Free US Shipping on Orders Over $150 + Hassle-Free Returns

FAQ

Did you know our customer service team is made up of fellow parents?
They are standing by to answer any and all of your questions!

Text Us! 646.257.2810
Email Us help@hicolugo.com

Top Questions

Where does Colugo ship?

We currently ship everywhere in the US, including Alaska and Hawaii, and Puerto Rico.
For Canada, we are able to ship our Baby Carrier, or On The On-the-Go Organizer.

How do I use my gift card?

You can redeem the value of your gift card by entering its unique code at checkout!

If the balance available on the gift card is greater than or equal to the order total, then you can click Complete order.

If the balance available on the gift card is less than the order total, then you will choose a second payment method for the balance before placing the order.

If you are buying the gift card for someone else, then you can forward the gift card email to the recipient.

Maintenance & Repair

1. This product requires user inspection and maintenance regularly. Check all connecting hardware (rivets, screws, etc.) for tightness and security. Inspect all brakes, tires, seat harnesses and locks for correct operation. Seek prompt repairs or replacements as needed and never continue using the product if it is structurally not safe.
2. Only Colugo replacement parts should be used. It may be unsafe to use parts supplied by another manufacturer.
Contact Customer Service by SMS at 646.257.2810 or email at help@hicolugo.com with any repair questions.

General

Cleaning

1. Frame: Wipe with a damp cloth and let dry.
2. Basket: Wipe with a damp cloth. Basket is fully removable.
3. Wheels: Clean with a brush and a mild detergent.
4. Footrest: Unzip to shake out crumbs or wipe clean.
5. Comfort Layer: Machine washable, air dry. To remove, undo the shoulder and waist harness straps and pull the comfort layer off the stroller base.
6. Canopy: Spot clean, see Operating Instructions for how to remove Canopy.
7. All base layer fabrics are removable.

Maintenance and Repair

1. This product requires user inspection and maintenance regularly. Check all connecting hardware (rivets, screws, etc.) for tightness and security. Inspect all brakes, tires, seat harnesses and locks for correct operation. Seek prompt repairs or replacements as needed and never continue using the product if it is structurally not safe.
2. Only Colugo replacement parts should be used. It may be unsafe to use parts supplied by another manufacturer.
Contact Customer Service by SMS at 646.257.2810 or email at help@hicolugo.com with any repair questions.

Complete Stroller Full Instructions

Orders, Shipping, and Returns

Where does Colugo ship?

We currently ship everywhere in the US, including Alaska and Hawaii, and Puerto Rico.
For Canada, we are able to ship our Baby Carrier, or On The On-the-Go Organizer.

How much does shipping cost?

Contiguous United States
We offer free ground shipping on all orders $150+ to the contiguous US. Shipping for orders less than $150 is a flat rate of $15 to the contiguous US.

Hawaii, Alaska & Puerto Rico
Rates are calculated at checkout.

Canada
We ship the Carrier and On the Go Organizer to Canada. The cost of standard shipping to Canada will vary by location, but feel free to reach out at help@hicolugo.com if you have any questions.

Expedited Shipping
We also offer 2-day shipping for an additional charge, for those who just can't wait to use our products.

For the Contiguous US:
Orders up to $149.99 = $50.00
Orders $150.00 and up = $100.00

*Please note that transit/delivery times are no longer guaranteed by shipping carriers. Therefore, we are not able to refund shipping costs for orders that arrive later than expected. Please plan your choice of shipping options accordingly to assist in timely delivery.*

When will I receive my order?

US orders : Your order will ship within 1-2 business days after purchase. You’ll receive an email confirmation with tracking information at that time. Once you receive that email, your order will generally arrive within 2-10 business days.

Canadian orders: Your order will ship within 1-2 business days after purchase. Shipping for all products takes 7-10 business days.

