Our Return Policy
At Infinity Trampolines, we want you to be 100% satisfied with your purchase. That is why we offer a 30 day money back guarantee. All items returned must be in sale-able condition and in the original packaging. Customer will be responsible for shipping cost to and from and subject to 25% restocking fee.
Items that does not qualify for returns:
a.Items returned without notifying our warranty dept via email.
b. All returns must have RMA #. RMA# will be issued by warranty dept
c. Damaged or defective products – we will ship replacement parts
d. Items returned freight collect. We will refuse all freight collect shipments.
e. Custom made parts or logos.
f. Refusing deliver
How to return an item:
Please contact our customer service dept by email Customerservice@Infinitytrampolines.com> We will assign you a RMA #. RMA # must be written on all boxes being sent back. Please allow up to 4 weeks for refund to show on credit card statement, as all item will be inspected
Refusing Deliveries
All refused delivery will be considered a return and customer will be subject pay for shipping to and from as well as 25% restocking fee. If your item is damaged during shipping please note any damages on the carrier's waybill and we will ship replacement parts intermediately. You may be required to send some email picture so we can send out accurate parts.
Damaged, Missing and Defective parts
In order to speed up the replacement process, all damaged, missing and defective parts must be noted on the carrier's waybill.Please email us description and pictures of the damage,missing or defective part to
Customerservice@Infinitytrampolines.com .
Infinity Trampolines offers free shipping on all complete combo products, excluding spare parts, to the continental US. At the discretion of Infinity Trampolines, we may change shipping company due to delivery date availability and on rush orders. However, majority of our shipments will be shipped via UPS or FEDEX.
Deliveries are made 3-6 working days from the time payment is confirmed (unless ordered on a pre-order which is subject to delay as shown on website). We do not deliver on Saturdays, Sundays or public holidays. Shipping company will contact you a day ahead prior to deliver to ensure that someone is present for drop-off.
Any orders received on Saturdays, Sundays or public holidays and orders received after 12pm PST on weekdays, will be processed the next working day.
Next day deliveries are available for an added cost. Please call or email us for further information based upon location. If you order before 12:00pm, then we will deliver your trampoline the next business day between 8:30am and 5:30pm. Otherwise, it will be moved forward to the next business day. Orders received on Friday will be delivered on Monday on a next day delivery service excluding Bank Holidays.
The couriers are contracted to deliver your trampoline to curbside. However it is at the driver's discretion if he is willing to help to move the trampoline further. Please note that any redelivery charges will be handed on to you if you are not available when you have booked the trampoline for delivery. The goods must be signed for, as they are large value items.
While we agree to use all reasonable endeavors to ensure that delivery is made around the delivery time advertised, you will acknowledge that actual delivery is contracted via third party suppliers and carriers and is therefore beyond our control. Please ensure all personal details are correct at time of order as this may lead to problems or delays in delivery, so before placing your order, please ensure that you have included the full address details, including accurate postcode of the delivery address and your daytime contact telephone number, mobile number and e-mail address so we can contact you in the event of a delivery problem.
Inaccessible Roads or Curbside
In rare situations where the freight shipping company cannot access the customer's road or curbside, due to long narrow, unsafe roads, and/or undeveloped rural areas, customer is required to pick up their trampoline from the local freight shipping terminal. It is the responsibility of customer to coordinate with shipping company if delivery situation is unique.
Lift-Gate Request
Infinity Trampolines are extremely heavy and require multiple persons to carry. Shipping company delivery person is only required to drop the trampoline at curbside. If customer requests for lift-gate, customer will be required to pay for additional lift-gate charges. Additional lift-gate charge could range from $50-100, depending on shipping company. Delivery person is NOT required to drop trampoline in front of driveway, customer's back yard or customers' desired drop-off location. Again, shipping is only curbside delivery.
Reschedule Fee
If customer has set appointment with shipping company, but customer doesn't appear at time of appointment ("no-show"), shipping has to be rescheduled. Shipping companies charge additional for "no-show" rescheduled appointments, which is the responsibility of the customer.
It is the recipient's responsibility to sign for the correct number of packages as shown on the carrier's delivery consignment note. Shortages must be noted on the consignment note where possible. You should notify us of the shortages within 7 days of delivery to customerservice@InfinityTrampolines.com
Warranty
Infinity trampoline products are warranted against manufactured defects only. During the warranty period Infinity Trampoline has to right to repair / replace at our discretion. All shipping charges to and from are the responsibility of the customer.
Items not covered under warranty: Normal wear and tear, rust, commercial usage, abnormal or excessive weight usage, fading and discolorations from paint logos and/or fabric, natural disasters. We do not cover against fading, as products left outside against outside elements can and will fade. We suggest customers to treat spring pads with 303 Aerospace Protect to extend the life of the product.
All warranties are prorated. For example, if you owned your trampoline for 25% of the warranty period you will be responsible to pay 25% of the replacement part plus shipping.
Email all warranty issues to warranty@infinitytrampolines.com . Please include multiple detailed pictures, your name, order number, as well as the best contact number to reach you.
Definition of Lifetime Warranty:
We will repair or replace the defective part ONCE during the lifetime of the trampoline. After the part is repaired or replaced, that part will no longer be under warranty. Repairing or replacing the part will be at the discretion of the manufacturer. Customer will be responsible for a nominal handling fee, plus all shipping charges to and from the dealer.
