Frequently Asked Questions
What are your shipping charges and why are they not included in my order?
Due to the nature and size of our products, we are unable to provide an automatic shipping quote as part of your original order. However, shipping/freight charges WILL apply.
In order to obtain a shipping quote prior to purchasing, please create an account, add all desired items to your cart and contact us with the shipping location before checking out. For larger products, please let us know if you will need lift gate delivery. A representative will contact you within 24-48 business hours to provide a quote or to obtain additional information for the quote if necessary.
If you check out before obtaining a shipping quote, a representative will contact you within 24-48 business hours to provide a shipping invoice/quote based upon the information provided or to obtain additional information to provide a quote if necessary.
Once you have completed a purchase, you will receive an invoice for the shipping charges. Your order will be processed upon receipt of payment for shipping. If no payment is received for shipping within 5-7 business days and we have not been able to reach you, your order will be cancelled and your original payment refunded.
How long does shipping take?
As many of our products are manufactured upon receipt of an order, please allow up to 6-10 weeks for shipping.
What is your return/cancellation policy?
Due to the nature of our products, we are unable to accept returns most of the time. Many of our products are custom-built upon receipt of the order, so please double check your order before placing it.
After placing your order, you will be contacted by one of our sales representatives with an invoice/quote for shipping and freight charges along with any applicable sales tax that may apply.
Once payment is received for shipping charges, your order will be forwarded to the manufacturer and we will be unable to cancel your order.
In rare circumstances in which cancellation may be necessary, you will need to contact us to request cancellation and cancellation will only be allowed with the consent of the manufacturer. If we are able to cancel your order after it has been accepted by the manufacturer, it will be subject to a 20% restocking fee.
Do your items need to be assembled?
Most of our products will need to be assembled.
For playground products, it is recommended that you obtain the services of a contractor with CPSI (Certified Playground Safety Inspector) certification to assist with installation and assembly. Some smaller playground items and site furnishings may come assembled but it is your responsibility to make the proper arrangements with a contractor for installation if necessary.
Across the Midwest, our partner company J. Oliver Construction LLC may be able to provide installation services. If you are interested in obtaining a quote for installation services, please contact us with the details of your project and a member of the sales team will contact you.
Do you offer a warranty on your products?
Our products are covered by a limited warranty. Please see our Warranty page for more information.