The Cabin Rockwall

Ordering from Playtopia is designed to be a straightforward and customer-friendly process. Initially, customers are invited to navigate through our user-friendly website, where they can explore and select from a wide range of products. Each item is intended to be easily added to a quote cart, allowing for a seamless shopping experience.

Selection and Quote Cart

• You begin by browsing our extensive product range on the Playtopia website.
• As you find items that meet your needs, you add them to your quote cart.
• This cart is where you compile all the products you're interested in.

Information Submission and Quote Generation

Once your cart is filled with your selected items, the next step involves submitting key information to generate a quote. Importantly, this stage does not require any financial commitment or credit card information, emphasizing our commitment to a pressure-free customer experience. The provided information is then utilized by our internal sales team to prepare a detailed quote, ensuring that all your requirements are accurately captured.

Freight and Shipping Details

• The shipping quote is calculated based on the items' volume and weight to your destination zip code.
• Orders are categorized into LTL Freight for smaller quantities or Dedicated freight for larger volumes.

Customization and Design

One of Playtopia's standout features is the ability to customize products to fit your specific preferences. Whether it's altering colors, designs, or layouts, our team uses advanced CAD software to bring your vision to life, all at no extra cost. This phase is crucial for ensuring that the final product aligns perfectly with your expectations.

Order Confirmation and Payment

Upon finalizing your design and receiving your detailed quote, you will be asked to confirm your choices through a color confirmation and quote confirmation form. This step solidifies your selections and moves you towards the final phase of the ordering process. Playtopia offers a variety of payment methods and terms, accommodating different organizational needs and preferences.

Production, Lead Times, and Shipping

After payment, your order is processed and placed into the production queue. We provide estimated shipping dates, keeping you informed throughout the process. Our commitment extends to promptly notifying you of any production issues that might affect lead times, ensuring transparency and reliability.

Playtopia is dedicated to providing an enjoyable and efficient ordering process, from initial browsing to final delivery. Our team is always ready to assist and ensure that your experience is smooth and satisfying. Should you have any questions or require further assistance at any stage, we encourage you to reach out to our customer support team.

When you order playground equipment from Playtopia, you're dealing with items that are substantial in size and require careful consideration for shipping. We employ two main shipping methods: Less Than Truckload (LTL) and Dedicated Freight, depending on the size of your order. Orders that don't fill more than half a truck are shipped via LTL, while larger orders necessitate the use of Dedicated Freight.

Freight Shipping Methods and Quote Process

After you've placed your order, we work on securing a freight quote to ensure you receive the most cost-effective shipping option. This quote will include the cost of your items along with the shipping charges. Here's how we handle it:

• We engage with various brokers to get competitive freight rates for your order.
• If your order currently qualifies for a free shipping promotion, the freight quote process is bypassed.
• It's important to note that the quote doesn't cover extra services like Residential Delivery or White Glove Service. Should you require any of these, please inform us in advance so we can include them in your quote.

Pre-Shipment Inspection and Liability

Before your playground equipment leaves the Playtopia warehouse, we conduct a thorough pre-shipment inspection. This process includes taking detailed photographs of each item to document its condition and completeness before it's loaded onto the truck. This step is crucial for several reasons:

• The photographs serve as evidence that the equipment was complete and in new condition when it left our facility.
• By documenting each piece, we can verify that all components of your order are included and accounted for.

Liability and Damage Claims

Once the equipment is loaded and the shipment leaves our warehouse, the responsibility for its condition transitions to the freight carrier. It's important for customers to understand the implications of this transfer of responsibility:

• Any damages that occur during transit are the responsibility of the freight carrier, not Playtopia.
• Should you discover any damage upon receipt, the claim for reimbursement must be directed to the freight company. It's vital to use the documentation provided at the time of delivery, along with the pre-shipment photos, to support your claim.
• We want to be transparent that Playtopia does not offer refunds or reimbursements for goods damaged in transit by the freight company. Our commitment to ensuring the initial quality and completeness of your order is unwavering, but the transit process falls outside our control.

Delivery Coordination and Unloading

With the shipment of your equipment, we offer a means to track its progress:

• For LTL shipments, you'll receive a PRO number to monitor your shipment's journey.
• With Dedicated Freight, PRO numbers are typically not available, but rest assured, we'll provide you with all the necessary contact information to stay informed.

The day your equipment arrives is crucial. Ensure that there's someone available to receive the shipment to prevent any additional charges for redelivery. Here's what you need to know about unloading:

• The equipment is shipped on larger-than-standard pallets. Having a forklift or a team ready for unloading is advisable.
• Be prepared for heavy lifting, especially if you're unloading manually.

Inspection and Damage Control upon arrival, it's imperative to inspect your equipment for any potential shipping damages:

• Document any visible damage with a camera-equipped device.
• Note these damages on the delivery paperwork. This documentation is essential for any necessary claims or adjustments.