Expedited Shipping: If you select expedited shipping, your order will ship out on the same business day if placed by 12pm EST. Orders placed after 12pm EST will be processed the next business day. You’ll receive an email confirmation with tracking information when your order ships. Once you receive that email, your order will generally arrive within 1-3 business days.
*Please note that transit/delivery times are no longer guaranteed by shipping carriers. Therefore, we are not able to refund shipping costs for orders that arrive later than expected. Please plan your choice of shipping options accordingly to assist in timely delivery.*

Do you ship to P.O. Boxes?

Yes we do!

Product FAQs

Compact Stroller

Setting up your stroller

Watch the How To Video.
Remove it from the box (wheels are already on!). Add the comfort layer. Stroll.

Opening your stroller

Watch the How To Video
Unlock. Grab the handle. Pull it upwards. 2 clicks and you're ready to roll.
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Folding your stroller

Watch the How To Video
Squeeze the handle and push it forward. Let gravity take care of the rest.
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Removing & replacing the comfort layer

Watch the How To Video
Pull the straps through the comfort layer and un-velcro it from the stroller. Reverse the steps to put on your fresh comfort layer.
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Cleaning your comfort set

More Questions? Email Us
Comfort layer: Machine wash separately cold. Air dry. Spot clean as needed. Do not use chlorine bleach or fabric softener. Do not iron (what parent has time for that anyway?)
Canopy: Spot clean as needed. Do not use chlorine bleach or fabric softener. Do not iron.

Removing & replacing the front wheels on Compact Stroller

Removing & replacing the back wheels on Compact Stroller

Compact Stroller Full Instructions

Complete Stroller

Unfolding the Stroller

Watch the How To Video
Tip: It is easiest to unfold the stroller when you are standing beside the stroller, not behind the stroller.
1. Release the fold latch.
2. Spread the handlebar and front leg apart. Handlebar is locked when you hear a click.
3. Bring the seat to its upright position by pulling the top of the seat upward. Seat locks with a click.
4. Rotate the bumper bar up. Bumper bar locks with a click.
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Folding the Stroller

Watch the How To Video
Tip: Lock one or both front wheels for the stroller to self stand when folded.
1. Press the fold button on the seatback.
2. While pressing the fold button, pull up on the seat recline tab. You can release the fold button once the seat recline tab is up.
3. Fold the seat forward while holding up the seat recline tab.
4. Press the handlebar down.
5. Make sure the fold latch is engaged.
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Locking and Unlocking the Wheels

Watch the How To Video
Wheels can only lock if they are pointing straight forward.

Twist the wheel lock bar to lock and unlock the wheels:
-Outward to lock.
-Inward to unlock.
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Using the Brake

Watch the How To Video
Tip: Stepping on one pedal releases the other.
-Step on the brake release pedal to go.
-Step on the brake pedal to stop.
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Attaching the Wheels

Watch the How To Video
1. Front Wheels: Guide the metal pin on the stroller base into the black tube on the wheel. Wheel locks with a click
2. Rear Wheels: Guide the metal pin on the wheel into the hole in the rear wheel hub on the stroller base. Wheel locks with a click.
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Removing the Wheels

Watch the How To Video
1. Front Wheels: Press the black button on the front of the wheel base. Pull wheel downward.
2. Rear Wheels: Press the black button on the underside of the rear wheel hub. Hold the button down and pull the wheel out.
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Removing and Attaching the Seat

Watch the How To Video
Removing the Seat:
1. Press the grey lock buttons on the seat attachment points. You can press each button separately and do not need to hold both down at the same time.
2. Lift the seat off the stroller base.

Attaching the Seat:
Line up the seat attachment points on the seat with the seat attachment points on the stroller base.
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Reclining the Seat

Watch the How To Video
Warning: Children under 6 months old are required to lay flat and use the Colugo Complete Infant System or a Car Seat. Do not press the fold button or the stroller will fold.

1. Pull up on the recline tab.
2. Guide the seat back to one of 3 seat positions: upright, reclined or flat.
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Adjusting the Footrest

Watch the How To Video
Warning: Children under 6 months old are required to lay flat and use the Colugo Complete Infant System or a Car Seat. Do not press the fold button or the stroller will fold.

