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Shipping Policy

General Shipping Policy Information

  • The Freight Carrier will contact you within 24 hours of freight delivery.

  • Failure to report any and all damage and missing parts to Playground Expedition will result in your freight claim being denied and loss of your ability to receive replacement parts at no additional cost.

  • If you find a concealed damage problem, all original packaging must be kept for inspection by the Freight Carrier.

  • Playground Expedition reserves the right to select the most cost-effective method of transportation and carrier for shipping the products and charge the customer for freight in addition to the cost of the products.

It is the Customer’s responsibility to:



  • Unload the order and store it properly unless a prior agreement exists.

  • Count the contents of the order, compare it to freight line & bill of lading before signing the receipt.

  • Inspect the delivery for any obvious signs of damage and for signs of potential concealed damage.

  • Mark any damage found, including damage to the packaging that may result in concealed damage, on the delivery receipt before the driver departs.

  • Report any damage or missing parts to us within 48 hours of receipt of delivery.

  • Cover any additional fees stemming from the delivery delay at customer fault.

Return Policy

Before You Begin, Contact Us


The very first thing you should do, before considering a return, is to speak with one of our Customer Care Personnel. They will work as quickly and efficiently as possible to resolve any issues you may have with your order.  Please call us within 48 hours of delivery if you find that items are damaged, incorrect, or missing. Our team will assist in replacing items, and/or filing a freight damage claim on your behalf.

Things to Consider Before Making Returns

You are responsible to count the freight and note any and all shortages on the delivery receipt at the time the equipment is delivered.  All damages to packing must be noted on the delivery receipt with a brief description. These notes must be made by the customer receiving the shipment, before signing the receipt with the delivery driver.  If you do not sign the receipt as responsibility. Please see our Shipping & Delivery guide for more information.

Please consider that your playground is a unique, custom-designed item that has taken months to get to you.  Returning an item can change the look and feel of your play area, additionally replacing an item can take months to happen, prolonging the playtime for your children.

Also, returning your equipment will result in additional costs as you consider the cost of packaging, shipping, and restocking. This can be an expensive process.

If you decide to return your equipment here are some things you should know:

1. Packaging of your Equipment


  • You have 30 days to return most new, unopened items.

  • We will not accept any items without a Return Material Authorization (RMA).

  • Anything returned without an RMA is returned at the expense of the sender Items must be returned in sellable condition.

2. Shipping your Equipment


  • Most playground equipment is shipped by a freight carrier, especially for bigger items like slides, swings, or climbers.  Return Freight shipping ranges from $300 to over $1,000.

  • The returner of the merchandise must pay the freight to return it.  Freight charges to and from customer's locations are not refundable.

  • When we make mistakes, we pay the return shipping costs.

3. Restocking your Equipment


  • A minimum 30% restocking fee will be charged to any order that is canceled after final approval.

Special Notes


  • Call us within 48 hours to report issues with a recent delivery, including damage, missing pieces, or incorrect order.

  • You should expect to receive a refund within four weeks of a product return or once the merchandise is evaluated.

  • Credit Card Processing Fees will no longer be refunded to your account when we issue full or partial refunds to customers.  This is a policy of our Merchant Bank and is outside of our control (04/11/23). We appreciate your understanding.

Non-Returnable Products

(Not returnable for any refund for any reason)

  • Installed playground equipment


  • Shade equipment


  • A product that did not exceed $50.00


  • Damaged or defective products that have been replaced at no cost


  • Equipment returned more than 30 days after delivery of the equipment

  • Items without Return Material Authorization


  • Any product returned freight collect


  • Promotional or free items including Facebook promotions


  • Any surface including and not limited to poured-in-place, rubber mulch, rubber tiles, and wood fiber

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