Playground Delivery Guide

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Icon Shipping Basics
Icon What to Look For
Icon Shipping Policies

Shipping Basics

We manage the shipping of playground equipment to destinations worldwide. With our global reach, ThePlaygroundStore.com customer service representatives handle a wide range of situations on a regular basis. Freight services play a crucial role in our operations.

  • Commercial playground equipment typically ships via freight, except for smaller items.

    1. 95% of equipment ships freight
    2. Equipment is packed into open crates
    3. Our average crate size is 14ft long
    4. Most deliveries are made on an 18 wheeler.

  • Most swing parts, including seats, hardware, and general replacement items (depending on quantity), are shipped ground via UPS or USPS.

    These products typically arrive 3-7 days after shipment.

Quick Ship Structures vs. Custom Structures

Quick Ship Structures:

  • We keep 29 of our most popular structure designs in-stock
  • We offer all 29 structures in two contrasting color palettes: Neutral or Primary. Any other colors are considered custom.
  • Quick Ship structures generally ship within 1-2 weeks.

Custom Structures:

  • Custom Structures are any structures not offered Quick Ship.
  • These structures are manufactured to customer specifications regarding color palette and aspects of play.
  • Custom Structures generally ship within 6-8 weeks.

Before your order arrives we suggest taking a minute to read over this important information regarding what to look for when you receive your freight shipment.

What to Look For

What to Expect:

  • A large open-air crate full of lots of parts & pieces of equipment.
  • Team lift unload: have 2-3 able bodied people ready to help!
  • It is the customers responsibility to unload and properly store the order.
  • If you chose professional installation, please see our installation guide.

Before Driver Departs

• Check shipping sticker to ensure that you have received the correct order!
• Inspect for damage: broken crate, dents, scrapes, scratches, torn package etc.
• Photograph the crate from all angles, photograph any damage.
• ANY DAMAGE MUST BE NOTED ON DELIVERY RECEIPT WITH DRIVER!

Once Driver Departs

• Report any damage noted on freight delivery receipt to us IMMEDIATELY!
• Check the contents of your crate against the packing list provided.
• Report any missing pieces or discrepancies to us within 72 hrs of delivery.
• Failure to report damage/missing pieces may result in denial of claim.

Shipping Policies

  • General Shipping Policy Information

    • The carrier will reach out to you within 24 hours of the freight delivery.

    • Failure to report any damage or missing parts to PlaygroundEquipment.com will result in denial of your freight claim and forfeiture of your eligibility for replacement parts at no additional cost.

    • If concealed damage is discovered, all original packaging must be retained for inspection by the freight carrier.

    • PlaygroundEquipment.com reserves the right to choose the most cost-effective shipping method and carrier, with the customer being responsible for the freight charges in addition to the product cost.

  • It Is The Customer's Responsibility To:

    • Unload the order and store it properly, unless a prior agreement has been made.

    • Count the contents of the order and compare them to the freight line and bill of lading before signing the receipt.

    • Inspect the delivery for any visible damage, as well as any signs of potential concealed damage.

    • Mark any damage, including damage to packaging that could lead to concealed damage, on the delivery receipt before the driver leaves.

    • Report any damage or missing parts to us within 48 hours of receiving the delivery.

    • Cover any additional fees resulting from delivery delays caused by customer fault.

Storage Fee Policy

Effective March 1, 2023, storage fees will apply to equipment/orders stored in our warehouse and ready for shipment. A fee of $100.00 (USD) per crate/pallet will be charged for each business day after your order qualifies for storage. Below are the guidelines for qualifying storage fees. All fees must be paid in full before NVB releases your order for shipment. Orders will be subject to a $100.00 (USD) daily storage fee if any of the following conditions apply. NVB reserves the right to assess storage fees if necessary or if the order is affecting our operations.

  • Your order(s) have been held in our warehouse for 30 days without being scheduled for shipment due to the customer not being ready to accept delivery, lacking storage space, etc.

    Once your order arrives at NVB’s warehouse, it must be shipped within 30 days to avoid taking up space needed for incoming shipments. NVB can no longer act as a storage facility, and customers must be prepared to accept their orders in a timely manner. NVB will notify you once your order arrives and contact you to schedule the shipment. If the order(s) are not scheduled for shipment within 30 days of our initial contact, storage fees will begin to accrue on day 31 and will be charged for each business day until the order(s) are shipped.

  • Once an appointment is scheduled for the shipment of your order(s), any request to delay the shipment will result in storage fees, regardless of the 30-day scheduling rule.

    Our shipping schedule and dock space are limited, and once the schedule is full, we are unable to accommodate other customer requests or adjust shipments. If your order(s) are scheduled for shipment, it is essential to keep the appointment and be prepared to accept delivery. If the shipment is delayed or rescheduled, storage fees will begin accruing the next business day and will be charged for each business day until the order(s) are shipped.

  • Your order is already crated according to your scheduled shipment date but wasn’t sent out/picked up by your carrier etc. and is now taking up space on our dock…

    Once you are given an appointment on our schedule to ship out your order(s), NVB starts processing those orders for shipment. Typically, your order(s) is/are crated and ready to go out by the end of the business day prior to your ship date to try to avoid any delays of your shipment on NVB’s end. Should your order be crated on our dock and the shipment/pickup of the order(s) is delayed for ANY reason, (examples: you ask to delay/push back shipment for a few days, the customer decides they are not ready, you send your own carrier and they do not show up or show up without enough space to pickup your order, your arrive in a non dock height vehicle without a team to load the equipment yourselves, etc.) storage fees begin the business day following your original ship date and are assessed for each business day until your order(s) leave our dock.

  • Your order(s) are shipped and then returned to us by the carrier for ANY reason…

    Once your order(s) has/have left our dock, should the carriers not be able to deliver the shipment and have to return it to us for ANY reason, storage fees begin to accrue immediately and are assessed for each business day until your order(s) ships back out to you. Please also keep in mind in this scenario, if the carrier assesses any additional fees, you will be responsible for those as well along with the additional cost to reship your order(s) out.

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