WillyGoat, Inc. Basic Policy And Provisions

 

RETURN POLICY AND CREDITS

WillyGoat.Com is committed to provide fast, efficient service. If you need to return an item, WillyGoat will refund you the total product costs that you were charged as long as the items are returned within 30 days from shipping date and not opened, are defective due to manufacturing (except which applies below in the section titled 'Replacement Parts For Concealed Damage/Defect Freight'), or were incorrectly shipped. If we made a mistake (shipped you the wrong item; variation in color does not apply) then we will even refund you the cost of shipping both ways.

Refund Information: Orders returned do not receive shipping reimbursements and are charged the actual shipping and restock costs to and from our warehouse.  If a returned item was a Free Shipping item from us, the refund for the product will be the greater of actual shipping/stock charges or 10%.

Please call in to receive an authorization number and the correct WillyGoat warehouse address to send the return.  Please allow time for shipping, inspection, and up to two additional business days to process your refund.  WillyGoat.Com cannot assume responsibility for misdirected or lost shipments/parts, or damage/lost parts not noted before return that are sent back to us through you.

All requests for shipping charge reimbursement due to missed appointments by freight companies or concealed damage due to freight negligence must be directed to the individual freight company - not through WillyGoat.Com. 
For Guaranteed Freight Shipments arriving late, requests for shipping reimbursement must be made through WillyGoat.Com.  Certain restrictions apply to Guaranteed Freight refunds: 1) Customer must be available for delivery 2) Damage or missing pieces do not constitute shipment being late 3) Follows the basic provisions set forth below in Shipping Policies.

Special orders are made to order by the manufacturer and may not be eligible for returns, credits, expedited shipping or other WillyGoat policies.  These items may have lead times up to 14 weeks in some cases and cannot be canceled after 72 hours after purchasing because they are being made to order.  Special items include Commercial Play Equipment And Site Amenities, Commercial Swing Sets, WillyGoat Picnic Tables, and other items where color, stains, paints and size options are available and must be manufactured specific for the order.  Please call 888-920-4628 to inquire as to the policies of each item.  


SHIPPING

All orders in stock received by 1:00 PM cst should be processed the same business day. Orders received after 1:00 PM will either be processed the same day or next day. When you view items on WillyGoat, each listing displays the amount of days until the item ships out.  Depending on which method of shipment you choose, you should receive your order from the next day to seven business days after we send it out. When requesting FedEx NextDay or FedEx 2Day orders received after 1:00 PM cst may be shipped out the following business day.  Shipping times posted are in business days.  Shipping costs can be determined on the site using the Get Shipping costs icon located next to each item's description.

Our shipping charges are based on the size and weight of the items ordered and the method of shipping you choose. We have made every attempt to maintain a low cost of shipping and no handling fees so you can enjoy the lowest possible price. All orders are subject to verification. We apologize, but we do not ship orders to P.O. Boxes.  Any items marked as 'Free Standard' shipping apply only to shipping destinations based in the continental United States. Shipping charges for orders shipped outside the continental United States or Next Day/2Day Air orders are quoted with our carrier, may be higher than what is listed on our website, and must be approved before shipping.

Items are processed and trucks loaded seven days a week. Trucks leave our warehouse Monday thru Friday with limited shipping on Wednesdays. Orders shipping via standard delivery ship out at the same time as guaranteed expedited shipments. Standard shipping times may take longer than are shown, do not include weekends or holidays, and are not guaranteed.

Several delivery options are available for standard size packages: FedEx Ground, FedEx 3 Day, FedEx 2Day, FedEx Next Day. For International orders, shipment options include FedEx Priority (1 to 3 Days) and FedEx Economy. Currently WillyGoat ships to over 45 countries around the world. Orders destined outside the continental US may have customs, duties, broker fees and taxes that must be paid by the receiver (consignee). Freight shipments are curbside delivery to your home.  

Several delivery options are available for many freight (large size) orders: Standard Freight, 3 Day Freight, 2 Day Freight, 1 Day Freight, Standard Freight With Inside Delivery Service, and Standard Delivery With Advanced Package Protection.  Standard Freight With Inside Delivery Service is an option available if no one is able to help offload the package from the truck.  Standard Delivery With Advanced Package Protection is a way to have your package pulled from the line and packed with heavy duty-non standard techniquest that decrease the chance of damage.

