JumpSport Shipping, Warranty, & Returns
Do you offer free shipping on all your products?
We currently offer free shipping on most of our products shipped within the contiguous United States. Some parts orders (most items you cannot find on the parts page and the Rectangle Safety Pads) do not have free shipping. Shipments going to Hawaii or Alaska will incur an additional shipping charge. We do not ship internationally or to Territories of the U.S. (with the exception of small parts to Canada). Most orders ship via a parcel service. Due to their large size and weight, our AlleyOOP Sports DoubleBounce Systems, Rectangular Trampolines, Rectangular Safety Pads ship by way of reputable freight delivery companies. VariableBounce Systems can ship either parcel service or freight carrier. While we do accept returns within 30 days, if you return an item, there will be deductible shipping costs as well as possible restocking fees.
How does freight delivery work?
JumpSport and AlleyOOP rectangle trampolines and rectangle replacement pads, AlleyOOP DoubleBounce trampolines, large quantity orders, and some VariableBounce Systems will ship via a freight carrier instead of a parcel service like UPS or FedEx. CA, OR, WA, and Las Vegas, NV orders will ship via Estes Express Freight and will be delivered curbside with no appointment or signature required. For other locations, you will be contacted via phone to schedule a delivery appointment.
If the freight company leaves you a message, please call them back to schedule your appointment in a timely manner. JumpSport cannot be held responsible for any storage charges incurred as a result of a customer failing to schedule a delivery appointment with the carrier in a timely manner.
Someone over the age of 18 will need to be present during delivery to sign for the items. All shipments coming via freight are brought to the curbside only. The driver will usually help you lift the item off the truck to the curbside. Please note the following important details about freight delivery:
- Please follow the instructions regarding freight delivery that can be found on your sales order.
- You will be responsible for moving the items into your home or backyard once it has been removed from the truck at curbside. Freight delivery personnel are not required to move the item beyond curbside into your home or backyard (some will do so if you ask politely and offer a nice tip).
- Additional costs may be incurred if you live on a small street that is not accessible via a freight truck. In such cases, the freight company will need to transfer your purchase onto a smaller truck for delivery. If you know that large moving trucks cannot access your street (a problem in some cities and rural areas), you must let us know before placing your order so that we can notify the freight service and obtain a cost estimate for you. For any questions regarding freight delivery, please contact our Customer Service department.
Product Availability and Substitutions
JumpSport reserves the right to discontinue or make changes to its products. In the event that a product ordered is not available, JumpSport shall have the right to place the order on backorder or substitute products that, at JumpSport's discretion, are of a comparable or higher grade, quality, or price. The terms and length of warranty coverage are honored based solely upon the model purchased, not the model supplied by JumpSport.
How do I know if my order has shipped?
Once you have completed your purchase, you will receive an order confirmation email from JumpSport with a summary of your items and an order confirmation number. Your products will be shipped 1 to 2 business days after you receive the order confirmation email. Your order will usually arrive at your doorstep in approximately 5 business days, but could take up to 10 business days. Most orders are shipped in multiple boxes and may not all be delivered on the same day. We ship from warehouses in Texas, Virginia, and California so the closer you are to these locations, the sooner you can expect to receive your order. If your items ship via UPS or FedEx, you will receive an email directly from them with tracking information. If you do not receive an email with tracking information, the email may have been blocked or sent to a spam folder. Please check your spam folders to be sure that the email did not get filtered there.
How do I track my order?
After you receive your tracking number by email (see above paragraph), you can then track your shipment through the online tracking service provided by the parcel service:
If your order is being shipped via freight delivery we will email you with the name of the freight company and your tracking (Pro) number, 2-3 business days after receiving your order.
How do I cancel my order?
If you wish to cancel your order, please contact Customer Service immediately at 1-888-567-5867 and have your order confirmation number ready.
If you are unable to contact Customer Service by phone, send an email immediately to firstname.lastname@example.org. On the subject line of the email, please include your order confirmation number and the word "CANCELLATION". For example, the subject line should say "SA0xxxxx CANCELLATION". Then in the body of your email, please state your full name, order confirmation number, and tell us that you would like to cancel your order. Any additional information that you can provide about the reason for your cancellation will help us to take care of your specific needs quickly and accurately.
Please call Customer Service back after sending the email (either the same day, or the following business day if it is after-hours) to follow-up and make sure your cancellation is being processed. The speed with which you bring the cancellation request to our attention will help ensure that your order does not ship, and that you do not have to pay any additional costs.
We offer FREE shipping on most of the products listed on our website, and fully absorb those costs if you keep your purchase. However, if you do not contact us to cancel an order before it leaves our warehouse, all shipping costs as well as a 20% warehouse restocking fee will be deducted from the purchase price before any refund is issued. For more information, see our detailed Return Policy page.
