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.

What if my item arrives damaged, faulty or incorrect?
If your order arrives damaged, incomplete or incorrect, please contact support@partnersinprime.com.au within 48 hours of delivery. Include clear photographs of the item and packaging. Faulty items are assessed under the Australian Consumer Law. If a product has a manufacturing fault or fails a consumer guarantee, we will provide a repair, replacement or refund at no cost to you.

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 stroller?
All strollers come with a 2-year warranty.

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

What happens if my e-Gazelle S battery runs out whilst using the Rocking Mode function?
The Rocking Mode function will be deactivated.

What is a one-pull harness?
This is a feature for a variety of CYBEX strollers. Rather than tightening the harness straps individually, the one-pull harness can be tightened simply by pulling a strap at the base of the seat with one hand. This makes getting your child onboard quick and easy and helps you find the perfect form-hugging fit for your child's comfort and safety.

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 stroller?
All strollers come with a 2-year warranty.

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-Priam heavier than the Priam?
Yes, the e-Priam is 2.3 kg heavier than the regular Priam.

Is the Rocking Mode function safe for my child?
When it comes to the safety of CYBEX products, they maintain the highest standards without compromise. Customer trust us to provide safe products for their families, and we take this responsibility with the utmost seriousness. Like all CYBEX products, the e-Priam and the e-Priam App were thoroughly tested beyond European and international standards, to ensure they could be launched with the highest levels of quality and safety. The rocking movement is modelled on the way parents rock their children in strollers to calm them down or help them fall asleep.

The Rocking Mode function has 3 intensity modes: low, medium, and high. The lower intensity should be used from birth up to until the child is able to sit upright unassisted (approximately 6-9 months old). After this you can try the other intensity settings, however, please bear in mind that every child is unique and develops at a different rate. If you aren't sure whether your child should be rocked in the e-Priam we recommend consulting a pediatrician beforehand. Always carefully follow the instructions given in the e-Priam App.

Ensure the stroller's brake and front swivel wheels are locked before starting the rocking function. Do not use the rocking function on slopes or uneven surfaces, or in the presence of obstacles, walls or stairs. Please monitor your child when using the rocking function and stop immediately if you notice any discomfort. This function is suitable for children from birth up to approximately 4 years (22 kg). It is safe to use when the e-Priam is used with an infant car seat (up to 13 kg), Lux Carry Cot (up to 9 kg) or seat unit. If the child is in an infant car seat or seat unit, ensure the harness is closed according to standard safety instructions.

What happens when either my phone battery or my e-Priam battery runs out while I'm using the Rocking Mode function?
Before you start the Rocking Mode function you can check a box to confirm if you want the rocking to continue if the Bluetooth connection is interrupted. This is included as a safety feature. If you check the box and your phone battery runs out, the Rocking Mode function will complete the rocking cycle. If you want to stop the rocking function before the end of the cycle, simply switch off the e-Priam. Otherwise, the rocking cycle will stop as soon as the Bluetooth connection between your smartphone and your e-Priam is interrupted. Never leave the child unattended when the Rocking Mode function is in operation. If your e-Priam battery runs out while you're using the Rocking Mode function the rocking will stop immediately, as there will be no power to operate the electric motors.

What is a one-pull harness?
This is a feature for a variety of CYBEX strollers. Rather than tightening the harness straps individually, the one-pull harness can be tightened simply by pulling a strap at the base of the seat with one hand. This makes getting your child onboard quick and easy and helps you find the perfect form-hugging fit for your child's comfort and safety.

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 stroller?
All strollers come with a 2-year warranty.

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.

What is a one-pull harness?
This is a feature for a variety of CYBEX strollers. Rather than tightening the harness straps individually, the one-pull harness can be tightened simply by pulling a strap at the base of the seat with one hand. This makes getting your child onboard quick and easy and helps you find the perfect form-hugging fit for your child's comfort and safety.

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.

