Shipping, Defects, and Returns
- All products on our website are manufactured in and ship from the US!
- Due to the nature of properly packaging and arranging delivery for large items like playgrounds, We typically have a processing time of 3-7 business days and ship via UPS Freight or FedEx. That time frame can vary slightly during peak operating times.
- Once the item(s) are in transit, delivery usually takes 5-10 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 are manufactured in and ship from the US!
We typically have a processing time of 3-7 business days.
While Gorilla Playsets works closely with its carriers 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. 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. 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 or back to our warehouse.
- Items must be returned within 30 days from shipping date and be in original packaging
- If you receive damaged parts, we will ship replacements at no cost to you.
- If an order was refused due to damage, we will resend your order as soon as the damaged order is received in our warehouse.
- If 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. Typically orders are processed within 3 days, so if you need to cancel, contact us immediately.
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 good condition, 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
As long as an order has not been processed, your order can be canceled. Orders cannot be canceled after shipment has already occurred, or if the item is already en route.
In order to cancel your order, you must speak to a customer service representative (see contact info below).
Please be certain about the status of your order, as it is often impossible to stop a shipment that already has a tracking number placed on it. 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.