Frequently Asked Questions

What are conditions?


It shows no signs of cosmetic damage visible from a distance of 12 inches. Zero stains on fabric after a full disinfectant wipe down


It shows visible minor imperfections from 12 inches away. Zero stains on fabric after a full disinfectant wipe down


Scratches are visible on the unit from 12 inches away and perceptible to the touch. Zero stains on fabric after a full disinfectant wipe down

What is refurbishment or previously loved?

Previously loved items are units that deserve a second life. When purchasing a previously loved joovy product, you can be confident that they have - 

  • been treated right by its previous owner;
  • been appropriately repaired by our certified technicians;
  • gone through a rigorous testing process before going on sale.

When will my order ship?

Orders placed Monday - Friday will usually be sent out within one to two business days.

If for some reason we are unable to ship your order out within this window, we will be sure to reach out and let you know as soon as possible.

When will I get my order?

Our orders are shipped via Fedex Ground, which can typically take 1-6 business days depending on your location. The further you live from our warehouse in California, the longer it can take for your order to arrive. We will be sure to send your tracking information once it ships so you can follow along!

How can I track my order?

You can track your order in the orders detail page here. Once the order has shipped, a tracking number will be provided for you.

Do you ship internationally?

We do not currently ship internationally. Our services are currently offered to customers in the Contiguous United States. We do not currently ship to Alaska, Hawaii or US Territories.

Do you charge sales tax?

Yes, there is sales tax where applicable.

Can I return a product?

All sales are final. The initiative for previously loved products is to reduce the number of products that are returned. However, if the product is damaged or defective on arrival, you can reach out to the customer service here.

If a qualified return request is deemed damaged or defective, then it can be returned.


Doesn't pass visual inspection and/or fabrics on the unit contain stains or residue, missing box, missing parts.


Issues with the units intended functionality. Joints do not lock into place or other issues that can cause harm to whoever using the unit.

The item I want is out of stock, what do I do?

If an item you have your eye on is out of stock, don’t fret! There’s a good chance it’ll be back in stock in the near future. If there is a specific product you’re curious about, please feel free to reach out to our Customer Experience team and we might be able to give you a rough estimate of when it’ll be back in stock!

Need additional help?

Reach out to our support team at and one of our great support team members will get back to you within 24 hours!