A.P.O / F.P.O Customers click here
Damaged Merchandise Questions Click Here
International Order Questions Click Here
Our Prices Shown On This Web Site, www.familywatertoys.com, Include Shipping Unless Otherwise Noted.
Orders $25.00 or less may have a $5.00 processing fee.
**We do not ship to P.O.BOXES. Please use a physical address.
PRICES QUOTED are for the Continental U.S. ONLY!
Prices do NOT include shipping costs to Alaska or
Hawaii. Extra shipping to these locations is normally
required and we may send it postal. If you do place an order online to these locations, we will
call or e-mail you with the actual shipping charges.
APO/FPO Customers Call 1-800-872-6765 For
Shipping Prices or Email your Requests
We are not responsible for UPS / FEDEX and other carrier delays.
Please Note: We do our best to ship out products immediately.
However, on some occasions products are either
back ordered or delayed in shipping. We apologize
for this inconvenience. Please feel free to call
our office regarding the status of your shipment
(1-800-872-6765). Please also ask the customer
service persons name for any future reference.
Again we apologize for any inconvenience due to
delays in shipping. We try to be as prompt & give
the best approximate shipping days when asked.
Standard shipping on trampolines normally takes
2-10 work days. There may be shipping delays
during holidays. Please allow extra time.
If you would like products guaranteed faster,
that service is available to you at additional cost.
PLEASE NOTE: If you receive any product
damaged, you must note it on the freight bill or
with the UPS/FEDEX carrier. Usually nothing is
wrong with the product. The box may just look
bad. In the event something is missing, we will be
able to take care of that faster if it is noted on
the freight bill. Please contact our office
immediately at 1-800-872-6765.
Ask for customer service.
On some occasions some delivery addresses
for our larger trampolines may not be able to be
reached by our large trucks. We will call you to find
out the best delivery point for you & we will
always try to find the best route possible for
Express shipping is available. Sometimes getting
quotes on express delivery make take a little
extra time & effort, so please be sure this is what
you would like to do.
See also Water Trampoline RETURNS at the bottom of page.
Please take extreme care when opening, removing and setting up any plastic/vinyl product. Remove rough, sharp objects from the area so that the vinyl is not scratched or torn. Many returns and repair services can be avoided by not dragging and causing these damages. The products are tested/inflated before shipping and boxed in a very clean environment. If damage occurs, it would most likely occur during shipping...but the box would be damaged and you must note that you have received a damaged box on the freight bill receiving record.
PLEASE NOTE: If you order online or over the phone and we have already shipped out the merchandise the customer is responsible for the shipping that is cost to ship out and the return shipping of the product. There is also a 25% restocking fee. You will receive credit once the product is returned to our warehouse less the appropriate fees.
Canceled orders that have not shipped will incur a 5% restocking fee for credit card charges we incurred.
WE DO NOT ACCEPT USED MERCHANDISE RETURNS!!
If Your Product Is Missing A Part Or A Part Is Defective, We Will Replace That Part. We Will Only Ship That Part UPS/FedEx Ground. If You Would Like To Have Your Product Shipped Express, There Will Be A Charge For That.
Refunds will not be given until merchandise is received and inspected by our warehouse.
If You Are Calling Because Of A Damage To Your Package During Shipping, You Must Have Made Note Of It On The Freight Bill.
Please Check Out Our Shipping policy.
How To Return A Product:
1. Please Call Our Office 1-800-872-6765.
Return Authorization Is Required And A Return Authorization (RA#) Number Will be Given To You!
When Calling For A Return Authorization, Ask to Speak To Customer Service. Please Write Down The RA Number. Please Write This Information On The Copy Of Your Receipt. (Proof Of Purchase Is Required) And On The Return Shipping Label.
2. Customer Is Responsible For Return Shipping Costs: Discounted Labels Are Available For A Small Fee. Ask Customer Service When Calling. Return Authorization Is Required:
There Will Be A Restocking Fee Of 25% On All Purchases Returned Within 30 Days From The Date Received.
NO REFUNDS AFTER 30 DAYS.
We Do Not Except Shipments That Are Returned Collect.
Returning without authorization may not be accepted in the warehouse receiving department.
Some products have special return situations such as (Water Trampolines) check out those policies.
Customer Is Responsible For Sending All Warranty Paperwork In To The Proper Manufacturers.
Proof Of Purchase is Required For All Warranty Claims.
WATER TRAMPOLINE RETURNS:
We will only accept Water trampolines back in our facility within the 30 days of purchase. We do NOT accept water trampolines after they have been used or jumped on. Standard return policy applies if within the proceeding guidelines.
Before the products leave the factory, they are "inflated" to make sure there are no leaks, tears, punctures. Punctures most times can be patched. Sending a photo via email to the right department may help.