FAQs

The FAQ page is designed to help you quickly find answers to common questions about Cybex products and services in Australia. Whether you are looking for information about strollers, travel systems, car seats, accessories, orders, shipping, warranties, or retailer support, this page provides helpful guidance in one convenient location.

As the official Australian distributor of Cybex, Partners in Prime works closely with retailers and families nationwide to provide support across a wide range of enquiries. The FAQ section includes both general and product-specific information covering topics such as stroller features, travel system compatibility, car seat installation guidance, accessory compatibility, folding mechanisms, product care, maintenance, and everyday functionality across the Cybex range.

It also addresses more detailed practical questions that often come up when choosing or using Cybex products, including differences between models, how to select the right stroller or car seat for different ages and stages, and how various components work together within the Cybex ecosystem. This helps you better understand product options and make more confident decisions based on your specific needs.

You can also find answers relating to product availability, replacement parts, warranty enquiries, shipping timeframes, delivery information, and support after purchase. The information is structured to reduce uncertainty and provide clear, practical guidance without needing to search across multiple sources.

This FAQ page is regularly updated to ensure information remains accurate, relevant, and helpful for Australian families navigating different stages of parenting. As Cybex continues to release new products and updates, this page evolves to reflect the latest information available in the Australian market.

Whether you are researching a Cybex stroller, comparing travel systems, checking compatibility between products, or seeking clarity on product usage, the FAQ page is designed to provide straightforward answers. If further assistance is required, the Partners in Prime team is available to help direct you to the appropriate support channels and resources.

Returns & Refunds

Can I return a sale or discounted item?
Sale, discounted, discontinued, or bundle deal items are not eligible for change-of-mind returns unless otherwise specified. If an item is faulty, your rights under the Australian Consumer Law still apply.

How long does it take to process a return?
Once your return is received, please allow up to 10 business days for inspection and processing. If the item does not meet the return conditions, the return may be declined and sent back to you at your expense.

How will my refund be issued?
Approved refunds will be returned to the original payment method where possible. Purchases made using gift cards, award points or gift receipts will be refunded as Partners in Prime store credit unless otherwise required by law. Refunds made via digital wallets such as Apple Pay or Google Pay will be returned to the same wallet used for payment. Please note that some payment processor fees, including Buy Now, Pay Later or card transaction fees, may be non-recoverable.

Warranty

How long is the warranty for Cybex Carriers?
Both the Laya and Amya carriers have a 4 year warranty when purchased within Australia.

Pre-Order

How do pre-orders work?
If you purchase a pre-order item, the estimated dispatch timeframe will be noted on the product page. Pre-order items are dispatched once they become available. If your order includes both in-stock and pre-order items, your order may be held and shipped together once all items are available. Delivery timeframes of 7 to 10 business days apply once the order has been dispatched.

Shipping

How long does delivery take?
Estimated delivery timeframes are typically 7 to 10 business days within Australia. Orders are dispatched Monday to Friday, excluding public holidays. Delivery times may vary due to weather events, peak shopping periods, or carrier delays. We also offer items for pre-order. Please note that this estimated delivery time does not apply to pre-orders.

e-Gazelle S

Can I also use the e-Gazelle S without assistance from the electronic functions?
Yes, if you don't turn on the power button the e-Gazelle S can still be pushed around like a regular stroller.

Can I carry my newborn baby in the Gazelle S/e-Gazelle S?
Yes, the Gazelle S/e-Gazelle S can be reclined to an ergonomic lie-flat position, which allows newborn babies to lie down comfortably. Or you can attach a Gazelle S Cot to carry your newborn baby for their first six months.

Can I upgrade/retrofit my Gazelle S to an e-Gazelle S?
No, as the technology is integrated into the e-Gazelle S frame and separately certified.

How can I access the Rocking Mode function?
The rocking function can be accessed via our free e-Priam/e-Gazelle S app. Download the app, connect it to your e-Priam/e-Gazelle S via Bluetooth, and then you can have the e-Priam/e-Gazelle S rock back and forth whenever you like. You can also use the app to set the intensity level, and the length of time you would like the rocking to continue for.

How do I attach the second seat and does it recline the same as the first seat?
The Gazelle S second seat can only be attached to the upper adapter and only has 3 recline settings to ensure stability and safety. The main seat can fit in both the upper and lower positions but if the second seat is to be attached, the main seat will need to be at the bottom.

