FAQs

Assembly

What tools do I need to assemble BabyUp®?

• BabyUp® in basic configuration does not require any tool for assembly. For highchair configuration you will only need a crosshead screwdriver to securely attach the leg divider.

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How long does it take to assemble?

• Assembly typically takes around 5 minutes for each configuration, making it easy to fold, transport and unfold. Detailed instructions are included in the package and on our website where you can also find convenient video tutorials.

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Usage

How do I adjust BabyUp® to the correct angle and baby size and age?

• BabyUp® features adjustable settings to find the most comfortable and effective position for your baby. Instructions on adjusting the straps and the angle are provided in the manual included in the package and downloadable on our website.

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How long can my baby stay in BabyUp®?

• Your baby can rest in BabyUp® for as long as they are comfortable. The quasi-vertical angle of BabyUp® is safe and mimics the natural position of your baby on your shoulder. The 45° angle, although the flattest, is however not meant for sleeping, only for supervised rest. Always supervise your baby while they are in BabyUp®.

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Can BabyUp® be used for other purposes besides digesting?

• Yes, BabyUp® can also be used for other activities such as resting and, in highchair configuration, for feeding, provided your baby is supervised. Moreover, the toy attachment allows you to safely attach your baby’s hanging toys for their entertainment and the Bluetooth® speakers can be connected to your personal devices to play your baby’s favourite lullabies, your soothing voice or heartbeat. The adjustable rocking motion is ideal for babies who need cradling to settle. For more health benefits, please see the Medical Considerations section of these FAQ.

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Maintenance

How do I clean BabyUp®?

• The fabric components are removable and machine washable. The frame can be wiped down with a damp cloth and mild detergent. Clean BabyUp® regularly, especially after spills or accidents. The fabric should be washed as needed based on usage.

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Where should I keep BabyUp®?

• It is designed for indoor use. Keep BabyUp® away from direct sunlight and extreme temperatures and humidity.

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How do I take care of accessories and components?

• Regularly check for loose parts, damaged cables, worn fabric, straps, bayonets, wheels, knobs, attachments. All accessories and parts should be discarded if damaged and possibly replaced by new ones by contacting us on customerservice@kooltrade.co.uk. Discontinue use if damaged parts render BabyUp® unsafe for your baby and contact us immediately.

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Dimensions and Portability

What are the dimensions of the product when assembled?

• The assembled product dimensions are H102 x L78.3 x W84 cm. This information will help you determine if the product fits in your desired space. BabyUp® weighs 10 kg/22 lbs.

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Can the product be easily stored when not in use?

• Yes, the product is designed to be compact and foldable for convenient storage when not in use. Its dimensions when folded are H61 x L27 x W86 cm. BabyUp® weighs 10 kg/22 lbs.

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Will the product fit in standard doorways for easy transport?

• Yes, the product is designed to fit through standard doorways, making it easy to transport between rooms.

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Is BabyUp® easy to transport?

• Yes, BabyUp® is designed to be lightweight (10 kg/22 lbs) and foldable for easy transport. It fits in most car boots and is convenient for travel. Moreover, its lockable wheels allow you to comfortably move it and lock it in place again ensuring transportability and safety.

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Does it come with a carrying case?

• Although BabyUp® does not come with a carrying case, once folded, it can be easily carried by hand.

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Safety and Sustainability

Are there any safety certifications for BabyUp®?

• Yes, BabyUp® meets all relevant safety standards and has been certified by appropriate regulatory bodies. See Owner’s Manual for details.

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What safety features are included?

• BabyUp® includes a secure harness system, non-slip anti-toppling base and lockable wheels to keep your baby safe from falls. It is made from non-toxic non-flammable materials. However, always keep the product away from flames, never leave your baby unattended and adhere to the instructions and safety guidelines in the Owner’s Manual.

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Is it dangerous if my baby arches their back and thrusts away from the unit?

• It is normal for some babies to resist being in the BabyUp® at first and to try pushing their way out. Rest assured that their little neck and back are well protected by the specially designed padding and that the safety locks of the bayonets will keep the carrier firmly attached to the unit. Moreover, the unit is very stable when used according to the user’s guide. Always supervise your baby while they are in the device and make sure to follow the usage instructions included in the Owner’s Manual.

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Is this product environmentally friendly?

• We strive to guarantee maximum sustainability in our manufacturing processes and materials selection. The frame is made from eco-friendly materials and is designed for longevity to minimise waste.

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Are replacement parts available to extend the product's lifespan?

• Yes, we offer replacement parts to extend the lifespan of the product, reducing the need for premature disposal. To order spare parts, please contact us at customerservice@kooltrade.co.uk

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Can I recycle the product at the end of its lifespan?

