Remedy Kit

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  • Dear Valued TwinGo Customer,

    Safety and quality have always been top priority during the creation and production of the TwinGo. Our carriers have passed and continue to pass safety standards in the US and Europe. Through our ongoing assessment and requests for feedback, our products continue to evolve to better serve our families.

    We value the thousands of parents who have joined the TwinGo family and strive to provide excellent customer care. This is why when a very small number of parents reported breaking a waist buckle during the set-up phase (e.g. fastening/tightening), we decided to beef-up our buckles. While there have been no injuries, we are taking extra precaution and proactive steps to ensure TwinGo families have safe, high-quality parts on their carrier.

    We have proactively contacted CPSC to initiate a voluntarily recall so families can be notified of the free waist buckle remedy kit. Only 3 batch numbers are affected: 23014024003, 01515026003, and 21615019001 purchased BEFORE May 11, 2016.

    The new buckles include three improved features to minimize user error, as follows:

    1. Reinforced prongs to minimize over-flexing and provide additional stability.

    2. A crossbar on the center prong to help the user guide the prongs in straight and remain straight after clasped.

    3. A tab added to the existing Safety Elastic Loop for added convenient use.

    As a TwinGo user, we want to encourage you to follow the instructions and safety guidelines outlined in our manual. Please continue to use the Safety Elastic Loops around all fastened buckles. And, if your carrier is damaged in any way, please
    contact us for further assistance. We are always here to help.

    We aim to set the gold standard for tandem baby carriers. We know you put your trust in us. Be assured we will always strive to provide a safe, high-quality carrying option for your children.
    
    Thank you and happy babywearing!

    Krystal Workman
    

    Inventor/Mom of twins
    TwinGo LLC

Voluntary Waist Buckle Recall 

We are upgrading the waist buckles on 3 batches of TwinGo Carriers. We are taking extra precaution to ensure TwinGo families have safe, high-quality parts on their carrier, and we are taking proactive steps to minimize user error. We initiated a voluntarily recall with CPSC and Health Canada so families can be notified of the free waist buckle remedy kit. Only 3 batch numbers are impacted: 23014024003, 01515026003, and 21615019001 purchased before May 11, 2016.

Frequently Asked Questions

• Why is the TwinGo Carrier waist buckles being recalled?
  • We are recalling the waist buckles only on only 3 batches of TwinGo Carriers. A small number of parents reported breaking a waist buckle during the set-up phase (e.g. buckling/tightening), which may be due to user error. While there have been no injuries or falls, we are taking extra precaution to ensure TwinGo families have safe, high-quality parts on their carrier, and we are making proactive steps to minimize user error. We initiated the voluntarily recall with CPSC and Health Canada so families can be notified of the free waist buckle remedy kit. Only 3 batch numbers are impacted: 23014024003, 01515026003, and 21615019001 purchased BEFORE May 11, 2016.
• Where are the waist buckles located on the carrier?
  • The affected buckles are located on either end of the carrier’s waistband. On the back of the impacted buckle, the words “ITW” or “KNICKKNACK” are etched in the plastic.
• Has a child been injured due to a broken buckle?
  • No. There have been no injuries or falls associated with the reports. TwinGo LLC is taking extra precaution and proactive steps to ensure TwinGo families have safe, high-quality parts on their carrier, and to minimize user error while fastening the waist buckles.
• How can I determine if my carrier is affected?
  Only 3 batch numbers are impacted: 23014024003, 01515026003, and 21615019001 purchased BEFORE May 11, 2016.
• Where do I find the batch number on my carrier?
  • The batch number is located on the carrier's waistband label.
• Is it legal to resell my TwinGo Carrier if I have the new buckles installed?
  • No. Once your carrier has the new buckles, it is not illegal to sell your carrier.
• What is being done to remedy the buckle issue?
  • We are offering a free remedy kit for in-home installation, which contains two new buckles and installation instructions. Parents can view video instructions here. If a consumer is unable or uncomfortable installing the new buckles, you can send your carrier to us for installation. Please contact safety@TwinGoCarrier.com for assistance.
• Can I use my carrier while I am waiting for my remedy kit?
  Please stop using your carrier until your remedy kit arrives and is installed.
• What is in the remedy kit?
  • TwinGo LLC is providing, at no charge, a remedy kit that includes two replacement waist buckles and installation instructions. Video instructions can be viewed here. The remedy kit can be ordered here.
• How long will it take to receive the kit?
  • TwinGo LLC will ship remedy kits within 1-2 weeks after ordering.
• I do not live in the US, how can I get a remedy kit?
  • Please register on our website for your free remedy kit. TwinGo LLC will coordinate with existing international retailers to distribute kits to international customers.
• I have used my TwinGo for many months with no issue. Do I have to get the remedy kit?
  • Please stop using your carrier until your remedy kit arrives and is installed. The new buckles include three improved features to minimize user error, as follows:
    -Reinforced prongs to minimize over-flexing and provide additional stability.
    -A crossbar on the center prong to help the user guide the prongs in straight and remain straight after clasped.
    -A tab added to the existing Safety Elastic Loop for added convenience use.
• How many carriers are affected by this recall?
  • Approximately 4,000 carriers.
• What if I am unable to replace the buckle myself?
  • If a consumer is unable or uncomfortable installing the new buckles, you can send your carrier to us for installation. Please contact safety@TwinGoCarrier.com for shipping assistance.
• Did TwinGo Carriers pass required safety standards in the US and Europe?
  • Yes. Our carriers and hardware have passed and continue to pass safety standards for soft structure carriers in the US and Europe (ASTM F2236-14, CPSIA, EN13209-2:2005). We are issuing the waist buckle upgrade to minimize user error.