Transit Time Example (All Transit Times Exclude Weekends & Holidays):
Monday - Order Placed 10:00 AM ; Order Sent Out Monday If In Stock
Tuesday - Next Day Air Shipments Arrive For Delivery
Wednesday - Two Day Air Shipments Arrive For Delivery
Thursday - Express Freight/3 Day Shipments Arrive For Delivery (May Be Earlier)
Following Monday - Express Freight/5 Day Shipments Arrive For Delivery (Many Are Delivered Previous Friday)


FREIGHT SHIPMENT INFORMATION - CURBSIDE DELIVERY & EXTRA SERVICES

Playsets, game tables, fitness equipment, furniture and other large items are shipped via Curbside Shipping. Delivery will be done by a tractor/trailer (a big truck). driver is only responsible for delivering (driving) the order to your curb. A delivery appointment is scheduled by the freight company via the phone number(s) you provide in your order. No delivery will be made unless an appointment is set and someone is present to inspect the package and unload the order.  While the driver is not required to help, typically he will assist in the unload. Our wooden swing sets come in multiple boxes, anywhere from one to thirteen depending on the size of the set. For reference, one person in our warehouse loads up each set. Some deliveries require meeting the driver/truck at the end of a street or subdivision in situations where the truck cannot enter the area due to city ordinances or low level wires/trees.  Any additional services, such as two-man delivery, redelivery due to refusing to offload the freight or not having people present to unload, inside delivery, lift gate, or address change are not included in the price of the freighted item. The cost of these additional services varies from city to city. They usually cost between $35.00 and $150.00 extra. You may purchase these additional services directly from the freight carrier when delivery is scheduled. It is a good idea when you make your appointment, to have the freight company call you 30 to 45 minutes before delivery so as to avoid having to wait for the driver to show up. 

EXPRESS FREIGHT GUARANTEED SHIPPING POLICY

WillyGoat.Com can ship not only your small packages via Express Delivery but also your large orders as well.

Most swing sets, games tables (air hockey, ping pong, foosball, etc), and large rideons can be shipped via Guaranteed Delivery. This additional fee, available when completing your order, guarantees your order will be to you in 3 business days to most addresses (5 days to the West Coast - typically zip codes 80000 and higher - and other select locations) or your shipping charges are free*. In many instances, you will even have your item before the guaranteed delivery date.

So if you need it fast....Ship it WillyGoat Guaranteed for only $58.00 additional to regular shipping charges.

Guaranteed Shipping fees will be refunded if the freight company designates that consignee had no part in the shipment being late. The guarantee is based on service time and does not include refunds due to damage or missing parts that may require reshipment. All damaged, replacement or missing parts needed for these items are sent via standard UPS or FedEx Ground Delivery; customers must pay to have replacement parts shipped Express.

*Some zip codes not available to receive Guaranteed Express Freight. Orders must be placed by 1:00pm cst to guarantee the item will ship out that day. Some orders may be required to be verified via phone which may delay shipment until the following business day.

SHIPPING POLICY AND LIABILITY FOR CONCEALED DAMAGE

WillyGoat, Inc. requires the customer to refuse delivery or note damage upon receipt if an item is in condition not suitable or possibly not suitable for use.  Failure to sign a delivery receipt as damaged and/or with missing parts removes WillyGoat, Inc. and the delivering carrier from any liability.  WillyGoat, Inc.'s policy is to guarantee replacement parts whenever this situation occurs and damage is noted at delivery.   

REPLACEMENT PARTS FOR CONCEALED DAMAGE/DEFECT FREIGHT

Unfortunately, sometimes packages arrive with damaged, defective, or missing parts. At WillyGoat.Com we guarantee you will receive all parts--correct and functioning properly. Most replacement part request due to damage or loss except for Gorilla Playsets are handled by calling the manufacturer of the product ordered.  Most replacement part orders are typically not sent from our warehouse, but instead from our manufacturers. Scuffs, scratches, nicks and checking are not considered damaged to wood or slides. All replacement part orders are shipped standard ground delivery (regardless of the initial shipment type) unless the consignee chooses to pay for the difference in expedited shipping.  WillyGoat.Com does not provide credits or refunds for the inconvenience of missing or damaged parts or for purchasing replacement parts not ordered through us. 

If your item sent via freight truck and it was signed and accepted, the order cannot be returned unless shipping is paid both ways by the customer and the item has not been opened or used/installed. If there is damage, part error, or loss in this situation, replacement parts must be issued.

Common manufacturer numbers are as follows:  Creative 800.598.4997, Peg Perego 800.728.2108, Little Tikes 800.321.4424.

