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FAQ

1. How do I get replacement parts or make a warranty claim?
You can order a replacement part or make a warranty claim by calling our Customer Service Department at 1-800-242-6110 or email us at info@instep.net.  For us to complete your order, you will need the name and model number of your unit readily available.

2. How can I get an owner's manual?
We have many owners’ manuals available under the “Customer Service” section of the Instep website. To view the .pdf files, you must have Adobe's Acrobat Reader installed on your computer. If you don't have the Acrobat Reader installed, please go to the Get Acrobat Reader link to download your free version of the software.

3. How can I purchase an accessory or extra coupler?
Additional couplers and accessories can be purchased online through instep.net. Click here to make a purchase. Please be sure to read the Terms & Conditions before finalizing your purchase. We do our best to have the accessory you want, but if the item is out of stock please check back in a few days.

4. How do I find a dealer that sells Instep? 
Some of the retailers that sell our products are Target, Toys R Us, Amazon, and Dick’s Sporting Goods as well as baby specialty shops.

5. What is the weight limit on my stroller?
Weight limits for strollers vary by model, but generally are 50 lbs for single strollers and 100 lbs for double strollers.

6. How do I find a retail price for Instep products?
The retail price of our strollers, joggers, and trailers is determined by the retail store. We have a Manufactured Suggested Retail Price but ultimately the seller sets the retail price. The MSRP is listed within the product details of each model shown online.

7. Can I buy a replacement part online?
We are sorry, but we do not have replacement or non-warranty parts available for sale online. Please call our customer service department at 1-800-242-6110 to purchase a replacement part. You will need the model number and date code to order replacement parts for your unit. This information can be found on the stroller, jogger or trailer itself.

8. What if the Instep product I just bought is damaged or missing parts?
For damaged or missing parts, please call our customer service department at 1-800-242-6110. You will need the model number and date code to order replacement parts for your unit. This information can be found on the stroller, jogger or trailer itself.

9. What does the warranty cover?
Instep’s limited warranty declares all products to be free from defects in materials and workmanship for a period of one year from the date of purchase. Instep will send no-charge replacement parts for up to one year from the date of purchase for items deemed defective by our customer service dept. Please note: wearable parts such as tires and tubes are not covered by this limited warranty. Please refer to the owner’s manual for more details on the limited warranty.

10. What are the dimensions of my stroller or jogger?
Folded and assembled dimensions vary by model. Please refer to the PRODUCT DETAIL tab found within the online product listing.

11. Are Instep products tested for safety?
Yes, we are a proud member of the JPMA organization and choose to have our strollers tested by an independent testing laboratory to the specific ASTM standard.

12. What is the age recommendation for Instep products?
We recommend that a child be at least 6 months of age before putting him/her in any of our strollers. Trailers are not for use with children under the age of 12 months. Children should be able to support the weight of their heads.

13. The front wheel on my stroller/jogger pulls to one side - what can I do? 
There are troubleshooting instructions in the owners manual that include front wheel alignment problems. If your wheel is veering to the left, loosen the quick release mechanism and adjust the wheel to the right, tighten the quick release mechanism. If it is veering to the right, loosen the quick release mechanism and adjust wheel to the left, tighten the quick release mechanism. If this does not fix the problem, call our Customer Service Department at 800-242-6110 and speak with a representative.

14. How do I clean the fabric on my InStep product?
If light cleaning is required, use a soft cloth with warm water and mild soap. Air dry. Do not put in washing machine. Do not bleach! Any method of washing besides what is listed here voids the warranty.

15. My Instep product arrived damaged - what can I do? 
If your product was delivered damaged and the box clearly shows damage, please contact the delivery carrier and file a damage claim with them. If the box is not damaged but the product is broken or has missing parts, please contact out Customer Service Department at 800-242-6110 and speak with a representative.

16. How wide are InStep strollers?
Our single strollers are 24 inches wide. Our double strollers are 32 inches wide, which fit through standard door openings.

17. Are any InStep products under recall? 
In January 2008, Pacific Cycle announced a recall on the Pathfinder Instant Tandem Trailer COUPLER. The instant tandem is not recalled, only the connecting coupler is under recall.

A replacement coupler can be obtained by calling our Recall Hotline at (877) 564-2261 and speaking with a representative. If you are not sure whether yours needs replaced or not, please review the recall announcement at: http://www.cpsc.gov/CPSCPUB/PREREL/prhtml08/08156.html

18. How tall can my child be to sit in an InStep stroller?
The height limit of the child for all of our strollers is 38 inches tall.

19. How tall are Instep strollers? 
The standard height of the strollers itself is 39-41 inches tall.

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