Shipping & Returns
Our Shipping & Return Policy
Cost of Shipping
Shipping is FREE for all products, all the time. Our heavier, bigger trampolines (such as the Vuly trampolines, Magic Circle trampolines or JumpSport trampolines) typically ship via freight carrier, but most will ship regular UPS or FedEx.
The Trampoline Shop will begin to offer expedited shipping in January 2017. Since many of our trampolines require freight delivery, we currently don't offer expedited shipping at a convenient cost. Expedited shipping costs can sometimes be more expensive than the trampoline due to the weight and size. If you have additional questions regarding expedited shipping, please contact us at email@example.com or give us a call at (855) 773-7843.
As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase. This does not mean that your order has shipped. As soon as we receive your order, we automatically reach out to our suppliers to confirm that the product you ordered 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.
If your order is stock and we process the charges to your credit card, it will ship between five to seven business days from the date that we received order. We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provide when checking out. If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at firstname.lastname@example.org.
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 email@example.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 firstname.lastname@example.org 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.
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 email@example.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.
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 firstname.lastname@example.org 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 email@example.com and request a cancellation.
Our return policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, therefore, the boxes must be unopened.
After deciding that you want to return your item, please contact our customer service team via email firstname.lastname@example.org. You may also call us toll free at (855) 773-7843. To complete your return, we require a receipt or proof of purchase, which is typically a confirmation email that we sent you when you placed your order.
Please expect additional instructions for your return 1-3 business days after your initial contact with our customer service team. Our team must coordinate the return with the manufacturer. Please do not automatically send your purchase back to the manufacturer; contact us first.
Please note that The Trampoline Shop will not pay for shipping if you decide to return any item purchased from our online store. The buyer, or customer, is responsible for all shipping charges and arranging a carrier for pick up at the buyer's home or a drop off at the carrier location. Additionally, a restocking fee of up to 15% may apply depending on the situation. We will definitely assist during this tedious process. Please contact us via email at email@example.com or call our Orders Department at (855) 773-7843 x1.
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.
Late or Missing Refunds
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 firstname.lastname@example.org.
Our cancellation, refund and return policies apply to all of our sales items as well. However, in the event that you are requesting a refund, you will only receive the amount you paid for the product (i.e. the sales price). You will not receive a refund based on the original price of the item you purchased.
We only replace items if they are defective or damaged. We do not accept exchanges after 30 days, even if it is for the same item. If you want to exchange your product for an identical product, you may do so within 30 days. If you would like to exchange your item for a different one, your product must be unused and unopened. Additionally, a restocking fee of up to 15% may apply for exchanges. Please contact us via email at email@example.com or call our Orders Department at (855) 773-7843 x1.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, an e-gift certificate will be sent to the email we have on file.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Inquiries Regarding Returns
Please contact our customer service team via email at firstname.lastname@example.org. You may also call us toll free at (855) 773-7843. To complete your return, we require a receipt or proof of purchase. Please do not ship your product directly to the manufacturer and do not contact the manufacturer regarding returns or exchanges. We will be able to help you ourselves and work directly with the manufacturer so that you don't have to.
Shipping Your Product
Please do not ship your product before contacting our customer service team (email@example.com). You may also call us toll free at (855) 773-7843 to receive the return address. Remember, to complete your return, we require a receipt or proof of purchase.
Please expect additional instructions for your return 1-3 business days after your initial contact with our customer service team. Our team must coordinate the return with the manufacturer. Please do not automatically send your purchase back to the manufacturer; contact us first. If, for whatever reason, you shipped your product without contacting us first, we cannot guarantee a full refund, exchange replacement.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Please note that the you are responsible for making these arrangements and for paying for any additional costs such as shipping insurance or postage, etc.