We are 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, minus the shipping costs and a 20% restocking fee. This policy applies as long as the item(s) are returned within 30 days from shipping date and are in the original packaging.
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 record.
As long as an order has not been processed, your order can be canceled. Orders cannot be canceled after shipment has already occured, or if the item is in mid-route.
In order to cancel your order, you must speak to a customer service representative at 4076364124. Our offices are open M-F, 8am-5pm EST.
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.
1. We will only accept a return if you contact us within 30 days of receipt of your product.
2. You are responsible for any and all shipping charges associated with returning an item.
3. You are responsible for returning the product(s) to the facility we designate.
4. All returned products MUST be returned in like-new condition in original packaging. If you bought a playset, then the pieces MUST be dis-assembled and re-boxed securely in original packaging. If we receive products back that are damaged because of inadequate packing or partial assembly, your refund may at our sole discretion be reduced by the restocking fee AND an amount equal to the parts we need to replace to make the set like new again.
5. We charge a 20% restocking fee for all returned products. As you can imagine, this is because it takes significant effort to prepare a returned playset for re-sale and of course, the returnedset cannot be sold as new so we have to sell it at a discount.
6. Refunds will be made by crediting the original method of payment (i.e., credit card, etc.).
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. 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.
If an order is refused at time of delivery due to damage, we will resend a new package out as soon as the damaged item is returned to our warehouse. The order must be canceled with a 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.