Store FAQ
Have a question about our online store? Below are some of the most frequently asked questions. For other product questions, please visit our support page or visit our contact page to get in touch with us directly.
- Return and Refund Policy
- What is your Return Policy?
- How can I return your product?
- What if your product arrives with missing, damaged or defective merchandise? Shipping Policy
- Where and when will you ship my order?
- How do I track my order?
- Can I cancel my order?
- Do you offer free shipping for U.S. orders? General
- Hours of Operation and Customer Service
- Springfree Price Guarantee
- Product Availability
- Payment and Sales Taxes
Return and Refund Policy
What is your Return Policy?
Springfree Trampoline Inc. is committed to service excellence and we’re pleased to offer you a 30 day return guarantee for all of our products; 30 calendar days from the date you receive your Springfree product. All products must be in salable condition and be packed in the original, unmarked packaging including any manuals and documentation that shipped with the product. Springfree will refund your purchase price minus all actual shipping costs, including to and from your ship location. We will also deduct a standard restocking fee of 15% of the purchase price, including any applicable taxes.
How can I return your product?
If our products have not met with your quality expectations and you wish to make a return, please call our Customer Service Team at 1-866-899-7370 to obtain a Return Authorization (RA) number. Once we have received your returned product, your purchase (net of applicable charges) will be refunded to the credit card originally used to make your purchase. Product returned to Springfree without an authorized RA number, or returned more than 30 days after delivery of the product to you, or returned to Springfree “freight collect” does not qualify for a refund.
What if your product arrives with missing, damaged or defective merchandise?
We are constantly looking for new ways to improve our packaging and shipping methods and all Springfree products undergo a thorough quality review process before being shipped to you. We ask you to thoroughly review and inspect all component parts prior to assembly to ensure all parts are present and none are missing, damaged or defective. If there is any issue whatsoever, please call our Customer Service Team at 1-866-899-7370 within 5 days of product delivery and we will assist you with the issue. Please know that we are not responsible for any installation costs incurred as a result of missing, damaged or defective parts if you engage a third party to assemble and install your Springfree product.
Shipping Policy
Where and when will you ship my order?
At this time, we ship to all locations within Canada and the continental United States. We do not currently ship international, nor to Hawaii, Alaska, Puerto Rico, Guam, the US Virgin Islands, nor to APO/FPO addresses or P.O. boxes. For special shipping requests, please contact our Customer Service Team at 1-866-899-7370. Springfree will ship your product within 3 business days from date of receipt of your paid order and all products are shipped in 1 – 3 boxes. Please allow 7 – 15 business days for delivery and products are delivered direct to your home via Fedex Ground or freight delivery company.
How do I track my order?
You can easily track your order by visiting the Fedex website at www.fedex.com and using your Fedex tracking number. If your shipment is being delivered via a freight delivery company, you can call our Customer Service Team at 1-866-899-7370 to obtain the name of the company and shipping particulars.
Can I cancel my order?
If you change your mind for any reason after placing your Springfree order, you can cancel the order if it has not been shipped. Once an order has been placed, it can only be cancelled by phone, as emails are not recognized as a cancellation notice. In our commitment to customer service, please be assured that if your order has been shipped, you may return any unwanted items after you receive them in accordance with the Springfree Return Policy.
Do you offer free shipping for U.S. orders?
Springfree is fortunate to have secured very attractive freight rates with Fedex for all shipments within the continental United States. As a result, all residents within the continental United States will enjoy free shipping on all Springfree products. We also continue our efforts to obtain the best freight rates within Canada and at this time we are unable to offer free shipping for orders within Canada. Please contact us for freight rates within Canada.
General
Hours of Operation and Customer Service
At Springfree, we value our customers and are pleased to provide you with a competent and professional Customer Service Team who are available to assist you with product and pricing information, trampoline safety information and any other queries you need answered. You can contact our team at 1-866-899-7370, Monday to Friday between the hours of 8:00am – 5:00pm EST. Please feel free to call us; we’d love to speak with you!
Springfree Price Guarantee
Springfree wants to ensure you always receive the best price we can offer. If for some reason we reduce our price on any shipped product within 14 calendar days of shipment, you qualify for our Price Guarantee. Please call our Customer Service Team at 1-866-899-7370 to request your Price Guarantee and receive a credit of the difference between the price you were charged and the current selling price. Springfree reserves the right to change product pricing displayed on our website at any time and particularly to correct any pricing errors which may appear.
Product Availability
Springfree makes every effort to provide you with the products you order. If you have placed an order which subsequently becomes unavailable, we will contact you immediately to remedy the situation. This may include placing your order on backorder, or we may suggest alternative products that might meet your needs. If you are not satisfied with any alternative products, Springfree will cancel your order and refund your purchase. Springfree reserves the right to make changes to our products, including the discontinuance of such products.
Payment and Sales Taxes
When purchasing your Springfree product, you may pay with either Visa or MasterCard. We will process your payment before shipping your Springfree product and the charge on your credit card statement will appear as “Springfree Trampoline”. For U.S. shipments, we only charge sales tax for orders shipped to Washington. Within Canada we charge 5% GST on all orders. In addition we charge 8% PST for shipments within Ontario.