How do I fold my e-Gazelle S
You can fold the e-Gazelle away for storage or transportation in a few simple steps:

  1. Engage the brake pedal.
  2. Lift the lever on the back of the seat unit and push the seat unit forward until it folds onto the frame.
  3. Simultaneously push the 2 white buttons on the user interface on the handlebar with one hand and at the same time lift the lever on the left-hand side of the handlebar.
  4. Push the handlebar down onto its telescopic tube with a click.
  5. Pushing the center of the handlebar downwards now lets the stroller frame fold in until it locks securely in place, ready to be stored away.

How does the uneven surface support work?
All strolling e-powered support is controlled by the acceleration lever on the handlebar.

How long is the warranty for a Cybex Pram/Stroller?
All Cybex prams & strollers purchased within Australia from August 1st, 2026, there is a 4 year warranty period. Cybex prams and strollers purchased within Australia prior to that date are subject to a 2 year warranty period.

How many configurations does the e-Gazelle S have?
The e-Gazelle S can support up to 2 different configurations of Gazelle S seat units, Gazelle S cots, infant car seats (such as the Cloud Q), and a detachable shopping basket. It can be used in the following modes:

  • Single - For a single child, a Gazelle S cot, infant car seat or Gazelle S seat unit can be mounted onto the e-Gazelle S frame. A detachable shopping basket is also included on the frame to carry all your day-to-day essentials.
  • Sibling - To carry two children, the shopper basket can be replaced with another Gazelle S cot, Gazelle S seat unit or an infant car seat to allow several different riding combinations.
  • Twin - For twin babies, the e-Gazelle S can carry two Gazelle S cots, Gazelle S seat units or infant car seats. This allows the two children to travel with the same level of comfort.

How much can I carry in the Gazelle/e-Gazelle S?
Each e-Gazelle/Gazelle S seat unit can carry a child weighing up to 22 kg. Additionally, the e-Gazelle/Gazelle S has an extra-large shopping basket which can carry up to 13 kg, and the detachable shopping basket can carry up to 10 kg of groceries, day-to-day essentials or whatever else you pick up on your trip.

Is it possible to choose how much assistance I would like to have from the e-support?
Yes, the system is controlled by the lever on the handlebar. This reacts and adapts the assistance to the individual choice of the consumer.

Is the e-Gazelle S heavier than the regular Gazelle S?
Yes, the e-Gazelle S is 2.2 kg heavier than the regular Gazelle S

e-Priam

Can I also use the e-Priam without assistance from the electronic functions?
Yes, if you do not switch on the power button then the e-Priam can still be pushed around like a regular Priam.

Can I use the e-Priam as a travel system?
Yes, the e-Priam is travel system ready. The seat unit can be removed, allowing you to attach a Lux Carry Cot or an infant car seat (such as the Cloud Q) to the stroller's frame. This means that the stroller has e-Priam has three different travelling options: Stroller with seat unit, stroller with Lux Carry Cot, and stroller with infant car seat.

How can I access the Rocking Mode function?
The rocking function can be accessed via our free e-Priam/e-Gazelle S app. Download the app, connect it to your e-Priam/e-Gazelle S via Bluetooth, and then you can have the e-Priam/e-Gazelle S rock back and forth whenever you like. You can also use the app to set the intensity level, and the length of time you would like the rocking to continue for.

How does the e-Priam connect to the e-Priam app?
The e-Priam connects to the app on your smartphone via Bluetooth. To allow Android smartphones to connect, enable the location services to connect via Bluetooth. One e-Priam can connect to several different smartphones that have the app installed. However, when there is an active connection between an e-Priam app and an e-Priam, it isn't possible for another phone to connect to the stroller. Bear in mind that it's possible for another phone to connect to your e-Priam during the connection process. To prevent this from happening, make sure you are close to your e-Priam when connecting the app.

How does the uneven surface support work?
All strolling e-powered support is controlled by the acceleration lever on the handlebar.

How long is the warranty for a Cybex Pram/Stroller?
All Cybex prams & strollers purchased within Australia from August 1st, 2026, there is a 4 year warranty period. Cybex prams and strollers purchased within Australia prior to that date are subject to a 2 year warranty period.

Is it possible to choose how much assistance I would like to have from the e-support?
Yes, the system is controlled by the lever on the handlebar. This reacts and adapts the assistance to the individual choice of the consumer.

Laya

Can I breastfeed with my baby in the LAYA Carrier?
Yes, it is possible and recommended. Once seated, loosen the shoulder straps to allow the baby access. Please remember to position your baby correctly again afterwards.

