Family Leisure – Terms and Conditions
Note - If you live within 125 miles of a Family Leisure location, contact them directly for local delivery, assembly and professional installation options.
FedEx / UPS - Small Parcel Shipping (Free)* - Products shipping via FedEx or UPS will be shipped the same day if the order is placed on a business day by Noon. All orders not shipped the same day will be shipped the next business day. Most delivery times in the continental U.S. range between 2-5 days depending on location. You will receive an email confirmation with a tracking number when the order has been shipped.
All Freight Deliveries
- Home will need to be accessible to a full size semi-truck
- Most delivery times within the Continental U.S. range from 5-10 business days
- You will be contacted by a representative to schedule a delivery date
- Tracking #'s will be provided when product has been shipped
- A signature will be required upon receipt
Threshold Home Delivery (Free)* - This shipping option includes delivery to the first accessible area (garage, carport, front step, back patio, etc.). Delivery equipment includes a lift gate equipped truck, pallet jack, and hand truck. Because of the lift gate restrictions on straight trucks, the weight of each pallet cannot exceed 1,500 pounds. This option does not include uncrating, unpacking, de-skidding, placement, debris removal, or set-up services. See "White Glove Delivery" for this service.
White Glove Home Delivery ($199)** - This is our premier level shipping option. It includes delivery, unpacking, full assembly, final placement, and debris removal to an off-site receptacle. A two person team will professionally assemble all products and a signature will be required upon completion and your 100% satisfaction.
*White Glove Delivery for tanning beds is $299
*Certain rural areas (very few) are not eligible for free shipping and would require additional charges. You will be contacted prior to shipment if such a case were to occur. We do not ship outside of the Continental United States.
**Please contact us for options on White Glove Delivery and Professional Installation of Swing Sets, Swimming Pools & Hot Tubs. These products are not eligible for the standard White Glove Delivery Service. Any product professionally installed carries a 30 day installation workmanship warranty.
**Please note that individual items or parts replaced under warranty will be shipped free of charge, although are excluded from white glove home delivery service level.
NOTE - If a confirmed delivery appointment is cancelled by the customer on the day of delivery or if the customer is not home to receive the delivery, a $100 fee will be charged to re-schedule and re-deliver.
Order Processing Details
We value your business and would like to ensure that your order is filled properly. Please review the list below.
- Look over the Invoice we have attached to this email. Check for errors in your name, address, phone numbers, email address and the items listed in your order. These documents represent our agreement, so please be sure all of the items and quantities are correct.
- FamilyLeisure.com will not ship partial freight orders without additional shipping charges paid prior to shipping. All items must be present at the warehouse prior to shipping a freight order. This means your order will not ship until all the pieces have arrived at our warehouse. Exceptions to this are items that may be shipping to you direct from the manufacturer.
- Freight orders that include “free shipping” will be delivered curbside to your home. You will be responsible for moving the product, assembly and disposing of the packaging materials. If you are interested in “Threshold” or “White Glove” assembly, please contact your sales representative for details.
- Incoming products or Special Orders - These “Lead Times” are approximate estimates and cannot 100% guaranteed. FamilyLeisure.com will not be held responsible for late shipments. If you need something by a certain date, please contact your sales representative to discuss changing your order to one of our many in-stock products.
- All special order items are non-returnable and non-refundable.
- IMPORTANT: Upon delivery, if the boxes look damaged call us at (877)775-3478. Don't sign for damaged product. If the boxes appear to be in good condition at delivery, we still recommend opening the boxes to inspect the products because sometimes concealed damage can occur. Familyleisure.com will provide you with a free replacement for a item damaged in shipping, but two things must occur: 1) You must refuse the damaged item, 2) You are responsible for notating on the delivery receipt, “refused Chair because of shipping damage”. If you have the ability to document the damage with digital photos, please send this to your Familyleisure.com Customer Service Representative to speed up the replacement process. FamilyLeisure.com files all warranty and freight damage paperwork for our customers. Your replacement product will ship once it is received in our warehouse if necessary. NOTE: If you are receiving our “White Glove” assembly service, if damage occurs during assembly, beyond a minor scuff that can easily be touched up, is also considered shipping damage. Please refuse and notate damage that occurs during assembly as well. If the damage is minor scratches or scuffs, rather than waiting for new product, Familyleisure.com can provide touch up paint at no charge.
