From the very start, my experience was awful. I placed my order a couple of weeks before delivering my baby boy. They sent me one of two packages, so I had half of the stroller. There is NO contact number or customer service number. You can only email the company which was annoying and sketchy. Another nightmare. I waited over a month just to get a damaged stroller. The email replies came every 4-6 days. There’s only ONE PERSON emailing. No one else responded. Just Nikki. A nightmare. My son’s stroller looks like it got thrown around. I’m utterly disgusted. I’ve sent photos and nothing has happened. I fell in love with this stroller, when I first saw it, and I can’t believe this is how things went. It’s a no for me. I had to buy an entirely different stroller. A Nuna. They had the nerve to even not want to compensate me for the inconvenience, just for me to experience more. It’s collecting dust and ugly. What an experience.
Response from orbitbaby.comApr 23, 2026
Thank you for taking the time to share your experience. We’d like to clarify a few points to ensure an accurate understanding of what occurred.
From the start, your order was shipped in multiple boxes, which is standard for stroller systems. As noted in our initial response on March 11, one package was delayed in transit by the carrier while the other was already delivered.
Unfortunately, carriers will sometimes separate multi-box shipments, and this portion of the delivery process is outside of our control.
Regarding communication, our support team operates on a 24–48 hour response window. All replies throughout your case were sent within this timeframe. We also want to note that multiple follow-up emails sent in short succession can unintentionally delay response times, as our system processes inquiries in chronological order.
Despite the challenges with the carrier delay, our team worked to provide solutions, including:
– Offering an overnight shipment of the missing seat
– Providing a prepaid return label
– Issuing a generous refund as a courtesy for the inconvenience
Ultimately, the full order was delivered, and compensation was provided in addition to expedited resolution efforts.
We would also like to acknowledge that the tone and language used throughout the correspondence made it more difficult to move efficiently toward a resolution. Our team remains committed to helping every customer, and we always aim for respectful, solution-oriented communication on both sides.
We’re sorry the experience did not meet your expectations and appreciate the opportunity to clarify the full context.
AP
April
Quality
When I ordered the items I was really excited, turned out to be that the carseat was super heavy. The stroller it self started peeling and to wable in less than a year. The plastic from the handle started to pull apart. I regret getting it due to the price you would think is of a great quality but for my surprise it was not what I expected.
Response from orbitbaby.comApr 23, 2026
Thank you for your feedback, we’re sorry to hear the product didn’t meet your expectations.
Regarding weight, our car seat is designed to be in line with many premium, full-featured infant car seats on the market. While our 360° SmartHub does add some additional weight, it also delivers meaningful functional benefits, including seamless rotation and ease of use when moving your child in and out of the seat.
We’ve intentionally prioritized a robust build and a deeper seat design to enhance both safety and comfort. These design choices can result in a slightly heavier product, but they are part of our commitment to delivering a high-performance, fully integrated system rather than a minimal, stripped-down alternative.
We stand fully behind our products with a 2-year warranty. However, we were unable to locate a completed warranty claim associated with this issue, and we’d welcome the opportunity to make this right. Please reach out to our support team with photos and order details so we can properly review and assist.
DK
Daniel K.
Premium Price, Poor Experience — and My Review Was Filtered
Update (Response to Orbit Baby):
Orbit Baby’s response is focused entirely on a 60-day return policy — while continuing to ignore the core issue:
This shipment required a Direct Signature, and the “signature” provided is clearly not mine (not even remotely similar). The exact same scribble appears across multiple packages, which raises serious concerns about whether a signature was actually obtained at all.
If a Direct Signature delivery is released without verifying the recipient, that is not a valid delivery. Everything in their response assumes the delivery was properly completed — that is exactly what is being challenged.
They also claim they would have helped if notified earlier, but that ignores what actually happened:
* The packages were not in our possession when marked delivered
* They were only located weeks later, after our baby was already born
* Because of this, we had to purchase a separate bassinet stroller just to get through that period
* As a result, the Orbit Baby system wasn’t even opened or used until much later — entirely due to a failed delivery situation
Framing this as a “late return” is misleading. This is a delivery failure that directly impacted timing, use, and the ability to address the issue within their window.
