FAQ

After seeing, or hearing about JetKids products, you may have questions about functionality, available accessories, or benefits for you and your child. In an effort to make the answers more readily available, we have compiled a list of frequently asked questions for you.

If you require more help, please feel free to contact our customer service team.

Shipping

Do you offer free shipping?

BedBox is always shipped via express shipping, for free. Shipping fees do apply to other products.

Do you ship to my country?

We ship worldwide, excluding North Korea, Russia, PO Box, APO and FPO Box.

How can I track my order?

Once your order has been processed and shipped, confirmation will be sent by JetKids to the email you supplied during checkout. A tracking number and URL  will be included, allowing you to track via DHL’s website.

How long will it take for my order to arrive?

To estimate the total delivery time of a product already available, please allow up to two business days for processing and handling of your order. Once shipped, the delivery time is estimated to take between 2 and 4 business days. All orders are processed Monday through Friday, excluding Saturday, Sunday and public holidays.

Is a signature required upon delivery of my order?
JetKids uses DHL with On Demand Delivery options ensuring you have the flexibility to make changes and manage your delivery when your purchase is on its way to you. An SMS/ Email notification will be sent to you after your order has been dispatched. Choose from:
  • Collect from service point, Schedule your delivery
  • Signature Waiver
  • Leave with neighbour or security
  • Deliver to another address
  • Vacation Hold
More detail available via our Shipping & Returns page

Purchase, Payment, Taxes & Duties

Which payment methods do you accept?

Depending on your shipping destination, the following payment options are available:

  • Visa
  • Master Card
  • American Express
  • PayPal
  • Discover
  • GiroPay
  • iDEAL
  • Alipay
  • Bancontact
What do you mean by duties and taxes included?

Duties and Taxes are dependent on the country you are having your JetKids products shipped too. All duties and taxes will be added to your selected products and will be shown in full in the check-out. You will therefore have no additional import change once your order has been delivered to you.

Can I use multiple methods of payment?

We can unfortunately, at this time, only accept one form of payment per order.

Can I cancel or modify an order after I’ve placed it?

Yes, we can modify color of any product you have purchased. If you would like to change into another product or upgrade, we are able to cancel your order and place a new one. For cancellations or modifications to an order, please contact us at info@jet-kids.com. Please include the name used when ordering as well as your order number.

Returns

What is your return policy?
To be eligible for return, please ensure:
  1. The product was received in the last 14 days
  2. The product is in its original packaging
  3. The product isn’t used or damaged
  4. You have the receipt or order number as proof of purchase
Products that do not meet these criteria can, unfortunately, not be considered for return.
How do I make a return?

To start the return process, please email info@jet-kids.com. We will provide you with a DHL packing slip, which is to be used for your return. Order a pick-up at your convenience and send the product with its original packing.

How long does it take for a refund to be issued?

The total purchase price will be refunded to you as soon as the goods have been returned to us and we have verified its condition.

Warranty

What warranty does BedBox carry?

BedBox comes with a two year global warranty. Warranty is applicable if product has been used correctly, for example, only used as hand-luggage only, not sent as checked luggage. You will also need to provide us an image of damage or a detailed description of your warranty claim. You will also need to provide a receipt or order number as proof of purchase.

What warranty does Crew BackPack carry?

Crew BackPack comes with a two year global warranty.

Product

BedBox™

General

How do I use BedBox?

Step 1: Place the BedBox in front of you seat. Optional: Use the strap on the BedBox to secure it to the seat.

Step 2: Push the side buttons and lift to remove the lid. Flip the lid and place it back on the BedBox. You have five levels to adjust the hight to match the seat.

Step 3: Slide out the extension plate. 

Step 4: Place the mattress on the seat and the extension pate.

Step 5: Relax and enjoy the trip!

What is the suggested age for using BedBox?

We suggest a minimum age of 2 years, as most airlines assign children their own seat from that age. In addition, the bed feature of the BedBox requires a full seat for use. We also recommend the child to be 3 years old when sitting/riding on the BedBox, as the child's feet should touch the ground as a safety precaution.

When is it time to retire BedBox use?

Dependent on how tall your child is, BedBox should comfortable for your child. We therefore suggest that the BedBox be used up to the age of 7. BedBox is tested for a weight up to 35 kg.

During Flight

Where can I use my BedBox?

BedBox is perfect for use on plaines, trains and cruises.

Which airlines allow use of the BedBox Sleep-on function?

