Support
SHIPPING
Where do you ship?
We deliver to the 50 States and US territories via FedEx.
If you're shipping outside of the US please use the UK, Canada, Europe, and International sites.
How long does it take and how much will it cost?
All Bouncepad products are configured to your exact specification and dispatched worldwide from our UK warehouse using FedEx and DHL. Orders placed online going to the US are shipped free of charge. For all offline orders shipping charges are applicable and based on total weight and delivery address.
Please note we cannot ship to PO Boxes.
Orders placed Monday to Friday, before midday (UK time) are usually shipped the same day on a next day service with FedEx. Once your order has been scheduled for assembly, you will receive an email confirming the dispatch date. When your order is dispatched, you will receive a further email with your invoice and tracking information.
If you have questions about shipping costs or would like to arrange your own shipping, please contact us.
Will I have to pay and Customs fees, Import Duties or Taxes?
No import duties and taxes are applicable to orders being delivered to all US States, excluding Massachusetts where we charge the local Sales Tax of 6.25%. Bouncepad covers and manages all import fees with the US Customs and Border Protection Agency. If your total order value exceeds $2,500.00 we may need you to fill out a simple CBP form to clear the order through customs.
How do I track my order?
Once your order has been shipped, you will receive an email with your parcel tracking number. This will be sent to the billing email address along with your invoice.
RETURN AND EXCHANGE
How do I return my order?
You can return any unused item within 30 days of purchase for a refund or credit. All items must be returned in their original condition including its packaging, parts and instruction manuals.
To start the return process, please email our Customer Care team at support@bouncepad.com and provide your order or invoice number. Providing your order is eligible for return we will email you shipping labels and a Returns Form (which you will need to pack with the return items). All you need to do is drop the parcel off at your local FedEx drop- off location.
All returned items are inspected on receipt to ensure they are in an un- used and re-saleable condition. If the product passes the quality check the refund or credit will be processed. Please note that shipping charges will not be refunded.
If the item is returned to us in an unsuitable condition, we reserve the right to not provide a refund or credit. If you want the items returned to you, we will request that you cover the delivery cost. Please note that Branding Boards and any product with Faceplate Branding, custom modifications, custom finishes are not eligible for a refund.
How do I exchange my order?
You can exchange any unused item within 30 days of purchase. All items for exchange must be returned in their original condition including its packaging, parts and instruction manuals.
To start an exchange process, please email our Customer Care team at support@bouncepad.com and provide your order or invoice number. Providing your order is eligible for exchange we will send a Returns Form which you will need to pack with the exchange items.
All items returned for exchange are inspected on receipt to ensure they are in an un-used and re-saleable condition. If the product passes the quality check the exchange order will be processed and dispatched. If the exchange order is of a higher value, you will need to pay the difference before the exchange order is dispatched. If the exchange order is of a lower value, the difference will be refunded.
Bouncepad will not cover the shipping costs to return the item for exchange but are happy to arrange this for you, costs will depend on the collection location. Please note that all exchanges need to be shipped to our London HQ.
If the exchange item is returned to us in an unsuitable condition, we reserve the right to not process the exchange. If you want the exchange items returned to you, we will request that you cover the delivery cost. Please note that Branding Boards and any product with Faceplate Branding, custom modifications, custom finishes are not eligible for an exchange.
What should I do if I lost the keys or I need to order an extra set?
We log the key number against every order so in the unfortunate event that you lose your key please email our Customer Care team at support@bouncepad.com and provide your order or invoice number and we will help you order a new set of keys.
Can I get replacement parts?
If you need to order any spare parts, such as the rubber corner pieces, please contact us for pricing and to order.
ORDER ISSUES
I'm missing an item from my order, what do I do?
If an item is missing, please contact our Customer Care team at support@bouncepad.com with the order or invoice number and the missing item's name and product number. We will resolve the issue for you as quickly as we can.
What do I do if I receive a faulty item in my order?
All our products are covered by a 12-month warranty and in the unlikely event that you experience a problem with one of our products we will be happy to either provide replacement parts, fix the item or replace the item. We will also cover and arrange all shipping costs.
To start the process please contact our Customer Care team at support@bouncepad.com and provide the order or invoice number and a brief description of the fault. Photos or videos of the fault would also be very useful and will help speed up the process.
What do I do if I received an incorrect item in my order?
If you receive an incorrect item in your order, please contact our Customer Care team support@bouncepad.com and provide the order or invoice number and the name of the correct and incorrect product. We'll get back to you as soon as we can and send you a replacement item as quickly as possible.
Can I cancel/amend my order after I've placed it?
Please contact us through our Chat support or hello@bouncepad.com to cancel your order and we will do our best to accommodate your request.