Commercial Willow Hut Playground Structure by Wisdom

Most of our playground equipment is made to order, so lead times vary by product. You’ll find the exact lead time in the “Lead Time” line near the top of each product page.

What lead time means

Lead time is the total time from when you place your order to when your product is ready to ship or arrive. It covers order processing, manufacturing or preparation (for custom-made items), and shipping. For example, a 3-week lead time means your order will be ready to ship or arrive about 3 weeks after you place it.

Once your order ships, we’ll send you tracking details and unloading instructions.

• Estimated shipping dates are for reference and can’t be guaranteed.
• Transit time: after shipping, delivery typically takes up to 10 days.
• Orders with several items: items from the same manufacturer ship together, based on the item with the longest lead time. Items from different manufacturers ship separately and may arrive on different days.

Delivery and unloading

• Curbside delivery: if your facility doesn’t have a loading dock, the shipment is delivered to the curb.
• Forklift recommended: a forklift is the fastest and safest way to unload.
• Unloading by hand is possible for some shipments, but it’s slower, and additional fees may apply if unloading takes more than 3 hours.
• Detailed unloading instructions come with your shipment. Planning the right unloading equipment ahead of time helps you avoid delays and extra fees.

Once your order ships

Responsibility for the shipment passes to the freight carrier. For most LTL (less-than-truckload) shipments, the carrier will contact you to schedule delivery or let you know before arrival, usually around the estimated delivery date. This varies by carrier, so we recommend contacting the carrier directly for specifics.

You’ll receive a tracking number or BOL (bill of lading) to follow your shipment. Some carriers only call ahead when asked, so please keep your contact details up to date. If a delivery is missed, redelivery fees or terminal holds may apply.

Please note: orders can’t be canceled once they ship, and refunds can’t be issued for shipping-related issues. See our Return and Refund Policy and Shipping Policy for full details.

Questions? Call (631) 212-2008 or email support@kingdomplayground.com. We’re available Monday–Friday, 9 AM–8 PM EST.

Here’s what happens after you place your order, from confirmation to delivery.

Order confirmation

After you place your order, you’ll receive a confirmation email. It confirms that we’ve received your order and that your card has been authorized for the purchase.

We then check that your items are in stock and ready to ship. If an item is backordered or unavailable, we’ll email you to ask whether you’d like to keep your order or cancel it for a full refund. If everything is in stock, we process the payment and prepare your order for shipment. Processing time can vary by brand, because each brand works with its own freight carriers.

Order shipment

Please allow 24–72 hours for us to confirm and process your order. In-stock orders ship within five business days of purchase. Once your order leaves the warehouse, we’ll email tracking information within 24 hours to the address you used at checkout. If you haven’t received tracking details within six business days, contact us at support@kingdomplayground.com.

When your order will arrive

Once shipped, most orders arrive within 6 to 10 business days. Most shipments are delivered by third-party freight carriers on a semi-truck. If your order includes a freight item, the carrier will contact you to arrange a curbside delivery time.

All shipping times are estimates, not guaranteed delivery dates. We notify manufacturers about new orders right away so your order ships as quickly as possible. During the holiday season, high shipping volumes can cause delays.

Shipping locations

We ship within the United States. Some products can also ship to Canada. If our checkout accepts your address outside the U.S., we can deliver your order there.

Changing your delivery address

If your order has already been processed or shipped, we’ll do our best to update the delivery address. Address changes may delay delivery, and any extra charges from the freight company are the customer’s responsibility.

Delays and cancellations

If you choose to cancel an order because shipping is taking longer than the estimate, you’ll be responsible for the related shipping charges, fees, warehouse storage costs, and other associated expenses. Please contact us before filing a chargeback for a shipping delay. Chargebacks filed over shipping delays will be disputed as fraudulent.

By using this site, you agree to these terms. If you don’t agree, please don’t use the site.

Questions? Call (631) 212-2008 or email support@kingdomplayground.com. We’re available Monday–Friday, 9 AM–8 PM EST.

Cancel within 24 hours of ordering, before your order ships, and you’ll get a full refund. Here’s how cancellations, returns, damages, and refunds work.

Cancellations before your order ships

To cancel, contact us as soon as possible so we can issue a full refund before the order leaves the warehouse. Call (631) 212-2008 during business hours, use the chat in the bottom-right corner of the site, or email support@kingdomplayground.com.

If you cancel more than 24 hours after placing your order but before it ships, a 3.5% administrative fee applies to cover restocking and processing costs.

Custom and made-to-order products

Custom and made-to-order products go into production right after you order, so they can’t be canceled or refunded once production has started. All sales of custom and made-to-order products are final. Your warranty still guarantees a fully functional product. If you’re not sure whether your item is custom, please ask us before you order.

After your order ships

Orders can’t be canceled or refunded once they ship.

Returns and exchanges

• You have 30 days from delivery to start a return. Each brand’s own return policy takes priority over this general policy, so please check the policy for your brand.
• Not every order can be returned after shipping. We source directly from manufacturers, and if a manufacturer doesn’t accept returns, we can’t either. Contact us for details on your product.
• Because of freight costs, a return for a refund carries a 25% cancellation fee plus return shipping.
• Exchanges are welcome. You’re responsible for shipping costs, though depending on the item we may be able to cover part of them.
• Products must be returned unopened and unused. Additional restocking fees may apply.
• Unless the product page says otherwise, you’re responsible for return shipping and for reconsignment fees caused by customer error.

Damaged deliveries

Please inspect your items when they arrive and note any damage on the delivery receipt when you sign. Then email photos of the damage, including the box and SKU, with a short description to support@kingdomplayground.com. We’ll file the insurance claim for you.

Freight damage must be reported with photos or video within 24 hours of delivery for the claim to be valid.

Warranty

Warranties vary by manufacturer. See the warranty tab on each product page for details. Warranties cover damage that happens over time through use. Damage present on arrival that isn’t reported within 30 days isn’t covered.

Shipping times

Shipping times on product pages are estimates from our suppliers and freight companies. They can change without notice because of supply chain issues, mill delays, shipping demand, or labor shortages. Thank you for your patience when delays happen.

Buy One Get One (BOGO) promotions

For a full refund on a BOGO order, both items must be returned. If only one item is returned, you’ll receive a replacement or store credit for that item’s value. If the order has already shipped, you’re responsible for return shipping and, depending on the manufacturer, a restocking fee. Refunds go to the original payment method.

By placing an order, you agree that

• You’ll inspect your delivery and report any damage to us with photos within 24 hours.
• You’re responsible for return shipping, and for shipping a new product in the case of a refund or exchange.
• A full refund isn’t available once your order has left the warehouse.
• Returns after shipping are subject to return shipping and restocking fees, typically around 25%.
• Custom orders can’t be canceled or refunded.
• Shipping estimates may change because of factors outside our control, and you won’t cancel or file a chargeback because of delays caused by a manufacturer’s or carrier’s constraints.

Chargebacks

We’re here to resolve any issue with your order, so please contact us first. If you haven’t received your product or have a problem with an item, we’ll work with you directly. Fraudulent chargebacks will result in legal action.

By using this site, you agree to our terms of use.

Questions? Call (631) 212-2008 or email support@kingdomplayground.com. We’re available Monday–Friday, 9 AM–8 PM EST.