We have a thorough list of airlines that already have officially approved the use of the BedBox Sleep-on function, and more are coming. The list is updated regularly: https://jet-kids.com/approved-airline-list/

Many airlines don’t have a specific policy regarding comfort devices such as the BedBox, but will still allow its use. If in doubt, please contact us at info@jet-kids.com

Which seats can I use the BedBox on?

BedBox should only be used with window seats or middle seats when there is a middle row (See this photo). This is to not block any exits for another passenger. It is possible to use the BedBox on bulkhead seats, though the BedBox is primarily designed to be used between two seats.

What kind of approvals does BedBox have?

As BedBox is a personal comfort device, and must not be confused with e.g a Child Restraint device. Personal comfort devices and carry-on suitcases such as BedBox and RideBox are normally not subject to a specific approval from the aviation authorities. They are brought on board for personal comfort and convenience and can be used at the discretion of the crew, and within their limitations (e.g not during taxi, takeoff &landing).

For BedBox, as with most other personal items brought on board, the user is responsible for ensuring proper use according to the user instructions.
Does BedBox count as luggage?

Yes, BedBox counts towards your child's carry-on luggage quota. BedBox fits the universal carry-on dimensions.

BedBox Versions

Do multiple versions of BedBox exist? How do I know which one I have?

Yes, there are three version of the BedBox. Here’s how to identify them:

Version 1 (V1): Light grey colored with either blue or red strap and accents. The mattress is white with thick arm rests that are detachable with velcro. Version 2 (V2): Colored Blue Sky, Green Aurora or Pink Lemonade. The mattress is white with thick arm rests that are detachable with velcro. Version 3 (V3): Colored Blue Sky, Green Aurora or Pink Lemonade as per V2. The mattress is light grey, the arm rests are sown into the mattress and will naturally fall outwards away form the child. They are thinner, allowing for more storage of regular contents. The V3 mattress can be separated into two pieces, one to use on the seat and one to place over the extension plate.
What improvements have made from version 1 to 3?

V1 to V2: (1) new colors; (2) stronger hooks; (3) improved wheel structural design; and (4) extension plate on the lid with an opening feature allowing 2L extra storage

V2 to V3: (1) lighter and smoother packaging to reduce environmental footprint; (2) further improvements to the wheels and wheel structure, with more dampening, for an even smoother and more comfortable ride! (3) new mattress, now machine washable; (4) slimmer mattress design that leaves more space for packing in the BedBox; (5) mattress now comes in two pieces for more flexibility, when e.g only being used as a leg rest; (6) new strap clips in plastic, stronger and more durable than the previous ones in metal. Easier to clip/unclip to/from BedBox.

What are the differences to the new mattress?

Vertical anti-skid stripes to keep the mattress in place on any kind of seat and elastic bands, to secure the mattress in place on top of the extension plate.

Machine washable at 30 degrees celsius, delicate cycle and dry flat.

Detachable with two snap buttons, created the possibility of packing the mattress covering the extension plate into the lid. Opens up for even more packing space in the BedBox.

Will the new mattress fit my old BedBox (V1 and V2)?

Yes! The new mattress fits all previous versions of the BedBox.

Crew BackPack™
How do I expand the Crew BackPack?

The Crew BackPack has a “hidden” zipper that will expand the backpack with 2L. The zipper is specially designed to make it easier to contract the Crew BackPack back to its original size. You simply place the round ends of the zipper together, use your thumb and forefinger to hold it in place while you zip it.

Can I wash the Crew BackPack?

Yes, you can. It’s constructed with durable water repellent fabric for children to use it in all weather and environments. Simply wipe the backpack with a damp cloth. For more serious stains, try using a small amount of mild soap with body temperature water. Remember to clean off all the soap.

How do I attach my Crew BackPack to the BedBox?

Step 1. Remove the lid of the BedBox

Step 2. Use the handle on the Crew Backpack and place it around one of the lever poles on the BedBox. Ideally on the back end of the BedBox.

Step 3. Place the lid back on the BedBox and you are ready to go!

Remember, Crew BackPack can also fit inside the BedBox.

What do you recommend to properly care for the Crew BackPack?

We recommend that you water-proof the Crew BackPack, this helps the textiles retain their water-repellent function, in addition to retaining the color of the fabric better.

Merino Blanket
Can the Merino blanket be washed?

Yes, it can be washed at 30 degrees celsius.

What is the blanket made of?

The travel blanket is made of certified 100% pure Australian Merino wool.

Still have a question?

Please contact us for more information.

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