At Gibbon Store, we’re dedicated to making your family’s active play experience as smooth and enjoyable as possible. Our shipping and returns policies are designed with your convenience in mind, ensuring you receive quality products and support when you need it.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

We offer two convenient shipping methods to serve our global customers (excluding some Asian and remote regions):

  • Standard Shipping:
    • Carrier: DHL or FedEx
    • Delivery Time: 10-15 business days after shipment
    • Cost: $12.95 USD
  • Free Shipping:
    • Carrier: EMS
    • Delivery Time: 15-25 business days after shipment
    • Available for orders over $50 USD

Returns & Exchanges

We stand behind the quality of our active play equipment. If you’re not completely satisfied with your purchase, you may return most items within 15 days of receiving your order.

Return Eligibility

To qualify for a return or exchange:

  • Items must be unused and in original condition
  • Original packaging with all tags and accessories included
  • Proof of purchase required

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

  • Bicycle helmets once removed from packaging
  • Balance equipment showing signs of use
  • Opened packages of balls or darts

How to Return an Item

  1. Contact Us: Email [email protected] with your order number and return details
  2. Wait for Approval: Our team will respond with instructions within 2 business days
  3. Package Securely: Use original packaging with all accessories included
  4. Ship Back: Send to our return address using a trackable service (provided in approval email)
  5. Receive Resolution: Refunds or exchanges processed within 3-5 business days after we receive your return

Refund Information

Once your return is processed:

  • Credit Cards (Visa, MasterCard, JCB): 5-10 business days
  • PayPal: 3-5 business days

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

Exchange Process

For exchanges:

  • We’ll ship your new item after processing your return
  • Price differences will be refunded or charged as needed

Damaged or Defective Items

If you receive a damaged product, email us immediately at [email protected] with photos. We’ll arrange a replacement or refund and cover all shipping costs.

Our Return Address

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

Have questions? Our friendly team is always happy to help at [email protected]. We’re committed to helping your family get the most enjoyment from our active play products!

The Gibbon Store Team