- Due to the nature of manufacturing, transit, packaging & assembly of metal patio furniture, although rare, it’s possible to find a minor scuff or knick on the finish. Since all manufacturers are aware of this, they provide us with matching touch up paint upon request at no charge. Products with manufacturing defects beyond this type of minor cosmetic blemish would be replaced.
If you have any questions or objections to the policies discussed in this document please contact your sales representative immediately with your concerns.
"Quick Ship" Pool and Spa Supplies – Items labeled as “Quick Ship” will be shipped via FedEx or UPS the same day if the order is placed on a business day by Noon. All orders not shipped the same day will be shipped the next business day. Most delivery times in the continental U.S. range between 2-5 days depending on location. In most cases you will receive an email confirmation with a tracking number when the order has been shipped.
"Quick Ship" All Other Items – Items labeled as “Quick Ship” are products that are generally in stock and will ship immediately. Although, due to a constantly changing inventory, individual items may be out of stock and would need to be shipped at a later date. Please contact us for real time product availability.
In Store Item – This item is generally displayed in your local Family Leisure showroom. Due to a constantly changing inventory, some items may have been recently sold and may not be able to be viewed, We recommend calling prior to your visit if there is a particular item that you are interested in seeing.
Online Only – This item is not displayed in our showrooms. Our stores carry numerous items that are not currently displayed on our website and we may have exactly what you are looking for; so stop in or give us a call.
Phone Orders - A $6.99 processing fee will be added to any orders processed over the phone that are available to be purchase online. This processing fee is in addition to any other applicable processing fees.
Warranty stipulations and manufacturer restrictions prevent us from shipping certain products to all geographical locations. Due to the size of the products that we offer, all items must be shipped to a physical address and not a P.O. box. In most cases we will ship anywhere in the continental United States. However, we reserve the right to refuse to process and ship any order placed for any reason. Shipping to Hawaii, Alaska, Puerto Rico and certain rural areas are not eligible for free shipping and would require additional charges. You will be contacted prior to shipment if such cases occur. You may contact us by phone toll free at 877-775-3478 or e-mail us at firstname.lastname@example.org.
Hassle Free Return Policy
You may return most new, unopened items sold and fulfilled by familyleisure.com within 30 days of delivery for a full refund. Items must be in new or unused condition with all original materials included with the shipment. Shipping and / or handling fees are non-refundable. We must receive the item(s) at our warehouse / processing facility within 45 days of delivery. Upon receipt of returned item, we will inspect and award partial refunds for opened or used products. Returns on items over 30 days will be handled through our customer service dept. and will be dependent on product condition and elapsed time.
Items that may have been shipped to you in error and are unopened and unused or items that were shipped and have been determined to be defective and/or damaged, we will pay the return shipping costs and refund the entire amount paid. If you receive an item that seems to be defective or damaged, notify someone in customer care toll free at 877-775-3478 or e-mail us at email@example.com within 7 days of the receipt of goods. These items will be reviewed and discussed at that time to help determine if it will be a freight claim, manufacturer’s error, shipping error, etc. Once that determination is made we will be able to advise how the return process needs to be handled.
You should expect to receive your refund within 7 business days from the time your return package has been received; however, in most instances you will receive your refund sooner than the allotted 7 days. This time period includes the time it takes us to process your return once we receive it (1-3 business days), and the time it takes your bank to process our refund request (2-4 days). We will notify you via email or phone once we have processed your returned item.
Items that may not be returned
Familyleisure.com does not accept returns of the following items:
- Items that were sold “as-is”, “floor model” or “clearance”
- Pool and Spa Chemicals
- Special Order Items
- Items that were shipped with a signed disclaimer (i.e.- residential items used in a commercial application)
- Gift cards and gift certificates
Partial Refunds will be issued for the following items:
- Items that are approved for a return more than 30 days after delivery
- Any items that have been opened and used
- Any item not returned in the condition it was received
If you received a defective item and need to exchange it for the same item or if you’d like to return the original item for a different item, contact customer care toll free at 877-775-3478 or e-mail us at firstname.lastname@example.org. Please note that it takes us 3 to 5 business days to process approved returns once they arrive at our location.