What is a one-pull harness?
This is a feature for a variety of CYBEX strollers. Rather than tightening the harness straps individually, the one-pull harness can be tightened simply by pulling a strap at the base of the seat with one hand. This makes getting your child onboard quick and easy and helps you find the perfect form-hugging fit for your child's comfort and safety.

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 stroller?
All strollers come with a 2-year warranty.

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.

What ages is the Libelle for?
A child can sit in the Libelle from approximately 6 months up until they weigh 22kg (approximately 4 years old). Alternatively, an infant car seat can be attached to the Libelle frame. allowing you to carry children from birth.

What is a one-pull harness?
This is a feature for a variety of CYBEX strollers. Rather than tightening the harness straps individually, the one-pull harness can be tightened simply by pulling a strap at the base of the seat with one hand. This makes getting your child onboard quick and easy and helps you find the perfect form-hugging fit for your child's comfort and safety.

What is unique about the Libelle
The Libelle compact buggy can be folded in seconds into a compact package measuring only 32 x 20 cm. This makes it our most compact buggy when folded. This makes the Libelle ideal for travel, as it is hand luggage compliant for most airlines. Each airline has their own rules regarding carry-on and check-in luggage, so please check with your airline before taking this buggy onboard a plane.

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 stroller?
All strollers come with a 2-year warranty.

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.

Is the Priam compatible with a car seat?
Yes, you can attach any CYBEX infant car seat to the Priam stroller frame. This is easily done with the help of car seat adapters, which are included with the Priam frame. Switching from a car journey to a stroll around town is fast and seamless, while your child stays happy and relaxed.

What are the advantages of the Priam stroller reversible seat unit?
A Priam stroller reversible seat unit lets you change your stroller set-up to suit the developmental needs of your child. Younger children can sometimes feel overwhelmed by the outside world and often prefer to face their parent for reassurance and support. The parent-facing position also provides opportunities for parent-child bonding. When the child gets older, they will often become more curious about their environment. The front-facing position is great for these children as they can look ahead at the outside world and get more sensory experience.

Sometimes a child will want to face different directions depending on their mood. They may become overloaded with sensory input in the front-facing position and will want to calm down under the reassuring face of the parent. This is where the Priam reversible seat unit comes in especially handy, as the seating direction can be quickly changed while the child stays in their seat. Parents can react to the changing needs of their child with minimal fuss.

What does the Priam stroller travel system let me do?
The Priam stroller seat unit can be removed, allowing you to attach the Priam Lux Carry Cot or an infant car seat to the stroller frame. This gives the Priam three different travelling options:

  • Stroller with seat unit
  • Stroller with Priam Lux Carry Cot
  • Stroller with infant car seat (such as the Cloud Q)

What is a one-pull harness?
This is a feature for a variety of CYBEX strollers. Rather than tightening the harness straps individually, the one-pull harness can be tightened simply by pulling a strap at the base of the seat with one hand. This makes getting your child onboard quick and easy and helps you find the perfect form-hugging fit for your child's comfort and safety.

What is the benefit of the Priam stroller's one-pull harness?
Conventional harness systems usually require the parent to complete several steps to properly secure their child. First the child has to be placed in the seat and the clips fastened. Then the harness straps have to be individually adjusted to make sure they fit the child properly. Oftentimes this process is complicated by an uncooperative child who wants to wriggle out of the restraints.

The one-pull harness solves this problem by allowing their parents to secure their children quickly and easily. Simply place your child in the seat, fasten the clips and close the fit buckle, pull the harness to fit and you're good to go. Securing the harness and adjusting to fit are combined in a single step that can be done with one hand. Also, your child will always have a properly fitting harness, no matter how fast they grow. One less thing to worry about so you can start your stroll quicker and more relaxed.

What is the maximum child age and weight the Priam can carry?
The Priam stroller with seat can carry children from birth up until they are 22 kg (approximately 4 years old). The Priam Lux Carry Cot can carry children from birth up until they are 9 kg (approximately 6 months old).

Coya

How long is the warranty for a stroller?
All strollers come with a 2-year warranty.

Cloud Q

How long is warranty for the Cloud Q?
The Cloud Q comes with a 3-year warranty.