How do I make sure the weight distribution is best for the caregiver?
Your baby’s head should be close enough to kiss without needing to stoop, with their hips in the hip-friendly M position and their spine in the C shape. More information about body positions and shapes can be found in our user guide. Specially designed padding helps redistribute the weight away from your neck, shoulders and back. A well-padded waist belt perfectly supports your back and provides optimal lumbar support.

How do the Magnetic Click-&-Go Buckles work?
Designed to keep your baby safe but still allow for smooth access for caregivers, you simply need to push the safety button and slide them up. Slightly raising your baby’s bottom as you do this will make the whole process easier.

How does the Laya Carrier ergonomically support my baby?
Your Laya Carrier’s back panel stretches to support your baby’s spine by imitating its natural, curved C shape. It keeps your baby in a hip-healthy M position, keeping their knees up above their bottom and level with their hips. When using the front outward carry position, your baby’s knees should be at a 90° to ensure they are in the optimum ergonomic position.

How does the sternum strap benefit me?

The sternum strap is used to improve the integrity of the structure and helps to distribute the weight away from your shoulders when the shoulder straps are parallel. If the weight distribution does not feel comfortable for you, try to tighten the sternum strap a little bit more.

How long is the warranty for Cybex Carriers?
In Australia, Cybex Carriers come with a 4 year warranty.

How safe are the materials used in my Laya Carrier?

The safety of your children is at the front of everything we do, and all materials used in CYBEX products undergo stringent testing and all meet the highest standards.

How should the shoulder straps be worn?
To keep your baby safe and every journey as comfortable as possible for both the baby and the caregiver, the shoulder straps should always be kept parallel to each other.

Is the carrier machine washable?
Yes, your LAYA Carrier is machine washable at 30°C. Before putting the carrier in the washing machine, please take off the coin purse.

Gazelle S

Can I carry my newborn baby in the Gazelle S/e-Gazelle S?
Yes, the Gazelle S/e-Gazelle S can be reclined to an ergonomic lie-flat position, which allows newborn babies to lie down comfortably. Or you can attach a Gazelle S Cot to carry your newborn baby for their first six months.

Can I upgrade/retrofit my Gazelle S to an e-Gazelle S?
No, as the technology is integrated into the e-Gazelle S frame and separately certified.

How big is the Gazelle S when folded?
When the Gazelle S is flded into its most compact size, it measures 560 mm / 320 mm / 745 mm.

How do I attach the second seat and does it recline the same as the first seat?
The Gazelle S second seat can only be attached to the upper adapter and only has 3 recline settings to ensure stability and safety. The main seat can fit in both the upper and lower positions but if the second seat is to be attached, the main seat will need to be at the bottom.

How long is the warranty for a Cybex Pram/Stroller?
All Cybex prams & strollers purchased within Australia from August 1st, 2026, there is a 4 year warranty period. Cybex prams and strollers purchased within Australia prior to that date are subject to a 2 year warranty period.

How many configurations does the Gazelle S have?
The Gazelle S can support up to 23 different configurations of seat units, cots, car seats and detachable shopper basket. It can be used in the following modes:

  • Single - For a single child, a cot, car seat or seat unit can be mounted onto the Gazelle S frame. A detachable shopper basket is also included on the frame to carry all of your day-to-day essentials.
  • Sibling - To carry two children, the shopper basket can be replaced with another cot, sea unit or car seat to allow several different riding combinations.
  • Twin - For twin babies, the Gazelle S can carry two cots, seat units or car seats. This allows the two children to travel with the same level of comfort.

How much can I carry in the Gazelle/e-Gazelle S?
Each e-Gazelle/Gazelle S seat unit can carry a child weighing up to 22 kg. Additionally, the e-Gazelle/Gazelle S has an extra-large shopping basket which can carry up to 13 kg, and the detachable shopping basket can carry up to 10 kg of groceries, day-to-day essentials or whatever else you pick up on your trip.

COYA

Can I carry my newborn in the COYA?
Yes, the COYA can be reclined to an ergonomic lie-flat position, which allows newborn babies to lie down comfortably. Or you can attach an infant car seat for more flexibility.

Can I use the COYA as a travel system?
Yes, the COYA is travel system ready. Simply attach our infant car seat for extra travelling flexibility.

Can the COYA be taken on board of a plane?
COYA is specifically designed for traveling families. The folded dimensions of the buggy are 52 x 44 x 18 cm, which makes COYA hand luggage compatible. However, depending on the airline, cabin luggage standards can be different. We therefore recommend checking with your airline of choice in advance of your trip, to make sure the COYA is compatible with their respective cabin luggage allowance.