Large Items Shipped By Specialty Carriers (Commercial Freight)
We are happy to accept returns for large items that are shipped via our specialty shippers. These items require a special type of return and cannot be returned with a pre-paid return mailing label like standard shipments. If you need to return an item shipped via a specialty shipper, you may contact us 877-775-3478 or e-mail us at email@example.com and make a request for the return. We will follow up with instructions for returning the item.
Please note: Returns that are not the result of our error will be subject to original and return shipping fees which will be deducted from the refund.
Return policies for online purchases may not be the same policies as physical store locations. Check with your local Family Leisure store for returns on “in store” purchases. Products purchased through familyleisure.com cannot be returned to a physical store (i.e. - Family Leisure of Nashville). Items purchased and shipped directly from familyleisure.com must be returned to the original shipping point. For details contact us 877-775-3478 or e-mail us at firstname.lastname@example.org for directions as to how to proceed. In the rare instance that an online item is deemed acceptable for a return to a physical Family Leisure location, you must first receive a RED return approval sticker that you can place on the original package prior to returning it to a pre-determined physical location.
Return Mailing Labels
The return mailing labels issued from our online customer care center are valid only for returns shipped within the U.S.
Each return mailing label is coded for a specific shipment. Please do not include items from other orders, or other shipments from the same order, in the same box, or you will not receive the correct refund. Each shipment must be returned using a separate mailing label.
If you use this mailing label and the return is a result of our error (you received an incorrect or defective item, etc.), we will pay the return shipping costs.
If you use the return mailing label and your return is not the result of our error, the shipping cost of that returned item will be deducted from your refund.
Family Leisure respects your privacy and we will never sell or provide any of your personal information with a third party. We also guarantee that all transactions made through our online site are 100% secure.
When you visit familyleisure.com or send e-mails to us, you are communicating with us electronically. With that you have given us consent to receive communications from us electronically. We will communicate with you by e-mail or by posting notices on the site. You agree that all agreements, notices, disclosures and other communications that we provide to you electronically satisfy any legal requirement that such communications be in writing.
All content included on this site, such as text, graphics, logos, button icons, images, audio clips, digital downloads, data compilations, and software, is the property of Family Leisure or its content suppliers and protected by United States and international copyright laws. The compilation of all content on this site is the exclusive property of Family Leisure and protected by U.S. and international copyright laws. All software used on this site is the property of Family Leisure or its software suppliers and protected by United States and international copyright laws.
Family Leisure, familyleaisure.com, familyleisure.com misspellings, Family Leisure colors and fonts, use of the words Family or Leisure in an attempt to redirect or mislead customers that are looking for Family Leisure.
License & Site Access
Family Leisure grants you a limited license to access and make personal use of this site and not to download (other than page caching) or modify it, or any portion of it, except with express written consent of Family Leisure. This license does not include any resale or commercial use of this site or its contents; any collection and use of any product listings, descriptions, or prices; any derivative use of this site or its contents; any downloading or copying of account information for the benefit of another merchant; or any use of data mining, robots, or similar data gathering and extraction tools. This site or any portion of this site may not be reproduced, duplicated, copied, sold, resold, visited, or otherwise exploited for any commercial purpose without express written consent of Family Leisure. You may not frame or utilize framing techniques to enclose any trademark, logo, or other proprietary information (including images, text, page layout, or form) of Family Leisure without express written consent. You may not use any meta tags or any other "hidden text" utilizing Family Leisure’s name or trademarks without the express written consent of Family Leisure. Any unauthorized use terminates the permission or license granted by Family Leisure. You are granted a limited, revocable, and nonexclusive right to create a hyperlink to the home page of familyleisure.com so long as the link does not portray Family Leisure, or its products or services in a false, misleading, derogatory, or otherwise offensive matter. You may not use any Family Leisure logo or other proprietary graphic or trademark as part of the link without express written permission.
Your Personal Account
If you use this site, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer, and you agree to accept responsibility for all activities that occur under your account or password. Family Leisure does sell products for children, but it sells them to adults, who can purchase with a credit card or other permitted payment method. If you are under 18, you may use familyleisure.com only with involvement of a parent or guardian. Family Leisure reserves the right to refuse service, terminate accounts, remove or edit content, or cancel orders in their sole discretion.
Family Leisure respects any and all graphics, logos, images, etc. of others. If you believe that any item has been copied in a way that constitutes copyright infringement, please contact us at 877-775-3478 or e-mail us at email@example.com
Risk of Loss
All items purchased from Family Leisure are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier.