REPLACEMENT SHIPMENTS FOR DAMAGED ORDERS

If an order is refused at time of delivery due to damage, WillyGoat.Com will automatically resend a new package out as soon as the damaged item is returned to our warehouse. The order must be canceled with a WillyGoat.Com phone customer service representative to avoid having an automatic re-shipment.

CANCELING A RECENTLY PLACED ORDER

We want to make sure you have total control of your order.  As long as an order has not been processed your order may be canceled; no questions asked.  Orders cannot be canceled by email, by  message, or after they have been finished (ie have a tracking number) and are not considered valid until a cancelation number is given. Many orders ship same day and often times, within minutes of placing your order.  Please be certain about your order as often times it is impossible to stop a shipment that already has a tracking number placed on it. If you place an order requesting a future ship date, requests to cancel at any time after ordering will incur a fee up to 10% of the order. Orders placed over the weekend (Friday thru Sunday) are often loaded onto trucks and finished immediately. By ordering you agree, these orders are not eligible to be canceled if WillyGoat processes the order with a tracking number any time during the weekend.

BACKORDER INFORMATION

Occasionally, items may be backordered by the manufacturer. WillyGoat will make every effort to either display the backorder date on the site or email you backorder information. Backorder dates may change without notice; backorders may ship out before a backorder date provided. It is your responsibity to cancel any backordered item as it will process and ship when in stock otherwise. If a backordered item ships, regardless of the date, and has not been canceled, you must follow our return policy stated above to return an item.

PRODUCT WARRANTEE INFORMATION

WillyGoat does not warrant any of the products it sells. All warranties are provided by the manufacturer. Warranty claims are subject to, and must be made pursuant to, the terms, conditions, limitations and procedures specified by the manufacturer. Unless otherwise specified in the manufacturer's warranty, product warranty time periods commence when the product is shipped by WillyGoat. All warranty claims must be made directly to the manufacturer. Product warranty periods are 30 days, unless noted differently within the product description of WillyGoat or warranty information furnished by the manufacturer. Warranty claims made after 30 days from date of shipment, but within the applicable warranty period, may be exclusive of, and therefore required to pay, shipping costs for replacement products or parts. Claims not covered by warranty are subject to, and therefore required to pay, the costs of replacement products/parts and shipping. Further, some warranty claims require digital pictures or parts return as authorization for shipment. Costs to ship replacement parts outside the continental United States are the responsibility of the customer, regardless of warranty. Customer is responsible for parts and shipping costs of any missing parts after 30 days. WillyGoat does not make, and it expressly disclaims, any warranty concerning the products it sells, whether express or implied, specifically including, without limitation, in such disclaimer the implied warranties of merchantability and fitness for a particular purpose.

PRICING POLICIES AND SALES

Orders at WillyGoat.Com are not adjusted to reflect sales discounts that may happen at a future date.  WillyGoat.Com reserves the right to refuse business. WillyGoat.Com may void or place on hold orders where an incorrectly low price or inaccurate discount was listed or provided until an approval for the correct price is obtained by the customer.  WillyGoat.Com makes no claims as to when sales on particular items will run and at what duration these sales will last.

PAYMENT OPTIONS

WillyGoat, Inc. accepts Visa, MasterCard, American Express, Discover, Certified Check, and Money Order.    Foreign orders must send in payment by certified check, money order, or cashiers check or request a bank route id from our billing staff and perform a money wire ($13 fee applies).  Orders paid for by certified check or money order are processed when payment is received. Send payments by check to Accounts Payable PO Box 748 Theodore, AL 36590 Include the tracking id of your order on the check.

PRIVACY POLICY

We understand that information that personally identifies you is important to you and we are committed to maintaining the confidentiality, integrity, and security of your personal information. Your privacy is important to us. We restrict access to nonpublic personal information about you to those empoloyees who need to know that information to provide service to you and we require those empoloyees to adhere to strict confidentiality standards designed to protect your personal information. We maintain physical, electronic and procedural safeguards to guard your personal information. We do not disclose personal information about our customers or former customers to anyone, except as permitted or required by law and except to certain entities that assist us in servicing your order. For instance, we may provide name address and contact information to shipping carriers, manufacturers, or our credit card processor.


REVIEWS AND WILLYGOAT CUSTOMER SERVICE

WillyGoat, Inc. does not provide reviews of products or of our company on our site. WillyGoat strongly encourages customers to form their own opinions of companies through interaction with them instead of a random and often motivated individual. WillyGoat, Inc, founded in 2000, operates on a promise of upholding it's policy to our customers and believe that customer service is defined as handling all customers equally; with respect, organized policies, overall efficiency and honesty. While some review services are known to attract mainly customers that are able to provide inaccurate information, WillyGoat refers any inquiries to our Amazon.Com rating. With over 1100 ratings, WillyGoat, Inc, has a better than 92% lifetime rating. The Amazon rating of WillyGoat, is available Here.

