our Everlove by Ergobaby program is currently only available in the U.S.
  9. What is your cleaning method?
    We utilize a baby-safe, deep cleaning method that is both environmentally friendly and sustainable, consisting of naturally derived ingredients (such as a citrus-based detergent) that fully eliminate the large amounts of wastewater that are typically associated with textile laundering.   The process is also used for ‘cleanroom laundering’, which is dedicated to washing garments and related apparel accessories worn in a cleanroom environment, such as pharmaceutical, biotechnology and medical device manufacturing.
  10. Why are Embrace and Aerloom carriers being sold if they are not accepted into the program?

    Pre-loved Embrace and Aerloom carriers are not accepted from customers. All Embrace and Aerloom carriers listed in the Everlove program are lightly used carriers from samples and returns. They are put through the same cleaning and inspection process as all Everlove carriers to ensure quality.

  11. Are chemicals used to clean the products?
    All of the materials/substances/ingredients used to clean the products are naturally derived.  For products needing a little extra love and attention, we utilize a pretreatment involving a citrus-based detergent.  After deep cleaning, the detergent is thoroughly removed from the carrier, leaving no residual scents, moisture or negative effects.
  12. Why did my carrier come in a polybag?
    We use polyester mailers to protect the carrier from all weather elements. We proudly use 100% recycled polyester mailers and are reusable as they have 2 rows of adhesive strips for a 2nd use.
  13. What should I send my carrier back in?
    While we do not provide packing materials, we recommend that you use recycled bags and boxes to ship your carrier in.
  14. Do I need my original packaging to participate?
    No, we do not require you to return your carrier in the original packaging
  15. Will you send me back my carrier if it’s not accepted?
    If your carrier is received back in a non-usable condition, we will not send the carrier back to you.
  16. How long will it take to receive my "reward"?
    You should receive your “reward” 21 days after we receive your carrier. Once your return is received at our warehouse, we will send an email confirmation with next steps to receive your "reward."
  17. Can I return the carrier if I don’t like it?

    Yes! Items are returnable within a 30 day period from the date of purchase and the items must be returned in the condition that they were originally received. Please contact [email protected] if you need to return a product. A return will only be accepted if the customer has contacted Ergobaby prior to sending the item(s) back. Any package returned without a valid Return Authorization issued by Ergobaby clearly marked on the outside of the box, will be refused. You will be responsible for any shipping costs on returns.

    All returns must be sent to the following address:
    Ergobaby Returns Processing RA#
    17810 S. Main Street Unit A
    Gardena, CA 90248

    Returns 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. Ergobaby is not responsible for packages not received if a tracking number is not provided. Once the original item(s) are received at Ergobaby, you will receive a credit in the amount that you paid (this excludes any shipping costs). Please allow 2 weeks for Ergobaby to refund your credit card upon receipt.

  18. Is there a warranty on used items?

    Yes! Ergobaby products were designed to carry and comfort the most precious cargo of all. With this in mind, we use exceptional materials and workmanship to create products that families trust day after day, and in many cases, baby after baby. We strive to exceed your expectations not only for comfort and ergonomics, but also quality and durability, and stand behind all our products with outstanding customer service and warranties as described below.

    Everlove 1 Year Warranty

    Ergobaby provides a 1-year limited warranty, from the time of initial purchase, on all Certified Pre-Loved Ergobaby Carriers, against manufacturing defects in materials and workmanship. Ergobaby will provide a replacement part or replacement product at its discretion for any manufacturing defect in these products.

    This limited warranty does not cover damage caused by normal wear and tear*, accident (including lost/stolen products), improper care or cleaning, non-standard usage, misuse or negligence, or the natural breakdown of colors and materials over extended time and use.

    Applicable products eligible for this warranty are covered only as to the Everlove owner, product must be purchased from Everlove by Ergobaby, and must be returned to Ergobaby along with proof of purchase for an evaluation. Product will be replaced upon inspection with a similar quality carrier.

    Submit a Warranty Claim

    If your product has legitimate manufacturing defect, please contact Ergobaby Customer Service so that we can assist you in determining which warranty may be applicable. Proof of purchase and return mailing of the applicable defective product may be required. Return shipments must be prepaid and insured. If the claim is determined to be valid, any replacement part or replacement product will be at the discretion of Ergobaby, based on the type of product returned and the availability of replacement parts, styles, models, colors and patterns.

    US and Canada: [email protected], or 888-416-4888

  19. I don’t have the pouch to my Omni 360, may I still send in my carrier?
    Yes! A missing pouch will not prevent you from participating in the Everlove by Ergobaby buyback program.
  20. Where is my sku/model tag?
    Depending on what carrier you have, you can find this tag on either the inside seam of the hood pocket on the righthand side or attached to the warning label on the waistband
  21. Which carriers are being accepted into the Everlove program?
    Original, Organic, Performance, Sport, Earth, Stowaway, Ventus, 360, Adapt, Omni 360, Hip Seat
  22. Why does my carrier have multiple warning labels?
    Due to the weight increase changes on some of our older carriers, we have updated the labels so that all carriers reflect the most up to date maximum weight.
  23. Which carriers are NOT being accepted into the Everlove program?
    Aura Wrap, Embrace, Licensed Carriers, Doll Carriers
  24. Why do you no longer manufacture Organic Carriers?

    Thank you for your concern about our use of conventional cotton. Over the last decade we saw a large decrease in demand for our cotton carriers. However, as we are embarking upon our sustainability journey we are taking a second, deeper look at our use of conventional cotton. In the meantime, we hope that you can participate or recommend our Everlove program which provides significant environmental impact reductions.