1. Press the button on the footrest and lift to one of two footrest heights.
2. We recommend the following footrest positions:
-Flat for toddlers.
-Down for older kids.
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Adjusting for an Infant

Watch the How To Video
1. Fully recline the seat with the footrest in the flat position.
2. Access the seat containment from under the footrest.
3. Thread the bumper bar through the sleeve on the containment.
4. Click the bumper bar into place and snap the footrest containment under the seat and into the snaps on the stroller frame.
5. Snap the containment straps under the footrest.
6. Add the infant insert on top of the comfort layer, threading the harness straps through the holes. Adjust the harness to fit your child.
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Adjusting the Harness

Watch the How To Video
Tip: Adjust the shoulder strap height first and then adjust the waist and shoulder strap length.

1. Unzip the seatback cover from the base up to the recline tab.
2. Peel back the seatback cover to reveal the seatback.
3. Push the plastic stopper on the end of the harness strap through the hole on the seatback to the front of the seat.
4. Push the plastic stopper back through the seatback at the best height for your child.
5. Tug the harness strap from the front to make sure it is secure.
6. Zip the seatback cover closed.
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Using the Buckle

Watch the How To Video
Tip: The sides of the buckle base are magnetically connected and a slight twisting motion separates them most easily.

Unbuckling the Harness:
1. Squeeze the side buttons on the buckle top at the same time.
2. Lift the buckle top off the buckle base.
3. Separate the two parts of the buckle base.

Buckling the Harness:
1. Layer the three pieces of the buckle starting with the left side of the buckle base.
a. Place the right side of the buckle base on top of the left side. They will magnetically connect.
b. Place the buckle top on top of the buckle base. Buckle locks with a click
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Removing the Canopy

Watch the How To Video
1. Using a pen, push into the hole on the inside arm of the canopy.
2. Pull the canopy arms out of their holders.
3. Unzip the canopy from the seat - access the zipper on the rear left of the canopy.
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Using the Rain Cover

Watch the How To Video
Tip: The rain cover bag has an umbrella pocket

1. Attach the rain cover to the seatback cover by looping all four toggles on the rain cover bag through the accessory loops on the seatback cover.
Note: Attach the rain cover bag so that the zipper is at the top.
2. Pull the rain cover out from the bag and drape it over the stroller.
3. Connect the velcro straps to the stroller base.
4. For infants in a flat seat, pull the drawstring at the base of the rain cover to make the rain cover snug.
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Removing the Bumper Bar

Watch the How To Video
Press the button on one side of the bumper bar to open it. Press the buttons on and both sides to remove it.
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Carrier

Pick Your Carry Position

You have 3 carry positions to choose from, based on your baby’s age and your plans for the day. Once you’ve picked your position, adjust the velcro tabs as shown below.
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Fit Your Carrier - Adjusting the Back Strap

Our back strap is adjustable to your perfect fit. Pick a number based on your height in the chart below.
1: 5’+
2: 5’3”+
3: 5’7”+
4: 5’10”+
5: 6’+
TIP: If baby’s caregivers are of different heights, you can easily switch between numbers.
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Fit Your Carrier - Fit Yourself First

1. Pull the carrier over your head (like a t-shirt!). You may need to loosen the shoulder straps.
2. Fasten the waist belt.
3. Tighten the waist belt. The bottom of the waist belt should fall right above your hip bone and the lumbar support should be in the middle of your back.
4. Tighten the shoulder straps. Pull the straps until you feel comfortable. You may need to tighten the straps again once the baby is in position.

TIP: Keep the back strap fastened. Custom fit the back strap to make it easy to put the carrier on all by yourself.
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Putting Your Child Into The Carrier - Front Carry - Facing In

1. Unfasten the magnetic buckles on both sides by squeezing the buttons and lifting up.
2. Unsnap the side buckle on one side.
3. Place your child in the carrier facing you with their legs on either side of the front and arms through armholes.
4. Fasten the side buckle. You will hear a ‘click’ when it is locked.
5. Fasten the magnetic buckles. You will hear a ‘click’ when they are locked.
Baby should be at a kissable height with legs in a hip healthy position.
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Putting Your Child Into The Carrier - Front Carry - Facing Out