 

Guidelines And FAQ for swingsets, play equipment and other large shipments

1) How will my item be shipped? All freight items including swingsets and play equipment will be shipped via a freight company, not FedEx Ground. Additionally, all freight items will be shipped via residential curbside delivery, meaning, someone will need to be present at the time of delivery to sign for the package and to assist the driver offloading the packages from his truck.

2) Residential Curbside seems like an unconventional way of shipping. Why do you use this method? Residential curbside allows shipping costs to be significantly reduced to all points in the country. With just this small amount of customer involvement the delivery process saves our customers as much as $150.00 in additional shipping costs.

3) We cannot be home for delivery. Can I still order a set from WillyGoat.Com? Yes, we do offer services for additional fees to help in the offloading process. We can deliver items using a liftgate, which lowers the item to the ground but will then have to be picked up to move. These services usually cost between $75 - $150.

4) How will I know when to be available for delivery? The trucking company will call the phone number given in the order to schedule a delivery. The trucking company only makes deliveries on week days during normal business hours. Inside of these parameters the trucking company should be able to accommodate your schedule for delivery. It has been found that requesting the driver to call you when he is about 30 minutes from delivering to you, makes it possible to not have to wait around for delivery. This should be requested when the appointment is scheduled.

5) What if the trucking company is not being very cooperative in the process? Please call us and we will deal with the problem. 888-920-GOAT

6) I would like this item by a specific date. Can I get my shipment expedited?  WillyGoat.Com does offer expedited service. We can get a shipment just about anywhere at any time. Our most popular option is the 3-Day or 5-Day Guaranteed service. Often times this is a charge of $58.00 and will guarantee your shipment arrive to you within 3 days if within the 3-Day range of Alabama or 5-Days if outside this range. We also offer 2nd and Next Day shipments. All shipping charges and guaranteed service times can be calculated by clicking on the "Get Shipping Costs" link at the end of each product description.

7) I need this item for a birthday or Christmas. When is the best time to order? The best time to get swingsets delivered is as early as you can. Occasionally, we have shipments that will show up and there will a board missing or broken due to mishandling in shipping. We will need time to ship these replacement pieces out to you before the deadline. While this in an infrequent occurrence it is something that all customers should be aware of. All shipment of replacement parts will go UPS ground on the next business day. Additionally, you will need to give yourself, or an assembler, time to put these together. You will be aided by the fact that all instructions are easy to follow and all wood is pre-cut and pre-drilled.

8) I need an expedited shipment or I need an item guaranteed for by a specific date. Is there any difference in the way these sets are delivered? Yes. On expedited deliveries such as 3-Day or 5-Day shipments often times the trucking company will not call before coming by to deliver. When they are confronted with a deadline they will come by at some point during the day. To alter this time, please log on to www.willygoat.com/track.htm, put in your order number that you received at both the end of your order and in your confirmation email,  and track your order. This will give you a phone number and shipment number used in truck shipments. If you call the phone number and give them the shipment number they will be able to work with you on setting a time. If you have problems please call our customer service at 888-920-4628.

9) What do I need to do before beginning the installation? How will I know if I have all the pieces? Although, infrequent, some items delivered will have 1 or more pieces damaged or missing in transit. We ask that you please do an inventory of the pieces that were delivered. This will also give you a chance to inspect the condition of the wood and request any replacements before starting assembly. An inventory of the set typically takes 25 minutes or less. If you are hiring a installer please do an inventory before setting the appointment date.  While WillyGoat.Com does provide free replacement parts, we do not provide credits or refunds for the inconvenience of missing or damaged parts.

Also, before beginning installation it is a good idea to determine where the set is going to be situated and that the area is flat and without incumberances that can endanger children using the set.

10) How do I estimate the arrival time? All times on WillyGoat.Com are in business days. For example, if an item ships on Monday and has a travel time of 3 days then this item should arrive on Thursday (1.Tues, 2.Wed., 3.Thurs.). Another example is if a shipment has a travel time of 3 days and the shipment leaves on Thursday then the order should arrive on Tuesday (1.Fri., 2.Mon., 3.Tues.). Standard shipping times may take longer than are shown, do not include weekends or holidays, and are not guaranteed.

11) Can I get installation with my swingset? WillyGoat.Com does not provide installation options and contact numbers. The customer is responsible for making contact with these agencies, negotiating price, and setting up times.

