FAQ

  • Shipping & Returns
    • Shipping rates
      • Free USA Shipping
        • All shipments within the US over $50 qualify for free standard shipping. There are additional expedited shipping options available at checkout.
      • International Shipping
        • All orders ship from Virginia USA via United States Postal Service. Customer is responsible for paying import taxes and duties upon import.
    • Returns
      • Product purchased directly from TwinGo's website within 30-days and still in new condition are returnable. Return shipping is not included. Refunds are made to the original credit card payer. Please contact customer service for a return authorization code.
  • Product Care
    • How do I clean/wash my TwinGo?
      • You can wash your TwinGo on gentle cycle with cold water. Please fasten all buckles to avoid damaging the prongs during tumble cycles. Use mild detergent without bleach or color enhancers. Line dry. If you have a front-load washer and it has a history of getting items caught in the door, you can wash your carrier in a pillowcase or mesh bag to protect the parts.
    • How do I clean the accessories?
      • You can machine wash the teething pads and Sleep Hoods with cold water and line dry. You can spot wash the Panel Extender.
    • Where can I purchase a replacement part?
      • Please contact customer service with an explanation of your need.
     
  • Fit Assistance
    • How do I get the baby on my back seated higher in the TwinGo?
      • If you are wearing twins or two small babies in the Dual Carry Position or one small baby in the Back Carry Position, you should try to configure the carrier so you can see your baby over your shoulder. If you cannot see your baby, try wearing the waist belt higher and/or adjusting the Perfect Fit Adjusters on the shoulder straps. When tandem wearing a toddler and baby, you may find the need to separate the two waist belts so the Base Carrier—the carrier on your back—can be worn lower or higher than the Attachment Carrier—the carrier on your front.

    • How do I adjust the waistband to make it smaller?
      • The waistband of the TwinGo can be adjusted as small as 20 inches in single-child mode and as small as 26 inches in double-child mode (equivalent to a US woman's size 0-2). If your waist is not smaller than 20 inches, you can improve the fit. Please navigate to our instructional videos and click the Dual-Carry video. The Dual Carry video demonstrates how to use the TwinGo with a "small/Medium" waist size. The video will show how to adjust the Waist Loops and the Waist Flaps for a smaller size, as follows: 

        WAIST LOOPS: Unthread the waist straps from the fabric Waist Loops on one or both carriers.

        WAIST FLAPS: You can either overlap the padded Waist Flaps or you may need to fold them on first the Attachment Carrier (and then maybe on the Base Carrier too).

    • How can I adjust the carrier to give baby on my back more space?
  • Questions by Product
    • TwinGo Carrier
      • What is the difference between the Air, Lite and Original models?
        • All three models have the same functionality and premium materials. The only difference is in the added features. The Air model is offered in 3 color schemes and has a breathable mesh panel with zippered cover making it an ideal all-season carrier. The Original model is offered in 2 color schemes and has extra-large pockets for added storage making it possible to get out without a diaper bag. The Lite model is minimalistic with no extra features to offer the User a price savings.
      • What is the "Base Carrier" and "Attachment Carrier"?
        • The TwinGo is made up of two independent single-child carriers that combine to form one double-child carrier. We give each of the single-child carriers a name (e.g. Base and Attachment), and it’s written on the front of the carrier, as well as the waistband label. The carriers’ name (along with its unique fabric colors) help parents know which one is placed on the adult’s back and which is to be used on the adult’s front when in double-child mode. For single-child mode, the color and name are not relevant, as each independent carrier can be worn on the adult’s front or back when carrying a single child. As an example the black Original model TwinGo Carrier has black exterior fabric but each individual carrier has a unique interior color. The Attachment Carrier’s interior color is orange and the Base Carrier’s interior color is blue. The names can be seen on the carrier within the logo in their respective colors on the TwinGo's respective pockets.
      • What can fit in the pockets of the Original model?
        • The extra-large pockets on the TwinGo are the same size on each pouch, so you get two storage compartments on the TwinGo Original model. You can fit 4-6 diapers, ziploc bag of wipes, pacifiers, snacks, keys, cellphone, wallet, passport, etc. We often hear from parents that the TwinGo pockets are an essential part of their daily outings and travels!
      • What is the max weight/age for the TwinGo?
        • When the TwinGo is divided into two independent single-child carriers, each carrier can hold a child up to 45 lbs (20.4 kg). That’s the average weight for a 4-5 year old! When the TwinGo is combined as a double-child carrier, the entire unit can hold up to 70 lbs (31.8 kg). When your children get bigger, we suggest you consult your physician to determine your personal carrying limits.

          We know of many families who have made tandem babywearing a lifestyle choice with their twins, starting around 5 months and continuing up to 2-3+ years old. For continued comfort and support of growing children, our Panel Extender provides an additional 4.5 in (11 cm) of back support for toddlers and preschoolers! There is no need to purchase a toddler-size carrier to accommodate larger children with this TwinGo accessory.

      • Can the TwinGo fit plus-size parents?
        • When the TwinGo is divided into two single-child carriers, each waistband extends 55 inches. When the TwinGo is combined, the entire waistband can extend up to 110 inches. Most people wear their carriers higher on their torso, which is ideal for supporting the babies’ weight on the hips (verses pulling on the shoulders). So when you measure your husband’s waist, be sure to measure around his belly button and not hips. Also there are extra adjusters on the shoulders to accommodate a wide range of sizes. This will be particularly handy when you share the TwinGo and also accommodate the growing size of your children. We provide fit support at all stages. So if you find you need help getting a comfy fit, please contact us!
      • When can I start using my TwinGo?
        • You can start using your TwinGo Carrier with the Infant Insert in the Front Carry Position as soon as your baby is 7lbs. Without the Infant Insert, you can start using a single carrier on the front once your baby can comfortably straddle the carrier from knee-to-knee, which is usually around 3-4 months (approx 10-12 lbs) for full-term babies. For tandem and Back Carry Position, safety is our #1 concern. A child must meet ALL three of the following criteria to be carried on your back:

          1) Development: Baby must have strong and consistent head/neck control when awake and asleep

          2) Size: Baby must be tall enough his head is outside the carrier and have long enough legs to comfortably straddle the panel of the carrier.