1. Fold down and fasten the head support.
2. Unfasten the magnetic buckles on both sides by squeezing the side buttons on the buckle top at the same time and lifting up. Unsnap the side buckle on one side.
3. Place your child in the carrier facing away from you with their legs on either side of the front and arms through armholes.
4. Fasten the side buckle. You will hear a ‘click’ when it is locked.
5. Fasten the magnetic buckles. You will hear a ‘click’ when they are locked.
Baby should be at a kissable height with legs in a hip healthy position.
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Repositioning Your Child From Front to Back Carry - Back Carry - Facing In

1. Start with your baby in the inward facing position.
2. Slip your right arm upwards under the shoulder strap. You may need to loosen the shoulder straps.
3. Slip your left arm under the lower part of the side strap. You have now made a closed loop around your body.
4. Lift your child from underneath and carefully move them around to your back under your lifted right arm.
5. Slide the shoulder straps back in place. Make sure they are aligned.
6. Re-adjust all straps so you and your baby are comfortable. Move your baby back to inward facing front position before taking them out of the carrier.
TIP: The removable pouch can be attached to the lumbar support, which is now on the front of your body.
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Removing Your Child From The Carrier

1. Unfasten the magnetic buckles by squeezing the buttons and lifting up.
2. Unfasten the side buckles on one or both sides.
3. Remove your child.
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Cleaning your carrier

Machine wash separately cold. Air dry. Spot clean as needed. Do not use chlorine bleach or fabric softener. Do not iron (what parent has time for that anyway?)

Carrier Storage

Pocket & Removable Pouch
The Front Pocket opens on the left or right to hold items like diapers, wipes or an extra onesie.
The Removable Pouch can hold items like your keys, phone, a pacifier or snack. It’s removable for easy access (and includes a strap to make it a wristlet).

Rolling Your Carrier
1. Make sure your carrier’s sunshade is extended.
2. Lay your carrier flat, face-down.
3. Tuck in waist belt and roll, tucking in shoulder straps as you go.
4. Wrap sunshade around your rolled carrier and and fasten to the snaps on the head support.
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Complete carrier instructions

Complete Infant Kit

Complete Infant Kit Carseat Compatibility

The Chicco Infant Kit is compatible with the following models: Chicco Keyfit30, Fit2, and Keyfit35.
The Universal Infant Kit is compatible with the following models: Clek Liing, Clek Liingo, Maxi Cosi Mico and Coral XP, Nuna Pipa, Nuna Pipa Lite, Nuna Pipa Lite XL, Nuna Pipa Rx, and Cybex Aton system (aton, aton 2, aton Q, aton m)

Complete Infant Kit Instructions

Compact infant kit

Connecting the Compact Infant Kit

Watch the How To Video
Step 1: Fully unbutton the base layer from the frame. Lift the rear canopy rod to disconnect the backrest from the frame, then post the rod back.
Step 2: Recline the seatback
Step 3: Lift the rear canopy rod to disconnect the backrest from the frame, then put the rod back.
Step 4: Fully remove the canopy.
Step 5: Unhook the base layer.
Step 6: Fold the sides and rear mesh panel onto the backrest.
Step 7: First, slide the canopy side over the footrest. Then slide the infant kit footrest over the other side by folding it up. Make sure all straps are tucked under the infant kit.
Step 8: Hook the side support onto the frame.
Step 9: Snap the canopy into place.
Step 10: Ensure the closure straps are secured to the bottom with velcro.

Folding the Colugo Compact With the Infant Kit

Watch The How To Video
Step 1: Ensure the canopy is down by unsnapping the side canopy snap and the front swivel locks are released before folding.
Step 2: Lock the stroller using the brake.
Step 3: Grip the handle. Press the small button, then squeeze the large button, to begin the fold.
Step 4: Push the handle down and forward, bringing the frame together.
Step 5: Ensure the fold latch is engaged. You will hear a ‘click.’
Step 6: Fold the the infant kit footrest toward the handlebar, remove the closure straps from the underside of the infant kit and fasten.
Step 7: If carrying, use the carry strap.

