Shipping + Delivery
Processing Times
Orders are reviewed and processed within 1 business day of being placed. Orders submitted outside of business hours will be processed on the next working day. Orders placed over the weekend or on public holidays will be processed on the next business day.
Lead Times
Delivery timeframes vary depending on the product category and whether the item is made to order.
- Standard soft play sets, ball pits and inflatables: approximately 2–4 weeks
- Fences and mats: approximately 35 working days
- Commercial products and custom-made items: approximately 8–10 weeks from order placement to delivery
Please note that all lead times are estimates and may vary depending on manufacturing schedules, seasonal demand, customs clearance, and carrier performance.
Shipping Costs
Shipping arrangements vary depending on the size, weight, destination, and product category purchased.
Many products include delivery within the continental United States; however, certain oversized, commercial, custom-made, or freight-shipped items may require additional shipping charges.
Where additional freight costs apply, these will be confirmed prior to order acceptance and processing.
For international orders, please contact us for a shipping quotation before placing your order.
Our Couriers
All orders are dispatched using a tracked service and will arrive via USPS or another courier/logistic partner. Items are shipped directly from warehouses in Poland, Latvia & China.
Please keep in mind that transit times are estimated and are not guaranteed, however the majority of our parcels arrive on time. Thank you in advance for understanding that we are not responsible for delays by customs, or other circumstance that may delay your order.
Packing & Handling
Due to the size of many of our items your order may arrive in separate parcels. So don't be alarmed if one of your items arrives and not another - it will be arriving very soon!
Delivery Delays
We are not responsible for delivery delays due to shipping delays with carriers, including customs hold ups, weather, delivery locations being inaccessible, packages that were delivered to the incorrect address, or other unforeseen circumstances. While we do our best to ship your item in a timely manner, we do not have control over your delivery once it is in the hands of the carrier. If your order has not arrived within the stated timeframe, please get in touch at shop@thesoftplaycompany.com and we will look into this for you.
Unsuccessful deliveries will be held at your local delivery office for 7 days. If the item is not collected it will be returned to us and a refund will be processed (less delivery charges). We reserve the right to refuse redelivery or future orders you might place in the case of repeated delivery failure.
Taxes, Duties & Excise
For international shipments, taxes are calculated according to your shipping destination. Customers are responsible for all import/customs/local tax fees that may be incurred upon receipt of your package.