SwingSetMall.com COVID-19 Update

Dear valued SwingSetMall.com customers,

These are extremely challenging times for our nation, and indeed the world. The COVID-19 pandemic is having a widespread effect on our health, our economy, and our normal ways of life.

Now more than ever, children are playing in backyards, and their playsets need to be kept in safe operating conditions. Routine maintenance and repairs are essential to playground safety. Cracked slides, broken chains, brittle swing seats, and rusted swing hangers, are all signs that your parts need replacing. At SwingSetMall.com, we are working in a limited capacity to maintain order fulfillment so that you can get the replacement parts needed to keep your playground equipment running smoothly.

OUR PRESENT CHALLENGES

Due to the COVID-19 restrictions throughout the country, with schools being closed, kids at home, and public parks being shut down, there has been an unprecedented surge in interest and orders for backyard playground equipment. This has impacted our business in the following ways:

  • Order volume has exceeded our small company's capacity to keep up with reasonable shipping lead times. This is true of every single supplier we partner with for fulfillment. MOST orders are taking longer to ship than expected.
  • Members of our staff are working 10-16 hours a day, 6-7 days a week. Even still, we are barely able to keep up with order processing, phone calls, voicemails, and emails. Please know we are doing our absolute best to serve our customers but response times to emails, calls, and voicemails is taking longer than ideal.
  • As this is a completely unique situation, we do not know how long this high order volume will last. This makes it hard for us to plan accordingly for staffing and inventory.


HOW YOU CAN HELP US

  • Please understand that these are extraordinary times. Before the COVID-19 situation we had very reasonable ship times and customer response times, but these are not normal times. We are not a massive company like Amazon or Walmart with the ability to easily scale to meet this demand. We want to THANK YOU in advance for your patience and understanding.
  • Before you place an order, check the current lead time expectation listed on the product page (see more on this below). This lead time is when the product is likely (not guaranteed!) to ship, and does not include transit time to your location. If you cannot wait this long for the product, please do not place order. Also note that the lead times are frequently changing. We are doing our best to update the website to reflect the current shipping timeframe for each product.
  • Please know we are processing orders as fast as possible. We cannot make your order ship any faster. If you are unable to wait for an item, the best option is to cancel the order and we will offer you a full refund.
  • Before you contact us about your order status, please confirm that the lead time for the product has passed. If you can patiently wait a few more days before contacting us, many times the item will ship in that period. You will receive an email when your order ships, so ultimately there is no need to contact us to see if it has shipped.
  • There is no need to contact us multiple times. In fact, multiple emails, phone calls, and voicemails makes it more difficult for us to serve you and other customers. We truly appreciate your patience as it may take us longer than usual to respond to your request.

 

To address questions you may have about your order and our business at this time, please read through the following information.

Our staff safety and health
During this pandemic, our team's health and safety is a top priority. We have some staff working from home if possible and a limited number of people working to keep your orders shipping without significant delay. We are following the guidelines for social distancing and taking extra measures to keep our work environments thoroughly sanitized.

Are we still shipping?
Yes. The majority of products we carry remain available for purchase and are still shipping out. We work with suppliers all over the country to offer a wide range of playground parts. Certain states have restricted shipping operations and this has made fulfillment or procurement of products from some warehouses unavailable. In cases where an item is unavailable for an unknown period of time due to the coronavirus related restrictions, we have marked those products out of stock. Items that are still marked in-stock and have the "add to cart" button option continue to be available for shipping, however, due to the extremely high volume of orders right now, some products may run out before they can be marked out of stock on the website. In such cases we will do our best to notify you as soon as possible.

Can products be backordered?
Unfortunately, no, we are not allowing backorders at this time. Due to the extremely high order volume and the fast-changing situation with inventory across all warehouses, we do not want to sell items without knowing that they will be available to ship within a reasonable timeframe. If an item is out of stock, please note the expected in-stock date available on the product page and check back in on the website around that date.

Will my order be delayed?
Due to extremely high order volume and limited operations, your order may be delayed. This depends on the items purchased as lead times vary per product. Please pay careful attention to the expected lead times provided on the product page (example highlighted below), and note that your order may be delayed beyond the listed timeframe by a few business days. We are constantly updating the website to provide accurate lead times as they change.

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How can I find out the status of my order?
You will receive an automated email after your order has shipped out. Please check the individual lead times per product on your order before contacting us about the status of your order. If it is beyond that timeframe, feel free to reach out to us by email and we can check the status for you and provide an update.


We thank you in advance for your patience and understanding! Please bear with us on the extended lead times due to limited shipping capacity and high volume.

Due to the fast evolving situation across our country, shipping times and product availability are subject to change. Our priority is to keep you alerted to any changes that may affect your order. We will contact you if a product becomes unavailable for an extended period of time or runs out of stock due to the currently high demand.

Our thoughts and prayers go out to those suffering from this pandemic and for the healthcare workers on the front lines. It is so inspiring to see the country coming together to defeat this virus, which we WILL do in time!

We are incredibly grateful for your business and support! From our family to yours, play safe and stay healthy!

 

- The SwingSetMall.com team

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