Customer Service

FAQs

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

E-mail:
service@jlchildress.com

Phone:
800-720-5031 or 714-939-9376
(Monday-Friday 9AM-4PM Pacific Standard Time)

 

Custom Stroller Travel Bags

If your stroller doesn’t fit in a current J.L. Childress stroller travel bag, we offer custom, made-to-order stroller travel bags. To order a custom stroller travel bag, please contact us at 800-720-5031 or email service@jlchildress.com. Custom stroller travel bags can be padded or unpadded. Production typically takes 2-4 weeks plus shipping time; however, we will confirm exact production time upon placement of your order. Custom bags are made to fit your specific stroller and cannot be returned. All custom bags are made in the USA!

 

Warranty

For over 30 years, families have trusted J. L. Childress to make high-quality products that are practical and multi-functional. We take great pride in the quality of our craftsmanship and stand behind our products 100%. This is why we warrant all J.L. Childress products against defects in material and workmanship for as long as the original purchaser owns them.*

If a defect in material or workmanship occurs, please contact us by emailing service@jlchildress.com and providing a detailed description of the concern along with digital pictures of the damage and an image or copy of your receipt with the date of purchase. Our Warranty applies to items purchased in new condition and from authorized resellers. We will evaluate each individual situation and, at our discretion, repair or replace your product at no cost to you (includes ground shipping within the USA).

Our mission is to provide you with products that fit your busy lifestyle and provide practical solutions for your on-the-go needs. If there is anything that we can do to better your experience with a J.L Childress product, please do not hesitate to call us at 800-720-5031 or email us at service@jlchildress.com.

*As no product is indestructible, our warranty does not cover damage caused by normal wear and tear, abrasion, negligence, abuse, exposure to extreme temperatures, accidents, misuse of the product or transport damage (by airlines, for example). We highly recommend inspecting your product immediately after handling by anyone other than you. Claims for damage due to transport should be filed with the carrier before leaving the airport.

Normal wear and tear includes, but is not limited to: scratches on the bag from dragging, rubbing, or normal use; dirt spots; odor or mildew caused by improper care or spills that are not cleaned immediately; punctured or bloated ice packs; natural breakdown of materials or excessive zipper wear.

 

Repairs

J.L Childress products are made from the highest quality materials available to meet our standards and provide you with practical products for your on-the-go needs. Like any other product, our products are not indestructible and in some circumstances may need to be repaired. If your product is damaged and is not covered by our warranty, we are happy to evaluate it for repair.

Please contact our Customer Service team at 800-720-5031 or by emailing service@jlchildress.com and provide a detailed description of the repair needed along with digital pictures. If your product is repairable, we will ask you to ship the product to our facility in California where repairs will be made in 7-10 business days. There will be a nominal repair processing fee and we will ask that you cover return shipping charges. If we are unable to repair your product, we will suggest alternative options and do everything we can to minimize any inconvenience.

 

Return/Exchange Policy

Items purchased through a J.L. Childress retailer must be returned/exchanged through that specific retailer, observing their particular return/exchange policy. If their policy no longer applies or does not cover your concern, please refer to our Warranty Policy.

Custom Bags:

Custom bags are made-to-order and cannot be returned.

JLCHILDRESS.COM Orders:

J.L. Childress will only return/exchange items purchased directly through us on jlchildress.com. A copy of your paid invoice or receipt is required for all returns/exchanges. Item must be in it’s original packaging. Please contact service@jlchildress.com to process return/exchange.

 

Replacement Parts

To order bag straps, buckles, ice packs or any other missing or damaged part, please contact us at 800-720-5031 or email us at service@jlchildress.com.

 

Discount Codes

Discount codes cannot be combined. Discount codes can be used in conjunction with free shipping on all orders over $50.

 

Shipping & Handling

Custom Bags:

Standard – Ground Shipping
We charge standard UPS 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 or production of a custom bag is complete.

Expedited Shipping
UPS 2-day, 3-day or overnight delivery is available and we are happy to provide a quote upon request.

JLCHILDRESS.COM Orders:

All orders are processed within 2 business days of payment verification and are shipped via USPS, UPS or FedEx.

Free shipping is offered on all orders over $50 shipping within the United States. Pricing and delivery times for Standard and Priority shipping is as follows:

  • Standard 6-8 Days (Business Days): $10 flat rate
  • Priority 3-5 Days (Business Days): $15 flat rate

Please note that on occasion, such as during holiday rush, there may be a slight delay in processing time. Your business is very important to us, and we make every effort to process your order as quickly as possible.

 

Privacy

We understand the sensitivity of your personal information and J.L. Childress 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 and occasionally tell you about exciting J.L. Childress 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.