Returns + Cancellation

Returns + Cancellation

Every piece we offer at Smart Playrooms® is carefully chosen and made to order for your family. That’s why all sales are final, and orders can’t be returned or canceled once they’ve been processed. Our full policy is below, and we’re always happy to help.

HOW YOUR ORDER IS FULFILLED

We work with a group of specialty makers across North America, Europe and Canada. Each item is made by its own manufacturer and shipped from that manufacturer’s location. So if you order several pieces, they’ll likely arrive on different days, in separate shipments, with separate tracking. Larger pieces, like rock wall panels and custom foam pits are delivered by a freight carrier. Lead times differ from one manufacturer to the next, and we’ll keep you updated along the way.

CAN I CHANGE OR CANCEL MY ORDER?

We process orders Monday through Saturday, excluding holidays. Most orders are processed within one business day and sent straight to the manufacturer, who starts making your piece right away. After an order has been processed, it can’t be changed or canceled. Please review your selections, sizes and colors carefully before you check out. If you have any questions before ordering, we’d love to help.

CAN I RETURN MY ORDER?

Because every item is made especially for you, our products are not returnable. We also follow each manufacturer’s own policies, which keeps every order handled consistently and fairly.

WHAT IF MY ITEM ARRIVES DAMAGED OR INCORRECT?

In the rare case that something arrives damaged, or you get the wrong item:

• Inspect your delivery when it arrives. For freight deliveries, write any visible damage on the delivery receipt before you sign.
• Take photos within 24 hours of delivery. Include the item, the packaging and the shipping label, and email them to shop@smartplayrooms.com with your order number.
• Keep all the original packaging until your claim is resolved.

We’ll work directly with the manufacturer to make it right.

QUESTIONS ABOUT YOUR ORDER?

Our team is here for you. For any question about an order, including status, tracking, delivery or anything else, email shop@smartplayrooms.com.

Updated 11/02/2026