Welcome to Gibbon Store’s FAQ page! We’re here to make your family playtime shopping experience as smooth as possible. Below you’ll find answers to our most common questions about products, shipping, payments, and more.
About Our Products
What types of products does Gibbon Store specialize in?
We specialize in active family play equipment that promotes movement, balance, and outdoor fun! Our product range includes:
- Balance bikes and equipment
- Backyard games (beach tennis, badminton, air hockey)
- Billiards and dart equipment
- Active play accessories (helmets, catching games)
- Family board games
Are your products suitable for all ages?
Absolutely! We carefully select products that offer fun for the whole family. Many items like balance bikes and catching games are perfect for kids, while our billiards equipment and dartboards provide entertainment for teens and adults. Each product page includes recommended age ranges.
How do I choose the right size balance bike?
Our balance bikes come in different sizes based on your child’s inseam measurement. When standing over the bike, your child should be able to place both feet flat on the ground with a slight bend in the knees (about 1-2 inches of clearance). Need help? Email our play experts at [email protected] with your child’s height and we’ll recommend the perfect fit!
Ordering & Payment
What payment methods do you accept?
We accept all major credit cards including Visa, MasterCard, and JCB, as well as PayPal for secure checkout. All payments are processed through our encrypted system for your protection.
Is my payment information secure?
Your security is our priority! We use SSL encryption and never store your full payment details on our servers. For added security with credit card payments, we comply with all PCI DSS standards.
Can I change or cancel my order after placing it?
We process orders quickly to get your play gear to you fast! If you need to make changes, email us at [email protected] within 2 hours of placing your order and we’ll do our best to accommodate your request.
Shipping & Delivery
What shipping options are available?
We offer two great shipping choices to get play to your doorstep:
- Express Play Delivery (10-15 days via DHL/FedEx) – $12.95 flat rate worldwide
- Free Global Delivery (15-25 days via EMS) – Free on orders over $50
Do you ship to my country?
We ship worldwide from our Anchorage hub! However, some remote regions and parts of Asia may have restrictions. During checkout, our system will confirm if we can deliver to your location. If you have specific questions, our play experts are happy to help at [email protected].
How can I track my order?
Once your order ships, you’ll receive a confirmation email with your tracking number and carrier information. For Express Play Delivery (DHL/FedEx), you’ll get real-time tracking all the way to your playground! EMS tracking is also available though may have fewer updates in some regions.
Returns & Exchanges
What is your return policy?
We want every play experience to bring joy! If you’re not completely thrilled with your purchase, you may return it in original condition within 15 days of delivery for a full refund (minus original shipping costs). Some exceptions apply for safety items like bicycle helmets which must be unopened in original packaging.
How do I start a return?
Simply email our customer play team at [email protected] within 15 days of receiving your order. Include your order number and reason for return, and we’ll send you return instructions. For your convenience, we recommend using a trackable shipping method for returns.
What if my item arrives damaged?
We take great care with our Play-Ready Packaging, but if your item arrives damaged, please contact us immediately at [email protected] with photos of the damage and packaging. We’ll quickly arrange for a replacement or refund – no need to return damaged items in most cases!
Account & Technical Questions
Do I need an account to place an order?
You can checkout as a guest, but creating an account lets you track orders more easily and saves your information for faster future purchases. Plus, account holders get first access to new products and special offers!
I forgot my password. How can I reset it?
Click “Forgot Password” on the login page and enter your email address. You’ll receive a link to create a new password. If you don’t see the email, check your spam folder or contact us at [email protected].
How do I update my account information?
Log in to your account and select “Account Settings” to update your contact information, password, or newsletter preferences. For security reasons, some changes may require verification.
Still Have Questions?
Our play experts are always game to help! Email us at [email protected] or write to us at:
Gibbon Store10383 Eagle River Lane
Anchorage, AK 99577
USA
We typically respond to all inquiries within 24 business hours. During peak seasons, response times may be slightly longer, but we’ll always get back to you as quickly as we can!
Now that your questions are answered, are you ready to transform your backyard into a playground? Start shopping now!