Return Policy
Superior Recreational Products (SRP) fabricates most of its products "made to order." These items are often based on the client’s budget, design wishes, and color selection. This is especially true for Superior Playgrounds, Superior Shade, Superior Shelter, and Superior Site Amenities.
Due to the high customization of products, to return an item one must contact Customer Care at 866.547.4281 and receive a Return Merchandise Authorization (RMA). Superior Recreational Products will not be responsible or accept returns without an RMA and any shipping costs incurred for unauthorized returned shipments will be the responsibility of the customer. All returns must be in the original packaging, must be in new condition, and must include manufacturer documents and installation manuals.
Any product that is deemed ‘customized’ or ‘special order’ may not be returned. All items must be returned within 30 days of the original shipment date. Additionally, no items with a total value of $50 dollars or less may be returned. A minimum 25% restocking fee will apply to all Child Works orders. Please note that for any authorized RMA for Superior Shade, Shelter, and Site Amenities orders, an additional 15% handling fee could apply for returns depending upon the initial complexity and customization of the order and final acceptance for any returns is the sole discretion of SRP. The customer will be responsible for all original freight charges, return freight charges, and additional shipping and handling fees, and applicable taxes. The customer care representative issuing the RMA will advise you of the address to which your return will be sent to.
The following do not qualify for returns or partial refunds:
- Items without a Return Merchandise Authorization (RMA)
- Any highly custom or made-to-order structure, equipment, shade, shelter, or site amenities.
- Any item where the cost is below $50.
- Any damaged equipment which has already been replaced with the same item at no cost.
- Promotional or display items given at no charge or highly reduced discount.
- Any equipment that has been partially assembled or installed, either completely or partially.
- Items returned more than 30 days past the original date of receipt by the customer.
- Items attempting to be returned: ‘freight collect.'
- All surfacing products: poured-in place, rubber tiles, synthetic turf, wood fiber, or other loose-fill material.
- Any products not considered to be a standard order. Contact Customer Service for specific product questions at: 800.832.6660
Unloading: With freight, it is the truck driver’s responsibility to move the freight to the back of the truck but not to offload the item(s). Some services such as lift-gate and inside delivery may be available at an additional charge. These special services must be requested before shipment to avoid incurring re-delivery charges.
Damages & Shortages: You are responsible to count the freight and note any and all shortages on the delivery receipt. All damages to packing must be noted on the delivery receipt with a brief description. These notes must be made before signing the receipt. If equipment is missing from your order or damaged and not noted on the delivery receipt, please call us within 24 hours so we may try to assist in finding the missing items or filing a concealed damage claim on your behalf.
NOTE: The trucking company is only liable for your goods if noted on the delivery receipt.
Example Note on Delivery Receipt: One carton is damaged and three cartons are short.
Special Note: If you do not sign the delivery receipt short or damaged when the condition exists, we cannot file a claim, and the replacement items become your financial responsibility.