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FAQs

Frequently Asked Questions

Placing An Order & Payment Options

 

WHAT TYPE OF PAYMENTS DO YOU ACCEPT?

We accept all major credit cards, Apple pay and PayPal.

 

CAN I PLACE MY ORDER OVER THE PHONE?  

Yes, you can always give us a call at (855) 773-7843 and we can take your order right over the phone. 

 

IS IT SAFE TO BUY TRAMPOLINES ONLINE THROUGH YOUR WEBSITE?  

Absolutely. Our family at The Trampoline Shop strives to provide our customers a safe and smooth customer experience. We are proactive in addressing our customer concerns for online shopping and decided to team up with Norton Inc. to provide our customers with a safe, secure checkout and and a shopping guarantee only Norton can provide.

Norton Shopping Guarantee enables the best online merchants to provide their buyers an independently guaranteed shopping experience for total peace of mind over their purchase. When you buy from The Trampoline Shop, you will receive for FREE:

Norton Shopping Guarantee | The Trampoline Shop

 Visit our Shopping Guarantee page to learn more.

 

WHAT DOES THE NORTON SHOPPING GUARANTEE PROMISE?

The Norton Shopping Guarantee means:

  • The Trampoline Shop's identity, reputation, experience, financial stability, and ability to honor their sales terms and conditions have been verified.
  • The Trampoline Shop's performance is monitored on every transaction
  • Norton Shopping Guarantee is automatically included with your purchase at no cost.

 Visit our Shopping Guarantee page to learn more or contact us at (855) 773-7843 or email us at customerservice@thetrampolineshop.com

 

HOW WILL I BE NOTIFIED THAT MY ORDER HAS BEEN RECEIVED?

You will receive an order confirmation e-mail immediately after placing your order. This means that we have received your order in our system and pre-authorized your credit card for the purchase.  As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment.  If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail.  If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.

 

I PLACED MY ORDER BUT DID NOT RECEIVE A CONFIRMATION EMAIL. WHY?

If you recently placed your order and didn't immediately receive a confirmation email from The Trampoline Shop, then there might be a few issues we can look into: 1) our emails might be going to your junk or spam folder; 2) there might have been a misspelling when you entered your email address during checkout; 3) your email server has very strong spam filters and is identifying our emails as spam so the emails aren't going through. To be on the safe side, we encourage our customers to provide an alternate email to customerservice@thetrampolineshop.com. 

  

DO YOU OFFER FINANCING?

Yes, we do. We offer financing via PayPal Credit. PayPal Credit is a PayPal service that gives customers access to No Payments and No Interest if paid in full in 6 months on purchases of $99 or more.

PayPal credit is a secure, instant and reusable credit line customers can use at checkout when they pay with their PayPal account and choose PayPal Credit. See more details.

 

HOW DO I APPLY FOR FINANCING?

If you already have an existing PayPal account, the process is easy. If you don't have a PayPal account, you can sign up for a PayPal account during the checkout process. Our customers can apply for PayPal Credit during checkout by simply entering the customer's birth date and the last 4 digits of their Social Security number, then accepting the terms. The approval process literally takes seconds! PayPal Credit is subject to credit approval and offered by Comenity Capital Bank. See more details.

 

WHAT ARE THE FINANCING TERMS?

No payments and no interest if paid in full in 6 months when you spend $99 or more on your purchase. You can pay your balance in full by the payment due date that is on your statement to avoid paying any interest, or just make the minimum payments until you've paid off your purchase and pay the accumulated interest from the posting date (usually within a few days after your purchase date). PayPal will send you email reminders when your payments are due. You can also keep track of your account and view your statements online at any time. Interest will be charged to your account from the posting date (which is usually within a few days after the purchase date) if the purchase balance is not paid in full within 6 months. Getting what you want, when you want is easy with PayPal Credit, just be sure you pay the amount financed for this purchase in full by the promotion expiration date to avoid interest on this purchase. You can even use the special financing offers on multiple purchases when you spend $99 or more on each individual transaction. See more details by visiting our Financing page.