Many times an installer can be found locally as many carpenters and hardware store workers (ie Lowes And Home Depot) install sets on the side.   This is usually the best way to find a reliable, reasonably priced installation option.

12) I have a product with a warranty claim. Whom do I contact? Adventure Playsets - 800-856-4445, Creative Play Things - 800.350.1240, Big Backyard 877.966.3738, Peg Perego (Ride On Vehicles) - 800.728.2108, Gorilla - 800.882.0272.

13) Some pieces of the wooden swing set have small cracks. Why is this? All wood swingset construction material is subject to the natural process of checking. Checking or cracks occur across or through the growth rings as the logs release moisture. This is not a defect in the wood as it does not affect the structural integrity. Instead, it is considered a part of it's rustic, natural look and adds to the uniqueness of the piece.

14) Can I use the swing sets listed in the 'Wooden Swing Sets Backyard' section for non-residential uses? No, the Backyard Wooden Swing Sets are designed for residential home use only. Not intended for public areas such as schools, churches, nurseries, day cares or parks

15) How often should my assembled playset product be inspected? An initial inspection should take place one week after installation and twice a month thereafter for the remaining life of your playset product.

16) What maintenance should I do on my playset? Check all nuts and bolts twice monthly during the usage season and tighten as required. Once or twice a year, depending on your climate conditions, you must apply some type of protection (sealant) to the wood of your unit. Make sure the play set is level and true once each year or at the beginning of each play season. Oil all metallic moving parts monthly during the usage period. Remove plastic swing seats and take indoors or do not use when the temperature drops below 32 F. A full list of maintenance instructions are provided in the swing set manual you receive with your swing set.

17) How do I know when my playset product needs refinishing? If water is absorbed into the wood, its time to refinish your product. If water beads and rolls off the wood, the surfaces are protected.

18) Why is there so much movement in my play product, especially the top supports? It looks as if the wood will break? Because the structure is wooden and not concrete or steel, movement is not only natural but required. Please remember to follow the manufacturer guides for weight capacity and age range.

19) Why does my play product have mold growing on it and what can I do to remove it and keep it clean? Because the structure is wooden rather than concrete or steel, in areas of high humidity mold and/or mildew may occur. A solution of 1 part bleach 2 parts water applied with a sponge should clean the problem areas. Once the solution is dry, a water sealant shoudl be applied to the entire swingset (never apply any product to the rungs (dowels) that may cause difficulty in in maintaining a firm grip).

20) Why is the wood splitering under the bolts when I tighten the hardware? Wood will splinter when compressed. The compression casused by over-tightening fractures wood fibers and is an indication that you are cranking down to hard on the hardware. If splintering has occurred, we recommend that you purchase larger diameter flat washers to install under the head of the bolts.

21) My boxes have arrived in bad condition. What should I do? Many times boxes get beat up during the freight transit. In almost all situations, regardless if the boxes are torn open, there is very little damage to the playset. Although WillyGoat will be happy to reship a new set to you if you refuse the set, we recommend you accept the set and allow us to send any replacement parts (if needed) after you do an inventory of parts (that usually takes around 25 minutes).

22) My play equipment has been installed and is ready to use. Is there any additional information I need to know? Adult supervision is required for children to use the play equipment.

A) What safety regulations do I need to know for bunk beds before I purchase? Never allow a child under 6 years on the upper bunk. Use only a mattress which is 74" -75" long and 37-1/2" - 38-1/2" wide on the upper bunk. Ensure thickness of mattress and foundation combined does not exceed 8" and surface of mattress is at least 5" below upper edge of guardrails Always use guardrails on both long sides of the upper bunk. If bunk bed will be placed next to a wall, the guardrail that runs the full length of the bed should be placed against the wall to prevent entrapment between the bed and the wall. Prohibit horseplay on or under bed(s) and prohibit jumping on the bed. Prohibit more than one person on upper bunk. Use ladder for entering and leaving upper bunk. Maximum total weight is not to exceed 300 lbs. on the upper bunk. Periodically check and ensure that the guardrail, ladder, and other components are in their proper position, free from damage, and that all connectors are tight. Do not use substitute parts. Replacement parts, including additional guardrails, may be obtained from our customer service department. Use of water or sleep flotation mattresses is prohibited. Use of a night light may provide added safety precaution for a child using the upper bunk. STRANGULATION HAZARD Never attach or hang items to any part of the bunk bed that are not designed for use with the bed; for example, but not limited to, hooks, belts and jump ropes.



Copyright WillyGoat 2012.