Returns/Cancellations
CANCELING A RECENTLY PLACED ORDER
As long as an order has not been processed, your order can be canceled (processing time is typically 5 business days). Orders cannot be canceled after shipment has already occurred, or if the item is in mid-route.
In order to cancel your order, you must speak to a customer service representative at (480) 696-5220 Our offices are open M-F, 9am-5pm PST. Any order cancelation is subject to a credit card processing fee up to 6% of the transaction amount.
Please be certain about the status of your order, as it is often impossible to stop a shipment that already has a tracking number placed on it. Please have a copy available of all receipts from your order, when you call so that we can locate it right away.
RETURN POLICY AND CREDITS
Except for any products designated on the Site as non-returnable, we will accept a return of the products for a refund of your purchase price, less the original shipping and handling costs, provided such return is made within 15 days of the shipping date and provided such products are returned in their original packaging as well as with the original packing slip. To return products, you must call (480) 478-1031 or email our Returns Department at ruffhouseinventory@gmail..com to obtain a Return Merchandise Authorization (“RMA”) number before shipping your product. No returns of any type will be accepted without an RMA number. Please note, custom playsets are non-returnable. All custom orders are final when Ruffhouse sends your order confirmation.
You are responsible for all shipping and handling charges on returned items. You bear the risk of loss during shipment. We therefore strongly recommend that you fully insure your return shipment against loss or damage and that you use a carrier that can provide you with proof of delivery for your protection. All returns are subject to a 10% restocking fee.
Refunds are processed within approximately three business days of our receipt of your merchandise. Your refund will be credited back to the same payment method used to make the original purchase on the Site. Again, we offer no refunds on (1) any products designated on this site as non-returnable and (2) any custom order.
REFUND INFORMATION
Orders returned do not receive shipping or installation reimbursements and are charged the actual shipping costs, to and from our warehouse. If a returned item was a “Free Shipping” item from us, then the refund for the product will be minus the actual shipping charges. *Please save a copy of all warranty, receipts, and delivery receipts for your records.
REPLACEMENT PARTS FOR CONCEALED DAMAGE/DEFECT OF FREIGHT
As an unavoidable part of the shipping industry, sometimes packages arrive damaged or defective, or with missing parts. At RuffHouse Play Systems we guarantee you will receive all parts – correct and functioning properly. All replacement part orders are shipped standard ground delivery (regardless of the initial shipment type) unless the consignee chooses to pay for the difference in expedited shipping.
If your item was sent via freight truck and it was signed for and accepted, the order cannot be returned unless shipping is paid both ways by the customer and the item has not been opened or used/installed. If there is damage, part error, or loss in delivery, your replacement parts will be issued. *Please save a copy of all warranty, receipts, and delivery receipts for your records.
REPLACEMENT SHIPMENTS FOR DAMAGED ORDERS
If an order is refused at time of delivery due to damage, RuffHouse Play Systems will resend a new package out as soon as the damaged item is returned to our warehouse. The order must be canceled with a RuffHouse Play Systems customer service representative over the phone to avoid having a re-shipment. Please call our offices immediately if this situation occurs. *Please have a copy of all warranty, receipts, or delivery receipts when you call.
