Help Orders & Shipping

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. Most orders ship via a parcel service. Due to their large size and weight, our AlleyOOP Sports DoubleBounce Systems, Rectangular Trampolines and Rectangular Safety Pads ship by way of reputable freight delivery companies. 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. Read our Return Policy for more details.

See our holiday shipping schedule
 

How does freight delivery work?

If your purchase is being delivered via a freight service, you will be contacted by the freight company via telephone prior to delivery to schedule a delivery appointment. All JumpSport and AlleyOOP rectangle trampolines and all rectangle replacement pads, AlleyOOP DoubleBounce trampolines, and large quantity orders will ship via a freight carrier instead of UPS, and you will be contacted via phone to schedule a delivery appointment. The only exception is for our CA, OR and WA customers where your order will ship via Estes Express Freight and will delivered curbside with no appointment or signature required.

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:

  • 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.

Can you ship to APO/FPO, P.O. Boxes, or international addresses?

We currently do not ship to APO/FPO addresses, P.O. Boxes, or international addresses. Since we do ship to any address in the continental United States free of charge, if you would like to have a trampoline delivered outside the US, we recommend contacting a freight forwarder with an address within the US that ships to your destination country. We will happily work with the freight forwarder of your choice to make sure all boxes and/or pallets are labeled correctly for shipment to their ultimate destination.

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 our warehouses in Virginia and California so the closer you are to these locations, the sooner you can expect to receive your order. Once your items ship, you will receive an email directly from UPS with tracking information (unless your order is shipping via a freight company). If you do not receive an email with UPS tracking information, the email may have been blocked or sent to a spam folder. Please check your spam folders to be sure that the UPS email did not get filtered there.

How do I track my order?

www.ups.com
1-800-742-5877

After you receive your UPS tracking number by email (see above paragraph), you can then track your shipment at:

If your order is being shipped via freight delivery and you would like the name of the freight company and your tracking (Pro) number, contact our Customer Service department 2-3 business days after receiving your order confirmation email.

How do I cancel my order?

If you wish to cancel your order, please contact Customer Service immediately at 1-408-213-2551 and have your order confirmation number ready.

If you are unable to contact Customer Service by phone, send an email immediately to customerservice@jumpsport.com. On the subject line of the email, please include your order confirmation number and the word "CANCELATION". For example, the subject line should say "SA0xxxxx CANCELATION". 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 cancelation 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 cancelation is being processed. The speed with which you bring the cancelation 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.

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