FAQs

Product Videos | Replacement Parts | Shipping Questions | Order Status | Billing & Invoice | Returns & Exchanges | Contact Keekaroo™ | Privacy Policy | Discontinued Products


Product Videos

Where can I get help to set up my product? Many helpful product videos are available to assist you. Click Here to view our product videos.


Replacement Parts

How can I purchase replacement parts for my Keekaroo Products? Place an order for what you need on Keekaroo.com! Click Here to view the replacement parts that are available for purchase.


Shipping Questions

How much will shipping be? Shipping rates are calculated instantly in your shopping cart at time of purchase.

When Will My Order Ship? In 3 - 5 Business Days. We do our best to ship orders 3-5 business days after your order has been placed. If you have specific questions about shipping, please call #1-800-994-2416, Option #4!

How Long until I receive my order? UPS Ground takes 1 - 6 business days after it ships. Refer to the map below for the specific shipping time to your city.

Rush Delivery? Please call for a quote!

Alaska, Hawaii & Puerto Rico Shipping?See the UPS Ground Shipping Rate Chart below. If you would like a quote for Air Services, please call #1-800-994-2416, Option #4!

Military Shipping? Keekaroo utilizes the USPS for all APO/FPO/DPO shipments.

Map of UPS Ground Shipping Transit Times

US Time in Transit Map
1 day   = If shipped on Monday, your package(s) will arrive on Tuesday.
2 days = If shipped on Monday, your package(s) will arrive on Wednesday.
3 days = If shipped on Monday, your package(s) will arrive on Thursday.
4 days = If shipped on Monday, your package(s) will arrive on Friday.
5 days = If shipped on Monday, your package(s) will arrive on Monday.
6 days = If shipped on Monday, your package(s) will arrive on Tuesday.

THE DAY YOUR ORDERS SHIPS DOES NOT COUNT! If your order is shipped on Monday and the map shows it is supposed to take 3 business days to reach you, your order will arrive on Thursday!

Can I track my order or check the status? Of Course! Please have your order number handy if possible. You will receive several communications related to the status of your order once it has been placed. An email will be sent confirming that your order has been received and is being processed by Keekaroo.com. You will also receive an email providing you with a tracking number for your package(s) once they have shipped.


Order Status

How can I verify that the order I placed online went through? Check your email. You will receive an automatically generated email that acknowledges that your order has been received. If you do not, please Email Keekaroo Support or call us at 1-800-994-2416.

Why was my order charged sales tax? Sales Tax is charged only on orders shipped to New York State addresses. Customers with a Shipping Address within New York State will be charged sales tax based on county tax of the Shipping Address.


Billing & Invoice

What type of payment options do I have when I purchase?

Option 1: Credit Card payment Online Credit cards are the quickest, most accurate and most efficient method. It’s absolutely safe using our Online Order Process. We encourage you to use the Online Order Process by selecting the products and accessories you need and then clicking the “Add to Shopping Cart” button, which will begin the order process. Please note that all online transactions at Keekaroo.com are handled safely with industry-standard SSL (Secure Sockets Layer) encryption. We accept all major credit cards including Visa, Master Card, Discover Card, and American Express.

Option 2: Credit Card by Phone If you prefer to order by phone, please feel free to call us at 1-800-994-2416. If you have any questions (product or payment related), we will be glad to help you over the phone.

Option 3: Credit Card via Fax or Mail If you prefer to FAX or MAIL your credit card information, simply use the Online Order Process. Then on the “Shipping & Billing Information” page, select payment method “OTHER-EXPLAIN”. Next, in the comments box simply tell us you will Fax or Mail your credit card information. Make sure to include your Order Number when you fax or mail us. Include the full NAME and ADDRESS as it appears on your credit card statement, card NUMBER, and card EXPIRATION DATE. Also please provide us your contact information (phone number) so that we can reach you in case there are any questions.

Our FAX is: 1-315-429-8862.

Our mailing address is:
Bergeron by Design
15 South Second Street
Dolgeville, NY 13329

Option 4: Check or Money Order by Mail If you prefer to MAIL a personal check or money order as payment, simply use the Online Order Process. Then on the “Shipping & Billing Information” page select payment method "Check By Mail".

Please be sure to include your Order Number on your check or money order and mail it along with your contact information (PHONE number) so that we can reach you in case there are any questions.

