Frequently Asked Questions

Q: Where can I buy TernX products?

A: TernX is available through ternx.com and in selected stores. We also partner with select premium retailers worldwide; you can find the list of our authorized retailers here.

If you are unsure whether a retailer is authorized, please reach out to us at hello@tern-x.com

Q: How long will it take for my order to arrive?

A: For orders within United States and Australia: average delivery time is 3-5 business days after the order is placed. 

*For security, all orders require a signature from someone at the delivery address.

*Delivery times exclude products on pre-order. Estimated delivery for pre-orders is a target, not a guarantee. While we strive to meet these dates, shipping disruptions beyond our control can sometimes cause delays. We appreciate your patience.

Q: Do you ship internationally?

A: Yes! We currently ship to select international destinations. To see the most up-to-date list, please check the country selector menu during checkout.

If your country isn't listed, you may find our products through one of our authorized retailers in your region. You can also join our Facebook group Traveling With Kids Lounge to be the first to know when we add new shipping destinations.

• International Delivery Time: For orders outside of the United States and Australia, the average delivery time is 10–15 business days after the order is placed.

• International Returns Policy: Please note that all international orders (outside of the USA and Australia) are final sale and are not eligible for "change of mind" returns once shipped.

Q: Do you offer free shipping?

A: Yes, we provide free shipping and flat rate options depending on location.

United States

• Contiguous US: Free shipping on orders over $150. For orders under $150, a $14.95 flat rate applies.

• Alaska & Hawaii: All orders have a flat rate of $89.

• APO Addresses: Please note that we do not currently deliver to APO addresses.

Australia

• ACT, NSW, QLD, & VIC: Free shipping on orders over $150. A $11.95 flat rate applies to orders under $150.

• NT, SA, TAS, & WA:

  • Orders under 5kg: $19.95 flat rate.

  • Orders 5kg and over: $32.95 flat rate.

International Orders

For all countries outside of the United States and Australia, shipping rates will be calculated at checkout based on your destination and order weight.

Q: What shipping carriers do you use?

A: We partner with a variety of reputable carriers to ensure your order arrives safely. For both domestic and international shipments, we primarily utilize FedEx, UPS, DHL, Australia Post, and USPS. Once your order dispatches, you will receive a confirmation email containing your tracking number and the specific carrier used.

Q: Can I cancel my order or pre-order?

A: We understand that plans can change! If you need to cancel, please email us at hello@tern-x.com as soon as possible. As long as your order hasn't been processed for shipping, we’ll do our best to assist. For full details on cancellations, please refer to our Terms and Conditions and Return Policy.

Q: What is your return policy?

A: We kindly ask you to review our change of mind Return Policy for further details.

Q: What are your Terms and Conditions?

A: We kindly ask you to review our Terms and Conditions for further details.

Carry On Luggage Stroller

Product Features

Q: Does the TernX come preassembled?

A: Yes, it arrives fully preassembled. Simply unbox, unfold, and you're ready to roll.

Q: What is the suitcase stroller made from?

A: The luggage shell is crafted from recycled German polycarbonate. The stroller frame is made from aerospace aluminum.

Q: How heavy is the luggage stroller?

A: Product Weight (Mass): 17 lb (7.8 kg). Tolerance ± 2.0% variance (excluding canopy)

Q: What is the dimensions of the luggage stroller?

A: Dimensions (L x W x H): 14 in x 9 in x 22 in (36cm x 23cm x 55cm)

Q: What is the luggage capacity?

A: 18 L (4.8 gal) , plus a convenient under-seat basket with a 4.5 lbs (2 kg) capacity.

Q: Can I access the luggage in stroller mode?

A: Yes, the compartment is easily and always accessible in both luggage (folded) and stroller (unfolded) mode.

Q: Does the luggage work like a spinner or rollerboard?

A: It functions as a 2-wheeled suitcase you pull behind, not a 4-wheeled spinner. This design allows the wheels to be recessed for a better overhead bin fit. Attempting to roll the luggage while it is standing upright or on its stopper side can put undue stress on the stand and may cause permanent damage. 

Q: Can I adjust the luggage telescopic handle height?

A: Yes, the handle adjusts to three settings: 105 cm, 114 cm, and 123 cm.

Q: Do I need to unpack the luggage before folding or unfolding the stroller?

