Search Site

Frequently Asked Questions

With Frequently Helpful Answers.


  • What is your return policy?

    + For stock items, returns are simple. Any item that comes in only one color palette is a stock item. Spring Riders are a good example. We want you to be delighted with your purchase. If you’re not completely satisfied with your order, we’ll promptly exchange or provide a merchandise credit for your return. Just contact us within 30 days of delivery acceptance. A Play Guru will confirm and arrange for your return. Freight charges and return freight charges are non-refundable, and returns are subject to a 20% restocking fee.

    + Any item that offers multiple color palette options is a custom item. Since it’s made to order, we can’t accept returns on custom items. We also do not accept returns on any item that’s been installed. But we do everything we can to make sure you’re thrilled with your purchase, custom or otherwise.

  • Can I return an item I’ve installed?

    We can’t accept returns on custom items or equipment after it’s been installed. Fortunately, these situations rarely arise – because we do everything we can to make sure order exactly what you need, and that you’re thrilled the results.

  • Who can I contact about making a return?

    How to get in touch with a Play Guru:
    + Between 8:30am and 4:30pm EST:
         + Launch a live chat
         + Call 844.228.9774

    + Anytime:
         + Request a Guru right here
         + Drop us an email:

  • What do I do if a part is missing or broken?

    Ugh. These things happen from time to time, and we know how frustrating it can be. If you notice something missing or damaged during the delivery, make a note of it on the carrier’s delivery paperwork. If you don’t notice until later, our Customer Service folks will be happy to help you.

    Monday – Friday, 8:30-4:30 EST:
    Call us at 844.228.9774
    or launch a live chat

    Or email us