Please make your check or money order payable to: "Bergeron by Design" and mail it to:

Bergeron by Design
15 South Second Street
Dolgeville, NY 13329

Please realize credit cards clear instantly, but it may take 5-7 working days before your check can be cleared verifying that funds are available. We are sorry, but we cannot ship your order until your payment clears the bank.

Option 5: Purchase Order Please call for information!


Returns & Exchanges

If there is a problem with your Keekaroo product, please contact the retailer you purchased from and follow their instructions.

If you purchased a replacement part from Keekaroo.com and when you received your replacement part and it is damaged or not the correct part for your product and would like to return for a FULL REFUND or replacement, please either Email Keekaroo Support or call toll free 1-800-994-2416.

Please note the following conditions:

There are certain things you must do in the event of a return in order to receive a full refund.

  1. You must keep your carton and packing materials for safe return transport! Please carefully repack the items so they are secure and tight inside the box in the same configuration you originally received them.
  2. You must contact us WITHIN 30 DAYS of the receipt of the products. When you do, we will provide you with return instructions and a return authorization number to insure that your return is processed.
  3. All customers are responsible for the cost of shipping the returned item(s) to Keekaroo.com with a return authorization number and in the original packaging as stated above. To protect yourself, use a delivery service that has a tracking # and insurance. Of course, if you receive a defective product or an order that is in some way our error, Keekaroo.com will pay for the return shipping expense.

Can I return the product once it has been opened? Yes! You can't try it if you don't open the box! Our return policy is very simply set to favor you as a Keekaroo.com Customer! If within 30 days of receiving one of our products you are not satisfied, you are able to return it to us, even if you have opened the product.

Do I need to send the item back in the original box? Yes, it will help ensure you receive full credit for your return! The product must be returned in the original packaging and must be in new condition to receive full credit. Refunds will not be provided if the product is damaged due to misuse or neglect on the part of the consumer. Rest assured, if you send it back to us within the 30-day product evaluation period, and in the condition that you received it in we will credit you the full value of your original purchase.

Where should I send my return?Contact Keekaroo Support for a Return Authorization. Please either Email Keekaroo Support or call 1-800-994-2416 to set up a return authorization. We will provide you with the instructions.


Contact Keekaroo

How Can I Contact Customer Service? We’re only an email or a phone call away! Email Keekaroo Support or call us at 1-800-994-2416. Rest assured that if our front line customer support is not able to handle your issue it will be quickly passed on directly to an appropriate member of the Keekaroo.com team.

Complete your Keekaroo Warranty Card Online

Want to become a Keekaroo Retailer? Click Here to find out how!

Privacy Policy

Keekaroo views nothing to be more important than your rights as our customer to anonymity, however, so that we can conduct business with you and provide the best customer service possible, we might need to contact you regarding issues related to your order(s). As a result we will need to ask for information from you including: your name, email address, phone number, and mail to address.  We need to capture information such as this to have the ability to contact you should we need to reach you regarding your order(s) with Keekaroo.com.

To be clear, Keekaroo.com does not disclose your personal address information to anyone or any company to be used across different web sites or for use in direct mail campaigns.  The assumption is made that you as our customer prefer your status to remain anonymous.  As a result we will keep it that way.

We may, in the future email you as Keekaroo.com if we have new information related to product(s) you might have already purchased.  We will also be sure to communicate with you about coming new product offerings, thus giving you the first look at what is new and exciting from Keekaroo™!  Please note: if Keekaroo.com does provide information to you in future emails, you will always be given the opportunity to opt out of any future email communications that we provide to our customers.

Third-Party Web Beacons: We use third-party web beacons from Yahoo! to help analyze where visitors go and what they do while visiting our website. Yahoo! may also use anonymous information about your visits to this and other websites in order to improve its products and services and provide advertisements about goods and services of interest to you. If you would like more information about this practice and to know your choices about not having this information used by Yahoo!, click here.

Email Keekaroo™ Support or call us at 1-800-994-2416.  Rest assured that if our front line customer support is not able to handle your issue it will be quickly directed to an appropriate member of the Keekaroo.com team.


Discontinued Products

The Karoo Stroller was discontinued as of March 29th, 2012 and is not longer available for purchase.