Frequently Asked Questions
Shipping
How long does shipping take for Active Play products?
Most Active Play products from The grOH! Shop are custom and manufactured to order.
Please see 'Production Timelines You Can Expect' below for more details.
We appreciate your understanding and patience as we create our one of a kind, high-quality products for you!
Monkey Bars: 2-3 weeks
Pipe Climbers: 2-4 weeks
Climbing Panels: 2-4 weeks, via freight
(Ascend, Excel, & Discovery Panels)
Dynamic Panels: 8-10 weeks, via freight
Climbing Holds: 2-3 weeks
Foam Pits: 5-8 weeks, some via freight
Foam Cubes: 5-8 weeks, some via freight
Safety Mats: 5-8 weeks
Carpet-Bonded (Cheer) Mat: 6-10 weeks
Swings: 7-10 business days
Climbing Rope: 1-2 weeks
Rope Ladder: 2-4 weeks
Cargo Net: 2-4 weeks
Rope Tunnel: 2-4 weeks
Slides: 4-6 weeks, via freight
Updated October 2024
How long does shipping take for everything else?
Please reference each product page for more information on shipping timelines.
Looking to coordinate deliveries for a larger project? Let us know!
Will all of my products arrive at the same time?
We utilize a variety of shipping methods, including FedEx, UPS, USPS, DHL, and freight services, to deliver orders to our customers.
Your order may arrive in multiple packages.
When each part of your order ships, you will receive tracking information!
How much will shipping cost?
Freight Shipping: Items that ship via freight will be calculated at checkout based on location and order size.
Ground Shipping: Shipping is calculated at checkout for all applicable products.
To our wonderful Canadian customers: Please note shipments into Canada may have entry taxes. The grOH! Shop cannot estimate these taxes. The grOH! Shop is not liable for any entry or import taxes or coordination of receiving these products; all taxes and/or fees and final coordination of receipt of products will be the responsibility of each consumer.
Do you ship outside the USA?
At this time, we offer shipping to Canada, but do not offer international shipping beyond Canada. However, please continue to check in about our international shipping abilities. We are continuously striving to make access to quality playroom products available to all.
To our friends in Alaska, Hawaii, and US territories: We can absolutely fulfill orders for you! We will create a custom bid for you! Please reach out to us at shop@grohplayrooms.com!
Please note that Climbing Panels are not available to ship to Canada, Alaska, or Hawaii.
Can I rush my order?
We are currently unable to offer expedited shipping for our custom manufactured products.
What is freight shipping? How do I receive it?
Freight deliveries are very different from UPS, FedEx, or USPS.
Freight shipping means your product comes on a pallet. You need driveway/ground or loading dock access.
For items shipped via freight, such as climbing panels or foam pits, the freight company will contact you to schedule a delivery window. You'll be asked to inspect the delivered products upon arrival to either ACCEPT or REFUSE the delivery.
In the event of a damaged product delivered via freight, DO NOT SIGN or ACCEPT the delivery. There will be a delivery receipt that will have carbon copies. DO NOT SIGN the form to accept the delivery without inspecting all of the products first. Significantly damaged products should be REFUSED. Thoroughly document any damage with photos and video (if applicable) and submit all photos, videos, and a copy of the delivery receipt to The grOH! Shop at shop@grohplayrooms.com within 48 hours of attempted delivery.
My Order
How can I cancel my order?
Everything in our shop is custom, and manufactured to order! However, we know that sometimes things happen and you may need to cancel or change your order. More than 24 hours after order placement, we cannot cancel or modify it. We apologize for any inconvenience this may cause.
We hope you understand that we have this policy in place to ensure that our customers receive their orders as quickly as possible. We appreciate your understanding!
Can I return products from my order?
All sales from The grOH! Shop are FINAL; therefore, we do not offer returns or exchanges for products, except in the case of damaged or defective products upon arrival.
We're here to help! Prior to your placing your order, if you have questions about products, quantities, etc. please reach out through our contact form or to shop@grohplayrooms.com.
What if part of my order arrives damaged?
If you receive a product that is damaged or defective, we will work with the manufacturer to resolve the issue promptly. To be eligible for replacement products, you must report any damages noticed in products within 48 hours of receiving them. Please inspect your packages immediately upon receipt.
