Shipping & Returns

Shipping Options

We aim to keep shipping costs as low as possible. Charges are based on item size and weight, shipping distance, delivery access, and the selected shipping method.

No shipments can be made to PO boxes.
LTL Freight (Less-Than-Truckload): Most large items ship via LTL freight, which delivers curbside and is the most cost-effective method for transporting bulky products across the contiguous U.S. Transit times typically range from 3–10 business days, Monday through Friday (excluding holidays), but delivery times are not guaranteed.
FTL Freight (Full Truckload): Very large items, such as water slides or oversized playground equipment, may ship via dedicated truck or van. These shipments often have shorter transit times and may be used even if not shown at checkout.
Parcel Shipping: Smaller items may ship via FedEx, USPS, or UPS Ground, depending on availability at the origin point, regardless of what is displayed at checkout.

Please note: “Free Shipping” refers to no additional cost to the customer, but shipping expenses are still incurred. For details on refunds related to shipping, please refer to our Refund Policy.

Using a Freight Forwarder
While you may choose to use a freight forwarder, please note that doing so will void all product warranties and make you solely responsible for any shipping damages. We recommend reviewing all shipping and warranty policies before proceeding with this option.

Curbside Freight Delivery Overview
Large items such as commercial playground equipment, swing sets, trampolines, and park gear are shipped via freight with curbside delivery. Here’s what to expect:

Delivery Method: Orders arrive via a large tractor/trailer. These trucks typically have steps and handles for safe access to the trailer.
Scheduling: The freight company will call the phone number provided with your order to schedule delivery. Someone must be present to inspect and unload the shipment. For commercial addresses, delivery is only scheduled upon request.
Driver Call Request: When scheduling, ask the freight company to have the driver call you 30–45 minutes before arrival to avoid unnecessary waiting.
Liftgate Service: Liftgate service is not included unless specifically selected at checkout. While carriers may offer it during scheduling, most shipments don’t fit well on liftgates, and the added cost ($150–$200) is often unnecessary.
Unloading: The driver will bring the truck to the curb and provide access to the trailer. While not required, some drivers may assist with unloading if tipped.
Packaging: Items typically arrive bundled, crated, or palletized. Large orders may include 20+ boxes. Having a friend or neighbor help is recommended.
Tools Needed: Keep a box cutter or pocketknife handy. For crated items, a crowbar or power drill may be needed. A camera and pen are useful for documenting any issues.
Time to Unload: You’ll have sufficient time to unload carefully and thoroughly.
Disposal: You may be responsible for disposing of pallets and packaging, though carriers sometimes take reusable pallets.
Access Limitations: In some cases, delivery may occur at the end of a street or subdivision if the truck cannot enter due to local restrictions or low-hanging wires/trees.

Receiving a Freight Shipment
Receiving a freight shipment is straightforward, but it’s important to be thorough and prepared. Large shipments may take time to unload and inspect, so approaching the process like a warehouse team—carefully and methodically—is key. Follow these steps to ensure a smooth delivery experience:

Document the Shipment:
Before unloading, take 4–6 photos of the shipment as it arrives. This is standard practice in warehouse operations and helps document the condition of the delivery.
Inspect for Damage:
Examine the entire shipment for any scratches, dents, or damage before removing items or breaking down packaging. While damage is uncommon, it can occur during transit.
Handling Damage:
If you notice damage:

Only reject the shipment if it is severely damaged or rendered unusable.
Minor damage (like scratches or dents) can typically be resolved with replacement parts.
Call us at (952)491-0034 during business hours before rejecting a shipment—we’re happy to help assess the situation.

Inventory the Shipment:
Carefully check all items against the Bill of Lading (BOL) provided by the driver and any included shipping manifest. If you're unsure what should be included, contact us immediately.
Note Discrepancies:
Record any damage or missing items directly on the driver’s paperwork. Take a photo of the documentation and email it to
Dispose of Packaging:
You may be responsible for disposing of pallets and packaging materials. Carriers may take pallets if they’re in good condition.
Need Help?
If you have questions at any point during delivery, call us at (952)491-0034. The driver may not be familiar with the product, so we’re here to support you.