Multiple purchases of less than $99 per transaction cannot be combined to meet the minimum purchase amount. If you don't want to pay before the promotional period ends, you will owe the interest that has accumulated at an Annual Percentage Rate (APR) of 19.99% starting from the posting date (which is usually within a few days after the purchase date). This accumulated or deferred interest will get added onto your account balance when the promotional period for this purchase expires if the balance is not paid in full. Deferred interest amounts and expiration dates are available online and on your statements, so you can stay in control of your money. If approved, Comenity Capital Bank will extend credit to you for the amount financed to pay for your purchase. Comenity Capital Bank will pay the merchant on your behalf for the purchase. Visit PayPal Credit to learn more.

 

Shipping & Tracking

 

DO YOU SHIP INTERNATIONALLY?

Currently, we do not ship to other countries.

 

DO YOU SHIP TO ALASKA, HAWAII OR PUERTO RICO?

Unfortunately, we do not ship to Alaska, Hawaii or Puerto Rico.

 

DO YOU OFFER FREE SHIPPING?

Yes, we offer free shipping on most products all the time. 

 

HOW LONG WILL IT TAKE FOR MY TRAMPOLINE TO SHIP?

If your order is in stock and we process the charges to your credit card, it will ship between five to seven business days after you place your order. Depending on your location, your trampoline will take a few more days for it to arrive. Some orders will leave the warehouse sooner, but we can't guarantee that it will ship the same week that the order was placed. Please expect 7 to 12 business days for your trampoline to arrive at your home.

 

DO YOU OFFER EXPEDITED SHIPPING?

We currently only offer a 3-Day Express shipping for SkyBound trampolines via UPS. Due to the size and weight of some of our trampolines, they have to be shipped via freight carrier and it's a bit more difficult to arrange expedited shipping at a fair cost to our customers. We do not offer expedited shipping to other trampoline brands other than SkyBound.

 

WILL YOU SEND ME THE TRACKING INFORMATION FOR MY ORDER?

We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address your provide when checking out. If you do not receive tracking information from us within three business days of your order, feel free to follow up with us at customerservice@thetrampolineshop.com.

 

HOW WILL I BE NOTIFIED ABOUT SHIPPING UPDATES?

After placing your order, you will receive a confirmation email. Within the next few days (5-7 business days) after placing your order, you will receive a follow up email that will include your tracking number. You should be able to receive shipping updates but you can also track your order on our Track Your Order page on our site. 

 

HOW WILL I TRACK ORDERS THAT ARE SHIPPED IN MULTIPLE BOXES?

Most of our orders ship together, even if the order is shipped in multiple boxes. In the event that your order ships in multiple boxes or is shipping from different locations, you will receive two tracking numbers. You may track your order by visiting our Track Your Order page on our website and entering the tracking numbers. You should also be receiving notifications regarding the status of your order.

 

I PLACED MY ORDER A FEW DAYS. WHY HAVE I NOT RECEIVED MY TRACKING INFORMATION?

After placing your order, you will receive a confirmation email. Within the next few days (5-7 business days) after placing your order, you will receive a follow up email that will include your tracking number. However, there are multiple reasons why you have not yet received your tracking information:

  • Holiday delays
  • Orders placed on Friday or during the weekend are not processed until the next business day
  • We might have missing information or incorrect information that you provided (i.e. phone number or email)
  • Our email went to your spam or junk folder
  • Your email server has strong spam filters and is not allowing our emails to reach you
  • The order has not yet shipped and it took us longer to process

 

Order Cancellations & Refunds

 

WHAT DO I DO IF I RECENTLY MADE A PURCHASE BUT NOW WANT TO CANCEL MY ORDER?

All orders cancelled within 72 hours of placing the order at thetrampolineshop.com will be honored with no cancellation fee of any sort. If you decide to cancel your order after 72 hours, you will be charged a $20 administration fee, whether or not your order has shipped.

If your order has shipped, is currently in transit, and you decide that you want to cancel your order, please contact us via email at customerservice@thetrampolineshop.com or call our Orders Department at (855) 773-7843 x1. We will then contact the freight or shipping carrier, to return the order back to our warehouse. A $40 restocking fee will apply if the order has shipped. To cancel your order simply send our Customer Service team an email at customerservice@thetrampolineshop.com and request a cancellation.