• Yes, the product and its accessories are recyclable at the end of BabyUp®’s lifespan. We encourage responsible disposal methods to minimise environmental impact.

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Support

How can I contact customer support?

• You can contact our customer support via email at customerservice@kooltrade.co.uk

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Where can I purchase replacement parts?

• Replacement parts are available on request by contacting customer support at customerservice@kooltrade.co.uk

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Medical Considerations

Can BabyUp® treat my baby’s reflux?

• It is designed by doctors for reflux relief. However, it is essential to consult with a healthcare professional for a comprehensive treatment plan.

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Can BabyUp® help with other aspects of my baby’s health?

• Absolutely! Its angle helps them breathe more easily when they have a cold or bronchitis. It also promotes cognitive development as your baby can explore their surroundings and interact with ease from its ideal height and position. In case of congenital stiff neck an infant lying on its back will inevitably turn its head contracting its stiff side: with BabyUp@ you can gently change the side to the one that needs a gentle stretch, as advised by your health provider. Finally, it helps reinforce the neck muscles, just like during tummy-time, minus the risk of putting your baby on its tummy!

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Does BabyUp® require a prescription?

• No, it does not require a prescription, but it is advisable to consult with your healthcare provider before use.

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Can BabyUp® cause allergies or reactions?

• BabyUp® is generally safe to use with infants, however, should your baby suffer from specific allergies do check the fabric and frame materials in our online Owner’s Manual to make sure it is safe for your baby.

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Can I use BabyUp® if my baby has other medical conditions?

• BabyUp® is designed by doctors for babies with acid reflux. However, if you have specific concerns always consult with your paediatrician before use, especially if your baby suffers from other medical conditions.

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Costs and Shipping Information

What is the estimated shipping time?

• Shipping typically takes 3-5 business days for mainland UK (excludes Ireland). Please be aware that this is an estimate based on usual shipping times.
  You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.

  For more details see our Shipping policy page.

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What are the shipping costs?

• Shipping is free for all orders over £50 in mainland UK (excludes Ireland).

  Shipping is £4.95 for all orders under £50 in mainland UK (excludes Ireland).

  For more details see our Shipping policy page.

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Cancellations, Refunds and Returns

What is your return policy?

• If you aren’t 100% happy with your purchase, you can return it to us up to 28 days after date of purchase. After this duration we cannot offer you a refund unless the goods were faulty at point of receiving.

  For more details see our Refund policy page
  

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How do I request a refund or return?

• To be eligible for a return we require a receipt or proof of purchase, your item must be unused and in the same condition that you received it. It must also be in the original packaging. You need to inform us if you wish to return the order by contacting us via our online contact form or via our customer service team available on 0161 335 2500 or customerservice@kooltrade.co.uk

  For more details see our Refund policy page

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Troubleshooting

My device is not adjusting to the desired angle. What should I do?

• Ensure that all locking mechanisms are engaged properly and that there are no obstructions preventing adjustment.

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The fabric components of my device seem loose. How can I fix this?

• Check that the fabric components are properly installed according to the assembly instructions. If they are correctly installed but do not seem secure, they might have been damaged during cleaning or usage or have a manufacturing defect. Contact Customer Service for advice and/or a replacement part.

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My device is wobbling or unstable. What could be causing this?

• Ensure that the device is assembled correctly, and all components are securely tightened. Check that the floor surface is level and stable.

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The sling is not holding the baby properly. How can I resolve this?

• Verify that the harness straps are not twisted or tangled and that the bayonets are properly clipped at the right level and in the right position to fit your baby’s size securely according to the Owner’s Manual. Regularly check and readjust the attachments to fit your growing baby.

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The device is emitting an unusual odour. What should I do?

• If you notice any unusual odours unplug the power supply and discontinue use immediately and contact customer support for further guidance. Do not attempt to use the device until the issue is resolved.

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My device arrived damaged or with missing parts. What can I do?

• If your device arrives damaged or with missing parts, please contact our customer support team immediately with details and photos of the issue. We will work to resolve the issue promptly and ensure you receive a fully functional product.

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I can’t play any sound though the Bluetooth® speaker. Why?

• Ensure that your device is paired correctly and that the volume knob is turned up. If the issue persists, try restarting both the speaker and your device.

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My BabyUp® won’t turn on.

• Check that the power cord is securely plugged into both the device and the outlet and that the outlet is powered. For safety reasons, only use the power supply included in the package.

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The rocking speed doesn’t change when I adjust the knob

• Check that there’s no obstruction, adjust the baby’s position, and ensure they’re seated correctly.

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