Springfree Trampoline Shifting Wheels

Shipping is a critical part of the purchase decision these days and, unfortunately, it's not getting cheaper. Where we can, we work with our suppliers to offer free shipping, however given the size and weight of the majority of our products, this is often not possible.

We understand that having to pay for shipping can be frustrating but we are always working to minimise these costs for our customers and to increase the transparency around delivery.

We do our best to offer delivery Australia wide. If you place an order and we cannot fulfil delivery to your location - we will immediately cancel the order and refund the full amount

You can read more about our returns and refund policy here

Order Confirmation:

When you place your order, you will receive an automatic order confirmation e-mail. This means that we have received your order in our system and pre-authorised your credit card / debit card for the purchase.  

As soon as we receive your order, we immediately check with our suppliers to confirm that your item is in stock and available for shipment. If your item is unavailable, we will void the pre-authorisation and email you to see if we can arrange an alternative solution

If your item(s) is (are) available for shipment, we will process the charges on your card and coordinate dispatch

Order Shipment:

If your order is in stock and we process the charges to your credit / debit card, it will ship within 3-5 business days from the date of your order.  

We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out.

If you do not receive tracking information from us within six business days of your order, please follow up with us at info@tinygiantskids.com

Products should arrive within 7 to 14 business days after placing your order

International orders:

At this stage we do not ship outside of Australia. If somehow you manage to place an international order, your order will be cancelled and you will be refunded in full

Damage or missing items:

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery or not accept the delivery.

If you do accept delivery and your item(s) are damaged or incomplete (i.e. you're missing part of the product), please send photos and / or videos to returns@tinygiantskids.com and then visit our returns page and lodge your return claim

Delays:

Please note that the Australian couriers that we use are third party services.  Every effort is made to ensure that delivery is a smooth and stress-free experience however situations can occur that are unfortunately beyond our immediate control.

If your delivery is taking longer than expected - please do get in touch with us (using any of the methods listed on our contact page) and we will follow up on your behalf.

We only work with quality, reliable suppliers and are proud of our product range but understand that sometimes, despite best intentions, stuff doesn't quite work out. Perhaps something has happened in transit or perhaps you've changed your mind - we get it, and we will do our best to work towards the best outcome.

14 day return policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Return instructions:

• Return request:
  • To initiate a return, contact us at returns@tinygiantskids.com with your order number and a detailed reason for the return.
  • Please attach pictures / videos and any other relevant evidence to support your request

• Return request review and approval:
  • After reviewing and approving your request, we will provide you with detailed instructions regarding how and where to send your package.
  • NOTE: Items returned to us or our suppliers prior to notification and approval will not be accepted or refunded

• Return costs:
  • For damaged or defective products: No cost will be worn by the customer. This applies when the product is incorrect, damaged by the carrier, or defective in any other way.
  • For customer remorse (change of mind): Cost of return delivery will be charged to the customer as well as a 15% restocking fee. This applies when the customer purchases the wrong product, the item does not fit or they no longer want the item

• Specific return and refund conditions:
  • Returns due to change of mind: If you change your mind after a purchase, you can return the product within 14 days, provided it is unused, undamaged, and in its original packaging
  • Defective goods: If you receive a defective product, contact our customer services at returns@tinygiantskids.com immediately for instructions. TinyGiants Kids Store will cover the return shipping costs and provide a replacement product or a refund
  • Damaged goods: If the product arrives damaged, send us photos of the damage within 48 hours of receipt. We will assess the situation and cover the cost of the return if necessary
  • Incorrect product received: If you receive an incorrect product, contact us, and we will arrange the return costs and ensure you receive the correct product
  • Product never arrived: If your product never arrived, contact us so we can initiate an investigation with the courier. If the product is not found, we will offer a full refund or a replacement product
  • Cancellation after order: You can cancel your order before it is shipped. If the order has already been shipped, we kindly as that you follow the return procedure after receiving the product

• Timelines:
  • Return window (14 days): Returns must be reported within 14 days of receiving the product
  • Return inspection and refund approval: 
    • Customer remorse (change of mind): A refund is approved if the product is received by us or our suppliers undamaged, unused, and in the original packaging. 
    • Damaged, defective or incorrectly delivered products are inspected and assessed on a case by case basis
  • Refund processing: After your return has been inspected you will be notified if your return request has been approved. After the return has been approved, it takes up to 10 business days to refund to the original payment method
  • NOTE: For approved customer remorse (change of mind) returns, this refund will be net of shipping costs and a 15% restocking fee as outlined in the return costs section above.

If more than 15 business days have passed since we’ve approved your return, please contact us at returns@tinygiantskids.com

We want this process to be as smooth as possible for you so if you at any stage, have any questions at all, don't hesitate to call 08 6102 8248 (or +61 8 6102 8248 if overseas) or email returns@tinygiantskids.com to discuss your return.

Thank you.

We work very hard to ensure that we offer competitive prices online.

If you find that another website has a lower price for the same item you have ordered within 4 weeks of your purchase date, please let us know by emailing us at info@tinygiantskids.com with a link to the same product on a competitor's website.

Once we've verified the pricing - we'll match it. No questions asked.

Please note that the price must be the total price paid. This includes shipping costs, taxes and any other charges that make up the full payment amount.

If you have any questions regarding our price match policy - please don't hesitate to get in touch using one of the contact methods here