At Gibbon Store, we’re committed to your family’s satisfaction with our high-quality play equipment. If for any reason you’re not completely happy with your purchase, we offer a straightforward returns and exchanges process to ensure your family gets the perfect products for your active lifestyle.

Our Return Policy

We accept returns within 15 days of receiving your order. To be eligible for a return:

  • Items must be unused, in their original packaging, and in the same condition as received
  • All original tags and accessories must be included
  • A valid proof of purchase is required
Note: For safety and hygiene reasons, we cannot accept returns on the following products:
  • Bicycle helmets (once removed from packaging)
  • Balance equipment that shows signs of use
  • Opened packages of balls or darts

How to Initiate a Return or Exchange

Follow these simple steps to return or exchange your item:

  1. Contact our team: Email us at [email protected] with your order number and details about the product you’d like to return or exchange. Use our template below to make the process easier.
  2. Wait for approval: Our customer service team will review your request and send you return instructions within 2 business days.
  3. Package your item: Once approved, securely pack the item in its original packaging with all accessories.
  4. Ship it back: Send the package to our return address (provided in your approval email) using a trackable shipping service.
  5. Receive your refund or exchange: Once we receive and inspect your return, we’ll process your refund or ship your exchange within 3-5 business days.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped, defective product, etc.). We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Refund Process

Refunds will be issued to the original payment method used for purchase:

  • Credit card payments (Visa, MasterCard, JCB): 5-10 business days after we process your return
  • PayPal payments: 3-5 business days after we process your return

Note: Shipping fees are non-refundable unless the return is due to our error.

Exchange Process

For exchanges, we’ll ship your new item once we receive and process your return. If the exchange item is of higher value, you’ll need to pay the difference. If it’s of lower value, we’ll refund the difference.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage. We’ll arrange for a replacement or refund and cover all associated shipping costs.

Return Request Template

Use this template to request a return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Gibbon Store Team, I would like to request a [return/exchange] for my recent order (#[Your Order Number]). Details of the item(s) I wish to return/exchange: – Product Name: – Reason for return/exchange: – Preferred resolution: [Refund / Exchange for (specify product if known)] Please let me know the next steps to complete this process. Best regards, [Your Full Name] [Your Contact Information]

Our Return Address

Gibbon Store Returns
10383 Eagle River Lane
Anchorage, AK 99577
USA

If you have any questions about our returns policy, don’t hesitate to contact our friendly customer service team at [email protected]. We’re here to help make sure your family gets the most enjoyment possible from our products!

The Gibbon Store Team