FAQs
Please let us know what questions you'd like to see answered!
Direct your questions to toughtraveler@aol.com,
and we'll post the answers - or pass your questions on to other customers!
- Where are Tough Traveler products made?
- Can I purchase your products from a retailer in my area?
- Where is the Tough Traveler retail store?
- How do I get replacement instruction manuals or parts?
- How old does my child have to be before I can use a Tough
Traveler child carrier?
- Are Tough Traveler products washable?
- I'd like to try on a Tough Traveler child carrier. Are they
sold in my area?
- How can I get my Tough Traveler product repaired?
- I've run over my child carrier with my car. Is the carrier
salvageable?
- What is Tough Traveler's return policy?
- Does Tough Traveler have a printed catalog?
- What is Tough Traveler's privacy policy?
- My Tough Traveler child carrier is several years old. Will I
be able to purchase the Rain/Sun Hood for it?
- I've lost the plastic rods that go with the Rain/Sun Hood. Can I
get replacements?
- Can I get a discount if I purchase in quantity?
All of our products are manufactured in our factory in Schenectady, New York. You might
say we are insourcers! We
strive to use the most environmentally-friendly materials (such as non-etched aluminum)
suitable, minimize waste material, and make products that
are long-lasting to save resources.
Our products are sold at some fine specialty baby, outdoor stores, luggage, music, or
medical stores throughout the USA and in some other countries. However, most of our
products are not widely available except through mail-order. Our products used to be sold at many retailers, but now most products in our field are imports, so Tough Traveler products are largely sold by internet/mail order or a small number of specialty retailers.
While your neighbors, relatives, or friends might
speak of products that are not comfortable, not durable, inconvenient, or even merely
"okay," please do the 'extra search' to find our excellent products instead!
For assistance finding a retailer, call our toll-free number, 1-800-GO-TOUGH, and our
customer service staff will try to locate a retailer for you. If one can't be found
near enough to you, we suggest you try our mail-order/internet order - if you don't like
the product, you can return it within 30 days (see information).
Our retail store is located at 1012 State Street in Schenectady, NY 12307.
We're within easy driving distance from the cities of Albany, Saratoga, and Troy.
Also, it might be worth the drive to come from farther to see our wide selection of Tough
Traveler products - we're only about two hours from Lake Placid (where one of our products
happens to be in the Olympic museum!), about an hour and a half from Lake George and Glens
Falls, about four hours from Montreal (we're near Albany, about halfway between Montreal
and NYC), and we're close enough (!) to many cities in Massachusetts, Connecticut,
and Vermont! For directions and for hours, please call 518-393-0168, or click here for directions.
Click on this link to order replacement manuals & parts: Replacements
Parts which must be installed at our factory are not available on the website. Please
e-mail or call if you cannot find the part you are looking for.
You may begin to use a backpack child carrier once your baby can sit up on its own. This is typically at around six months of age, but varies from child to child.
Most Tough Traveler products can be machine washed. Products without a metal frame
should be machine washed in cold water, then air-dried (do not machine dry). If your
product has a metal frame, the frame will need to be removed before it can be machine
washed. On our child carriers, and most other luggage and backpacks, the frame is easily
removable! For a few products, however, the frame is not removable. You will need to
hand-wash these items. Please call 800-GO-TOUGH if you have questions about removing your
product from the frame.
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If you have the opportunity, it is great to try on a child carrier before purchase!
Tough Traveler carriers are sold in specialty outdoors and baby stores throughout the
United States. If you contact us toll-free at
1-800-GO-TOUGH (800-468-6844), we will be happy to try to locate a retail store in your
area. If we are unable to find a dealer near you, however, we suggest that you purchase
on-line and try the carrier at home and on walks; if you find that it does not work perfectly for you, you
can return the pack within 30 days for a full refund.
We suggest that if you try on any carrier before purchasing, if your baby is not available, you use an appropriate weight to test, as a carrier may seem to be comfortable and a correct fit without weight - but not when actually holding your child!
Please send all damaged Tough Traveler products to our factory at the following
address:
Tough Traveler, Attn Repair Department
1012 State St.
Schenectady, NY 12307
Please include your name, address, phone number, a complete description of the problem,
and an explanation of how the damage occurred, so that we can serve you better. Most
problems are repairable!
There is no charge for repairing damage that has occurred through product defect.
There will be a small charge for fixing any damage that has been caused by misuse
or by normal wear-and-tear. Zippers are specifically guaranteed for one year, and so
any zipper repairs after that time will be charged. Zipper replacement on a standard
backpack is generally about $8.00.
All products returned for repair must be CLEAN (by New York State law)! Please wash and
remove all personal items, animal hairs, dirt, or other debris.
Sewn-on patches, embroidery, and other decorations are generally acceptable.
Probably! Unless there is damage to the actual material of the carrier, we can
usually replace the frame quite easily. If the fabric is ripped, it may be harder,
but we'll try our best! Please send the carrier back to our repair department, along
with your name, address, phone number, and an explanation of how the damage occurred.
Frame replacement is $45.50, which includes shipping/handling within the
continental USA. The address for our repair department is:
Tough Traveler, Attn Repair Department
1012 State St.
Schenectady, NY 12307
Returns may be made for any reason for thirty days from invoice date (as long as item
is clean and in re-sellable condition) for a full cash refund. Items returned must
be in clean, resellable condition. After thirty days, full credit will only be given
in case of product defect, although store/catalog credit may be given in some
circumstances. We hope that you will be fully satisfied with any purchase from Tough
Traveler!
Our full, up-to-date catalog is available only online. We are constantly updating the site to ensure that all available products and colors are listed, and that out of stock items are quickly removed. Please let us know if you need more information about any item!
Tough Traveler does not sell any customer information to other companies. Please be assured that your name will not be sold or placed on a
mailing list.
If your carrier is under 15 years old, then you will be able to attach the current
Rain/Sun Hood to it without any trouble. If your carrier is more than 15 years old,
than you may or may not be able to use the Rain/Sun Hood. To determine whether you
will be able to use the Rain/Sun Hood, simply look at the back of your carrier, where the
Tough Traveler label is. To each side of the label you should see little black
straps (pieces of webbing) flat across the back of the carrier. You should be able
to fit your finger in between the strap and the carrier, but it should not be loose.
If you have these straps, then you will be able to use the Rain/Sun Hood with no
adjustment. If you do not have these straps, then the carrier will need to
be retro-fitted to fit the canopy. You can return the carrier to us at Tough
Traveler, Repair Department, 1012 State St, Schenectady, NY 12307 for retrofitting.
Of course! You can order replacement Rain/Sun Hood Rods from our website at Replacements, or by calling 1-800-GO-TOUGH. The charge for a
pair of rods is $12.50, which includes shipping and handling within the continental USA.
Some purchases may be eligible for a discount. If you are from a retail store, you may
purchase at wholesale prices. If you are a private individual, business, or organization,
you may be able to purchase products at discounts based on quantities required and type of
organization. Please e-mail to service@toughtraveler.com
for more information.
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