COVID-19 FAQ

FAQ Categories

1. Are you still delivering and installing trampolines at this time?
2. I don’t live near a Springfree store - How does delivery and installation work?
3. Can I self-install the Springfree Trampoline?
4. Do you sell spare parts for my trampoline, I don’t see anything online in your web store.
5. Is my Trampoline/parts covered under warranty?
6. What is your current promotion?
7. How do I pre-order my trampoline?
8. When will you have more trampolines in stock?
9. Can I return my pre-ordered trampoline if I change my mind for any reason?
10. Can I track the progress of my pre-ordered trampoline?

Are you still delivering and installing trampolines at this time?

Although some of our retail stores are temporarily closed, our online store is open 24/7. We will continue to service our customers and take orders online or via our toll-free number at 1-877-586-7723. Visit https://www.springfreetrampoline.com/store-locator to find out whether your nearest store is open.

Delivery

Due to extremely high demand, we are currently out of stock on all trampolines and have had to extend our expected delivery timeframe to between 4 and 8 weeks, depending on the model. We have introduced the ability for our customers to pre-order their trampoline online or by phone.

All trampoline pre-order purchases are time-stamped and will be shipped in order of purchase. Your delivery will be prioritized and delivered within 7-10 business days of arriving in our warehouse and we will confirm all orders prior to shipping.

For more information about pre-ordering your trampoline please call 1 (877) 586-7723 or simply pre-order through our website today.

Professional Installation

Safe play is at the heart of everything we do. We are reinstating nationwide professional installation and assure you of our continued commitment to the safety of our associates and customers.

If you are located near one of our Springfree showrooms your contactless, professional installation will be carried out by Springfree Trampoline. If you do not live nearby to a Springfree showroom your installation will be carried out by our third-party installer. Either way, you can be assured that your installation will follow CDC recommendations to prevent and minimize transmission of COVID-19.

Alternatively, many of our customers opt for self-installation and we offer a number of tools to help with successful self-installation.

• A Springfree technician can walk you through the installation process; either over-the-phone or on video chat (FaceTime, Whatsapp, Skype). We’ve done a lot of these and have received great feedback from our customers. Please call 1 (877) 586-7723 and we will coordinate a day and time to help you with the install.
• You can refer to the step-by-step install instructions inside of trampoline box 1.
• You can also refer to the online easy-to-use install manual that provides step-by-step instructions on how to fully assemble your trampoline. There are also videos to help you in this section of our website.
• You may also find this blog post helpful as it includes top tips and videos on self-installation.

I don’t live near a Springfree store - How does delivery and installation work?

Delivery normally takes 7-10 business days and the boxes are sent through FedEx. Once the order is processed, you will receive an email that will include a tracking number, which will allow you to follow the progress of your order. Installation will be performed by our third-party professional installation service. They will call you within 3 business days or once you get your tracking number to schedule an install date.

Can I self-install the Springfree Trampoline?

Many of our customers perform self-install by using the following resources readily available for your use:

• A Springfree technician can walk you through the installation process; either over-the-phone or on video chat (FaceTime, Whatsapp, Skype). We’ve done a lot of these and have received great feedback from our customers. Please call 1 (877) 586-7723 and we will coordinate a day and time to help you with the install.
• You can refer to the step-by-step install instructions inside of trampoline box 1.
• You can also refer to the online easy-to-use install manual that provides step-by-step instructions on how to fully assemble your trampoline. There are also videos to help you in this section of our website.
• You may also find this blog post helpful as it includes top tips and videos on self-installation.

Do you sell spare parts for my trampoline, I don’t see anything online in your web store.

We absolutely do, just call us toll-free at 1-877-586-7723 and we’ll get you set up! All we need is your model and serial number to get you started. Please note at this time with Covid-19, we are delayed in shipping out spare parts. However, we can take your order today and as soon as we are up and running at full speed, you’ll be first on the shipment list to receive your parts!

Is my Trampoline/parts covered under warranty?

We warrant our products to be free of defects in material and workmanship under normal domestic use and service conditions, which does not include general wear and tear, burns, cuts or snags.

Our warranty period increased to 10-year coverage in September 2017. If you purchased prior to September 2017, the warranty of your trampoline will be the following:

Frame: 8 years

Mat: 2 years

Enclosure net: 2 years

Mat rods and enclosure rods: 2 years

If you purchased after September 2017, the entire trampoline will be covered for 10 years, with the exception of accessories (2 years) and the Springfree FlexBall (3 months).

Call us at 1-877-586-7723 and we can assist you with purchasing spare parts or lodging a warranty claim.

What is your current promotion?

Due to extremely high and unprecedented demand for our trampolines we are unable to offer a promotion at this time.

How do I pre-order my trampoline?

Due to extremely high demand for our trampolines we have introduced the ability for our customers to pre-order online or by phone.

By pre-ordering your trampoline, this will guarantee you a spot at the top of our delivery list once new product arrives in our warehouse and ensure that your Springfree trampoline will arrive within 8-10 weeks of purchase.

• All trampoline pre-order purchases are time-stamped and will be shipped in order of purchase.
• Your delivery will be prioritized and delivered within 7-10 business days of arriving in our warehouse.
• We will confirm all orders prior to shipping.

For more information about pre-ordering your trampoline please call 1 (877) 586-7723 or simply pre-order through our website today.

When will you have more trampolines in stock?

We will be receiving trampolines every month, and as soon as you pre-order, you are put on the wait list and guaranteed a unit. All orders are time stamped and filled in order of purchase. We have container schedules and shipping times in hand. Of course, things can happen that are beyond our control, but right now everything looks good.

Can I return my pre-ordered trampoline if I change my mind for any reason?

Yes, you can return your pre-ordered trampoline for a full refund prior to shipping. We will contact you, prior to shipping, to confirm your order. During this call we will answer any of your questions and also offer the opportunity to purchase accessories and professional installation.

Can I track the progress of my pre-ordered trampoline?

After your trampoline leaves our warehouse in Plano, Texas we will provide you, via email, your Fedex tracking number. You can then track your trampoline via the Fedex tracking system.