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Returns Policy

Outdoor Escapes Co.

Returns Policy

You can return most new, unopened items within 30 days of delivery for a full refund. We'll cover the return shipping costs if the return is due to our mistake (e.g., incorrect or defective item).

Expect your refund within four weeks after returning the item, although it often arrives more quickly. This timeline includes transit time for the return to reach us (5 to 10 business days), our processing time (3 to 5 business days), and your bank's processing time for the refund request (5 to 10 business days).

If you need to return an item, please Contact Us with your order number and details about the product you'd like to return. We'll respond promptly with return instructions.

Outdoor Escapes Shipping Policy: We ship to almost any location worldwide. Please note that some products have shipping restrictions, and we can't ship certain items to international destinations.

When you place an order, we'll estimate shipping and delivery dates based on item availability and your selected shipping options. The estimated shipping dates will vary depending on the chosen shipping provider and will be displayed during the checkout process.

Please also note that shipping rates are weight-based for many of the items we sell. The weight of each item can be found on its product detail page. To align with the policies of our shipping partners, all weights are rounded up to the next full pound.

Shipping Options: At Outdoor Escapes, we aim to offer cost-effective shipping options for our customers. Shipping charges depend on the size and weight of items, shipping distance, delivery destination accessibility, and the chosen shipping method.

Note that we cannot ship orders to PO boxes.

Most of the products we sell are large items and are shipped via "LTL" (less-than-truckload) freight, providing curbside delivery at the shipping address. LTL freight is an efficient way to move large items within the contiguous United States, but delivery times are not guaranteed. Orders are shipped Monday through Friday (excluding bank holidays) and usually take 3-7 business days in transit.

Very large items, such as rubber mulch and large playground equipment, may be shipped via dedicated truck/van, known as "FTL" (full truckload) freight shipment. FTL shipments offer quick transit times and often deliver door-to-door. Regardless of how the order appears at checkout, we may use FTL freight or dedicated truck/van for orders with many or large items.

Parcel packages may be shipped via FedEx, USPS, or UPS Ground services, depending on the origin's availability. Orders in stock, received by 1:00 PM CST, are usually processed within 1-2 business days.

Please note that "Free Shipping" does not imply that the item was shipped at no cost to Outdoor Escapes. Refer to our refund policy for any questions about refund amounts related to shipping.

Curbside Delivery Freight Shipping Explanation: Commercial playground equipment and other large items are shipped via freight with curbside delivery. Here's what you can expect:

  • Delivery is typically made by a large tractor/trailer (26ft or 53ft) with a step and handle for easy access.
  • The delivery will be scheduled by the freight company using the phone number you provided on your order. An appointment and someone to inspect/unload the order are required. For commercial businesses, delivery is only scheduled upon request.
  • We recommend requesting a call from the freight company 30 to 45 minutes before the driver's arrival to avoid unnecessary wait times.
  • Delivery is typically made by a large tractor/trailer (26ft or 53ft) with a step and handle for easy access.
  • Delivery is typically made by a large tractor/trailer (26ft or 53ft) with a step and handle for easy access.
  • The driver's responsibility with curbside delivery is to pull the truck up to the curb and provide access to the trailer. In most cases, the driver won't assist with off-loading.
  • Large items are usually bundled, crated, or placed on a pallet and may require assistance to unload. Expect up to 20 pieces or more for larger orders, often requiring 2-3 individuals for unloading.
  • Keep a box cutter or pocket knife on hand to remove plastic wraps and banding. Very large orders may need a crowbar or power drill to access the product. Have a camera and pen to document any notes on the paperwork.
  • Be prepared to spend time unloading the items.
  • Be aware that you might be responsible for disposing of the wooden pallet and packaging materials.
  • In certain situations, deliveries may require meeting the driver/truck at the end of a street or subdivision due to city ordinances or low-level wires/trees.

Receiving a Shipment: Receiving a freight shipment isn't overly complicated but requires thoroughness and time, depending on the shipment's size. To ensure a smooth process, follow these steps:

  • Regardless of the shipment's condition upon arrival, take 4-6 pictures before unloading. This is standard practice in warehousing.
  • Inspect the entire shipment for scratches, scrapes, and damage. While damage is rare, it's not unheard of. If you encounter damage, please read the steps below. Major damage may warrant rejecting the shipment, and we're here to help during our regular business hours.
  • Create a detailed inventory of every item in your shipment. Match it against the BOL (bill-of-lading) provided by the driver and any shipping manifest or delivery receipt included in the shipment. If you don't find an adequate listing, call us immediately during our regular business hours.
  • Make notes of any damage or discrepancies on the paperwork from the driver.
  • Take a picture of the paperwork and email it to oinfo@outdoorescapes.com.
  • Proceed to the "Reporting Damage or Lost Items" section below.
  • Dispose of any extra packaging materials.
  • Contact us if you have any questions during the process.

Reporting Damaged or Lost Items: It's your responsibility to ensure that the shipment matches the delivery receipt's item count. If the order is incomplete, you must note this with the carrier during delivery. The more details you can include when signing the paperwork, the better.

If you encounter concealed damage or lost items after signing off on the shipment, report it as concealed damage or lost product. To claim replacement parts, you will need pictures of the shipment and the paperwork you signed. Refer to our Terms of Service page for more information.

Additional Costs and Fees: Playground Boss aims to minimize unnecessary services and fees in your shipping charges. However, there are scenarios where additional shipping fees may apply:

  • Liftgate Services are not standard with Playground Boss shipments. If you later request liftgate service after placing your order, you will be charged a fee of $150-250 per delivery. Not all products ship from the same warehouse, so check with our customer service team before requesting liftgate service.
  • Inside Delivery is not standard with Playground Boss shipments. You must request and pay for inside delivery charges before your appointment. Inside delivery fees range from $150-300, depending on the item's weight.
  • Reconsignment fees apply if you need to change the shipping address after an item has shipped. Your order will ship to the address from your order confirmation email. If you need to change the shipping address, contact us as soon as possible to request an updated order confirmation email with the new address. Reconsignment fees depend on the new