Adjusting the Infant Kit Headrest

Watch The How To Video
Pull the velcro straps through the comfort layer openings just above the shoulder straps. Fasten under the comfort layer.

Using the Infant Kit Cozy

Watch the How to Video
Zip the footmuff around the comfort layer. Secure using the velcro at the footrest. Use the magnets to adjust the length. Always have the top folded down.

Accessories

The Cozy

WATCH ALL COZY VIDEOS
Adding the Cozy to the Colugo Complete (Watch the Video)
1. Secure the bottom of the Cozy around the bottom of the stroller’s seat.
2. Attach Cozy’s Velcro Strap through the highest harness setting on the stroller’s Comfort Layer.
3. Pull the stroller’s harness and waist buckle through the openings in the Cozy.

Adding the Cozy to the Colugo Compact (Watch the Video)
1. Secure the bottom of the Cozy around the bottom of the stroller's seat.
2. Pull the stroller’s harness and waist buckle through the openings in the Cozy.
3. Attach Cozy’s Velcro Strap through the highest harness setting on the stroller’s Comfort Layer.

Packing the Colugo Cozy and Mittens (Watch the Video)
1. Unzip Cozy’s bottom zipper and pull out the pouch.
2. Pack Cozy into the pouch and zip. Bonus: your Cozy Mittens will also fit!

Folding the Colugo Compact Stroller with the Cozy (Watch the Video)
1. Ensure the front swivel locks are released before folding.
2. Lock the stroller using the brake.
3. Grip the handle. Press the small button, then squeeze the large button, to begin the fold.
4. Push the handle down and forward, bringing the frame together.
5. Ensure the fold latch is engaged. You will hear a ‘click.’
6. For the most compact fold, use the backstay. Ensure the rear elastic bands are fastened to the bottom buttons.
7. If carrying, use the carry strap.

The Carrier Cozy

WATCH ALL CARRIER COZY VIDEOS
Adding the Carrier Cozy - Inward Facing (Watch the Video)
1. Snap the Carrier Cozy Buckle Strap behind you.
2. Thread the Carrier Cozy Snap Strap around the inside of the Carrier Shoulder Strap and snap to secure. Do the same thing on the other side.
3. Make final adjustments to make sure everyone is cozy: Tighten the backstrap if necessary and make sure the Carrier Cozy’s inner elastic is around baby’s feet.

Extra Cozy Tip: Remove the Carrier’s removable pouch and snap the bottom of your Carrier Cozy into your Carrier’s waistband to keep little babies extra cozy.

Adding the Carrier Cozy - Outward Facing (Watch the Video)
1. Remove Carrier Cozy’s hood. (You can store the hood in the Cozy’s hand-warmer pocket for safekeeping!).
2. Snap the Carrier Cozy Buckle Strap behind you.
3. Thread the Carrier Cozy Snap Strap around the inside of the Carrier Shoulder Strap and snap to secure. Do the same thing on the other side.
4. Make final adjustments to make sure everyone is cozy: Tighten the backstrap if necessary and make sure the Carrier Cozy’s inner elastic is around baby’s feet.

Packing the Carrier Cozy (Watch the Video)
1. Unzip one side of the Carrier Cozy’s hand-warmer pocket. Reach into the pocket and grab the zipper on the other side.
2. Pull the zipper through the hand-warmer pocket completely to create a pouch.
3. Pack the Cozy Cozy into the pouch you’ve created and zip.

Carrier Cozy Pockets(Watch the Video)

The Carrier Mac

WATCH ALL CARRIER MAC VIDEOS
Adding the Colugo Carrier Mac - Inward Facing (Watch the Video)
1. Snap the Carrier Mac Buckle Strap behind you.
2. Thread the Carrier Mac Snap Strap around the inside of the Carrier Shoulder Strap and snap to secure. Do the same thing on the other side.
3. Make final adjustments to make sure everyone is comfy: Tighten the backstrap if necessary and make sure the Carrier Mac is tucked around baby’s feet.