How can the COYA be carried when it is folded?
The one-hand fold mechanism lets you fold the COYA in seconds. Please make sure to lock the frame with the integrated fold lock, to have the COYA as compact as possible. COYA's integrated carry strap makes it easy to carry the ultra-compact buggy comfortably. For the most comfortable carrying mode, just carry the COYA with the wheels facing outward. When you unfold the COYA again, the carrying strap automatically retracts into the basket.

How small does the COYA fold?
The COYA has a folded size of 52 x 44 x 18 cm. This makes it easy to store at home, in the boot of a of a car or in overhead compartments. The one-hand folding and unfolding mechanism can be easily operated within seconds.

Libelle

Can I take the Libelle onto a plane?
The Libelle is great for air travel, as it is ultra-compact and self-standing when folded. It measures 32 x 20 x 48 cm it its most compact folded size. Please check with your airline beforehand if you would like to take this buggy onto a flight, as each airline has different carry-on and check-in luggage policies.

Can I use the Libelle as a travel system?
Yes, the Libelle is a 2-in-1 travel system. Simply attach an infanct car seat with the correct Libelle Car Seat Adaptors for extra travelling flexibility.

How big is the Libelle when folded?
When folded to its most compact size, the Libelle measures 32 x 20 x 48 cm.

How long is the warranty for a Cybex Pram/Stroller?
All Cybex prams & strollers purchased within Australia from August 1st, 2026, there is a 4 year warranty period. Cybex prams and strollers purchased within Australia prior to that date are subject to a 2 year warranty period.

How much does the Libelle weigh?
The Libelle weighs a lightweight 6kg, making it easy to pick up, easy to carry and easy to lift into an overhead compartment.

Priam

Can I use the Priam from birth?
A Priam stroller seat can be easily reclined to an ergonomic lie-flat position, so you can safely carry your newborn. The Priam also allows you to attach a Lux Carry Cot or infant car seat (such as the Cloud Q) to the stroller frame - both of which are suitable options for carrying a newborn baby.

How long is the warranty for a Cybex Pram/Stroller?
All Cybex prams & strollers purchased within Australia from August 1st, 2026, there is a 4 year warranty period. Cybex prams and strollers purchased within Australia prior to that date are subject to a 2 year warranty period.

How Small does the Priam fold?
The Priam has a folded size of 315 x 515 x 580 mm. This makes it easy to store at home or in the trunk of a car. The folding mechanism can be easily operated with just one hand.

I want to buy a Priam. What do I need to get?
To offer maximum choice when purchasing a Priam, there are three separate stages to the decision:

  • Choose a Priam Frame & Seat - the hard parts of the frame and seat unit.
  • Choose one or more Priam Seat Packs - the fabric parts of the seat, as well as the stroller canopy.
  • If desired, choose a Priam Lux Carry Cot. The Lux Carry Cot can be used to carry a baby from birth until they weigh 9kg (approximately 6 months old). This includes the Cot frame, interior and exterior fabrics, a memory foam mattress and a Rain Cover.

Cloud Q Base

Does the Cloud Q Base come with a Tether Strap?
No, the Cloud Q Base does not come with a Tether Strap. You need to purchase that separately.

Lemo

How do I clean the LEMO Chair?
Simply wipe the LEMO Chair clean a damp cloth. The LEMO Tray and Baby Set accessories can be cleaned separately in a dishwasher.

How sturdy is the LEMO? How can I be sure that it won’t tip over?
The LEMO Chair features silicone foot caps on the front legs, which stop it slipping and make the chair very stable. The back legs have castors, so if your child pushes away from the table the chair will roll back, rather than tip backwards. Both these features are designed to prevent the chair from tipping or falling down.

Amya

How long is the warranty for Cybex Carriers?
In Australia, Cybex Carriers come with a 4 year warranty.

Coya

How long is the warranty for a Cybex Pram/Stroller?
All Cybex prams & strollers purchased within Australia from August 1st, 2026, there is a 4 year warranty period. Cybex prams and strollers purchased within Australia prior to that date are subject to a 2 year warranty period.

Cloud Q

How long is warranty for the Cloud Q?
For Cloud Q car seats purchased within Australia on or after the 1st of August 2026, there is a 5 year warranty period. For those purchased within Australia prior to that date, there is a 3 year warranty period.