WillyGoat Refund Policy (Revised 5.19.2021):
Our Commitment to Customer Service:
WillyGoat is committed to providing fast and efficient service, but there may be instances when our customers would like to return or cancel their order or are eligible for a refund. The Refund Policy below is only intended to communicate when and how a customer is entitled to a refund. It is important that you read and follow the Refund Policy if you would like to receive a refund. Please call us at (888) 920-4628 or email us at help@willygoat.com with any questions about this policy -- we are happy to clarify.
Due to the high shipping costs of most WillyGoat products, actual shipping costs incurred by WillyGoat may be deducted from your refund, regardless of the shipping amount the customer paid. In all cases, refunds may take up to 2-3 business days to process.
Canceling an Order:
If you would like to cancel your order, please call us at (888) 920-4628 or email us at help@willygoat.com as quickly as possible with your concern.
Orders may be canceled by email or voicemail, but an order is not considered canceled until a cancellation confirmation email is sent. Please request a cancellation email if you’re canceling over a phone call.
Orders cancelled within 2 hours of being placed will not be subject to any fees. Two hours after an order is placed with a credit card or PayPal, you may be subject to a fee of 3.5% of your total order amount to cover transaction fees as well as any restocking and shipping fees outlined before, which will be deducted from your refund amount.
Wooden Swing Sets
If an order for a wooden swing set has already shipped, we may be able to have it rerouted back to our warehouse, but the customer will only be refunded the total amount of the order minus shipping fees incurred by WillyGoat and a restocking fee of 10% of the total order amount.
Electric Vehicles
Electric riding vehicle orders on backorder may be canceled within 5 days of the order being placed and avoid cancellation fees; after 5 days, a refund will be subject to a 3.5% fee to cover transaction fees. WillyGoat sends a confirmation email about any electric vehicles that are on backorder with the anticipated lead time.
Commercial Grade Products with Lead Times
Many commercial grade items are produced upon order with the lead times communicated on the product page. At WillyGoat, we do our best to communicate lead times for all of our products. Due to variations in demand and availability of raw materials, actual production lead times aren’t perfect and may vary from what is on the site.
After you place an order and it is processed, you will receive an estimated ship date via email. If that lead time is more than 1.5x the greatest lead time shown on the product page, the customer may cancel and receive a full refund. If the lead time is less than 1.5x the greatest lead time shown on the product page and is not already in production, you may cancel your order but it may be subject to a 3.5% fee to cover transaction costs. For example, if a product is estimated to ship in 6-8 weeks, the customer will be entitled to a full refund if the estimated ship date is more than 12 weeks from when the order was placed. No partial refunds will be given if the customer decides to proceed with the order.
Commercial orders that are made to order have lead times and production is scheduled around orders. If an item is already in production, it may not be able to be cancelled. As these items are made to order, they are not stocked in inventory and sold elsewhere.
If we are able to accommodate your cancellation while it is under production, it will incur a 25% cancellation fee that will be deducted from your refund amount. Items subject to this 25% fee include but are not limited to commercial grade play equipment, park site amenities, commercial grade swing sets, park benches/tables, and products where colors/stains/size options must be manufactured for a specific order. Please call us at (888) 920-4628 or email us at help@willygoat.com with questions regarding an item's custom status.
Canceling Installation
Installation orders cancelled within 2 hours of being placed will not be subject to any fees. Two hours after an order is placed with a credit card or PayPal, you may be subject to a fee of 3.5% of your total order amount to cover transaction fees, which will be deducted from your refund amount.
The lead times for installation and assembly vary depending upon the site zip code and installer availability. In cases when there may be multiple items shipped for installation, installation will take place once all items are delivered. Installations are scheduled on or around the date of shipment of the final item needed for installation. If a customer’s installation appointment cannot be started within 30 days of delivery of the final product to be installed, there will be no cancellation fee. For all installations paid with a credit card or PayPal, a fee of 3.5% of the installation price will be charged if the customer cancels installation that can be started within 30 days of the receipt of the product order. WillyGoat has a large installation network and reserves the right to reassign installation to another installer, if the initial appointment isn’t satisfactory for the customer.