 

HOW DO I CANCEL MY ORDER? 

 There are three ways you can cancel your order.

  • Online - To cancel your order you can log into your account and just choose "Cancel My Order." If you did not create an account upon checkout, you can always do so by visiting www.thetrampolineshop.com. 
  • Over the phone - Call our Orders Department at (855) 773-7843 x1 to cancel your order over the phone.
  • Email - Send an email to customerservice@thetrampolineshop.com stating that you want to cancel your order. Please make sure that you include your name, your order number and a reason for the cancellation. One of our customer representatives will contact you to confirm the details.

 

I JUST PURCHASED A TRAMPOLINE FROM YOUR WEBSITE BUT I CHANGED MY MIND AND WANT ANOTHER TRAMPOLINE INSTEAD. HOW DO I CHANGE MY ORDER? 

There are two ways to change your order if you change your mind:

  • Cancel your original order and place a new order
  • Contact our Orders Department at (855) 773-7843 x1.

If your order has not shipped, there shouldn't be any issues with the changes made to your order and you will not incur any fees. However, if your original order has shipped, is currently in transit, and you decide that you want to change your order, please contact us via email at customerservice@thetrampolineshop.com or call our Orders Department at (855) 773-7843 x1. A $40 restocking fee will apply if the order has shipped. We will cancel your original order on our end and ask you to place a new order for the trampoline that you want.

 

I JUST RECENTLY CANCELLED MY ORDER. HOW LONG WILL IT TAKE FOR ME TO GET MY REFUND? 

After cancelling your order, our system will automatically process a refund. It should take 3-5 business days for your refund to take into effect. We will also notify you via email of the approval or rejection of your refund. Once your refund is processed, a credit will automatically be applied to your credit card or original method of payment.

 

I JUST CANCELLED MY ORDER. WILL I RECEIVE A FULL REFUND? 

All orders cancelled within 72 hours of placing the order at thetrampolineshop.com will be honored with no cancellation fee of any sort. Therefore, a full refund will be credited. If you decide to cancel your order after 72 hours, you will be charged a $20 administration fee, whether or not your order has shipped. This means that you will be refunded the amount you paid for your order, minus $20. 

If your order shipped, or was in transit when the cancellation took place, a $40 restocking fee will deducted from your refund. To learn more about our refund policy, please visit our Shipping & Returns page.

 

I CANCELLED MY ORDER MORE THAN 5 DAYS AGO. WHY HAVEN'T I RECEIVED MY REFUND? 

If you haven’t received a refund after 5 days of cancelling your order, first check your bank account to make sure that it's at least processing. You may also contact your credit card company or bank since some credit card companies can take up to 14 days to process a refund and post it onto your account.  it may take some time before your refund is officially posted (sometimes up to 14 days). If you have already contacted your bank or your credit card company and you still haven't received your refund yet, please contact us at customerservice@thetrampolineshop.com.

 

Assembly & Installation

 

CAN I ASSEMBLE THE TRAMPOLINE ON MY OWN? HOW LONG WILL IT TAKE?

Most of our customers are able to assemble their trampoline with no professional help. However we highly recommend that the trampoline is assembled by more than one person. Depending on the number of people helping with the assembly of the trampoline, assembly can typically take 1-3 hours. The time also depends if you have to assemble an enclosure net. 

 

DO YOU OFFER INSTALLATION SERVICE?

Yes, we do offer installation. For more information regarding our installation services, visit our Installation page.

 

HOW MUCH DO YOU CHARGE FOR INSTALLATION?

Depending on the trampoline (brand, size, weight, etc.) installation services can range from $150 to $350.

 

HOW DO I PURCHASE INSTALLATION SERVICES FROM THE TRAMPOLINE SHOP?

Trampoline installation services are purchased through our online store just like any other product we sell. Just add to cart and include the Shipping Address as the location for assembly when you check out. If you have a coupon code, add it at checkout. Our partners at Jez Enterprises will take care of the rest. For more information regarding our partnership with Jez Enterprises, please visit our Installation page.

