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Warranty Info

What is the Baby Sherpa Warranty Policy?

Baby Sherpa Diaper Bag Backpacks and products are fully warranted to the original owner against defects in materials and workmanship for 30 days from purchase. Please check your item before using it or removing the hangtags, since we do not accept the returns without tags or used. If a product ever fails due to a manufacturing defect, we will repair the product, without charge, or replace it, at our discretion. This warranty does not cover damage caused by accident (getting caught in a car door), improper care, negligence, normal wear and tear, or the natural breakdown of colors and materials over extended time and use. Damage not covered under warranty will be repaired for a reasonable rate and a fee will be charged for return shipping.

Product(s) must be returned in new and unused condition with the accessories and tag(s) attached for a full refund.  Please note that a copy of your receipt is required.  Baby Sherpa is not responsible for products lost or damaged in transit.  We recommend using a shipper, such as UPS or FedEx for tracking purposes.  Original shipping cost is not refundable.  All returns require a Return Authorization (RA).  To get an RA please email us at This email address is being protected from spambots. You need JavaScript enabled to view it. with Return Authorization in the subject line or you can call us at 888-333-3424   No returns will be accepted without a return authorization number.  Items to be exchanged for another item must be clearly indicated. Exchange orders are subject to standard shipping and processing fees.

This warranty policy supersedes all previous warranty policies. 

Note: This warranty does not cover products not bought at authorized Baby Sherpa dealers.

Can I return it to the retailer where I purchased it for warranty?  
Only if you notice a defect within the first 14 days of your purchase.  After that all warranty issues must be sent to either the Canadian or US warranty department.

Are rips and tears covered by warranty?
Rips, tears, burns and holes are not covered under the terms of our warranty policy. Caught your buckle in the car door?  Not covered, but we can repair it for you.  


Is normal wear and tear covered by warranty?
We manufacture all of our products to meet our superior standards. However, regardless of how carefully you use, or how well you care for your Baby Sherpa product, it will eventually begin to show age and wear. Baby Sherpa warranty covers defects in workmanship and materials, but it does not cover normal wear and tear.

I really don't want to send my pack in. Isn't there something else you can do?
If you want warranty service for your pack, it is up to you to send it to our service center. We understand that sending the defective pack to us may be inconvenient. However, it's the only way we can be sure that the pack is fully repaired. It also helps us identify and correct problems in our materials or our manufacturing process. With that information, we can continue to improve our products and our quality.

Our normal turnaround time is about four weeks, usually less. This includes the shipping time by ground to you. If this turnaround time becomes a problem for you, tell us. We can sometimes "rush" repairs through for special situations. Just let us know.

Should I insure my product when I mail it in?
Please insure your product by Baby Sherpa for its full value when you send it to us. Use a shipping method that provides a tracking number, to ensure that your product will arrive safely.

Who pays for shipping?

As stated in our warranty policy, the customer pays the shipping charges to send products to the Warranty Department. Baby Sherpa will absorb the return shipping charges. If you request that we return your product by UPS Overnight or 2nd Day Air, the additional shipping charges will be billed to you. Shipping charges for all non-warranty repairs are at the owner's expense.

How long will my repair take?
Our typical turn around time is three to four weeks from the time we receive your product until it is returned to you. In some cases we can get it back to you sooner. In rare cases, it may take longer. 
 


 Other Important Questions:


How should I clean my Baby Sherpa? 
We recommend you clean your pack with a damp cloth as necessary. Do not machine wash or use detergent or bleach. Line dry. (Be gentle... you wouldn't want to be put in the washing machine or the dryer, either!)

I lost my diaper pad how do I get a new one?  
Replacement parts can be ordered for your Baby Sherpa-just check our products section.


I took off my bottle pocket to rinse it out and now it doesn’t want to stay on what should I do?

You might have forgotten to thread the webbing through the webbing slot on the side.  Take off the bottle pocket thread through the webbing and then Velcro it.  If you forget to thread it through the webbing the Velcro will not hold the weight and the pocket will come off.

SUMMARY TO SEND YOUR BABY SHERPA PRODUCT IN FOR WARRANTY OR REPAIR.



STEP ONE

  • Call for a Return Authorization (RA) Number.
  • Consumers call 1-888-333-3424.
  • Tell us WHAT you are sending back-describe the product.
  • Tell us WHY you are sending it back-describe the problem.
  • Record the RA# and details for future reference.


STEP TWO

Pack and ship the product immediately! Please include all parts of your diaper bag- diaper pad, bottle pockets and waist belt.  

If you live in Canada:

Product Service
Attention: Warranty RA#______________
Baby Sherpa
Box 590 11016 E Sellers Road Stony Mountain, Manitoba CANADA R0C 3A0

If you live in the US please call or email This email address is being protected from spambots. You need JavaScript enabled to view it.">This email address is being protected from spambots. You need JavaScript enabled to view it. for a RA.  At that time shipping instructions will be sent to you.

Customers are responsible for shipping charges to Baby Sherpa. If the problem is determined to be not covered under warranty but can be repaired, we will call with a quote, and to get authorization to proceed with the repair. If the problem is not covered under warranty nor repairable, the product will be returned as is.

The warranty applies only to Baby Sherpa products purchased from Authorized Baby Sherpa Dealers and is valid for the original purchaser only.



Excluded from coverage under this warranty are the following:

  • Damage caused by misuse, abuse or neglect.
  • Normal wear and tear.
  • Damage caused by anything other than defects in material or workmanship.
  • Damage caused by use of solvents, adhesives or detergents

 Repaired or replaced products are covered for the remainder of the original warranty only. 
 

All warranty claims should be accompanied by the original purchase receipt from an Authorized Baby Sherpa Dealer. Invoice or charge receipt must clearly identify the dealer.

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