GENERAL INFORMATION
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
Shipping Costs
If are any costs, they are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.
Delivery
In general, all shipments are in transit for 2 – 5 work days.
Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.
Items Out Of Stock
If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.
Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.
Taxes
It might be additional taxes and it will appear on the check-out.
Cancellations
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.
Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
Returns
Upafamily will happily accept returns due to change of mind as long as a request to return is received by us within 14 days of receipt of item and are returned to us in original packaging, unused and in resellable condition. More information at Return policy.
ADDITIONAL INFORMATION
UpaFamily all products are packed in fully recyclable packaging. Following the 4 R’s (Rethink, Reduce, Reuse, Recycle) movement we are committed to reducing our carbon footprint wherever possible. We encourage you to reuse packaging and to create something fun.
If you wish to receive your order before a specific date, please contact us by email or leave a note during check-out. We will always do our best to dispatch orders as fast as possible. Please remember that once your order is dispatched, delivery times are outside of our control.
Please ensure that your delivery address is complete and correct. If your order is taken to a collection center, please pick it up within the designated time frame. If a parcel is returned to us, you will be held responsible for the return shipping fee and/or any other postage fees required to send the item back out to you.
The climbing triangle and arch is shipped disassembled, we provide the assembly instruction and everything you will need for assembly. Due to it’s size and weight we may have to dispatch the order in multiple boxes with separate tracking numbers that you will be provided. Our couriers cannot deliver to PO boxes.
WARRANTY
UpaFamily is committed to providing highest quality products that are build to last. Each of our products goes through a multi-level quality check before shipment. It is your responsibility to inspect the items upon arrival. We always strive to do our best, and help with any issues you may experience.
Our warranty guarantee covers the replacement or repair of any product that has a manufacturing or material defect that is not the result of normal wear and tear, user generated damages or a natural characteristic of the material used. Any alterations done to the equipment result in the warranty being voided.
FAQ
What if my package gets damaged during delivery?
As soon as you receive a dented box or open a package only to discover broken merchandise, get to work. Take pictures to document the condition of the delivery when it arrived — we need proof to send a claim to the courier company. If the item is brought into your home as opposed to being left on your porch, inspect it for damage before you’re asked to sign off on the delivery. Please send us photos of the damage to the support@upafamily.com and we will contact you as soon as possible to resolve the issue. UpaFamily cannot take responsibility for breakages once the items have been used.
What if I did not received all items?
Actually, triangle, arch and ramp travel in separate boxes. Usually they come at the same time, but sometimes one parcel arrives separately. If you won’t receive shipment more than week after first parcel delivery, we will find out with courier company what’s happened. In case the parcel gets lost we will send you new parcel.
CONTACT US
For all customer service enquiries, please email us at support@upafamily.com