Returning an Order
We love pleasing the customer, but sometimes the product needs to be returned. If a customer is not satisfied with their order, they may return it to WillyGoat under the following conditions:
- The product is unopened and returned within 30 days of shipping date.
- The product being returned was not manufactured upon order, which includes but isn’t limited to commercial grade play equipment, park site amenities, commercial grade swing sets, park benches/tables, and products where colors/stains/size options must be manufactured for a specific order. Please call us at (888) 920-4628 or email us at help@willygoat.com with questions regarding an item's custom status.
Returning damaged items requires pictures upon delivery and marked so upon delivery.
To return a wooden swing set and other residential items, the customer is responsible for choosing their own transportation service and paying to ship to either our warehouse located in Monroe, Louisiana, or the manufacturer, determined by WillyGoat. Upon receipt, inspection and seeing no damage by WillyGoat or manufacturer, the customer will receive a refund of the total order amount minus a restocking fee of 10% of the purchase plus all shipping costs incurred by WillyGoat, regardless of what the customer paid for shipping. Receipts for shipping costs may be provided by WillyGoat upon request by the customer.
Returning commercial grade playground or park equipment will depend upon the manufacturer’s process and a refund will be issued for the total order amount minus a restocking fee of 25% of the purchase plus all shipping costs incurred by WillyGoat, regardless of what the customer paid for shipping. Receipts for shipping costs may be provided by WillyGoat upon request by the customer.
Be sure to keep your tracking number for your return as shipping warehouses are busy operations with a lot of shipments and paperwork. WillyGoat does not assume responsibility for misdirected or lost shipments/parts or damaged/lost parts in transit from the customer in the return shipping process.
Rejecting a Shipment due to Damage or Otherwise
Please review our Shipping Policy for more information about receiving a shipment from WillyGoat. In many cases, a customer may want to accept delivery of their shipment with slight damage. In the odd case where the order has been severely damaged in transit by the freight company, the customer may reject a shipment. If the customer has followed the shipping guidelines and policies from the Shipping Policy and emails sent to the customer, contacted and sent pictures to WillyGoat, and decided to reject a shipment due to damage in transit, they may be entitled to a replacement product at no cost or a full refund. It may take 3-5 business days to review all of the information and process a refund.
Shipments that have been rejected due to transportation company’s inability to schedule a delivery appointment with the customer, customer is unwilling to unload according to the curbside service provided, for addressable cosmetic damage described in the Terms of Service, or for any other reasons unrelated to damage to the product will be refunded the full amount of the order minus a restocking fee of 25% of the purchase and all shipping fees and costs incurred by WillyGoat, regardless of what the customer paid for shipping. Shipping invoices may be provided by WillyGoat upon request by the customer.
Disputes, Chargebacks, and Fraudulent Orders
All disputes arising out of payment for services will be handled in the jurisdiction of Jefferson County, Alabama. In the event WillyGoat has to obtain outside resources to acquire payment for products and/or services rendered, the customer will be responsible for any collection costs and attorney fees associated with the claim.
In cases where WillyGoat has followed all of its published policies and the customer has still filed a chargeback with their credit card company, WillyGoat reserves the right to proceed with collection efforts and/or pressing charges for fraudulent purchases with local authorities.
Exceptions and Revisions
At its sole discretion, WillyGoat may make exceptions to specific sections of the Refund Policy on a case-by-case basis only to the additional benefit of the customer without nullifying or changing any other part of the Refund Policy.
In order to continually clarify and update for changes in products and services, the Refund Policy is subject to change without prior notice at the sole discretion of the Company. The date of the latest revision should be at the top of the Refund Policy.
