We will pay for replacement or repair of the item if lost or damaged in transit if you have taken out Transit Insurance.
We assess damage on a case by case basis. You must email us as soon as is reasonably practicable when damage has occurred to your product (not the box) while in transport. In your email let us know what the problem is. (photos, and/or written details of the damage i.e. is it aesthetic, torn, punctured , internal or mechanical). Advise us if you have signed for the item or if you have already contacted us in regard to the matter. Like replacements are a matter of stock availability.
If you haven’t taken out Transit Insurance you leave yourself exposed to the risk to replace the product if it is damaged or lost in transit to you.
We assess each issue case by case. Please contact us immediately if you experience any issues related to damage of items during transit.
We will require photos of the damage and always aim to help you as best we can. Please keep in mind that once your order leaves our warehouse it is out of our control.
We would love to offer free shipping but then again we haven’t found a courier yet who will do this for nothing, who pays for their labour, equipment, fuel etc? It usually means this cost is hidden somewhere else and some customers will benefit at the expense of others, for transparency and fairness we prefer a user pays system.
Yes, you can arrange your own independent courier but the driver must come with paper work completed or you must have sent us paper work already completed.
Items will not be sent until paper work has been arranged by you or your freight company. You will need to notify us when the item is to be collected and which freight company will be picking it up.
Items are only released after the item has been paid for in full. We recommend you try www.truckit.net for one of independent rates. Our box sizes can be found on the product page under the "Tab" Box Sizes.
We will work in with the freight provider of choice and package on a pallet if required.
Yes, we welcome our customers to come and pick up from our Geelong warehouse, there is no charge. Our staff are very helpful and always happy to help.
Depending on the size and weight we use Australia Post or a larger freight company, such as Toll, for our Australia wide deliveries.
Toll may additionally use other Freight Management services to co-ordinate delivery to you especially for some regional areas.
We also use several Geelong based freight companies for Victorian Regional areas e.g. Ballarat, Colac, Hamilton, Warrnambool etc.
Because of the oversize/weight of most of our products we unfortunately are unable to deliver trampolines to P.O. Boxes or Private Bags. Please provide a physical address and we will deliver direct to you. If it is a small item e.g. small qty of springs, or a small jumping mat we can post but most of our items are over size for Australia Post.
We deliver goods via national courier networks; they will need your street address (not PO Box).
We arrange delivery the next business day after you have paid for your item.
Metro regions delivery is usually within 2-6 days however please allow 7-10 days for NT and WA.
Our couriers don't deliver on public holidays, weekends or after hours.
If you are in Geelong region we often do deliveries ourselves and they can be arranged for after hours and on weekends. Call us to discuss your needs.
98% of orders are dispatched within 24-48 hours of payment. After we receive your payment you will be notified via e-mail as to when your order has been shipped, along with a tracking number and a link to monitor the status.
The delivery is charged on a basic rate and for a standard delivery time frame (which is reasonably quick) however if you need something on a more urgent basis by a specific date please contact us to get further options for you.
In general you should allow at least 2-7 working days for the order to be processed and delivered to you.
Couriers do provide the option for overnight express to most parts of Australia however the cost is substantially higher and therfore not usually used.
Note: this service does delivery after hours and on weekends. If your order has already left our warehouse it cannot be switched to this service.
We can arrange delivery within 24 hours to most areas of Melbourne and same day to Geelong in many cases.
We run a transparent shipping charge system, each item selected is costed out to your destination based on what the courier will charge,
You can get a shipping quote on the product page prior to comitting to any purchase.
You can also check the total order shipping costs prior to final comittment during the cart checkout process
See FAQ "Can you use your own courier?" especially if you think you can improve on the charge quoted.
We ship within Australia only. Contact us if you wish to arrange your own pick up, shipping paperwork and processing to your designated country.
This depends on what’s in the order. We pass on the costs charged to us by the courier and their costing is based on a cubic basis so as a general rule:
Trampoline sets - these cannot be condensed any further, so usually no shipping discount for bulk
Trampoline spare parts - if ordering more than one item and depending on the item we can certainly review how these are packaged and as a result we are happy to pass on any efficiencies gained e.g. we can reduce costs when combining a mat with a pad, or with a net, or with springs etc
NOTE: We can look at offering you a product discount on the items themselves if you are looking at ordering in bulk. e.g. a number of friends; ordering multiple trampolines for delivery to one address.
If we have sent you an incorrect item – we pay the return freight. For warranty claims it is on a "Return to Base" basis, the purchaser is responsible for returning the item and the seller is responsible to then return the repaired or replacement item back to you. If an item is faulty and the photos sent to us show a faulty item that we cannot resell or use we may not even request its return. If you ordered an incorrect size or have damaged an item it is your cost to return the item and pay redelivery of the correct item and any difference between the cost of the two items will be factored in.