Pro Tip: Remove the Carrier’s removable pouch and snap the bottom of the Carrier Mac into the Carrier’s waistband to keep little babies extra dry.

Adding the Colugo Carrier Mac - Outward Facing (Watch the Video)
1. Remove Carrier Mac’s hood. (You can store the hood in the Carrier Mac’s pocket for safekeeping!).
2. Snap the Carrier Mac Buckle Strap behind you.
3. Thread the Carrier Mac Snap Strap around the inside of the Carrier Shoulder Strap and snap to secure. Do the same thing on the other side.
4. Make final adjustments to make sure everyone is comfy: Tighten the backstrap if necessary and make sure the Carrier Mac is tucked around baby’s feet.

Packing the Colugo Carrier Mac(Watch the Video)
1. Unzip one side of the Carrier Mac’s pocket. Reach into the pocket and grab the zipper on the other side.
2. Pull the zipper through the pocket completely to create a pouch.
3. Pack the Carrier Mac into the pouch you’ve created and zip.

Cozy Mittens

WATCH ALL COZY MITTENS VIDEOS
Adding the Cozy Mittens to Your Stroller (Watch the Video)
Velcro the Cozy mittens around the top of the handlebar.

b>Packing the Colugo Cozy and Mittens (Watch the Video)
1. Unzip Cozy’s bottom zipper and pull out the pouch.
2. Pack Cozy into the pouch and zip. Bonus: your Cozy Mittens will also fit!

Gift Cards

How do I use my gift card?

You can redeem the value of your gift card by entering its unique code at checkout!

If the balance available on the gift card is greater than or equal to the order total, then you can click Complete order.

If the balance available on the gift card is less than the order total, then you will choose a second payment method for the balance before placing the order.

If you are buying the gift card for someone else, then you can forward the gift card email to the recipient.

How do I check my gift card balance?

While there is no way for you to look up the balance of your gift card, you can always email us at help@hicolugo.com with your gift card code and we’ll be happy to lookup the balance for you.

Can I return a gift card?

Our gift cards are non-refundable. If you purchase a product using a gift card, it is covered under our 100-day return policy. You can return the product at any point in the first 100 days for a full refund of your purchase price (minus any shipping charges, duties, or taxes paid) to your gift card, no questions asked.

Does the gift card expire?

No! Our gift cards never expire. And, we don’t charge any fees for non-use.

Trial and Warranty

What is your warranty?

Satisfaction Guarantee and Limited Warranty

Colugo’s Satisfaction Guarantee and Limited Warranty only apply to US + CA orders. More details below.

Satisfaction Guarantee
Colugo proudly stands behind its products, and we want you and your family to be completely happy with your purchase. For that reason, we provide the following satisfaction guarantee.

If you are not completely satisfied with your purchase, you may return the product for a refund within 100 days of the delivery date. This satisfaction guarantee requires proof of purchase from www.Colugo.com. Please note that any costs of shipping (including taxes, duties, and shipping insurance) are non-refundable.

Purchases from third-party retailers will need to be returned to the original place of purchase. Please contact third-party retailers directly to initiate a return.

Please see below for more information and detailed steps for returning a product.

Colugo Limited Warranty
Products covered by this Limited Warranty

This Limited Warranty covers defects in material and workmanship in Colugo’s strollers, baby carriers, Compact Infant Kit, Carrier Cozy, Cozy Mittens, Cozy Carrier Mac, Diaper Tote, On the Go Organizer, Drool Pack, and Cool Seat (the “Colugo Product(s)”). This Limited Warranty is provided by Colugo LLC. This Limited Warranty does not cover your Colugo Product if you use it in a manner incompatible with the intended function, design, and operating instructions.

Certain exclusions apply and are described further in this Limited Warranty.

Who This Limited Warranty Applies To
This Limited Warranty applies only to the first purchaser of a Colugo Product who purchased such Colugo Product directly from www.Colugo.com. This Limited Warranty is non-transferrable. This Limited Warranty is not applicable for commercial or rental use of Colugo Products. If purchased through a retailer or website other than www.Colugo.com, please contact that retailer for their warranty and return policies. All claims made under this Limited Warranty must include proof of purchase.

