At Gorilla Playsets we are determined to offer a smooth and seamless return service. That’s why regardless of the reason, as long as the item in question is in good condition you will receive a full refund of purchase (except for the cost of shipping). So long as the original packaging and slip are included and it hasn’t exceeded the 30 day return window that begins at the original ship date, the process will continue unhindered.
While issued refunds include the full sale prices, they do not include the actual shipping costs to and from our warehouse. Also, when returning a swing set that was shipped for $149 or a “Free Shipping” item from us, then the refund for the product will be minus the actual shipping charges. Just be sure to keep copies of all receipts and warranties.
Replacement Shipments for Damaged Orders
If an order arrived damaged at the time of delivery and is refused by the customer, please contact our customer support team immediately to have the order cancelled. In such cases a new package will be sent once the original item arrives at our warehouse. Again, please make sure you have copies of all the original information (receipts, warranties, etc.) on record.
If an item has already been shipped or it is currently in route to the delivery location the order cannot be cancelled. However, if it has yet to be processed all orders can be successfully cancelled.
For order cancellation please talk with one of our customer support representatives at 1-800-822-0272 and they will be able to help.Our offices are open M-F, 8am-5pm EST.
If an order has already had a tracking number placed on it, then there will be a very low likelihood of it being stopped for shipment. That’s why it is imperative that you be sure about your order’s status. When you give us a call, please have all information relevant to you order ready so we can locate it as soon as possible.