 

WHEN WILL THE INSTALLATION TEAM ASSEMBLE MY TRAMPOLINE?

After you purchase installation services, we will send relevant installation information to our certified partner, Jez Enterprises A representative from Jez Enterprises will contact you to verify the address and the trampoline you purchased. While on the phone, you will be asked for the best day and time for the installation team to perform their service. It's that easy. You pick the day and time that is most convenient for you and your family! For more information regarding our partnership with Jez Enterprises, please visit our Installation page.

  

HOW DO I SCHEDULE A DAY FOR INSTALLATION?

After you purchase installation services, we will send relevant installation information to our certified partner, JEZ Enterprises. A representative from JEZ Enterprises will contact you to verify the address and the trampoline you purchased. While on the phone, you will be asked for the best day and time for the installation team to perform their service. It's that easy. You pick the day and time that is most convenient for you and your family! You will also be provided with the contact information of Jez Enterprises in case you need to make any changes or reschedule. For more information regarding our partnership with JEZ Enterprises, please visit our Installation page.  

 

HOW LONG WILL THE INSTALLATION TAKE?

Installation services vary depending on the trampoline but the assembly typically takes 1-3 hours with two people. The timing will also depend on the space available for trampoline installation, if the boxes have already been opened and if the installation team need to move things around, level the floor or if there are any special instructions. Additionally, it takes longer to install the trampoline with the enclosure net as opposed to the trampoline by itself. 

 

HOW DO I CHANGE MY INSTALLATION APPOINTMENT?

We know plans can change so we have made it easy to make changes to our appointment. There are two ways you can change the day or time of your installation appointment:

  • Contact our Customer Service Team at customerservice@thetrampolineshop.com or call our Orders Department at (855) 773-7843.
  • You can contact JEZ Enterprises or your assigned installer directly. To get information on how to contact JEZ Enterprises, please visit our Installation page.

Our team of assemblers will work diligently to meet your proposed day/time for installation and will coordinate a day/time that will work for both parties.

 

MY INSTALLATION WAS SCHEDULED FOR RIGHT NOW BUT NO ONE HAS SHOWN UP. WHAT DO I DO?

Installation services vary depending on the trampoline but the assembly typically takes 1-3 hours with two people. The timing will also depend on the space available for trampoline installation, if the boxes have already been opened and if the installation team need to move things around, level the floor or if there are any special instructions. Additionally, it takes longer to install the trampoline with the enclosure net as opposed to the trampoline by itself. 

 

Trampoline Parts & Specifications

 

WHAT DO I DO IF HAD A PART OR PARTS MISSING FROM MY PACKAGE/BOX?

Please inspect the packaging of your item(s) when they arrive, if you notice any items missing from the packing list or product description, you should make note of it when signing for delivery. If it has been 30 days or less from the date of your initial purchase, you can contact our Customer Service department by emailing us at customerservice@thetrampolineshop.com. We will ship any missing parts within 1-2 days.

 

WHAT DO I DO IF I RECEIVE A DAMAGED PRODUCT?

If it has been 30 days or less from the date of your initial purchase, you can contact our Customer Service department by emailing us at customerservice@thetrampolineshop.com. Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery.  If your item(s) do arrived damaged, please send photos to customerservice@thetrampolineshop.com and we will either (a) immediately replace the damaged parts; (b) file a warranty claim on your behalf with the manufacturer or; (c) ask you to contact the manufacturer directly. 

 

I WANT SPECIFIC DETAILS FOR A TRAMPOLINE I WANT TO BUY, WHO CAN I CONTACT? 

Our team of experts are ready to help you choose the right trampoline. As you complete your trampoline research, we know that there are questions that you will have that are hard to find online or that may not be provided on our own site. For any of the following trampoline-specific questions, please email us at info@thetrampolineshop.com or contact our Recommendations Department at (855) 778-7843 x2:

  • Box specifications
  • Pole-to-pole measurements
  • Spring sizes
  • Trampoline weight
  • Pole sizes and weight
  • Matt thickness
  • Mat, pad, pole spring material type

Although we have intensive knowledge on trampolines, please note that we may not have all the answers to questions regarding trampolines that we don't carry or trampolines that are not sold via other retail outlets.

