Citadel

WHAT ARE LEAD TIMES?

The "Lead Time" is the amount of time that a manufacturer needs to have the ordered product ready for shipping to the customer.

You find the "Ships In" lead time located above to the right next to the SKU No. and above where the price is displayed for this specific product.

If you are unable to locate the Lead Time, or no lead time is shown kindly give our office a call to obtain the most up-to-date lead time information for a particular product.

SHIPPING TIMES:

Please understand that many of our commercial play equipment items are custom-made to order.

We appreciate your patience and are there to help you make sure that the ground is prepared for the arrival of your new playground, play element or amenity product with either expert advice from our local representative or installation team.

Once your order has been shipped, you will receive a tracking number along with other important instructions for unloading. Read the instructions carefully and if you have any questions please call the office on our toll free number so we may assist you.

It's important to note that the estimated ship dates provided are our best approximation and are not guaranteed. Transit times can vary and may take up to 10 days.

Keeping in touch with the office or your rep can really help as they have a pretty good idea as to when products will arrive in their local area and any bottlenecks or issues that might occur.

Our staff and reps have solved many varying issues over the years and most problems are usually easily averted with communication.

RECEIVING YOUR PLAYGROUND OR AMENITY PRODUCTS:

To ensure a smooth delivery process, we provide shipping instructions for every order with no matter how complex the shipping requirements are.

Unless you have a readily available loading dock, the equipment will be delivered via curb side delivery.

For large commercial play systems, having a forklift for unloading is highly beneficial and widely recommended in the industry.

While there are instances where crates and pallets can be manually dismantled and unloaded, utilizing a forklift is generally the quickest and preferred method according to trucking companies to avoid potential detention charges (for unloading that exceeds 3 hours).

WHAT TO DO IF YOU HAVE ANY ISSUES:

We encourage you to take advantage of our experienced representatives and installation team who can provide expert advice and assistance.

No matter the question or perceived problem, at least one or two people in our company have probably solved it before, so please don't hesitate to ask.

IN CONCLUSION:

If you have any further questions or require additional information, please do not hesitate to reach out. Our team is here to assist you every step of the way!

Please see our FAQ and Shipping Policy for more information.

SHIPPING:

At BPS, we are dedicated to offering our customers a seamless and cost-effective shipping experience. We provide various shipping options, and our charges are determined based on factors such as item size, weight, shipping distance, delivery location accessibility, and chosen shipping method.

SHIPPING OPTIONS:

Please note that we do not ship orders to PO boxes. Most of our products are large items that are shipped through "LTL" (less-than-truckload) freight, with curb side delivery at the shipping address. LTL freight is the most cost-efficient method for transporting large items within the contiguous United States. Orders are shipped Monday to Friday (excluding Federal holidays), usually taking 3-10 business days for transit. Orders are not processed or shipped on weekends (Saturday and Sunday), unless arranged in advance. The exact arrival time of an order cannot be guaranteed. Any shipping or transit time provided by Bliss Products & Services, Inc. or other parties should be considered as an estimate only. For accurate lead and delivery times, please contact our office directly. We recommend placing your order in a timely manner to prevent delays due to shipping or product availability.

For very large items like playground equipment, they may be shipped via dedicated truck/van known as an "FTL" (full truckload) freight shipment. FTL shipments have shorter transit times and typically provide door-to-door delivery. Regardless of the checkout presentation, BPS reserves the right to ship orders with numerous and/or large items via FTL freight or dedicated truck/van.

Smaller parcels may be shipped through FedEx, USPS, or UPS Ground services, depending on the availability at the point of origin, regardless of what is displayed during checkout.

Orders in stock received by 1:00 PM CST are usually processed within 1-2 business days. However, please note that certain items such as large playground structures, benches, tables, and other Playground and Amenities products may have lead times due to manufacturing considerations. Lead times are typically indicated with the product being sold, but if your order is time-sensitive, please contact our office for verification. It's important to note that items shipped with "Free Shipping" do not necessarily mean that the shipping cost was borne by BPS. For any inquiries regarding refund amounts for shipping, please refer to our refund policy.

For the delivery of large items like commercial playground equipment, wooden swing sets, trampolines, and park equipment, shipping companies use freight. Curb side delivery is the standard option for these types of shipments. Here are some key details about curb side delivery:

• The freight is delivered by a large tractor/trailer equipped with a step and handle for easy access to the trailer.
• The delivery date and time will be scheduled by the freight company, and it's essential to have someone present to inspect and unload the shipment. If the shipment is going to a commercial business, the delivery will only be scheduled upon request.
• Requesting a call from the freight company 30 to 45 minutes before arrival can help you prepare and avoid unnecessary wait times.
• Please note that liftgate services are not included in the shipping costs unless specified during checkout. The freight company may suggest purchasing liftgate services, but in our experience, these services often come with an additional fee ($150-200 per delivery).
• With curb side delivery, the driver is responsible for delivering the shipment to the curb and providing access to the trailer. While not obligated, the driver may assist with unloading if a tip is offered.
• Large items are typically bundled, crated, or placed on a pallet. Expect to receive multiple boxes for larger orders. It's advisable to have staff available at the delivery location or enlist the help of friends or neighbors for unloading when receiving an order at home.
• Basic tools such as a box cutter or pocketknife may be needed to open plastic wraps and banding. In some cases, a crowbar or power drill may be necessary to open crates.

REFUND POLICY:

If an item is damaged during transit, please contact us within 48 hours of receiving the shipment to report the damage. Providing photos of the damaged item(s) and packaging will assist us greatly in processing the claim with the transportation company. To provide a full refund or exchange, we will need to file a damage claim. If the damage is minor and can be resolved with a replacement part, we will send you the necessary part free of charge. However, if the damage is significant, we will provide you with a return shipping label so that you can return the item(s) to us for a full refund or exchange.

If you wish to return an item for any reason other than damage during shipping, please notify us within 30 days of receiving the item. The item must be in new, unused condition and in its original packaging. Please be aware that you will be responsible for the cost of return shipping, and a restocking fee may apply.

CANCELLATION POLICY:

If you decide to cancel an order, please contact us as soon as possible. If the order has not yet been shipped, we will cancel it and provide you with a full refund. However, if the order has already been shipped, you will need to follow our return policy outlined above.

INTERNATIONAL SHIPPING:

Currently, BPS only ships within the contiguous United States. We do not ship to Alaska, Hawaii, or international locations.

CONCLUSION:

We aim to provide you with all the necessary information to make an informed decision when placing an order with BPS. Our goal is to offer the best shipping options at affordable prices while ensuring a smooth delivery process. We understand that shipping large items can be challenging, but we are here to assist you every step of the way. If you have any questions or concerns regarding our shipping policy or your order, please don't hesitate to contact us. We are always ready to assist you.

For any further questions or assistance, please reach out to us at 1.800.248.2547.