Shipping policy

 Important: Please inspect your order upon delivery

You have 24 hours to report any visible damage and 30 days to report missing or defective parts.

Shipping Methods

Most small items (accessories, parts, etc.) ship via UPS or FedEx Ground.

Larger items such as playsets, swing sets, and playhouses are shipped via freight carrier (LTL delivery).

Freight Delivery (Playsets & Large Items)

  • Once your order arrives at a local terminal, the carrier will contact you to schedule a delivery appointment
  • Delivery is curbside with liftgate service (in most cases)
  • The driver will place the shipment at the end of your driveway or curb

Please note:

  • Adult presence is required to receive and inspect the shipment
  • The driver is not responsible for assembly, moving items onto your property, or removing packaging
  • Some locations (narrow roads, steep driveways, low-hanging wires, etc.) may require special delivery arrangements or additional fees

Unloading Your Delivery

Most deliveries arrive on a pallet and may be heavy and bulky.

While liftgate service is typically included, we recommend:

  • Having 1–2 additional adults available to assist if needed
  • Preparing a clear, accessible delivery area

Delivery Inspection

Before signing for your delivery:

  1. Inspect all boxes and packaging carefully
  2. Look for:
    • Crushed or torn boxes
    • Broken components
    • Missing items
  3. Note ANY damage on the delivery receipt before signing
  4. Take photos of any visible damage

Failure to note damage at delivery may limit our ability to file a claim or replace parts.

Replacement Parts & Damages

We understand that shipping issues can occasionally happen—and we’ll make it right.

  • Report issues within:
    • 24 hours for freight damage
    • 30 days for missing/defective parts
  • We will promptly ship replacement parts at no cost (standard shipping)

Expedited shipping may be available at the customer’s request and expense.

Remote & Limited Access Delivery Fees

In some cases, freight deliveries may require additional charges due to remote location or limited access conditions.

These may include (but are not limited to):

  • Rural or hard-to-reach areas
  • Narrow roads or restricted access for large trucks
  • Gated communities or delivery restrictions
  • Ferry access or extended distance from carrier terminals

These fees are determined by the freight carrier based on your delivery address and may not be known at the time of checkout.

If additional charges apply:

  • A KidWise Outdoors team member will contact you prior to delivery
  • We will review the fee and coordinate payment before scheduling your delivery

Additional Delivery Services

Services such as:

  • Inside delivery
  • White glove delivery
  • Threshold delivery
  • Assembly
  • Two-person delivery


are not included by default, but may be available in certain areas upon request for an additional fee.

White glove and threshold delivery services are available in most locations for an additional fee.
These services may include delivery to a specific area on your property and/or placement of your items.

📞 To check availability or request a quote, please call or email our team prior to delivery.

Shipping Fees & Accessorial Charges

  • Standard shipping is included or calculated at checkout (depending on product)
  • Additional fees may apply for:
    • Remote or limited-access locations
    • Missed delivery appointments
    • Address changes after shipment
    • Special delivery requirements

Address Changes & Reconsignment Fees

Please ensure your shipping address is accurate at checkout.

Once an order has been placed, address changes must be approved by a KidWise Outdoors team member.

If your order has already shipped, address updates may not be possible or may be subject to carrier reconsignment fees.

If applicable:

  • A KidWise Outdoors team member will contact you to review any fees
  • Payment must be completed before changes can be processed

KidWise Outdoors is not responsible for delays or additional charges resulting from address changes after shipment.

Incorrect Address or Delivery Issues

KidWise Outdoors is not responsible for:

  • Delays or rerouting due to incorrect addresses
  • Fees associated with returned or re-delivered shipments

If an order is returned due to delivery failure:

  • Refunds will be issued minus:
    • Actual shipping costs
    • A 20% restocking fee
    • 4% Shopify Fee

Delivery Timing

While we work closely with our shipping partners, delivery dates are estimates and not guaranteed.

Delays may occur due to:

  • Weather
  • Holidays
  • Carrier scheduling
  • Regional demand
  • Unforeseen logistics issues

Questions Before Ordering?

We’re here to help!

📧 service@kidwiseusa.com

❀ From Our Family to Yours

As a family-owned business, we know how exciting (and important) your order is. We’re committed to making your delivery experience as smooth as possible—and to getting your backyard ready for years of memories.