Support

 

SHIPPING

Where do you ship?

We deliver worldwide via DHL and FedEx, excluding the countries listed below:

  • Ascension Island
  • Bouvet Island
  • British Indian Ocean Territory
  • French Southern Territories
  • Heard & McDonald Islands
  • Johnston Island
  • Midway Island
  • Pitcairn
  • Tokelau
  • Tristan Da Cunha
  • Turkmenistan
  • Wake Island
  • Western Sahara

If you are shipping to the US or Canada, please use the US site or the CA site.

How long does it take and how much will it cost?

All Bouncepad products are configured to your exact specification and dispatched worldwide from our UK warehouse using FedEx and DHL. We offer free shipping for online orders over £100 when shipped to UK and EU*. If the order is under £100, a standard shipping fee of £8 will be charged for UK deliveries and £16 for EU*. For all offline orders and other locations, shipping charges are applicable and based on total weight and delivery address.

Please note we cannot ship to PO Boxes.

If you have questions about shipping costs or would like to arrange your own shipping, please contact us.

*For the full list of EU countries we offer free shipping to please click here.

Orders to the UK

Orders placed Monday to Friday, before midday (UK time) are usually shipped the same day on a next day service with DHL. Once your order has been scheduled for assembly, you will receive an email confirming the dispatch date. When your order is dispatched, you will receive a further email with your invoice and tracking information.

All orders being delivered to the UK are subject to the standard 20% VAT rate. No import duties or custom fees will be applicable, as all orders are shipped from the UK.

Orders to Europe

Orders placed Monday to Friday, before midday (UK time) are usually shipped the same day on a 3-5 working day road service with DHL. Once your order has been scheduled for assembly, you will receive an email confirming the dispatch date. When your order is dispatched, you will receive a further email with your invoice and tracking information. If you need your order quicker, you can upgrade your shipping to a next day service at checkout - price is dependent on delivery address and order weight. 

No import duties are applicable to orders being delivered to countries within the EU. We will however request your VAT number before dispatching the goods, to avoid charging you the UK VAT rate at 20%. Orders being delivered to Europe but to countries outside of the EU will be subject to local duties and taxes, which are the responsibility of the recipient - as laid out in our Terms of Business.

*Free shipping (for online orders over £100) to the following EU countries only:

  • Andorra
  • Austria
  • Belgium
  • Bulgaria
  • Croatia
  • Cyprus
  • Czech Republic
  • Denmark
  • Estonia
  • Finland
  • France
  • Germany
  • Greece
  • Guernsey
  • Hungary
  • Iceland
  • Ireland
  • Italy
  • Jersey
  • Latvia
  • Lithuania
  • Luxembourg
  • Malta
  • Monaco
  • Netherlands
  • Norway
  • Poland
  • Portugal
  • Romania
  • San Marino
  • Slovakia
  • Slovenia
  • Spain
  • Sweden
  • Switzerland
  • Vatican City (Holy See)

Orders to the rest of the world (Excluding Canada and US)

Orders placed Monday to Friday, before midday (UK time) are usually shipped the same day on a 3-5 working day service with DHL. Shipping cost is based on the total weight of the order and delivery address. Once your order has been scheduled for assembly, you will receive an email confirming the dispatch date. When your order is dispatched, you will receive a further email with your invoice and tracking information.

Orders will be subject to the local import duties and taxes and are the responsibility of the recipient, as laid out in our Terms of Business. The exact rate will vary depending on local customs rules. Please contact your local customs office for more information. If you choose to refuse the customs fee and the parcel/parcels are returned to Bouncepad, a shipping and handling fee may be deducted from your refund.

Express delivery

Express delivery is available to UK and EU and takes 1-2 working days when ordered before 2pm GMT on weekdays. Shipping cost is based on the total weight of the order and delivery address.

How do I track my order?

Once your order has been shipped, you will receive an email with your parcel tracking number. This will be sent to the billing email address along with your invoice.

 

RETURNS AND EXCHANGES

How do I return my order?

You can return any unused item within 30 days of purchase for a refund or credit. All items must be returned in their original condition including its packaging, parts and instruction manuals.

To start the return process, please email our Customer Care team at support@bouncepad.com and provide your order or invoice number. Providing your order is eligible for return we will email you a Returns Form which you will need to pack with the return items. 

Bouncepad will not cover the shipping costs to return the item but are happy to arrange this for you, costs will depend on the collection location. Please note that all returns need to be shipped to our London HQ.

All returned items are inspected on receipt to ensure they are in an un- used and re-saleable condition. If the product passes the quality check the refund or credit will be processed. Please note that shipping charges will not be refunded.

If the item is returned to us in an unsuitable condition, we reserve the right to not provide a refund or credit. If you want the items returned to you, we will request that you cover the delivery cost. Please note that Branding Boards and any product with Faceplate Branding, custom modifications, custom finishes are not eligible for a refund.

How do I exchange my order?

You can exchange any unused item within 30 days of purchase. All items for exchange must be returned in their original condition including its packaging, parts and instruction manuals.

To start an exchange process, please email our Customer Care team at support@bouncepad.com and provide your order or invoice number. Providing your order is eligible for exchange we will send a Returns Form which you will need to pack with the exchange items.

All items returned for exchange are inspected on receipt to ensure they are in an un-used and re-saleable condition. If the product passes the quality check the exchange order will be processed and dispatched. If the exchange order is of a higher value, you will need to pay the difference before the exchange order is dispatched. If the exchange order is of a lower value, the difference will be refunded.

Bouncepad will not cover the shipping costs to return the item for exchange but are happy to arrange this for you, costs will depend on the collection location. Please note that all exchanges need to be shipped to our London HQ.

If the exchange item is returned to us in an unsuitable condition, we reserve the right to not process the exchange. If you want the exchange items returned to you, we will request that you cover the delivery cost. Please note that Branding Boards and any product with Faceplate Branding, custom modifications, custom finishes are not eligible for an exchange.

What should I do if I lost the keys or I need to order an extra set?

We log the key number against every order so in the unfortunate event that you lose your key please email our Customer Care team at support@bouncepad.com and provide your order or invoice number and we will help you order a new set of keys.

Can I get replacement parts?

If you need to order any spare parts, such as the rubber corner pieces, please contact us  for pricing and to order.

 

ORDER ISSUES

I'm missing an item from my order, what do I do?

If an item is missing, please contact our Customer Care team at support@bouncepad.com with the order or invoice number and the missing item's name and product number. We will resolve the issue for you as quickly as we can. 

What do I do if I receive a faulty item in my order?

All our products are covered by a 12-month warranty and in the unlikely event that you experience a problem with one of our products we will be happy to either provide replacement parts, fix the item or replace the item. We will also cover and arrange all shipping costs.

To start the process please contact our Customer Care team at support@bouncepad.com and provide the order or invoice number and a brief description of the fault. Photos or videos of the fault would also be very useful and will help speed up the process.

What do I do if I received an incorrect item in my order?

If you receive an incorrect item in your order, please contact our Customer Care team support@bouncepad.com and provide the order or invoice number and the name of the correct and incorrect product. We'll get back to you as soon as we can and send you a replacement item as quickly as possible.

Can I cancel/amend my order after I've placed it?

Please contact us through our Chat support or customerservice@bouncepad.com to cancel your order and we will do our best to accommodate your request.