Here at WAYB, family is always first.
As parents and customers ourselves, we take pride in equipping families with safe and high quality products for everyday adventures.
We constantly strive to raise the bar when it comes to the safety and reliability of our products. At times, we have to take a step back to recognize where we can do better.
With this in mind, we decided to issue a voluntary recall of certain Pico Travel Car Seats.
A small number of customers have experienced a break in the headrest support tubes (the part that connects the headrest to the back of the seat) on their Picos. Each of these customers informed us of the issue directly, and we provided them with a replacement Pico under our warranty policy.
No injuries have been reported. With that said, even one warranty replacement of this sort is too many.
We reported the issue to the National Highway Traffic Safety Administration (NHTSA) and worked closely with NHTSA to develop a plan to replace the headrests on affected Picos, free of charge.
We mailed a letter explaining the next steps to all registered Pico customers on November 12, 2019. Please see the FAQs below for more details.
Our team is committed to correcting this issue and making the entire process as smooth as possible.
If you have any questions or concerns, please feel free to contact our Customer Experience team at 1-888-924-9292 with any questions (phone or text, Monday through Friday, 7:00 AM to 4:00 PM Pacific Time), or email us at firstname.lastname@example.org.
Thank you for allowing WAYB to be part of your family’s journey thus far, and we look forward to continuing on this path together.
- Your WAYB Team
Q: Which Pico car seats are affected by the recall?
A: Pico car seats with Model Numbers ending in -001 (i.e., CSTPI-XX-001) and manufacture dates between February 1, 2019 (02/01/2019) and August 23, 2019 (08/23/2019) are affected. The Model Number and manufacture date can be found on stickers at the base of the seat.
Q: What Model Numbers are affected by the recall?
A: Only Picos with Model Numbers ending in -001 (i.e., CSTPI-XX-001) are affected by the recall. If your Pico has a Model Number ending in -002, your Pico already has the updated headrest and no repair is needed.
Q: How do I know if my Pico car seat is NOT affected by the recall?
A: If the Model number of your seat ends in -002 (i.e., CSTPI-XX-002), the seat is not affected by the recall, regardless of the date of manufacture.
Q: How can I get my Pico car seat repaired?
A: Please mail your Pico car seat to WAYB’s repair facility via FedEx shipment. WAYB will pay for the two-way shipping and the repair, free of charge.
Here’s what to do:
- Please go to www.wayb.com/repair to submit your information. Our Customer Experience Team will email you with two prepaid shipping labels: one to ship your Pico to a repair facility and another to ship your repaired Pico back to you.
- Pack the Pico car seat in a shipping box with any necessary packaging materials to protect the car seat during shipment.
- Tape the prepaid RETURN label to the outside of the box.
- Place the self-addressed mailing label inside the box with your Pico.
- Bring your labeled package to a FedEx drop-off location.
Q: How long will it take to get my Pico repaired?
A: Please allow 15 business days for the return of your repaired Pico car seat, from the date the Pico is dropped off at FedEx for shipment to WAYB. You can expect it to take 5 days for the Pico to be shipped from FedEx to the repair facility, 5 days for the repair, and 5 days for the return shipment back to your address -- for a total of 15 business days.
Q: What if I purchased my Pico from a retailer rather than on wayb.com?
A: As long as you purchased via an authorized retailer, WAYB will update your Pico with the new, redesigned headrest at no charge to you. Please go to www.wayb.com/repair and provide your information so that we can email you pre-paid shipping labels.
Q: My Pico has a Model Number ending in -001 but is not in the affected date range. Should I still get my headrest repaired?
A: If your Pico has a Model Number ending in -001 but is not in the affected date range, the headrest repair is not required. However, if you’d like an upgrade, we'd be glad to provide you with the new headrest, free of charge. Please contact our Customer Experience Team at email@example.com.
Q: Can I still use my Pico?
A: Please check your Pico. If the small metal support tubes connecting the headrest to the base of the seat are intact, you can continue to use the seat until you receive the prepaid shipping labels and are ready to ship the Pico back for repair.
If the metal tubes are broken or the pins connecting the headrest to the back of the seat are not in place, please immediately stop using the car seat, contact WAYB for prepaid shipping labels, and return the Pico to WAYB for repair.
Q: Will WAYB provide prepaid shipping labels for any location within the U.S.?
A: Yes, we will provide prepaid shipping for the repair for U.S.- and Puerto Rico-based addresses. If you live outside the U.S., please contact our Customer Experience Team.
Q: What does the updated Pico headrest look like when it’s installed?
A: Here’s a photo of the new headrest and the previous headrest. The new headrest has an upgraded attachment mechanism between the headrest and the seat. The small aluminum support tubes connecting the headrest to the base of the seat have been replaced with a solid component. The new headrest is on all Pico car seats with Model Numbers ending in -002.