Cancellations & Refund Policy
At playgroundemporium, we take pride in offering the best return policy we can. You can cancel your order anytime before it ships at no extra cost (some exceptions apply for custom orders, detailed below).
For any inquiries, please contact us at support@playgroundemporium.com or call (415) 906-2245.
Cancellations (Before Order Ships)
If you need to cancel an order, please reach out to us as soon as possible so we can process a full refund before your order leaves our warehouse. You can contact us during business hours at (415) 906-2245, use the chat feature at the bottom right, or email support@playgroundemporium.com anytime.
Cancellations of Custom Orders
Please note that custom or made-to-order items cannot be canceled or refunded, as these products are specifically produced for your order. Once your order is placed, production begins immediately. Your warranty ensures you receive a fully functional and operational product. If you’re unsure whether your order is custom or made to order, please get in touch with us.
All sales are final for custom and made-to-order products.
Refunds and Returns
If you need to exchange a product, you can do so. Please note that you, as the customer, are responsible for any shipping costs associated with returns and exchanges.
Not all orders are eligible for return once shipped. As we source our products directly from manufacturers, returns may be restricted based on their policies. This varies by case, so please contact us for specifics regarding your product or brand.
Due to rising shipping costs, any outright returns will incur a 25% cancellation fee, plus return shipping costs. If you’re replacing the product, we may be able to assist with some of the costs depending on the item.
Customers have 30 days from the date of delivery to initiate a return. However, please check the individual return policy for your product, as brand-specific policies may override our general 30-day rule.
Shipping Times
We strive to deliver your order as quickly as possible. Estimated shipping times are provided on product pages based on information from our suppliers and freight partners. These times may change without notice due to various factors, including supply chain issues and high demand.
Order delays can happen and are often beyond our control. We appreciate your understanding and patience during these challenging times.
Important Acknowledgments
By purchasing from playgroundemporium, you agree to the following:
- Inspect your package upon delivery and document any damage with photos, notifying us within 24 hours.
- You are responsible for return shipping costs and for shipping charges on replacement products in the case of refunds or exchanges.
- Products must be returned unopened and unused; a restocking fee may apply.
- Once your order has shipped, a full refund may not be possible.
- If you return an order after it has shipped, you will incur return shipping and restocking fees, typically around 20%.
- Shipping estimates provided are subject to change due to factors outside our control.
- You will not cancel your order or file a chargeback for order delays resulting from circumstances beyond our control.
Damages
Please inspect your items upon arrival. If you notice any damage, make a note of it when signing for delivery. For damaged items, send photos of the damage, packaging, and SKU, along with a brief description, to support@playgroundemporium.com within 24 hours to initiate an insurance claim. Claims for freight damage will not be valid if not reported within this timeframe.
Warranty
Warranties vary by manufacturer—please check individual product pages for details. Damage that occurs from regular use is not covered under warranty. Items damaged upon arrival must be reported within 30 days to qualify for warranty claims.
Returns
Customers are responsible for all return shipping charges or reconsignment fees due to customer error, unless otherwise stated on the product page. Most products have warranty policies, ensuring you receive a fully functional product without additional costs—details can be found on individual product pages.
Chargebacks
Our support team is here to assist you and resolve any issues. We believe our policies are fair and among the best in the industry. Please contact us before filing a chargeback, as we are committed to resolving any concerns. Fraudulent chargebacks will be taken seriously and may result in legal action.
For any questions, please reach out to support@playgroundemporium.com.
By using the Site, you agree to these terms. If you do not agree, please do not use the Site.