Vine House

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Returns Policy

• All playground equipment is custom made per order.
• NO RETURNS are accepted except in rare circumstances.
• Any returns that are accepted must be new and in the original packaging.
• Mandatory 25% restocking fee and return freight charges will apply.

Shipping & Lead Times

• Kaplan cannot guarantee delivery date as items are manufactured to order.
• Lead times can vary from 4-6 weeks or longer depending on the time of year.
• Freight is calculated on a per order basis. Free or discounted freight is not available on playground products.
• Off-loading of playground deliveries are the customer's responsibility.
• Playground items are heavy and large and may require the use of a bobcat or fork lift, which the customer must provide.
• In some instances, skids may need to be broken down inside the trailer to remove the equipment.
• Lift-gate service will be included in freight cost when possible.
• Lift-gate service will not accommodate all playground equipment due to size and weight.
• Lift-gate service will take the equipment off the truck. However, the customer is responsible for moving the item to the desired location.
• Inside delivery is not available for playground equipment.
• Call before delivery is available. Contact information must be provided.

When Your Order Arrives

• Structures are bulky and heavy. Customer is responsible for unloading equipment. Lift-gate service will only get the product off the truck, NOT to your playground area.
• Check all items for damages and shortages BEFORE signing your delivery receipt. Note any missing items or damage on bill of lading.
• Kaplan is not responsible for any damages or shortages not reported within 48 hours.

Payment Options

• Up to 100% deposit may be required.
• Orders may be prepaid with check or credit card.

Sales Tax

• State sales tax if applicable.
• If you organization is tax-exempt, a copy of the certificate should be submitted with your order.

Warranty

• Warranty varies by manufacturer and component. Please call for details.
• Warranty does not include the labor or cost of labor to install warranty-replaced parts.
• Shades and covers need to be removed during high winds and heavy snow or manufacturer will void warranty.