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.

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 and ship all orders within 1-2 business days of receiving the orders. We do not process orders on weekends or major US holidays. While we will do our best to meet that timeline, please understand if your order takes longer to process as we operate with a small, dedicated staff.

Do you ship internationally?

At this time we are unable to ship internationally.

What are my shipping options?

We currently offer standard shipping (3-4 business days).

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

How much does shipping cost?

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

Smaller items like slings and wraps generally cost $4.00 to ship.

Medium sized items like carriers generally cost $8.00 to ship.

Large items like DockaTots or multiple carriers generally cost $12.00 to ship.

Very large items like strollers cost $30.00 to ship.

Local delivery and pickup are free.

How long will an item take to arrive?

Standard shipping should take 3 to 4 business days to arrive.

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 is your return policy?

We accept returns on items 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. Items can be returned for either store credit or a refund to your method of payment.

How do I start a return?

To start a return, you can contact us at returns@storkexchange.co. If your return is accepted, 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 manufacturer's warranties. All of our items are sold as secondhand items and are not considered to be "new" purchases by the manufacturer.

What if an item isn’t what I expected?

If you receive an item and believe it does not match the description or condition of the item as listed on our website, please reach out to us at customer.service@storkexchange.co. We rigorously inspect all items prior to listing them on the site and strive to ensure that our descriptions of the item and its condition are as accurate as possible. We will review any complaints that you have and if we find them to be fair, we will cover the cost of returning the item.

How can I sell my used baby goods to you?

If you’re interested in selling with us, please go to the Sell With Us page and fill out the seller submission form. We will be in touch to discuss pricing and arrange pickup.

What kinds of baby goods are you accepting?

In the Charlotte area we are able to take a wide range of goods such as strollers, pack and plays, activity centers, high chairs, baby carriers, monitors, breast pumps, and more! Outside of Charlotte we can provide a shipping label for you to send us smaller items only - things like monitors or baby carriers.

We are not accepting toys, books, clothes, furniture or car seats.

What condition items are you accepting?

We only accept goods that are in good or better condition. A good rule of thumb is that the item should be in a condition where you would feel comfortable using it yourself.

We review all items carefully when we receive them to ensure that they will meet our standards. Items with clearly visible stains or damage will not be accepted. If you ship an item in to us and it doesn't meet our standards, you can either pay the shipping to have it returned or we will donate it to a local charity.

How do I get paid?

We currently arrange payouts via Venmo or PayPal. We are unable to provide cash directly for your purchase.

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.