Missing or Damaged Items

If you believe your order arrived missing items, damaged, or incorrect, please contact our Customer Care at customersupport@ergobaby.com as soon as possible and within 7 days of delivery so we can assist. To help us review your request, please include the following information in your email: Your order number Photos of the damaged item, if applicable Photos of the contents of the box A photo of the packing slip inside the box A photo of the shipping label on the outside of the box Once we receive this information, we will open an investigation with our warehouse to determine what may have occurred. Based on the findings, we will work to resolve the issue by sending a replacement item or the missing product, as appropriate. If the issue appears to be related to shipping damage, we will file a claim with the courier on your behalf and offer a replacement once the claim process is complete. Ergobaby handles courier investigations directly. If you have already contacted the carrier, please provide any correspondence or claim results so we can continue assisting you. Please note that we are not responsible for items that are lost or stolen after delivery to unsecured locations. If you have questions or need assistance, please contact our Customer Care team, and we will be happy to help.