Reporting Damaged or Missing Items
It’s essential to carefully inspect your shipment upon delivery and report any issues immediately. Follow these steps to ensure eligibility for replacements:

Verify Shipment Contents:
Confirm that the number of items received matches the delivery receipt. If anything is missing, note it with the carrier at the time of delivery. The more detail you include on the paperwork, the better.
Do Not Sign as Clear if Issues Exist:
Signing the delivery as complete without noting damage or shortages removes eligibility for replacements. In such cases, the customer will be responsible for the cost of missing items and related shipping.
Document Everything:
Take clear photos of the shipment and any damaged items. Email these photos along with the signed delivery paperwork to sales@levelupplaygrounds.com. This documentation is required to process any claims.
Severe Damage Protocol:
If the shipment is severely damaged, cannot be inventoried, or includes critical components that are unsafe or unusable, contact us immediately at (952)491-0034. Be prepared to refuse delivery if advised.
Need Help?
If you have questions during the delivery process, call us at (952)491-0034 during business hours. We’re here to help ensure your shipment is received properly.

Rejecting a Shipment Due to Damage
In most cases, shipments with minor damage—such as scratches or dents—should be accepted, as these issues can typically be resolved with replacement parts or touch-up paint. Be sure to document the damage and note it on the delivery paperwork to qualify for replacements.

However, if the shipment has been severely damaged during transit—such as being completely destroyed, unrecognizable, or containing critical components that are unsafe or unusable—you may need to reject the delivery.

Before rejecting a shipment, please contact us at (952)491-0034 during business hours. We’ll help assess the situation and guide you through the next steps.

For more details, please refer to our Terms of Service and Refund Policy.

Reporting Concealed Damage or Missing Items
If your shipment appeared intact at delivery but you later discovered damage or missing parts after unpacking, this is considered concealed damage or lost product.

To report and claim replacements:

Gather Documentation:
Take clear photos of the shipment and any affected items. Have the signed delivery paperwork ready.
Submit Your Claim:
Email all photos and documentation to sales@levelupplaygrounds.com. This information is required to process any replacement requests.
Review Policies:
For more details on how concealed damage is handled, please refer to our Terms of Service.

Additional Shipping Costs and Fees
We strive to keep shipping costs low by excluding unnecessary services unless specifically requested at checkout. Unless noted in your order confirmation, services such as liftgate delivery or unloading assistance are not included.

Here are situations where additional fees may apply:

Liftgate Service:
Not included by default. If requested after placing your order and available, a fee of $150–$250 will apply. Products may ship from different warehouses, so please confirm availability with customer service before requesting.
Inside Delivery:
Also not included by default. If needed, this must be arranged and paid for before your delivery appointment. Fees typically range from $150–$300, depending on item weight.
Reconsignment (Address Change After Shipping):
If you need to change the shipping address after your order has shipped, reconsignment fees will apply. These vary based on the new location and can exceed $200, especially if the new address is more than 100 miles from the original destination. Contact us promptly to update your order and receive a revised confirmation.
Missed Delivery / Redelivery Fees:
If a delivery appointment is missed, redelivery fees must be paid before rescheduling. These typically range from $80–$150 per shipment.
Split Shipments for Quick Ship Items:
Orders from the same manufacturer will ship based on the longest lead time. If you need a quick ship item delivered sooner, separate shipping may be available for an additional fee.

Exceptions and Revisions
Exceptions to the Shipping Policy may be made at the sole discretion of the Company, and only when they provide additional benefit to the customer. These exceptions do not alter or nullify any other part of the Shipping Policy.

To ensure clarity and reflect changes in products or services, the Shipping Policy is subject to revision without prior notice. The most recent revision date will be listed at the top of the policy.

Returns

Our Commitment to Customer Service
We’re dedicated to providing fast, efficient, and reliable service. We understand that there may be times when customers need to cancel an order, return a product, or request a refund. The Refund Policy below outlines when and how refunds are issued. Please read it carefully and follow the steps outlined to ensure eligibility.

If you have any questions, feel free to contact us at (952)491-0034 or email sales@levelupplaygrounds.com—we’re happy to assist.

Please note: Due to the high shipping costs associated with many of our products, actual shipping expenses incurred may be deducted from your refund, regardless of the shipping amount paid by the customer. Refunds are typically processed within 2–3 business days.

Returns Policy
Most products are made to order based on your design and color specifications. As such, custom items, shade structures, and shelters are not eligible for return. Returns are only accepted for items classified as “stock” and must meet the following conditions:

Return Eligibility

All returns must be approved within 48 hours of delivery.
Items must be in new condition and in original packaging.
No returns are accepted once installation has begun.
Unauthorized returns or returns requested after 48 hours will be refused.
All approved returns are subject to:

25% restocking fee
Original freight charges
Any additional shipping and handling fees

Commercial Shade Structures

At this time, we are unable to accept returns or allow refunds for any shade structures. All shade structures and fabrics are made to order and painted, cut, and sewn to specification by the customer and are thus considered custom.