A: No, you don't have to unpack it. The integrated luggage is designed not to interfere with the folding/unfolding mechanism.

Q: Is this a one second fold stroller?

A: No, we're not a one-second fold stroller and that's precisely the point. All strollers are not created equal, nor should they be. While we understand we might not be for everyone, it may just be for you. Our focus is on safety, stability, and convenience. So, while our unfolding might take seconds instead of "one second", it's all for good reason. We're all about offering a one of a kind solution that combines the best of both worlds – a suitcase and stroller in one!

 

Safety & Use

Q: What age is the stroller suitable for?

A: From 6 months (around the age when the child can hold their head up independently) up to a 4-year-old toddler.

Q: What is the max weight for a child?

A: The TernX Carry On Luggage Stroller is certified to international standards for a child weighing up to 48.5 lbs (22 kg).

Q: Does the stroller use a 5-point harness?

A: Yes, it is equipped with a premium, adjustable 5-point safety harness.

Q: Can the seat recline?

A: The seat reclines into two positions (99° and 126°). The backrest height is also adjustable, extending from 15" (38cm) to 20" (50cm).

Q: Does the stroller have a footrest or leg rest for the child?

A: Yes, the stroller is equipped with a fixed footrest.

Q: Where do you store the canopy?

A: The canopy can be stored inside the luggage compartment when not in use.

Q: How does it handle uneven surfaces?

A: Thanks to its independent front wheel suspension and smart design, it handles various surfaces with ease. Check out our irregular surface testing video HERE.

Q: Is the TernX travel stroller certified?

A: 100% yes. Safety is out top priority. The TernX Carry On is rigorously tested and holds major international safety certifications for a weight capacity of up to 22 kg (48.5 lb), including:

• United States: ASTM F833-21
• Europe: EN1888-2:2018+A1:2022
• Australia & New Zealand: AS 2088:2022+A1:2024 and AS/NZS 2088:2013 
• Canada: SOR/2023-101
• South Korea: KC Safety Confirmation (KC Mark Baby Carriages)

Q: What is the correct way to pull or roll the TernX Carry On in luggage mode to prevent damage?

A: The TernX luggage stroller is designed to be used as a 2-wheeled rollerboard, meaning you should pull it behind you at an angle using the telescopic handle. It is not designed to be rolled beside you vertically like a 4-wheeled spinner. Attempting to roll the luggage while it is standing upright or on its stopper side can put undue stress on the stand and may cause damage, which is considered misuse and not covered under warranty.

Q: How do I convert the luggage from stroller mode to luggage mode (and vice versa)?

A: The transition is simple and takes seconds. Check out our video HERE.

Q: Is the stroller seat removable for cleaning?

A: The stroller frame and seat are permanently integrated for safety. However, the soft goods (textiles) are removable for cleaning. Please follow the care label instructions for best results.

Q: Are there any available accessories for the TernX?

A: We do not currently offer accessories. However, we know how important these items are for travel and are actively designing and developing a line of accessories specifically for our travel stroller. Stay tuned to our Facebook group for announcements on when these will be released!

 

Travel & Compatibility

Q: Is the TernX stroller only for plane travel?

A:  Not at all! It's perfect for everyday travel, car, train, or navigating busy streets. Compact, versatile and built for life on the go.

Q: Can I take the TernX on a plane?

A: Yes! It's designed to fit in standard airline overhead bins and complies with carry-on size requirements for most major airlines. That said, carry-on size regulations can vary between airlines, so we always recommend confirming the specific requirements with you airline before you travel.

Q: Will airlines see this as a cabin luggage or stroller?

A: Most airlines will classify the TernX as a stroller due to its design and functionality, allowing you to bring it on board without extra fees. You maybe need to fold it when you reach with aircraft door or check it at the gate if space is limited. Each airline has its own requirements so it's best to check with your specific airline before traveling to ensure compliance.

Q: What size stroller can I take on a plane?

To the best of our knowledge, the TernX Carry On complies with the following Top 91 airlines (more to come!). You can check them our HERE. Again, please verify with your specific airline's carry-on regulations before your journey.

Q: Do travel strollers count as carry-on?

A: Strollers are typically considered "special items" and often don’t count toward your carry-on luggage. The TernX is designed to fit carry-on dimensions, helping you avoid gate-checking.

Q: Is the TernX an airline approved stroller?