What is your return policy for Fitness Trampoline products?
If you decide that your Fitness product is not right for you once it ships and up to 30 days of receipt, the return process is easy. The product must be in saleable condition, with original packing materials. We will refund your purchase price, minus return shipping costs (from your location to our return warehouse). Not shipping in the original box can be very costly and greater than the amount you were quoted based on original box size. A $20 restocking fee may be deducted from your refund for any trampoline boxes and a $10 restocking fee for any accessory boxes. We do not take returns of items under $50.00.
What is your return policy for Backyard Trampoline products?
If you decide that your Trampoline product is not right for you once it ships and up to 30 days of receipt, the return process is easy. The product must be in saleable condition, with original packing materials. We will refund your purchase price, minus all actual shipping costs (both to and from your location) and minus a restocking fee equal to 15% of the purchase price. We do not take returns of items under $50.00.
What does not qualify for a refund?
The following types of items do not qualify to be returned for a refund:
- Items received damaged or defective goods - we will happily replace such items with the same item at no cost to you.
- Promotional items which were provided free of charge.
- All items under $50.00 each - such as replacement parts, Anchor Kits, GamePaks, etc. - are not returnable or refundable.
- Items returned without prior written authorization (RMA) from JumpSport or returned more than 30 days after delivery of the product(s) to you.
- Items attempting to be returned "freight collect."
- Items not purchased directly from JumpSport.
- Items purchased from AS-IS or CLEARANCE inventory.
How do I return a Backyard or Fitness item?
If you are within 30 days of receipt, to arrange for a return, complete the online Backyard/Fitness RMA Request Form. If you are outside of the 30 days of receipt, and feel this is a warranty issue, please complete the online Warranty Request Form. Once submitted, our team will review your case and contact you within 5 business days regarding next steps. We can help set up a return shipping label for your convenience. Please allow 1–2 weeks for processing, once we receive your returned item(s). The money will be refunded back to the credit card that you used for your original purchase.
Can I refuse to accept delivery or cancel a shipped order?
JumpSport is always concerned about your satisfaction. However, should you decide to cancel a shipment in progress or refuse delivery of an item legitimately ordered from us, then a credit will be issued for the item as provided for in our Return Policy.If you are refusing delivery because the shipment appears damaged, we would prefer that you accept delivery of your item(s), and call us immediately if there is a concern. UPS will still pick up your package to return it to us if they are contacted within 24 hours. Contact our Customer Service department at email@example.com to discuss your concerns, and we will do our best to remedy the situation. However, if you still want to return your item(s), we can arrange to have UPS pick them up from you.
What is the warranty period for JumpSport and AlleyOOP products?
The warranty terms and periods of eligibility are differentiated by product and/or component. For your reference, you can see warranty info on the second to last page of your product manual. Please note that the AlleyOOP pad warranty was changed to 5 years for all AlleyOOP trampolines sold after April 1, 2018.
How do I submit a Warranty Review Request?
Please make sure your item is still under warranty, as reviewed above, and complete the online Warranty Request Form. Once submitted, our team will review your case and contact you within three business days regarding next steps. Please be sure to completely fill in all information requested, and be sure to attach the Proof of Purchase and all photos as required.
*For international customers please reach out to the store or seller your direct purchase was made from. All international re-sellers outside the U.S. or Canada process their own warranties and their customers are subject to their policies.
Missing, Damaged, or Defective Merchandise
JumpSport takes great pride in the products we offer. We are constantly evaluating the quality control of our products, and our packaging and shipping methods. Please inspect all components prior to assembly to insure that you do not have any missing, damaged, or defective parts. If you have a discrepancy, please email Customer Service at firstname.lastname@example.org within 5 days of delivery of merchandise, to report any missing, damaged, or defective parts. JumpSport will take prompt action to remedy the situation.
Here's what we will do:
- If a part is missing, we will send it to you right away via USPS Priority Mail or UPS Ground (depending on the size of the part).
- If a part is damaged or defective, we will send a replacement and provide you with instructions on what to do next. We may request that you dispose of it, or we will arrange to have it picked up at no charge to you. Please keep all original packing materials, in case an item needs to be returned.
JumpSport does not pay for the cost of unauthorized repairs or returns. Please note that unidentifiable or unauthorized returns will be refused. All returns must have a Return Merchandise Authorization (RMA) number issued by JumpSport
If you are not assembling your purchase yourself, check to be sure all parts are included and in good condition prior to the scheduling of a third party to assemble your purchase. JumpSport is not responsible for any installation costs incurred as a result of missing, damaged, or defective parts.