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Policies

Privacy

Custom Playground Equipment does not provide third party organizations any information regarding customers who have visited our site(s) or purchased from us. We never sell, rent, or distribute customer information to any third party. Information we do store, is used only for official Custom Playground Equipment business.

Shipping

Your playground consultant will searche for the lowest shipping / freight available before providing a formal quote. Most playground equipment is shipped freight, however several smaller items may ship UPS ground of FedEx. To receive a shipping quote on playground equipment, contact us toll free at 800-242-0039. The freight carrier, not Custom Playground Equipment, shall be liable for any damage to the equipment that occurs during shipping.

Freight Delivery

Upon arrival of your merchandise, the truck driver will bring the load to the tailgate of the trailer. From that point it is up to you to unload the item (the driver is not obligated to help you unload). If you need a liftgate, (to unload the item(s) from tailgate to ground), arrangements will need to be made prior. There is a $100 fee for most lift gate service. Contact your playground consultant or a customer service representative at 800-242-0039 to order a lift gate. Please be sure to note any missing equipment on your delivery slip BEFORE signing the delivery confirmation and report any damage discovered within 72 hours of delivery.

If your item requires freight delivery the Ship To address you provide must be able to accommodate a large delivery truck. Most addresses are accessible for large trucks, however low wires, narrow residental streets, or clearances directly in front of address will make the location difficult to ship. We will not be responsible for fees related to inaccurate or undeliverable addresses. If this is the case, please contact us for other options.

Additional Freight Services

Additional services, such as two-person delivery, liftgate service, or inside delivery are not included in the shipping price, but are available for purchase. In most cases this will not be necessary if someone is available that can lift a moderately heavy item is available to help. Playground equipment is generally packed on a large pallets / skids. These slids can weigh several hundred to thousands of pounds. For these items we suggest manually unpacking within 72 hours to check and verify a complete shipment. For any additional freight services, please contact our office as the fees vary by carrier and region.

Receipt of Shipment / Customer Responsibility

Before signing for your order, check to see that you are receiving the same number of cartons, bundles, welded frames, etc., indicated on your receipt. Note any shortages or visible damage on your receipt and have the driver note these also and/or initial your notes. If shortages are not noted on the receipt, replacement pieces may be repurchased at customer expense. Damage that is found after you unpack the shipment (concealed damage) must be reported to our Customer Service Center within 72 hours. Please closely inspect your shipment! Most freight companies allow 72 hours from receipt to report concealed damage. Digital photos will need to be taken. If you discover damage of any kind, DO NOT DESTROY ANY ORIGINAL SHIPPING CARTONS.

Replacement Parts / Concealed Damage / Missing Parts

If parts are missing from your order or damaged, email or call us within 72 hours from delivery of the goods and we will contact the appropriate manufacturer. Note this before accepting any shipment. The manufacturer will ship the missing part to you at no charge. Please do not wait to call us. After 72 hours upon arrival of goods the manufacturer will not replace missing parts. Custom Playground Equipment is not the manufacturer of the equipment and thus is not liable or responsible for any damages to the equipment.

Payment Options

Custom Playground Equipment accepts Visa, MasterCard, and Discover, and American Express, for orders under $5,000. We also accept Pay Pal. If purchasing with check, mail your check to Custom Playground Equipment, P.O. Box 350098, Palm Coast, FL 32135. Purchase orders must be signed and dated with a valid signed quote issued by one of our playgorund consultants. No orders will be processed until full payment has been received by Custom Playground Equipment.

Installation

All products are delivered knocked down (not assembled) unless otherwise noted. An assembly guide and a packing list are included in the hardware bag(s) of your shipment and should be carefully checked against the order immediately. You may also email your playground consultant or Customer Service for a PDF verison of your assembly guide and or packing list.

Custom Playground Equipment can install your playground equipment or arrange for the installation of the equipment by a third party for an additional fee. All installation arrangements must be made prior to shipment as installation fees are not included online or on our quotes; they are a separate fee. Any issues with the installation of the equipment must be reported to our customer service within 30 days. Please note that Custom Playground Equipment is not liable or responsible for the manufacturing or warranty of the equipment.

Backorders

On rare occasions, items may be backordered by the manufacturer. We make every effort to display the backorder date. Backorder dates may change without notice. It is your responsibility to cancel any backordered item as it will ship out when in stock otherwise. If your backorder item ships, regardless of the date, and has not been canceled, you must follow our return policy.

We do not offer discounts, rebates, coupons, credits, or refunds (in full or partial) for late deliveries. Generally the products we offer ship in the specified time frame. However, bad weather and other unexpected occurrences may slow your delivery. We will try to give you the most updated information on your shipment of goods on a weekly basis via the email or phone number you provided.

Returns

You have 30 days from the date the equipment is delivered to you to return the equipment for any reason. All returns must be authorized by Custom Playground Equipment in advance. Attempted returns following the 10-day period or without our prior authorization will be rejected. Certain items, as described below, may not be returned under any circumstances.

Items may be returned only if still in original packaging in good condition. Original shipping and handling charges are non-refundable and a 30% restocking fee shall be applied to all returned items. Please call us to receive a Return Merchandise Authorization (RMA) number and the correct warehouse address to return the product(s).

Restocking charges and all freight charges, including freight to and from your location, will apply to all returned items.

NON-RETURNABLE ITEMS:

The following types of items do not qualify to be returned for a refund:
  1. Any equipment that has been installed, whether by us or by you.
  2. Damaged or defective goods which have been replaced with the same item at no cost.
  3. Promotional items which were provided free of charge.
  4. Any item(s) for which the cost did not exceed $50.00.
  5. Items returned without prior written authorization from Custom Playground Equipment. (i.e. No RMA#)
  6. Items returned more than 30 days after delivery of the product(s) to you.
  7. Items attempting to be returned freight collect.
  8. Rubber mulch, wood mulch, or any other safety surfacing product.
  9. Shade products including free-standing and any incorporated into a play system.
  10. Any order consisting of customized items. (e.g. where color choice was made by customer.)
  11. Any order of products not considered a standard order.

Refunds

Refunds will be provided via business check within 4-6 weeks of confirmation of receipt of product. Refund amount will equal the total amount paid less a 30% restocking fee. Refunds are not available for custom items as they cannot be returned.

Cancelation

If your order has not been processed your order may be canceled, no questions asked. A cancelation fee may apply. An order is not considered canceled until a cancelation number (RMA) is given. Orders are usually processed within the first 6 hours after payment, sometimes less than 1 hour. Some orders ship the same or next day, so be certain about your order because it is impossible for us to stop a shipment, and shipping costs are non-refundable. There is a 30% restocking fee on all equipment returned or canceled. All service related orders will have a 30% restocking fee as well, regardless of whether the service has been performed, due to the disruption in schedules and the costs involved in rescheduling.

Warranty

Custom Playground Equipment does not offer a warranty on any of the products we sell. Each manufacturer warrants it's own products. These warranties vary by brand, product, and material. We make every effort to make sure any questions and concerns are dealt with to the satisfaction of the customer through the proper manufacturer, and often facility the warranty process on the customers behalf. To receive detailed manufacturer warranty information on any product contact us and we will send the appropriate warranty. Due the number and complexity of warranties, they can not be published on this page. Any claims relating to or arising from the manufacture or warranty of the products shall be directed to the manufacture of the specific product.