A: TernX Carry On Luggage Stroller is airline friendly and designed to meet carry-on size guidelines set by International Air Transport Association (IATA), Transportation Security Administration (TSA ) and Federal Aviation Administration (FAA).

A common misconception is that baby strollers can be officially “Approved”, either “IATA approved,” “TSA approved,” or “FAA approved.” It’s important to clarify that no such universal certification exists from these aviation authorities for strollers as standalone consumer products. While these organizations are critical to maintaining the safety and security of air travel, they do not certify or regulate the design or manufacture of strollers for general airline use. Please note, using the word "approved" typically signify that a stroller meets common airline carry on dimensions or is designed for ease of screening, rather than indicating a formal certification by a governing body.

Q: Does the stroller fit in the plane aisle?

A: The TernX travel stroller is specifically designed to meet standard carry-on size requirements and is compact enough to fit down the aisle on most airlines. However, airline regulations can vary, so we always recommend checking with your carrier prior to travel for any specific guidelines or restrictions related to strollers.

Q: Can it be checked-in the aircraft cargo?

A: We recommend against checking it in as it's designed for carry-on, and mishandling may cause damage.

 

Warranty & Care

Q: What is the warranty period for the TernX Carry On Luggage Stroller?

A: The TernX Carry On comes with a 24-month (two-year) warranty from the date of purchase. This covers manufacturing defects to give you a peace of mind. Please visit our warranty policy for further details.

Q: What is not covered by the 24-month warranty?

A: Our 24-month warranty covers manufacturing defects in materials and workmanship. It does not cover:

• Normal wear and tear (e.g., routine fading of fabric, worn wheels).
• Damage caused by misuse, improper maintenance, or use outside of the product's intended purpose.
• Accidental damage (e.g., dropping, liquid spills).
• Damage caused by airlines or third-party transportation carriers. (Damage sustained during transport must be claimed directly with the carrier).

Q: How do I submit a warranty claim?

A: To make a claim, you must have purchased your TernX product through our official website or an authorized retailer and provide valid proof of purchase.

• Purchased via an Authorized Retailer: Please contact the retailer directly to report the defect in the first instance.

• Purchased via ternx.com: Please email our customer support team at hello@tern-x.com with your order details, a description of the issue, and a photo or short video of the defect. Our team will review your claim and provide instructions on the next steps.

Q: Who is responsible for shipping costs for warranty claim?

A: This applies to products purchased directly through ternx.com

• Shipping to TernX: To return a product for inspection, please email us at hello@tern-x.com. Please note any return costs are at your own expense.

• Shipping Back to You: If your claim is verified and the defect is covered under our 24-month warranty, TernX will cover the cost of shipping the repaired or replacement product back to you.

Q: How to care for the luggage stroller?

A: Please follow these additional steps to properly care for your luggage stroller:

• Ensure the luggage and frame are kept clean and dry. If the stroller becomes dirty or wet, dry it promptly (we recommend using a microfiber cloth). Avoid letting dirt, sand, or dust accumulate, and clean off any debris as soon as possible to maintain full functionality. Neglecting to do so may result in the product malfunctioning either partially or fully.
• To clean the frame, use a damp microfiber cloth with warm water. For a deeper clean, you can add a mild soap solution. Always leave the luggage stroller open to air out and dry completely before storing it.
• Occasionally, you might notice slight oil marks on the telescopic handle. This is completely normal and comes from the lubricant applied to the joints during manufacturing. To clean it, use a damp microfiber cloth with warm water.
• If the soft goods become dirty, hand wash them and hang them to dry, following the care label instructions for best results. Keep in mind that prolonged sun exposure may cause the materials and textiles to fade.
• Regularly check the wheels for wear and clean them of dirt, ensuring no debris is stuck. To keep the brake pedal operating smoothly, apply silicone spray lubricant regularly and protect it from dirt and liquids.

Q: Are spare parts available for purchase?

A: Yes, we currently offer replacements for high-wear parts like the wheels, soft-goods and canopy etc. Contact hello@tern-x.com for availability and pricing.

Q: Has TernX received any awards or recognition?

A: Yes! TernX has won multiple prestigious international design awards, including being named one of TIME's Best Inventions, and was featured on Shark Tank.

Q: Will tariffs affect TernX product prices?

A: To the best of our ability, TernX will not be increasing prices despite changes in global trade policies.