Colugo’s Limited Warranty and Responsibilities
Colugo warrants that for (i) two years from the date of delivery to you of a Colugo stroller or baby carrier and (ii) one year from the date of delivery of a Compact Infant Kit, Carrier Cozy, Cozy Mittens, Cozy Carrier Mac, Diaper Tote, On the Go Organizer, Drool Pack, or Cool Seat (each the “Warranty Period”), that your Colugo Product will be free from defects in material and workmanship (“Defects”), as long as such Colugo Product is used in a manner consistent with the intended function, design, and operating instructions. Whether a Defect exists will be determined by Colugo upon evaluation of the Colugo Product.

Colugo’s responsibility for Defects is limited to repair or replacement as set forth in this Limited Warranty. The Warranty Period is not extended if we repair or replace a warranted Colugo Product.

Standard shipping costs for warrantied replacement parts are included as part of this Limited Warranty. Colugo will not ship replacement or repair parts outside of the United States.

This Limited Warranty does not cover:
● Any Colugo Product sold by resellers or third-parties
● Costs of return shipping
● Cosmetic damage and normal wear and tear caused by ordinary use
● Damage during shipping
● A normal stray thread or similar cosmetic issue that can be removed without damaging a Colugo Product and which does not affect the function or overall aesthetics of the Colugo Product
● Labor costs and expenses associated with “customer instruction” or troubleshooting and the repair or shipping of a Colugo Product where no manufacturing defect is found
● Repairs or modifications carried out by a third party
● Theft or loss of a Colugo Product
● Damage to a Colugo Product caused by improper installation, misapplication, negligence, misuse, failure to follow product instructions (e.g., improper cleaning/washing), abuse, negligent handling, damage due to mishandling in transit, including but not limited to: burns, cuts, tears, stains, mold, etc.
● Damage caused by corrosion, mold, or rust
● Damage or degradation caused by the sun, sweat, detergents, damp storage conditions or frequent washings
● Any Colugo Product sold “as-is,” “returned,” “previously owned,” “open-box, or any similar wording indicating that a Colugo Product is not “new” or of “standard quality,” or has been previously purchased or used by another owner
● Failures caused by any external cause or act of God, including but not limited to, collision, theft, vandalism, riot, war, fire, freezing, lightning, earthquake, windstorm, hail, water, flood, debris flow, tornado, or hurricane
● A Colugo Product involved in an accident
● Natural breakdown of colors and materials over extended time and use
● Any incidental, consequential or indirect damages caused by Defects in materials or workmanship, or any delay in repair or replacement of the defective part(s)

In the event of a Defect during the applicable Warranty Period, Colugo LLC’s sole and exclusive liability will be to repair or replace such Colugo Product (or the defective part) with products, parts, and components that are similar to the defective product and of equal value, subject to your fulfillment of “Your Responsibilities” below. Replacements are subject to availability and may be provided in a color different from those originally purchased. For limited/special edition, discontinued, or out-of-stock Colugo Products covered by this Limited Warranty, Colugo guarantees a replacement of a product with equal or greater retail value and does not guarantee an exact replacement of the same item purchased.

Your Responsibilities: How to Initiate a Warranty Claim
In order to be eligible for this Limited Warranty, you must complete all steps for filing a warranty claim through Colugo’s customer support team and provide Colugo with proof of the original date of purchase and your Order Number. You must submit evidence of the Defect with photo/video(s), and any claims must be sent to help@hicolugo.com. Colugo reserves the right to determine if warranty terms and conditions have been met.

Disclaimer, Limitation on Liability
THIS LIMITED WARRANTY IS SUBJECT TO THE DISCLAIMERS AND LIMITATIONS ON LIABILITY IN COLUGO’S TERMS OF USE AVAILABLE ON ITS WEBSITE.

How state law applies
Some states do not allow the exclusion or limitation of incidental or consequential damages or allow limitations on how long an implied warranty lasts, so the above limitations or exclusions may not apply to you. This Limited Warranty gives you specific legal rights, and you may also have other rights that vary from state to state.

