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Return & Refund Policy

Return & Refund Policy

We stand behind the products we sell and are committed to making things right when issues arise. This policy explains when and how you may be eligible for a cancellation, return, or refund. Please read it carefully — and if anything is unclear, contact us at support@parksupplypro.com or (888) 902-9791. We’re happy to walk you through it.

Although shipping is free on all orders, actual shipping costs incurred by Park Supply Pro may be deducted from your refund in the event of a return or cancellation. Refunds are typically processed within 2–3 business days.

TL;DR — Quick Reference

  • Cancel within 24 hours → full refund, no fees

  • Cancel after 24 hours → 3% transaction fee may apply

  • Custom orders → non-refundable once in production

  • Returns → accepted within 30 days, unopened; 10% restocking (residential) or 25% (commercial) + shipping costs

  • Damaged shipment? → document it on the driver’s paperwork at delivery and email us photos — we’ll replace at no charge

  • Questions? → support@parksupplypro.com · (888) 902-9791

Canceling an Order

If you need to cancel an order, contact us as soon as possible at support@parksupplypro.com or (888) 902-9791.

An order is not considered canceled until you receive a cancellation confirmation email from us. If you cancel by phone, please request a written confirmation before hanging up.

Cancellation Timeline

Within 24 hours of placing your order: You may cancel for a full refund with no fees.

After 24 hours: Your cancellation may be subject to a 3% fee to cover payment processing costs, along with any restocking or shipping fees outlined in this policy.

Made-to-Order & Custom Products

Many of the commercial-grade products we sell — including playground equipment, park site amenities, swing sets, benches, tables, and items with custom color, stain, or size options — are manufactured to order. Production is scheduled around these orders, and once an item enters production, cancellation may not be possible.

  • Not yet in production: You may cancel, but a 3% transaction fee may apply.

  • Already in production: If we are able to accommodate your cancellation, a 25% cancellation fee will be deducted from your refund.

All custom orders are final and cannot be refunded or canceled once production has begun. This includes any product where colors, stains, sizes, or fabrics have been manufactured to your specification.

If you’re unsure whether a product is made to order, contact us before purchasing and we’ll let you know.

Lead Time Cancellations

Many commercial-grade items have lead times listed on the product page. After your order is processed, you will receive an estimated ship date by email.

  • If the estimated ship date exceeds 1.5× the longest lead time shown on the product page, you are entitled to cancel for a full refund.

  • If the estimated ship date is within that window and the item is not yet in production, you may cancel subject to the 3% transaction fee.

Example: If a product page shows a 6–8 week lead time and your estimated ship date is more than 12 weeks out, you may cancel for a full refund.

Orders Already in Transit

If your order has already shipped, we may be able to reroute it back to the warehouse. In this case, your refund will be the total order amount minus all shipping costs incurred by Park Supply Pro and a restocking fee of 10% of the order total.

Returning an Order

If you’re not satisfied with your purchase, you may return it under the following conditions:

  • The product is unopened and in its original packaging.

  • The return is initiated within 30 days of the shipping date.

  • The product was not a custom order (see Made-to-Order section above). Non-custom shade structures and other standard catalog items may be returned.

  • If the item arrived damaged, damage must have been documented on the delivery paperwork at the time of receipt per our Shipping Policy.

How Returns Work

  1. Contact us first. Email support@parksupplypro.com or call (888) 902-9791 to initiate a return. We’ll provide you with the return shipping destination.

  2. Ship the product back. The customer is responsible for arranging and paying for return shipping.

  3. Keep your tracking number. Warehouses handle a high volume of shipments — we cannot take responsibility for returns that are lost or misdirected in transit.

  4. Inspection and refund. Once the item is received and inspected, your refund will be issued minus applicable fees.

Return Fees

Residential products (swing sets, trampolines, etc.): Refund will be issued minus a 10% restocking fee and all shipping costs incurred by Park Supply Pro.

Commercial-grade products (playground equipment, park amenities, etc.): Refund will be issued minus a 25% restocking fee and all shipping costs incurred by Park Supply Pro.

Receipts for shipping costs will be provided upon request.

Canceling Installation

Installation orders canceled within 24 hours of being placed will not be subject to any fees.

After 24 hours, a 3% fee on the installation price may apply to cover transaction costs.

Installation lead times vary based on your location and installer availability. When multiple items are included in an installation order, installation will be scheduled once all items have been delivered.

  • If your installation appointment cannot be started within 30 days of delivery of the final product, you may cancel installation with no fee.

  • If installation can be started within 30 days of delivery and you choose to cancel, the 3% transaction fee applies.

Park Supply Pro maintains a network of qualified installers and reserves the right to reassign your installation to a different installer if the original appointment does not work for your schedule. Any discounts on your order will be prorated if installation is canceled separately.

Rejected Shipments

Please refer to our Shipping Policy for full details on receiving and inspecting deliveries.

Rejection Due to Damage

If your order was severely damaged in transit and you followed the guidelines in our Shipping Policy — including contacting us, documenting the damage with photos, and noting it on the delivery paperwork — you may be entitled to a full replacement at no cost or a full refund. Please allow 3–5 business days for review and processing.

Rejection for Other Reasons

Shipments rejected for reasons unrelated to product damage — including inability to schedule a delivery appointment, unwillingness to unload per curbside delivery terms, or cosmetic issues that can be addressed with replacement parts — will be refunded the order total minus a 25% restocking fee and all shipping costs incurred by Park Supply Pro. Shipping invoices will be provided upon request.

Disputes and Chargebacks

We always aim to resolve issues directly with our customers. If a dispute arises regarding payment for products or services, it will be handled in the jurisdiction of New York County, New York.

In cases where Park Supply Pro has followed all published policies and a customer files a chargeback with their credit card company, we reserve the right to pursue collection efforts. The customer will be responsible for any collection costs and attorney fees associated with the claim.

Policy Updates

Park Supply Pro reserves the right to update or modify this Return & Refund Policy at any time without prior notice. We may also make exceptions on a case-by-case basis at our sole discretion when doing so benefits the customer, without affecting any other provision of this policy. The date at the top of this page reflects the most recent revision.