In the event of a damaged or defective product, please notify us by submitting the form on our website within 48 hours of receiving the product. We will require photos of the damage to facilitate the investigation.
I need customer service, how do I get in contact with you?
You can reach us through the Contact Us page, or via email at shop@grohplayrooms.com!
We can typically return all contact requests within 5 business days!
General
Do you do custom sizes for any products?
Definitely! Request a custom size of a product on our Need a Quote? Page or at shop@grohplayrooms.com!
Can you help me design my room?
Of course! We'd love to partner with you through any of our services! Explore our Design Services here!
Can you recommend any contractors?
The grOH! Shop serves a widespread community, therefore we do not provide assistance finding, vetting, or bidding contractors.
If you need full design and installation support, please peruse grOH! Playrooms' Bespoke Design service offering here!
Do you offer trade, non-profit, educator, or military discounts?
If you're interested in a Trade Partnership, check out our Partners in Play Program!
We are actively working on a discount for non-profits, educators, and military families. If you would like to reach out to discuss your specific project or need, please email us at shop@grohplayrooms.com or through our contact page.
Products & Installation
Can I install everything myself?
Every product in The grOH! Shop is DIY-friendly!
However, we recommend any gross motor products (climbing panels, monkey bars, etc.) be installed by an experienced, licensed, and insured general contractor.
Please see our Installation Resources for guides, tips, and more!
How do I install all of the gross motor products?
Please see our Installation Resources for guides, tips, and more!
As a reminder, we recommend all gross motor products be installed by an experienced, licensed, and insured general contractor.
Is hardware included in shipment?
Please see individual product pages for the hardware included with your purchase.
Guidance and instructions for fasters/hardware are in each Installation Guide and readily available at your local hardware store.
Meanwhile, grOH! recommends you work directly with a licensed and insured general contractor to determine the best installation technique for your unique space.
The grOH! Shop does not sell ceiling mounts or swing hookups. Check out our favorite Swing Hookup. Additional options are likely available at your local hardware store.
The grOH! Shop is not liable for customer selection of hardware and its proper and safe installation.
What's the maintenance on a Foam Pit? How long will the Foam Cubes last?
Our foam pits are made of the highest quality foam and vinyl. The only maintenance for your foam pit is to remove the cubes every few months and vacuum the foam cube dust that has settled to the bottom. A damp cloth or non-abrasive cleaner should take care of any additional surface cleaning of your foam pit.
The foam cubes are rated for commercial use, they really stand the test of time and use. Rotate your foam cubes in your foam pit so they get even use and wear every few months (also a great time to vacuum your foam pit!) However, if your foam cubes begin to show wear and tear, they can be either relocated to lower in the foam pit or removed from play.
Murals & Color Palettes
What do I get when I order a mural?
You immediately receive a digital download with the two unique color palettes curated for the mural, a paint purchasing guide, and two high resolution file options for you to project onto your walls!
How can I use the color palettes?
We have several designer-curated palettes to help you make confident color choices for your space!! This includes 6 core colors as well as additional colors to round out your palette or for you to swap with of the main 6!
Our favorite white and black paint colors are also included to best compliment your palette.
Palettes were chosen by our mural artists for specific murals but are wonderful for any space and any mural!!
Can I get a custom color palette?
Stay tuned for more color palette launches!
If you're looking for a color palette totally unique to you and your family, consider a grOH! Playrooms E-Design and receive a complete plan for your space from the experts!
What do I need to paint the murals?
You'll need: a projector, drop cloth(s), paint, brushes (rollers for bigger areas), baby wipes/paper towels (for whoopsies!), and a step ladder, check out our Mural Resources for more info and supplies we recommend!
Do I need to hire a Muralist?
grOH! Murals are totally DIY-friendly! We have even curated some murals to have a multiple levels of difficulty. This way, the spirit of the mural is available for everyone's unique abilities!
It's up to you if you would like to outsource to a professional muralist. We love to support our local artists!
I can't find my download, where is it?
Your downloads are sent to your inbox immediately after purchase and they are accessible through your grOH! Shop account!
If you are still having trouble accessing your download, please let us know at shop@grohplayrooms.com!
