FAQ's
Welcome to our FAQ, we are so happy to have you here and hope we can help with some quick answers.
We have tried to answer the most common questions.
Shipping & Returns
Below are some common questions about shipping, returns, and exchanges
Do you ship within Australia?
Yes — Nanit Australia ships nationally via Australia Post. Free standard shipping applies for orders over $100; under $100 incurs a $10 flat fee. Delivery times generally range from 2–8 business days depending on location.
When will my order ship?
Orders placed on business days are usually shipped within 1–3 business days.
Can I track my order?
Yes — once shipped you will receive tracking details via email.
What is your returns policy?
In Australia, unwanted items may be returned within 7 days of approvalin original, unopened, resale-ready condition. Refunds go back to the original payment method.
How do I return an item?
Contact customer service for a return approval and instructions — including where to send your return.
General Questions
Below are some of are common questions about Nanit
What is Nanit and how does it work?
Nanit is a smart baby monitoring system combining HD video, sleep tracking, breathing motion monitoring, and personalised insights via an app.
Is Nanit a medical device?
No. Nanit is not a medical device — it provides insights and monitoring but does not diagnose or treat medical conditions.
Do I need Wi-Fi for Nanit to work?
Yes — Nanit uses Wi-Fi to stream video, audio, and data to your app. If Wi-Fi drops out temporarily, essential local tracking continues.
What age range is Nanit suitable for?
Nanit products are designed to support babies from newborn upwards, with accessories like Breathing Wear tailored for age/size ranges.
Is my Nanit product under warranty?
Yes — Nanit offers a limited warranty for authorised purchases.
How do I lodge a warranty claim?
Visit our support portal at help.coolkidz.com.au and lodge a ticket to our customer service team.
Products
Below are some common questions about our products
Do I need a subscription?
No subscription is required for core features like live view, sound/motion alerts, background audio, and environmental tracking. Subscription plans (Insights, Memories, Milestones) unlock enhanced analytics and memory features.
Can I travel with Nanit?
Yes — Nanit is portable using the Flex Stand and connects via Wi-Fi where available.
What is Breathing Motion monitoring?
Nanit uses patterned Breathing Wear and camera algorithms to monitor breathing without sensors touching the baby.
Is Breathing Wear safe?
It’s designed for comfort and accuracy, but always follow safe sleep practices and ensure patterns are visible to the camera.