After You Place an Order

You will receive an estimated ship date via email once your order is processed.
If the estimated ship date exceeds 1.5× the longest lead time listed on the product page, you may cancel your order for a full refund.

Example: If a product shows a lead time of 6–8 weeks, you are eligible for a full refund if the estimated ship date is more than 12 weeks from the order date.

If the lead time is less than 1.5× the listed maximum and production has not yet started, you may still cancel, but a 3.5% transaction fee may apply.

Made-to-Order Production

Once production begins, cancellation may not be possible.
If cancellation is approved during production, a 25% cancellation fee will be deducted from your refund.
This applies to items such as:

Commercial-grade playground equipment
Park site amenities
Swing sets
Benches, tables, and other products requiring custom colors, stains, or sizing

For questions about an item’s custom status or cancellation eligibility, please contact us at (952)491-0034 or email sales@levelupplaygrounds.com.

Installation Cancellation Policy
If you need to cancel an installation order, please contact us as soon as possible at (952)491-0034 or email sales@levelupplaygrounds.com

Cancellation Timing & Fees

Orders canceled within 2 hours of placement will not incur any fees.
Orders canceled after 2 hours may be subject to a 3.5% transaction fee, deducted from your refund.

Scheduling & Lead Times

Installation lead times vary based on your zip code and installer availability.
If your order includes multiple items, installation will be scheduled after all items have been delivered.
Installations are typically scheduled on or around the shipment date of the final item.

Cancellation Window

If installation cannot begin within 30 days of the final product’s delivery, you may cancel without penalty.
If installation can begin within 30 days, cancellations paid via credit card or PayPal will incur a 3.5% fee.

Refund Adjustments

Any discounts applied to your order will be prorated across the refund in the event of an installation cancellation.

Disputes, Chargebacks & Fraudulent Orders
All payment-related disputes will be governed by the laws of the State of Minnesota and handled in the jurisdiction of Hennepin County, Minnesota.

If third-party services are required to recover payment for products or services rendered, the customer will be responsible for all associated collection costs and attorney fees.

In cases where all published policies have been followed and a chargeback is still initiated, the company reserves the right to:

Pursue collection efforts to recover the disputed amount.
Report and pursue fraudulent activity with local authorities, where applicable.

Exceptions and Revisions
Exceptions to specific sections of the Refund Policy may be made at the sole discretion of the provider, and only when they offer additional benefit to the customer. These exceptions do not alter or invalidate any other part of the Refund Policy.

To ensure clarity and reflect changes in products or services, the Refund Policy is subject to revision without prior notice. The most recent revision date should be listed at the top of the policy.

Items Not Eligible for Return

Custom-made structures, equipment, shades, shelters, or any made-to-order items.
Any product that has been installed, either partially or fully.
Items replaced at no cost due to damage or defect.
Promotional items provided free of charge.
Products with a value under $50.
Items returned without prior written authorization.
Authorized returns received more than 30 days after delivery.
Items returned freight collect (i.e., shipping charges unpaid).
Loose fill surfacing products (e.g., rubber mulch, wood mulch).
Shade products, whether free-standing or integrated into play systems.
Non-standard product configurations (e.g., a bench without a frame).

For questions or to request a return authorization, please contact Customer Service.

Order Cancellation Policy
If you wish to cancel your order, please contact us as soon as possible by calling (952)491-0034 or emailing sales@levelupplaygrounds.com.

Orders may be canceled via email or voicemail, but your order is not officially canceled until you receive a cancellation confirmation email. If canceling by phone, please request this confirmation.
Orders canceled within 2 hours of placement will not incur any fees.
Orders canceled after 2 hours may be subject to:

A 3.5% transaction fee to cover credit card or PayPal processing costs.
Any applicable restocking and shipping fees as outlined in our policies.

Refund Adjustments

Any discounts applied to your order will be prorated across the refund in the event of an installation cancellation.

Disputes, Chargebacks & Fraudulent Orders
All payment-related disputes will be governed by the laws of the State of Minnesota and handled in the jurisdiction of Hennepin County, Minnesota.

If third-party services are required to recover payment for products or services rendered, the customer will be responsible for all associated collection costs and attorney fees.

In cases where all published policies have been followed and a chargeback is still initiated, the company reserves the right to:

Pursue collection efforts to recover the disputed amount.