Shipping, Defects, and Returns
- All products on our website are ship from the USA!
- Current Processing Times are always posted on each product page.
- Orders usually ship via UPS Freight, FedEx, or Estes Express. That time frame can vary slightly during peak operating times.
- Once the item(s) are in transit, delivery usually takes 3-7 business days.
- You will ALWAYS receive tracking info on your purchase so you know when to expect your order. You can check on the status of your shipment any time on the Track Your Order page.
General Shipping Info
All products on our website ship straight from the manufacturers’ warehouses. Gorilla Playsets products ship from Canton, GA. Tree Frogs Swing Sets products ship from Houston, TX.
While we work closely with Tree Frogs and Gorilla Playsets to assure timely shipment of your order, delivery times are NOT guaranteed, and various factors can impact the carrier’s ability to deliver within the expected time frame. These factors include:
- Your location in relation to our warehouse
- The carrier’s equipment
- Other unforeseen events that may delay shipping times
- You will ALWAYS receive tracking info on your purchase so you know when to expect your order.
Smaller items typically ship via UPS or FedEx. Larger items (e.g., swing sets, playhouses, some playset add-ons) are delivered via a freight carrier. When the shipment arrives at the freight terminal near your location, you will be contacted by the carrier to arrange a delivery appointment. While the carrier may allow some flexibility in appointment times, lengthy delays in appointments may result in storage fees. Kingdom Playgrounds is not responsible for such fees.
The carrier will deliver and unload as close to your property line (curbside) as is accessible by the delivery vehicle. This service does not include set up or assembly of items or removal of packaging materials. Additional shipping charges may apply for remote areas or extraordinary delivery requirements including, but not limited to, low power lines, narrow lanes, tractor trailer restrictions, etc.
The customer will be responsible for the contents after the delivery. Freight services are prepaid, and no additional charges should be presented to you at the time of delivery. However, you may request additional services of the carrier (yard delivery, garage delivery, or address change) when the carrier contacts you for a delivery appointment. These services may involve additional charges, and are not the responsibility of Kingdom Playgrounds.
Kingdom Playgrounds’ free delivery offer is good for a standard delivery (no rush deliveries), and is available ONLY in the lower 48 states (any state except Alaska and Hawaii). Deliveries refused, including those due to late deliveries on the carrier’s behalf will be refunded minus all incurred shipping costs, which may include, but is not limited to, shipping costs to and from the respective delivery address.
Kingdom Playgrounds is not responsible for deliveries that are misdirected due to an incorrect shipping address, including any fees incurred from misdirected deliveries. If a shipment cannot be delivered successfully as a result of invalid shipping address, or if no one is available to accept/sign for the delivery after an extended period of time, the carrier may need to return the shipment to our warehouse.
If this should occur, after a reasonable attempt has been made to make these arrangements with the recipient, a refund for the purchase will be provided, minus any shipping fees incurred by Kingdom Playgrounds.
If you realize that you have entered an incorrect shipping address on your order, please contact us as soon as possible. If the order has not yet left our warehouse, we are usually able to make the necessary correction.
Defects, Replacements, and Cancellations Overview
- If you are not happy with your order, and it is in unused condition, we will refund you the total product costs minus any and all shipping costs incurred for shipping the products to you originally and back to our warehouse.
- Items must be returned within 30 days from shipping date and be in original packaging
- If you receive damaged parts, approved replacements* will be shipped at no cost to you. We do require that you take inventory of all parts sent to you and send us images of the damaged parts as well as part numbers for any parts needing replacements in one (1) email to email@example.com so we can accurately and quickly process your replacement(s).
- If you have already been sent replacement parts and send us additional emails for part replacements, we may need to charge for shipping, so please send all replacement part numbers at once.
- If an order arrives damaged, we ask that you accept the shipment and send us images of damaged parts and part numbers for all parts that arrived damaged. The Assembly Manuals which list all parts and part numbers for each product on our website are found on their corresponding product pages (usually under the “Specs and Manuals” section of the product page).
- If your payment has been processed but your order has not yet been shipped (i.e., you do not yet have a tracking code for your order), it is possible to cancel or exchange for a different product. If you simply decided you’d like to purchase a different playset on our website, we do not charge a cancellation fee. If you are cancelling your order after payment has processed, you will be refunded the total amount minus a 3% cancellation fee. Typically payments are processed within 30 minutes, so if you need to cancel, please contact us as soon as possible.
*Replacements must be approved by the manufacturer to qualify for replacement. We usually do not have issues getting parts approved for replacement, but we cannot guarantee all replacement requests will be granted by the manufacturer.
RETURN POLICY AND CREDITS
Kingdom Playgrounds is committed to providing fast and efficient service. If you are not happy with your order and it is in unused condition in its original packaging (including the pallet where applicable), we will refund you the total product costs that you were charged, minus the shipping costs. This policy applies as long as the item(s) are returned within 30 days from shipping date and are in the original packaging (please also include the original packing slip).
Orders returned do not receive shipping reimbursements and are charged the actual shipping costs, to and from our warehouse. If a returned item was a “Free Shipping” item from us, then the refund for the product will be minus the actual shipping charges. *Please save a copy of all warranty, receipts, and delivery receipts for your records.
REPLACEMENT PARTS FOR CONCEALED DAMAGE/DEFECT OF FREIGHT
As an unavoidable part of the shipping industry, sometimes packages arrive damaged or defective, or with missing parts. At Kingdom Playgrounds, we guarantee you will receive all parts – correct and functioning properly. All replacement part orders are shipped standard ground delivery (regardless of the initial shipment type) unless the consignee chooses to pay for the difference in expedited shipping.
If your item was sent via freight truck and it was signed for and accepted, the order cannot be returned unless shipping is paid both ways by the customer and the item has not been opened or used/installed. If there is damage, part error, or loss in delivery, your replacement parts will be issued. *Please save a copy of all warranty, receipts, and delivery receipts for your records.
REPLACEMENT SHIPMENTS FOR DAMAGED ORDERS
If an order is refused at time of delivery due to damage, Kingdom Playgrounds will resend a new package out as soon as the damaged item is returned to our warehouse. The order must be canceled with a Kingdom Playgrounds customer service representative over the phone to avoid having a re-shipment. Please call our offices immediately if this situation occurs. *Please have a copy of all warranty, receipts, or delivery receipts when you call.
CANCELING A RECENTLY PLACED ORDER
If your payment has been processed but your order has not yet been shipped (i.e., you do not yet have a tracking code for your order), it is possible to cancel or exchange for a different product. If you simply decided you’d like to purchase a different playset on our website, we do not charge a cancellation fee.
If you cancel an order after payment has processed, you will be refunded the total amount minus a 3% processing fee. Typically payments are processed within 30 minutes, so if you need to cancel, please contact us as soon as possible.
As long as payment of your order has not been processed, your order can be canceled without a fee.
Orders canceled after payment has been processed and the order has left the warehouse will receive a refund of the total order amount minus actual shipping and processing costs incurred by Kingdom Playgrounds. This is usually around 20% of the total cost of the order.
In order to cancel your order, you must speak to a customer service representative (see contact info below).
Please have a copy available of all receipts from your order when you call so that we can locate it right away.
Our office is open M-F from 9am-6pm CST. Any emails will receive a response the same day, usually within 2 hours. Missed calls will be promptly returned if you leave us a voicemail. If you contact us on the weekend, we will respond as soon as possible.