If the damages are significant and unacceptable, you have the option to refuse the delivery. Please contact us immediately in such instances to ensure prompt resolution.

At Playtopia, we strive to make the delivery process as transparent and smooth as possible. By keeping you informed at every step and providing clear guidelines for receiving your equipment, we aim to ensure your satisfaction and the seamless integration of our playground equipment into your space.

Playtopia offers extensive turn-key installation services for customers within a specific radius, as outlined on our install area map. Our services are designed to handle all aspects of playground installation, ensuring a seamless and enjoyable experience for our customers.

Turn-Key Installation Offerings

Our installation services cover every necessary step to prepare and complete your playground setup:

• Grading the Site: Proper site preparation is crucial for a successful installation, which is why we include site grading to ensure a level and stable foundation for your playground equipment.
• Installing Equipment and Amenities: Our team expertly installs all Playtopia Manufactured and Third-Party equipment, along with any chosen site amenities, adhering to the highest safety and quality standards.
• Surfacing: We also handle the installation of playground surfacing, an essential component for safety and functionality.

Our Installation Team

• Certified Professionals: Our installers are not only factory certified but also have been thoroughly vetted and approved by Playtopia. With decades of experience in the playground installation industry, they bring expertise and dedication to each project.
• Stress-Free Experience: We aim to make your installation process as effortless as possible. Imagine relaxing in your lawn chair, sipping lemonade, while our team transforms your space into a vibrant play area.

Installation Quoting Process

To incorporate installation into your project, please indicate your interest when requesting your equipment quote:

• Installation Costs: The cost of installation can be up to 50% of the equipment price, influenced by factors such as distance, site conditions, and equipment type.
• Deposit Requirement: A 50% deposit is needed to secure your installation slot, with the balance due before the installation commences for non-government entities.

Scheduling and Installation Timeline

• Estimated Dates: We provide an estimated installation date, which is contingent on equipment availability and weather conditions, particularly in winter months.
• Advance Notice: Expect communication from us 2-3 weeks prior to your installation date to confirm or adjust the schedule.

Handling Unforeseen Site Issues

Despite thorough pre-installation assessments, unexpected challenges can arise:

• Unforeseen Site Conditions: If our installers encounter issues not disclosed or discovered during the initial assessment, this may lead to additional costs for equipment rental or extended labor time.
• Change Order Process: While we strive to absorb unexpected costs, there are instances where issuing a change order to the customer is necessary. We ensure transparency in these situations, providing detailed explanations and justifications for any additional charges.

Self-Installation Option

For those who prefer a hands-on approach, Playtopia supports self-installation:

• Comprehensive Guidance: We provide detailed footing plans, installation instructions, and other necessary documentation to assist with self-installation.
• Recommended Expertise: Having someone with construction or building experience is crucial for overseeing or conducting the installation to ensure safety and adherence to standards.

Whether opting for our professional installation services or choosing to install the equipment yourself, Playtopia is committed to offering support, resources, and guidance throughout the process, ensuring a successful and satisfying playground setup.

At Playtopia, we understand the importance of flexibility when it comes to payment options, especially considering the custom nature of our playground equipment and services. To accommodate the diverse financial needs of our clients, we offer a variety of payment methods and tailored terms for both new and returning customers.

Payment Methods Available

To suit different preferences and requirements, we provide several payment methods:

• Credit Cards: For immediate processing and convenience.
• Checks: Orders will be processed after the checks have cleared to ensure funds are secured.
• ACH or Wire Transfers: Ideal for direct and secure transactions, especially for substantial amounts.

For Non-Government New Customers

• Deposit Requirement: A 50% deposit is required for materials and installation. This upfront payment allows us to procure necessary materials and commence the manufacturing of your custom playground equipment.
• Balance Payment: The remaining 50% is due before the equipment is shipped. This includes both equipment and installation costs.

For Non-Government Repeat Customers

• Consistent Deposit: A 50% deposit is always needed when placing an order, maintaining a consistent approach to securing production materials.
• Negotiable Balance Terms: While the remaining balance is typically due before shipment, repeat customers have the flexibility to negotiate terms for the balance payment on a case-by-case basis, recognizing and rewarding their continued partnership with Playtopia.

Government and Municipal Entities

• Purchase Orders and Deposits: We accept purchase orders but require a 50% deposit to start production, aligning with our commitment to ensuring resource availability for custom orders.
• Payment Timeline: The balance for government and municipal entities is due 30 days from the shipment date, providing a window for financial processing post-delivery.

At Playtopia, we're dedicated to making your purchasing experience as accommodating and transparent as possible. Whether you're a first-time customer or a returning client, government entity, or a private organization, we strive to provide payment options and terms that align with your needs and ensure the smooth production and delivery of your custom playground equipment. If you have any questions or need further clarification on our payment options and policies, our customer service team is here to assist you every step of the way.