Answers to Frequently Asked Questions

 What is the safety enclosure?

The safety enclosure is a net that fits around the trampoline and extends to around 6ft (depending on the trampoline size) this net keeps the child safe and stops them from falling off the trampoline. The enclosure net is held together with metal poles that are covered in foam padding (an added safety feature)

What maintenance may be needed?

Quality outdoor trampolines are built to last, they are made from weatherproof materials and the metal frames are galvanized to protect them from rusting. The springs will typically last for years on a trampoline but it’s possible to purchase spares and they are not expensive. Although outdoor trampolines can be left outside all year round it is recommended that you store them in a dry location if possible, this will ensure you get the most out of the trampoline.

Will your trampolines take the weight of adults?

Trampolines are not restricted to children. Adults also use them for recreational and exercise purposes. These trampolines are designed specifically for children, but they are of a durable and strong design that will withstand adult use. The weight limit is specified in our ad and the manufacturer recommends this should be adhered to. (However it is a conservative rating)

Are the assembly instructions easy to follow?

If after following the instructions provided and after watching our trampoline assembly video you are still experiencing assembly problems then contact us - phone us during our warehouse open hours. 03 52293398

When will I receive my order?

We deliver goods via national courier networks; they will need your street address (not PO Box).   We arrange delivery the next business day after you have paid for your item, for the main cities delivery is usually within 2-6 days however please allow 7-10 days. Our couriers don't deliver on public holidays, weekends or after hours. Insurance is not included in your postage fee, to avoid potential disputes it's advisable for the buyer to check the condition of the goods on arrival (before signing receipt of such). All items that are shipped via Australia Post are sent via Regsitered Post  

I have a PO Box. Can you deliver to me?

Unfortunately we are unable to deliver Trampolines to PO Boxes or Private Bags. Please provide a physical address and we will deliver to you.   Smaller trampoline accessories can be sent to PO Boxes.

When will my order be shipped?

95% of orders are dispatched within 24-48 hours of payment. After we receive your payment you will be automatically notified as to when your order will be shipped.

What do you charge for shipping?

Shipping charges are shown on the item pages. If not shown on the item page it will be shown during the checkout process before you commit to the purchase. We also have a delivery calculator on the RHS of most of our pages. 

Can you send my item faster and speed up the delivery?  

Unfortunately we are unable to fast-track shipments. If you need something by a specific date, you should allow at least a 7 working day time frame for the order to be processed and delivered to you.

Can I pick up from your warehouse or organize my own courier?  

Yes, we are happy for our customers to pick up from our warehouse. Our warehouse is open 7 days a week, Mon - Fri 9-5pm and Saturdays 9am- 3pm. During the pre Christmas lead up Sundays 10-3pm.  Please email us at customersupport@trampolinewebandwarehouse.com or phone 03 52 293 3898 if these hours are really inconvenient. We cannot allow you to arrange your own independant courier as it will be in breach of our existing freight company contract. 

Do you offer shipping discounts for bulk purchases?  

Sorry, we are unable to on complete trampolines but for trampoline accessories we can adjust fees for combined mats, pads and springs.We pass on the costs charged to us by cubic measurements

Can you ship my items together?  

We are not able to combine shipping on orders over one item. All items are calculated separately for shipping but are despatched at the same time.

Do you ship internationally?  

Currently we ship within Australia only. However, as our business continues to grow, overseas shipments will be available in the future.

Which delivery services do you use?  

We use Several Freight Management services to co-ordinate delivery to you. We send you item with the company that delivers to your area at the best price and service. There is no insurance with the transport services - We do offer a insurance for you which you can add on to your order at check out.

Which payment methods do you accept?  

We accept Visa & MasterCard Credit Cards, EFT (Direct Bank Deposit), PayPal, Money Order and Cheque. Please allow an additional 5 working days for cheque and money order payments to be cleared.  Cash is also accepted for Pickups. NO COD

What is PayPal?  

