Frequently Asked Questions

What items do you carry?

We currently sell a variety of secondhand products - including strollers, carriers, monitors, high chairs, and nursery furniture. We are constantly broadening our selection, so be sure to check back on our site often or sign up for our newsletter. We do not currently sell toys, books, or clothing and our selection of car seats is limited to new in box or open box items only.

Why do you carry some brands and not others?

While we understand that parents have a range of brands that they love, we have chosen to only sell select brands to ensure that we are able to inspect, clean, and package your items with consistency. Over time we hope to add more brands to our selection.

How often is your inventory updated?

We add new products to our site every Tuesday!

How are items cleaned?

Every item that we accept is rigorously cleaned. Smaller cloth items are laundered, sanitized via steam, and then sealed. Larger items are vacuumed of any dirt and allergens and wiped down with disinfecting wipes. Any removable cloth parts are laundered and sanitized via steam.

How are items priced?

We price items based on their condition. We try and ensure that our products are comparable to buying used from other sources.

How do I know what condition the item is in?

Every item is inspected when we take it so that we have an accurate view of its condition. A detailed description is included with each listing, as well as photographs of any visible flaws.

Why did an item disappear from my cart?

Each listing on our site is for a unique product. Other shoppers may purchase an item you also have in your cart, at which point the item will disappear.

Can I view your products in person?

Unfortunately we do not have an option for in-person shopping at this time. We are currently in the process of moving to a new location. We cannot wait to invite you into our new space when the time is right.

What forms of payment do you accept?

We currently accept major American credit cards including Visa, Mastercard, American Express, and Discover. You can also pay using Shop Pay, Apple Pay, and Paypal.

Can I cancel my order?

You can cancel an order if we have not already processed and labeled the item for shipment. Your best bet is to email us within 24 hours of placing the order. Please email us at customer.service@storkexchange.co if you wish to cancel your order and we will do our best to assist you.

Can I change part of my order?

If your order has not been processed and labeled for shipment we are able to change the shipping address. Unfortunately we are unable to change payment or remove select items from an order once the order has been submitted. Please email us at customer.service@storkechange.co and we will do our best to assist you.

How long does it take an order to ship?

Our goal is to process all orders within 1-2 business days of receiving the order. We do our absolute best to meet this goal but please be patient with us, especially at times of high traffic. We are a small team and doing our absolute best to get your order to you as fast as possible. We do not process orders on weekends or major US holidays.

Do you ship to PO boxes?

We do not ship to PO boxes.

Do you ship internationally?

At this time we are unable to ship internationally.

What are my shipping options?

We currently offer standard shipping (3-7 business days).

We also offer local delivery in the Charlotte area and freee pickup from our Charlotte warehouse.

Please note that some items are unavailable for shipping and are available for local pickup and delivery only. If an item is not eligible for shipping, it is noted on the product listing page. You will be unable to complete checkout if you choose shipping for these items.

How much does shipping cost?

Shipping prices are calculated by the total weight of the items purchased.

Items under three pounds (think carriers and wraps) cost $8.00 to ship.

Items between 3 and 10 pounds (think DockaTots, second stroller seats, or multiple small items) cost $12.00 to ship.

Items over 10 pounds (think strollers, car seats, or multiple items) cost $30.00 to ship.

Local delivery is $5.

Local pickup is free.

How long will an item take to arrive?

Standard shipping should take 3 to 7 business days to arrive but ultimately depends on the carrier.

Local deliveries occur on Fridays. Orders must be placed by Wednesday for same week delivery. Orders placed after Wednesday will be delivered the following Friday. All orders are left at the front door for contactless delivery. You will receive a notification when your item is delivered and a photo of the delivered items.

You can pickup items at our Charlotte warehouse located at 8328 Pineville-Matthews Road, Charlotte NC 28205. Pickup is open from 10AM to 4PM Monday through Friday. Items are generally ready for pickup within 24 hours but you will be notified when your item is ready for pickup.

How can I track my package?

Once your item is shipped, we will email you with a tracking number for your shipment. You can use this to track your package here.

What if my package says delivered but I didn’t get it?

If your package is reported as delivered but you did not receive, check with your neighbors! Many times orders are delivered to the wrong address. If you are still unable to locate your shipment, please reach out to us at customer.service@storkexchange.co and we will do our best to assist you.

What if an item I ordered isn’t included in my shipment?

If your shipment does not contain all items you ordered, please reach out to us immediately at customer.service@storkexchange.co so we can fix this issue.

 

What if an item is damaged or isn’t what I expected?

Our customers trust is important so we stand behind every item we sell. All of our items are guaranteed for 14 days after receipt. If an item arrives damaged, missing parts, or simply isn't in the condition it was listed as, we will make it right. Whenever possible, we'll offer you the option to replace or repair the damaged item. Or you can return the item at no cost to receive a full refund.

What is your return policy?

If you change your mind about an item, we accept returns within 14 days of delivery. Items being returned must be in the same condition they were purchased in and cannot show signs of recent use. Returned items are subject to a $15 restock fee. Original shipping costs are not eligble for refunds.

What if I want to return my item after 14 days?

If you'd like to return an item outside of the 14 day window or the item is no longer in the same condition you received it, you are welcome to consign your item with us! We offer discounted consignment fees for items previously purchased from our store. Head over to our consignment page for additional details.

How do I start a return?

To start a return, contact us at returns@storkexchange.co. We’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Are your products covered by warranty?

Our products are not covered by manufacturers' warranties. All of our items are sold as secondhand items and are not considered to be "new" purchases by the manufacturer.

We are currently revamping our buying program and are planning to relaunch it within the next two months. Please stay tuned for additional details.

The best way to stay updated is to follow us on social media or sign up for our newsletter.

What are you doing about COVID?

All our items that we sell are sterilized via CDC approved methods. Smaller items are sealed immediately after sterilization.

How can I report a problem?

If you have any issues or complaints, please reach out to us at customer.service@storkexchange.co.