At this point, a formal FedEx investigation is already open regarding the signature discrepancy. If the Direct Signature requirement was not properly followed, that has broader implications beyond just this order.
I made multiple attempts to resolve this reasonably. Instead, Orbit Baby has chosen to rely on policy technicalities while avoiding the underlying issue.
That approach speaks for itself.
Original Review:
I purchased the Orbit Baby G5 travel system expecting a premium experience to match the premium price (over $2,000). Unfortunately, the entire process turned into a very frustrating experience.
The shipment was sent via FedEx with Direct Signature Required, yet no one in our household signed for the package. Despite this, the delivery was marked as completed. The packages were not actually located until nearly a month later in our building lobby — after our baby had already been born, which completely defeated the purpose of purchasing the system when we did.
The FedEx tracking page shows only a typed version of my name as the “signature,” rather than an actual captured signature image. FedEx has informed me that only the shipper can obtain the official proof-of-delivery document containing the signature record, so I have asked Orbit Baby to retrieve that document so we can determine who actually signed for the delivery.
Separately, the product itself did not match the practical expectations created by the marketing. The system is very bulky and heavy, which becomes a serious issue for families living in walk-up buildings. The marketing also highlights “360° rotation in the car,” which creates the impression of broader functionality than what is actually provided. What is not made sufficiently clear is that the included seat is rear-facing only, meaning a separate toddler car seat must later be purchased if you want a forward-facing seat within the Orbit system.
I attempted to resolve the situation directly with the company and asked for a reasonable solution, including a courtesy exchange to their newer compact model. Instead of working toward a resolution, Orbit Baby simply relied on the return window and declined to help.
Finally, I attempted to post this review directly on Orbit Baby’s website twice, but it never appeared publicly on the product page. This raises concerns about review moderation and whether negative reviews are being filtered.
For a brand positioned as a premium baby product company, both the customer support and transparency in this situation have been disappointing.
Response from orbitbaby.comApr 21, 2026
Thank you for taking the time to share your feedback.
We’re sorry to hear that your experience did not meet expectations. After reviewing your case, we’d like to clarify a few important details for accuracy.
Your order was placed over 280 days ago, which is well outside of our 60-day return window.
In July 2025, you contacted us indicating that your package was missing. Our team responded promptly and requested the necessary information to initiate either a replacement or a refund. We typically resolve lost or stolen package claims within 1–2 business days once that information is received.
As we did not receive a follow-up response, it was reasonable for us to assume the issue had been resolved. At no point were we informed that the shipment was later located in your building lobby. Had we been notified at that time, there still would have been an opportunity to assist within the return window.
We did not hear from you again until March 1, 2026, when you reached out requesting an exchange for a newer model.
Regarding the product itself, the Orbit Baby G5 Travel System specifications, including size, weight, and rear-facing car seat configuration, are clearly outlined in our product descriptions. These are standard safety and design parameters and do not indicate a product defect.
We are always committed to working with our customers when concerns are raised within a reasonable timeframe. In this case, the request was made significantly outside of our return policy and after extended use of the product, which limits the options we’re able to offer.
We appreciate your feedback and wish you and your family the best.
— Orbit Baby Team
AO
Ali Ç.
terrible product
terrible product , very poor quality , overpriced , gace me hard time on return , they didn't issue full refund
Response from orbitbaby.comApr 21, 2026
Thank you for your feedback.
We’re sorry to hear that you’re dissatisfied with your return experience. We’d like to clarify a few important details regarding your case.
As part of our return process, you confirmed that the item was in like-new condition by agreeing to the return terms at the time of submission.
Upon inspection, the items received showed clear signs of excessive use, including substantial and very visible staining and residue, and therefore did not meet the criteria for a full refund under our return policy.
That said, in an effort to be fair and accommodating, we issued a partial refund rather than declining the return altogether.
We strive to apply our policies consistently while also working toward reasonable resolutions when possible. We appreciate your understanding.
