Refund policy

We have a 30-day return policy for eligible products, which means you have 30 days after receiving your item to request a return.

Please note that large Outdoor Equipment products, including commercial playground structures and other oversized freight items, are not eligible for our standard 30-day return policy. If an Outdoor Equipment item arrives damaged, defective, or incorrect, please contact us as soon as possible so that we can review the issue and provide appropriate assistance.

To be eligible for a return, your item must be in the same condition that you received it, unused, with all original parts and accessories, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please contact us at sales@guidewill.com. Please do not send a product back without contacting us first. Once your return request has been reviewed and accepted, our team will provide the appropriate return location and return instructions based on your order and delivery region.

Our current return locations include:

U.S. East Coast Return Center
203 Route 73 S
Palmyra, New Jersey 08065
United States

U.S. West Coast Return Center
13611 Jurupa Ave
Fontana, CA 92337
United States

Canada East Return Center
1362 Tonolli Rd #2
Mississauga, ON L4Y 4C2
Canada

Please do not ship your return directly to any of the addresses above unless our customer service team has confirmed the return location for your order.

If your return is accepted, we’ll provide instructions on how and where to send your package and, where applicable, a return shipping label. Items sent back to us without first requesting and receiving return authorization will not be accepted.

You can always contact us with any return questions at sales@guidewill.com.

Damages and issues
Please inspect your order upon delivery and contact us as soon as possible if the item is defective, damaged, missing parts, or if you receive the wrong item, so that we can review the issue and provide an appropriate resolution.

For large Outdoor Equipment and freight shipments, we strongly recommend inspecting the shipment and packaging at the time of delivery whenever possible and documenting any visible damage with photos.

Exceptions / non-returnable items
Certain items are not eligible for return, including large Outdoor Equipment and other oversized commercial freight products under the standard 30-day return policy, custom-made or made-to-order products, special-order or personalized items, products that have been used, installed, assembled beyond what is reasonably necessary for inspection, damaged after delivery, or returned without their original packaging or components.

We also cannot accept returns on gift cards or items clearly identified as final sale at the time of purchase.

If you have questions about whether a specific product is eligible for return, please contact us at sales@guidewill.com before sending the item back.

Exchanges
The fastest way to receive a different product is generally to return the eligible item you have. Once the return is accepted, you may place a separate order for the replacement product.

For product-specific exchange questions, please contact our team before returning your item.

European Union 14 day cooling off period
Notwithstanding the above, if merchandise is being shipped into the European Union, you may have the right to cancel or return your order within 14 days as required by applicable law.

Unless otherwise required by applicable law, the item must be returned in the same condition in which it was received, unused, with all original parts and accessories, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return and let you know whether the refund has been approved.

If approved, the refund will be issued to your original payment method within 10 business days. Please remember that your bank, credit card provider, or payment processor may require additional time to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at sales@guidewill.com.