RETURN POLICY
We’re here to help, so if you are not completely satisfied with your purchase, you may return the product for a refund within 100 days of the delivery date. NOTE: Please note that any costs of shipping (including taxes, duties, and shipping insurance) are non-refundable.

To help your return go as quickly as possible, please follow these steps:
1. Use the Contact Us form online or email help@hicolugo.com to let us know to expect your return. Please include your name, your order number, and the email address associated with the order along with details that will help us know why the item didn’t work out for you.
2. Do not attempt to return a product without receiving a return authorization from Colugo and confirmation that your return request has been received.
3. We will arrange the return for you by sending you a pre-paid return label to attach to the package and take to your post office or UPS. Please let us know the zip or postal code where you will drop off the package. Please return Colugo in the original shipping box or a similar size box if using our shipping label, as the shipping cost is based on the dimensions of the original shipping box. NOTE: Returns in larger boxes will be subject to additional fees deducted from your refund.
4. Returned items must be in "like new" condition and in the original packaging. See “Damages” below for the return of damaged items.
5. If Colugo approves your refund request, your refund will be processed and applied to your original method of payment as soon as possible after receipt of the returned item. Depending upon your credit card company, it may take up to an additional 10 business days after the credit is applied for the credit to appear on your credit card account.
6. You will receive an email confirmation of receipt of the item along with verification of the refund being processed.
7. As an alternative to the above, Colugo may refund your purchase price without requiring you to return the products at its discretion.

WHAT IF MY ORDER IS DAMAGED UPON RECEIPT?
If you receive a damaged item, please let us know within 48 hours of the delivery. Please email help@hicolugo.com with a photo of the damage along with your name, your order number, and the email address associated with the order. Depending on the damage, you may receive replacement parts, reimbursement of amounts to repair the damaged item, or a full replacement. We will walk you through the process and what to expect upon receipt of your email.

What's this 100-day return period all about? What's your return policy?

RETURN POLICY
We’re here to help, so if you are not completely satisfied with your purchase, you may return the product for a refund within 100 days of the delivery date.
NOTE: Please note that any costs of shipping (including taxes, duties, and shipping insurance) are non-refundable.

To help your return go as quickly as possible, please follow these steps:
1. Use the Contact Us form online or email help@hicolugo.com to let us know to expect your return. Please include your name, your order number, and the email address associated with the order along with details that will help us know why the item didn’t work out for you.
2. Do not attempt to return a product without receiving a return authorization from Colugo and confirmation that your return request has been received.
3. We will arrange the return for you by sending you a pre-paid return label to attach to the package and take to your post office or UPS. Please let us know the zip or postal code where you will drop off the package. Please return Colugo in the original shipping box or a similar size box if using our shipping label, as the shipping cost is based on the dimensions of the original shipping box. NOTE: Returns in larger boxes will be subject to additional fees deducted from your refund.
4. Returned items must be in "like new" condition and in the original packaging. See “Damages” below for the return of damaged items.
5. If Colugo approves your refund request, your refund will be processed and applied to your original method of payment as soon as possible after receipt of the returned item. Depending upon your credit card company, it may take up to an additional 10 business days after the credit is applied for the credit to appear on your credit card account.
6. You will receive an email confirmation of receipt of the item along with verification of the refund being processed.
7. As an alternative to the above, Colugo may refund your purchase price without requiring you to return the products at its discretion.

WHAT IF MY ORDER IS DAMAGED UPON RECEIPT?
If you receive a damaged item, please let us know within 48 hours of the delivery. Please email help@hicolugo.com with a photo of the damage along with your name, your order number, and the email address associated with the order. Depending on the damage, you may receive replacement parts, reimbursement of amounts to repair the damaged item, or a full replacement. We will walk you through the process and what to expect upon receipt of your email.

FAQ

Did you know our customer service team is made up of fellow parents?
They are standing by to answer any and all of your questions!

Text Us! 646.257.2810
Email Us help@hicolugo.com