Family Leisure attempts to be as accurate as possible. However, Family Leisure does not warrant that product descriptions or other content of this site is accurate, complete, reliable, current, or error-free. If a product offered by Family Leisure itself is not as described, your sole remedy is to return it in unused condition for a full refund.
Some of our manufacturer’s internet policies will not permit us to list our best prices. Often time’s manufacturers will allow pricing to be posted online if the pricing follows their set internet MAP (minimum advertised price). This “MAP” pricing may not allow us to offer you our best prices. For this reason some products feature the “For Quotes & Orders Call” option. This will ensure that we are providing you with the most competitive prices. Sorry for the inconvenience. We do look forward to speaking with you at (877) 775-3478. Or you can contact your local Family Leisure here.
Except where noted otherwise, the List Price displayed for products on our website represents the full retail price listed on the product itself, suggested by the manufacturer or supplier, or estimated in accordance with standard industry practice; or the estimated retail value for a comparably featured item offered elsewhere. The List Price is a comparative price estimate and may or may not represent the prevailing price in every area on any particular day. For certain items that are offered as a set, the List Price may represent the total of all items within the set, which means the aggregate of the manufacturer's estimated or suggested retail price for each of the items included in the set.
Despite our best efforts, by human error, some items on our site may be mispriced. If an item's correct price is higher than our stated price, we will, at our discretion, either contact you for instructions before shipping or cancel your order and notify you of such cancellation.
Disclaimer Of Warranties And Limitation Of Liability
This site and all information, content, materials, products (including software) and services included on or otherwise made available to you through this site are provided by Family Leisure on an "as is" and "as available" basis, unless otherwise specified in writing. Family Leisure makes no representations or warranties of any kind, express or implied, as to the operation of this site or the information, content, materials, products (including software) or services included on or otherwise made available to you through this site, unless otherwise specified in writing. You expressly agree that your use of this site is at your sole risk.
To the full extent permissible by applicable law, Family Leisure disclaim all warranties, express or implied, including, but not limited to, implied warranties of merchantability and fitness for a particular purpose. Family Leisure does not warrant that this site; information, content, materials, products (including software) or services included on or otherwise made available to you through this site; their servers; or e-mail sent from Family Leisure are free of viruses or other harmful components. Family Leisure will not be liable for any damages of any kind arising from the use of this site or from any information, content, materials, products (including software) or services included on or otherwise made available to you through this site, including, but not limited to direct, indirect, incidental, punitive, and consequential damages, unless otherwise specified in writing.
Certain state laws do not allow limitations on implied warranties or the exclusion or limitation of certain damages. If these laws apply to you, some or all of the above disclaimers, exclusions, or limitations may not apply to you, and you might have additional rights.
By visiting familyleisure.com, you agree that the laws of the state of Indiana, without regard to principles of conflict of laws, will govern these Conditions of Use and any dispute of any sort that might arise between you and Family Leisure.
Any dispute relating in any way to your visit to familyleisure.com or to products or services sold or distributed by Family Leisure or through familyleisure.com in which the aggregate total claim for relief sought on behalf of one or more parties exceeds $5,000 shall be adjudicated in any state or federal court in Indianapolis, Indiana and you consent to exclusive jurisdiction and venue in such courts.
6283 Oaklandon Road
Indianapolis, IN 46235
Notice and Procedure for Making Claims of Copyright Infringement
If you believe that your work has been copied in a way that constitutes copyright infringement, please provide Family Leisure written information specified below. Please note that this procedure is exclusively for notifying Family Leisure that your copyrighted material has been infringed.
- An electronic or physical signature of the person authorized to act on behalf of the owner of the copyright interest;
- A description of the copyrighted work that you claim has been infringed upon;
- A description of where the material that you claim is infringing is located on the site, including the auction ID number, if applicable;
- Your address, telephone number, and e-mail address;
- A statement by you that you have a good-faith belief that the disputed use is not authorized by the copyright owner, its agent, or the law;
- A statement by you, made under penalty of perjury, that the above information in your notice is accurate and that you are the copyright owner or authorized to act on the copyright owner's behalf.
Family Leisure’s Copyright Agent for notice of claims of copyright infringement on its site can be reached as follows:
William F. Bahret
Bahret & Associates
Patent & Trademark Law
320 N. Meridian St., Suite 510
Indianapolis, IN 46204