Frequently Asked Questions

General

Q: How can I contact TernX?

A: We love hearing from our community! Whether you have a question about our collection, need assistance with an order, or just want to share your travel adventures, our team is here to help.

The best way to reach us is by visiting our Contact Us page, where you can submit a support ticket directly to our team.

Alternatively, you can reach out via:

• Email: support@ternx.com (We typically respond within 2-3 business days).

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 support@ternx.com

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

A: For orders within United States, Australia, Hong Kong, United Kingdom and Europe, the average delivery time is 3-7 business days after the order is placed. 

•  Security: The Carry On Luggage Stroller requires a signature upon delivery.
• Pre-orders: Delivery times exclude pre-orders. Estimated delivery dates are targets, not guarantees, as external disruptions may 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, Australia, Hong Kong, United Kingdom and Europe 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 United States, Australia, Hong Kong, United Kingdom and Europe) are final sale and are not eligible for "change of mind" returns once shipped.

*Delivery times exclude pre-orders. Estimated delivery dates are targets, not guarantees, as external disruptions may cause delays. We appreciate your patience.

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 USD 150. For orders under USD 150, a $9.95 flat rate applies.
• Alaska & Hawaii:
• Orders under 5kg: USD 39 flat rate.
• Orders 5kg to 11kg: USD 89 flat rate.
• Orders 11kg to 22kg: USD 179 flat rate.
•  APO Addresses: Please note that we do not currently deliver to APO addresses.

Australia

• ACT, NSW, QLD, & VIC: Free shipping on orders over AUD 150. An AUD 11.95 flat rate applies to orders under AUD 150.
• NT, SA, TAS, & WA:
• Orders under 5kg: AUD19.95 flat rate.
• Orders 5kg and over: AUD 32.95 flat rate.

Hong Kong

• Standard Shipping: Free shipping on all orders to Hong Kong.

Europe + United Kingdom

• Standard Shipping: Free shipping on all orders over EUR 150 within our European shipping destinations and UK.

International Orders

For all countries outside of the United States, Australia, Hong Kong, United Kingdom and Europe, 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, USPS, SF Express and Australia Post. 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 support@ternx.com as soon as possible. If your order hasn't been processed for shipping, we’ll do our best to assist. All cancellations will incur a fee. 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: Do you offer price matching or price adjustments?

A:  Yes, we offer a one-time price adjustment if you find the exact same product at a lower price on our website within 72 hours of your original purchase.

Please note the following conditions:

• Form of Credit: Adjustments are issued exclusively as store credit; we do not offer cash or credit card refunds for price differences.
• Eligibility: The product must be the identical model, color, and year, and must be in stock at the lower price at the time of your request.
• Timeframe: Request must be submitted within 72 hours of your original purchase.

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: 17 lbs (7.8 kg) - Excluding sun canopy.

Q: What are the folded dimensions of the luggage stroller?

A: Dimensions: 22” x 14” in x 9” (55cm x 36cm x 23cm) - Designed to meet IATA carry-on standards for most major airlines.

Note: Carry-on size and weight restrictions vary by airline and are subject to change without notice. It is the traveler's responsibility to verify current limits with their airline prior to travel.

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 accessible in both luggage (folded) and stroller (unfolded) mode.

Q: Is it a 4-wheel “spinner” or a rolling 2-wheel luggage?

A: It functions as a 2-wheeled suitcase. 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: How do I adjust the height of the telescopic handle?

A: To ensure the telescoping mechanism locks securely into your preferred height, please follow these simple steps:

1. Fully Extend First: Press the release button and pull the handle all the way up until it reaches its maximum height.
2. Adjust Downward: Once fully extended, press the button again to lower the handle into your desired position (Short, Medium, or Tall).
3. Listen for the Click: You will hear a firm "click" when the handle is locked into place. Note: A small amount of "play" or wobble in the handle is an intentional engineering requirement to ensure smooth sliding.