          3) Age: Baby must over 4+ months corrected age in good health.

      • Can a baby face outward in the TwinGo?
        • Our carriers support inward-facing positions for two reasons: 
          1) Healthy hip development for babies. Our carrier follows best practices for healthy hip and spine development in small babies by offering inward-facing positions that spread the baby's legs open and offer a seat that supports the natural curve of the baby's spine. You can read more about ergonomic positioning from the International Hip Dysplasia Institute
          2) Comfort for the parent. Since you plan to carry two babies, maximizing weight distribution on your body is essential. Inward-facing positions bring the weight toward the adult and our structured waistband supports the weight on your hips. This is the ideal way to balance the load of two children and simultaneously maximize comfort for the adult. In contrast, outward-facing positions pull weight away from your body and can cause significant stress on your neck and shoulders.

      • Can the TwinGo do hip carry position?
        • Yes. The Attachment Carrier can be worn with a single child on the adult's hip. The TwinGo User Manual has step-by-step instructions to assist parents with this position. The Base Carrier does not allow for Hip Carry.

      • Does the TwinGo fit a toddler and baby?
        • Yes. Each carrier pouch supports children up to 45 lbs in single-child carry positions. The carrier can support up to 70 lbs in the double-child position. We strongly advise that a toddler is worn on the back and the baby in the front. Although it may be possible to wear children in the reverse order, we advise against it. When tandem wearing a toddler and a small baby, you may find the need to separate the two waist belts to provide variable heights for each child.

      • When separated, can both carriers be worn on the front (or both on the back)?
        • Yes! When the TwinGo is separated into two single-child carriers, each carrier can be worn on either the front or the back. For example, you and your adult partner can both wear one baby each on your front at the same time, or you can both wear one baby each on your back. The Attachment Carrier can also be worn on the hip.
    • Infant Insert
      • When do I start using the Infant Insert?
        • You can starting using the Infant Insert as soon as your baby is 7+lbs.
      • When do I stop using the Infant Insert?

        You can start using your TwinGo Carrier as one or two single-child carriers with the Infant Insert in the Front Carry Position as soon as your baby is 7lbs. You can stop using the Infant Insert once your baby can comfortably open his/her legs wide enough to straddle the seat from knee-to-knee, which is usually around 3-4 months (approx 12 lbs) for full-term babies. The Infant Insert is for Front Position only; it is not to be used in the Back Carry Position. You can read more about Babywearing Safety and Back Carry on our blog.

      • How do I clean the Infant Insert?
        • Machine wash with cold water on a gentle cycle with mild detergent. Air dry.
    • Panel Extender
      • When should I start using the Panel Extender?
        • There are a few key times when we recommend adding the Panel Extenders for toddlers:

          1) If the top of the carrier is below your child's shoulder blades, the Panel Extenders will increase the height of the carrier on your child's back. For a safe ride, you want the carrier to come up to at least your child's armpits.

          2) If your child has the habit of leaning backward excessively, the PEs will limit his ability to pull away from your body. For a safe ride, you want your child to sit upright so you are stable on your feet at all times.

          3) If the Sleep Hood no longer covers your child's head because he's too tall, the PEs will extend the height of the carrier and allow you to use the Sleep Hoods at the proper height to support your sleeping child's head.

    • Teething Pads
      • What are the size of the teething pads?
        • 6" (16.5cm) tall and 4" (10.1cm) wide
    • Sleep Hood
      • How do I make the Sleep Hood smaller?
        • The hood has a drawstring cord on either side. If you would like the hood to be on the smallest setting, we recommend you remove the hood from the carrier and tighten it all the way before returning it to the carrier.
      • How can I reach the Sleep Hood from behind me?
        • The snaps on the Waist Flaps are for the Hood Extension Straps to attach and prevent the hood from flopping around when putting the carrier on. It is most beneficial for Back Carry Position as it allows parents to quickly find the Extension Straps (located near baby's knees). Use one hand to bring the hood above your head and then use your other hand to
      • How can I use the Sleep Hood as additional head/neck support for my newborn?
        • Start by rolling the Sleep Hood toward the interior panel and positioning the roll behind the baby’s head/neck to provide additional support. Snap the Hood Extension Straps to the shoulder straps to keep rolled hood in place.
      • Can I use the Sleep Hood while breastfeeding?
        • Yes!
      • Where can I buy a replacement Sleep Hood?
        • You can purchase replacement Sleep Hoods or custom patterned Sleep Hoods on our website.
    • Baby TwinGo Doll Carrier
      • What size dolls fit in the Baby TwinGo?
        • The Baby TwinGo fits stuffed animals and dolls up to approximately 14 inches. However, it’s hard to provide an actual size since stuffed animals and dolls are built so differently, and stuffed in a variety of ways. For dolls, we recommend the doll’s torso be made of flexible/stuffed material to be comfortable for the child to wear. If your child has a favorite doll or stuffed animal, feel free to contact us to provide measurements and we can help you determine fit.

      • How do I wash the Baby TwinGo?
        • Spot clean only with cold water.