 

DO YOU SELL TRAMPOLINE REPLACEMENT PARTS? 

Our selection of trampoline replacement parts is very limited, as is our quantity of available parts. You may visit our Replacement Parts Page or visit one of our trusted partners listed below:

  

Deciding On A Trampoline

 

HOW CAN I DETERMINE THE QUALITY, SAFETY AND DURABILITY OF TRAMPOLINES? 

Shopping for a trampoline can be daunting. There are so many trampolines available on the market with so many sizes, prices, features, warranties and variations. If you've been shopping around, trampolines might all of a sudden start to seem the same. 

The diameter and thickness of the tubes in a trampoline plays a huge role and is one of the biggest differentiatiors in durability. Trampolines are considered to be strong and durable if they have a wider diameter and thicker wall of the tubes that puts the trampoline together. You can learn more by visiting our Buying Guide Blog

 

WHAT MAKES A TRAMPOLINE BOUNCY? 

The biggest indicator of the trampoline's jumping properties are:

  1. The number of springs
  2. The length of springs
  3. The pre-stress of a spring

A good spring must have good stretch, high pre-stress and high resiliency. With a longer spring and with a higher pre-stress in it, you can make much higher and more comfortable bounces. Springs that are over 8 inches typically give a great bounce. For example, a trampolines with an average of 96 springs should give you a great bounce for a 14 FT trampoline. You can learn more by visiting our Buying Guide Blog

 

WHEN BUYING A TRAMPOLINE, WHAT ELSE SHOULD I CONSIDER?

When purchasing a trampoline, make sure that the trampoline comes with at least one (1) year warranty and it has 100% spare part availability. Usually the longer the warranty the better trampoline. If a trampoline is backed up with a long warranty period and 100% spare part availability as well as an extensive supply of accessories, this should prevent the buyer from becoming an unsatisfied customer. You can learn more by visiting our Buying Guide Blog

 

Trampoline Maintenance

 

WHAT SHOULD I DO IF ONE OR MORE OF MY ENCLOSURE POLES IS BENDING?

If your poles are bending, there is a high possibility that you have too much tension on the enclosure due to the pole top straps being way too tight. Please note that these poles can bend after being inappropriately used as handholds, grips, or after someone has hung or swung from them. Another possibility might be that the enclosure elastic bands on the bottom are routed incorrectly. Take into consideration that the poles are not designed to support repeated tension from being pulled on. Any damage resulting from these actions is not covered under our limited warranty. If you have any questions regarding this please feel free to contact our Customer Service department at customerservice@thetrampolineshop.com.

 

WHAT DO I DO IF MY FRAME PAD KEEPS SHIFTING IMMEDIATELY AFTER USE?

If your pad keeps shifting immediatelyl after use, there is a possibility that you have your frame pad too tight. This can be resolved by reseating the pad. Take the frame pad completely off and follow the assembly instructions. Under no circumstance should you try to stretch the elastic bands to their tightest point.

 

WHAT DO I DO IF ONE OF MY TRAMPOLINE LEGS BREAKS OR THE PADDING OR MAT GETS DAMAGED?

If you are still within your warranty (which can vary by manufacturer) then feel free to contact our Customer Service department by emailing us at customerservice@thetrampolineshop.com. If your warranty has expired you may purchase additional replacement parts through The Trampoline Shop.

 

WHAT SHOULD I DO IF I WANT TO MOVE MY BACKYARD TRAMPOLINE?

At least three adults should help move a fully assembled trampoline. The easiest way to move the trampoline is to have all adults equidistant around the trampoline. As the adults move the trampoline, they should lift with their legs while keeping the trampoline leveled to avoid any possible damage to the trampoline or any injury. We also suggest the top frame joints to be taped to prevent slippage. Under no circumstance should you drag, push or pull your trampoline in order to move it.

 

Didn’t find what you were looking for? Contact us.