General FAQ

Trampoline FAQ

Timber FAQ

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Lifespan Kids

Product Information

Can I install my swing set/cubby/playcentre on a slope?

Do I need to cement my play centre?

What happens if I've damaged a part during installation?

How do I care for my metal play equipment?

Do I need to anchor the play equipment?

What is the difference between Springless and Spring trampoline? Which one is better?

How do I care for my trampoline?

What additional accessories can I use on the trampoline?

My timber swing set/cubby house is cracking

How do I care for my wooden play equipment?

What type of wood is used? Is your timber treated?

Can I paint the timber play equipment?/ What paint or stain should I use?

Can I pick up my purchase?

When can I collect my order after purchasing?

Why do I need to pay for Transfer for Click & Collect?

How long can you hold my order for Click & Collect?

Can I collect my freight from the Courier depot?

Collection FAQ

Can I choose which courier my parcel will be delivered with?

Delivered - Missing items from order/ Why wasn't my order sent together?/ Why do I have two items with the same tracking but only one has arrived?

My tracking is invalid

Will I get a call prior to, or upon, delivery?

Can I change my shipping / delivery address?

My item has no tracking. How do I know when it will arrive?/ Has my order been dispatched yet - How can I track it?

Where is my order? When will it arrive?

My order has been shipped - how long does delivery take?

When will my item ship?

Do I need to sign for my delivery?

How can I get assistance with my delivery?

Can I schedule a time / day for delivery?

What happens if no one is home? Can you deliver on weekends?

Can you deliver to a PO box or parcel locker?

Will my item be delivered before Christmas?

Why is the expected dispatch date further on some products?

Why do some products take longer to ship?

Do you deliver to unsealed roads or driveways?

Do you deliver to the door for Rural or Remote areas? / I live on a farm, will the driver deliver to my door?

Do your couriers unpack and dispose the rubbish for me? / Can the couriers take away my old equipment when delivering the new one?

Delivery & Tracking

Delivery & Collection

How do I make a return?

What is your change of mind policy?

Can I return the product to your warehouse?

Will the refund go back to the original payment method? How long does it take?

Are you able to arrange a courier to return the product if I don't like it?

Returns & Refunds

How do I view my Invoice and purchase history?

Do you offer AfterPay, ZipPay or Pay in 4?

What payment methods do you accept?

Can I split my payment?

There are two payments on my PayPal transaction

How to obtain a copy of my invoice

Can I place an order over the phone?

Have I been charged twice for my order?

Payments

Why haven't I been contacted for the installation service I purchased?

Why is the courier not assembling my product?

Can the installer mount or anchor the products for me?

After set up, will the installer take away the carton and rubbish?

How easy is it to install your products? / Can I purchase assembly later if I get stuck?

Does your assembly service offer dismantling and re-assembly?

How long does it normally take to set up your outdoor equipments?

Assembly & Services

Does your warranty cover labour fees? / Do I have to ship it back to you for repairs?

Do you cover warranty for commercial use?

Do you sell parts for older models?

Warranty & Repairs

What are your operating hours?

Contacting our Customer Service Team

Can I get a Quote made for NDIS? / Are you an NDIS provider?

Info & Updates

I am having trouble logging into my account.

How do I unsubscribe from receiving marketing email?

I want to remove my digital footprint. Can you delete my account from your website?

Can I check out without creating an account?

I cannot see my invoices on My Account. How can I get my tax invoices?

My Account

Can you do a better price?

Is it safe to purchase on your website with my credit card?

Can I cancel my order?

How do I redeem a discount code?

I bought the wrong product - can I change or amend my order?

Do your prices include gst?

Why is it asking for a Shipping Address but I am going to Click & Collect?

I'm having issues checking out

I want to choose delivery however the options given is only pick up

An item in my cart has sold out

Can I pay for a presale order when it arrives?

Where can I find more information about a product (eg. dimensions)?

What is a Pre-Order purchase?

When will you have more stock?

How do I make a purchase online?

Do you have any retail outlets, or viewing facilities?

Do you have a price match policy?

How do I find out the postage cost for my item?

How can I judge the quality of a product without viewing it first?

The item is in-stock however I cannot choose pick-up?

Why is shipping cost so expensive?

Orders & Processing