PayPal allows you to send money securely from your credit card, debit card or bank account. We are not affiliated with PayPal so your account and card details are never revealed to us. In fact, PayPal is a subsidiary of eBay so you can rest-assured that the transaction will be secure. PayPal is free to join, with over 1 million accounts in Australia alone! PayPal has over 85 million accounts worldwide, and is rapidly becoming the standard way to make purchases online.

Do your prices include GST?  

Yes, all of our prices are inclusive of GST. You are not required to pay any additional GST component.

Do I need an ABN to purchase from you?

Not at all. You are not required to have an ABN to purchase from us - even if you purchase in BULK.    

Is your site secure? I am nervous about purchasing online with my credit card!

You will be pleased to know that we are a safe and secure website, our Credit Card facilities are through Eway and NAB. We also offer Credit Card payments via PayPal website which, as previously mentioned, is one of the world’s most trusted payment transfer companies. Please refer to the question What is PayPal? for more information. Bank Deposit is accepted - Bank - NAB - Acc Name - Web and Warehouse - BSB - 083-004 Account No - 89 510 0730    

Can I change the products or payment method in an order I've already submitted?

Yes you can contact us via email or phone to change the details you wish to change. However if the item has already been shipped - You will need to cantact the shipping company to communicate with them direct.  

If the item I would like is out of stock, how will I know when it is back in stock?

We regularly repurchase stock and take delivery of new product lines. Ensure you sign up to our free email alerts, so you will always know when our products are available.  

Can I visit your warehouse?

We do have a warehouse in Geelong, Victoria which is open 7 days a week, Mon-Fri 9-5pm and  Saturdays 9am-3pm and in pre Christmas season Sundays 10-3pm. Please email us at customersupport@trampolinewebandwarehouse.com or phone 03 52 293 398 if these hours are really inconvenient.

Can you hold a product for me?

Our items are so popular that we usually don’t hold them for customers. They are sold on a first come, first to buy basis. When prices are this good you should jump in to take this opportunity!   Please call or email us to let us know what you want held and to arrange a deposit.

The item I received is different to what I ordered!

For that we are so very sorry!  We can resolve this for you once you email us at customersupport@trampolinewebandwarehouse.com We are committed to responding to all enquiries within 24 hours.  

I have received a faulty item - what now? 

You will need to contact us as soon as is reasonably possible via email at customersupport@trampolinewebandwarehouse.com We respond promptly to all email enquiries within a 24 hour period.  All issues are dealt with on a case by case basis and we try to resolve all cases directly with customers in a fair and respectful manner.  

When an item has to be returned who pays the return freight? 

Once a full refund has been approved in writing by "Web and Warehouse", you will be required to return the item at your expense before the product refund can be processed. Products sent back without prior approval, will either be returned to you at your cost or be refunded less a 50% penalty fee due to return freight, handling and storage costs.

I have changed my mind about the product, can I get a refund?   

Sorry - no refund will be made if you have changed your mind about your purchase or no longer want it.

Can I return my item for a refund if I decide I made the wrong choice of product?   

Refunds are assessed on an individual basis. Please phone us if you have a need for a refund.

How promptly do I need to report a faulty or damaged item to you?   

You need to contact us as soon as is reasonably possible via email at customersupport@trampolinewebandwarehouse.com.  We respond promptly to all email enquiries within 24 hour period.

May I still return the damaged item if I do not have the original packaging? 

Yes, provided that suitable secure packaging is used you can still return the damaged product. Naturally we would prefer the original packaging provided if it is still in a functional state.

Will my item be replaced if damaged in transit?   

We assess damage on a case by case basis. You must email us as soon as is reasonably practicable that damage has occurred to your product while in transport. In your email let us know what the problem is. (Photos, and/or written details of the damage i.e. is it electrical, internal or mechanical). Like replacements are matters of stock availability and selected product. In the event we are unable to replace your product, we will provide either partial compensation (should you decide to keep the product) or a full refund (should you decide to send the item back to us).

Can I drop my return item off in person to your warehouse?   

Yes. We are happy for our customers to drop off at our warehouse. Please email us at customersupport@trampolinewebandwarehouse.com and arrange a mutually suitable time.