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 and our “loaded fold” system 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. 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 depending on some size and weight.

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 an 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. It also comes with its own storage bag that can be easily attached to the handle.

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: 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 48.5 lbs (22 kg).

• 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 roll the TernX Carry On in luggage mode to prevent damage?

A: The TernX is designed to be used as a two-wheeled suitcase. Unlike a conventional two-wheel suitcase, the TernX needs to be inverted (flipped) so it can be tilted and pulled behind you at an angle using the telescopic handle. It is not designed to be rolled vertically like a four-wheeled "spinner" suitcase. Attempting to roll the luggage while it is standing upright or on its integrated stand can put undue stress on the components. Damage resulting from upright rolling is considered misuse and is not covered under our 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!

 

Lifestyle & Capability

Q: Can I use the TernX as my primary stroller, or is it only for travel?

A:  While the TernX is the ultimate travel companion, it is engineered for daily use. With its aerospace aluminum frame and independent suspension, it is built to handle city sidewalks, shopping trips, and daily commutes just as well as airport terminals.

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.

Note: Carry-on size and weight restrictions vary by airline and are subject to change without notice. It is the traveler's responsibility to verify current limits with their airline prior to 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: While it is technically possible, we highly recommend taking it as a carry-on. The TernX was specifically engineered for the cabin to ensure it stays with you. Checking it into cargo exposes it to the rough handling of airport baggage systems, which can cause cosmetic or structural damage that is not covered by our warranty. 

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 limited warranty from the date of purchase (with the exception of Indonesia, where the warranty period is 12 months). This covers manufacturing defects to ensure your peace of mind while traveling. For more information on what’s included, 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 support@ternx.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 support@ternx.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: If my stroller is replaced, does my 24-month warranty start over?

A: No. The warranty period does not reset if your unit is repaired or replaced. Any replacement or service provided is covered for the remaining duration of your original 24-month warranty, calculated from your initial date of purchase.

Q: Is the warranty transferable?

A: No, the TernX warranty is non-transferable. It applies exclusively to the original purchaser and is valid only when the product is purchased directly from our website or an authorized retailer. Proof of purchase is required to initiate any warranty claim. For more information on what’s included, please visit our warranty policy for further details.

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 support@ternx.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.

 

Troubleshooting (Technical)

Q: The folding mechanism feels a bit stiff. Is this normal?

A: Like all high-precision gear, there may be a short "break-in" period. We recommend practicing the fold/unfold a few times indoors. If it feels unusually tight, ensure that the luggage compartment is not overstuffed and that no fabric from the seat or harness is caught in the folding joints. Always ensure the telescopic handle is fully retracted before initiating the fold.

Q: My telescopic handle has a slight "wobble." Is it secure?

A: Yes. The telescopic handle is designed with a small amount of "play" or tolerance. This is an intentional engineering requirement to ensure the handle can slide smoothly and won't jam if a small amount of dust or temperature-based expansion occurs. This does not compromise the structural integrity of the unit.

Q: The brake pedal feels hard to engage or release. What should I do?

A: If you have been traveling through dusty, sandy, or muddy environments, debris may have entered the brake housing. We recommend clearing the area with compressed air or a damp cloth and applying a small amount of silicone spray lubricant to the brake mechanism. Avoid using heavy oils like WD-40, as they can attract more dirt.

Q: My front wheels aren't swiveling as smoothly as they used to. How do I fix this?

A: This is usually caused by a buildup of hair, lint, or fine grit in the wheel axel. Simply wipe the axels clean and ensure no debris is wrapped around the wheel pins. A quick spray of silicone lubricant on the swivel joint will usually restore the "like-new" glide.

Q: The harness buckle is difficult to click into place. Is there a trick?

A: Ensure that the two shoulder straps are correctly aligned with the waist tabs before inserting them into the center buckle. If the buckle feels "gritty," it may have food crumbs or juice residue inside; you can rinse the buckle under warm running water and air-dry it to restore smooth clicking.