Each of our products has a different time frame for the warranty. Please visit our warranty page for the warranty information, https://machrus.com/pages/warranty. The warranty does not cover parts that show abuse or damage by wind, snow, weight overload or general neglect of maintenance.
How do I make a warranty claim?
This information can be submitted to support@machrus.com. In order to file a claim and receive a prompt response, please provide us with the following information:
A proof of purchase
Photo of the damage
PAYMENT OPTIONS
What payment types do you accept?
Credit Card Payment Secure online payment by Shopify Pay. This is a quick way to get your order processed and finalized quickly. We accept most major credit cards, Amazon Pay, Google Pay, Venmo, MetaPay.
PayPal If you have a PayPal account you can pay using PayPal. When selecting PayPal as a payment method you will be redirected to PayPal to confirm your payment before your order is accepted.
SHIPPING
How long does shipping take?
All orders are processed within 2-3 business days. Orders are not shipped or delivered on weekends or holidays. Please allow additional days in transit for delivery depending on the shipping method you choose at checkout. Please keep in mind, due to the weight and size of our products, they could take a bit longer to be delivered.
Do you ship outside of the United Kingdom/EU?
For orders outside of UK/EU, please visit our CA (Machrus.ca) and USA (Machrus.com) websites.
Where in the UK do you ship?
We ship throughout the UK and EU. For orders in the US or Canada, please check out CA(Machrus.ca) and USA(Machrus.com) websites.
Can I choose to pick-up from your warehouse?
Unfortunately, no, as we have a few different warehouses containing different products. Instead, we will deliver your order to your home within 5-10 working days. You can use the time and effort of picking up on something else, such as reading a good book!
Only part of my order was delivered, where is it?
No worries here! It is common for parts of the order to be delivered at different times due to products coming from different warehouses and how the carriers manage the larger shipments. You can always use the provided tracking number to check on the status to see when it should be delivered.
PRODUCT FAQ’S
TRAMPOLINES
What are the differences between Upperbounce, Moxie and Skytric trampolines?
Each brand is a great choice! The main differences are going to be the appearance/style and how the netting is installed. Our Moxie and Skytric brands use the top ring enclosure systems. Our Moxies are designed in a pumpkin shape and come in several bright colors!.
How hard is it to assemble a Machrus trampoline?
Our trampolines are easy to assemble! We offer a detailed instruction manual for all models. The estimated assembly time is approximately 1-3hrs, with at least 2 adults. This is determined by the size of the trampoline you are assembling, the larger the trampoline, the longer it takes to get together.
What are the differences between the UB03EC-915E and UBRTG01-915, UB03EC-1017E and UBRTG01-1017 trampolines?
Besides the colors, the main difference is going to be that the “E” models are not powder coated steel, which results in less protection from the elements over time.
How many jumpers can use the trampoline at one time?
For safety reasons, it is recommended that only one person jumps at a time. This is to avoid possible collisions and avoid injuries.
Can a trampoline be installed on concrete?
We do not recommend this, as it creates more of an impact on the frame parts. In the event of someone being a very high jumper, wouldn’t you want to land in soft grass?
Can we install your trampolines in-ground?
Technically, yes. You’d need to dig quite a large hole though! Our trampolines are designed to be above ground. This helps ensure it can be inspected for safety before each use.
How heavy are the trampoline boxes?
Depending on the model, this can range from 75lbs-150lbs a box.
Where are your trampolines made?
The trampolines are manufactured at the factories in China.
Do the trampolines need to be anchored into the ground?
While it is not needed, it is highly recommended, especially in areas where it tends to get very windy. We would hate for your trampoline to go tumbling in the wind! Check out the anchor options we offer, https://machrus.com/collections/anchors-spring-pulls. Using sandbags is also a good idea for extra support!
GREENHOUSES
How warm do the greenhouses get?
Our greenhouses provide up to 15 degrees of additional warmth from the outside temperatures.
Can the door for the OGAL-46A can be interchanged?
No, the door can only be installed on the left side of the greenhouse.
What is the difference between the clear covers and the green covers?
The green covers are reinforced, whereas the clear covers are not.
Can I install the greenhouse without an anchor?
It is not recommended, as strong winds could blow the greenhouse away. Anchoring is the safest way to ensure your greenhouse lasts!
Do the panels for the aluminum greenhouses have to be secured to the frame parts?
They do not, but for extra stability, it is recommended to use some silicone sealant glue or tape between the poly carbonate panel.
Can these greenhouses be installed on a deck, porch or indoors?
Yes! They absolutely can! You would just skip the step of anchoring it into the ground!
WINTER SLEDS
Where are your sleds made?
Some of our sleds are produced in Canada and others in China.
CARE AND MAINTENANCE
Should the trampoline be taken down for the winter months?
Depending on the severity of the winter, it is recommended to put it away for those cold snowy months. If storing it is not an option, please consider purchasing a weather cover. This will help to prevent rusting and possible damage from the elements. Check out our weather covers here, https://machrus.com/collections/weather-covers.
How do I clean my trampoline?
Simple! Some water, soap and a sponge should do the trick! This works for any mold or moss too!
Will my trampoline rust?
No. All metal components are galvanized steel which helps to prevent rusting. If you do live near water, rusting could happen due to the moisture in the air.
Can the trampoline be moved to mow the lawn?
It sure can! It is recommended to have more than one adult available to move this to avoid any possible injuries.
AFTER SALES SUPPORT
When is the Customer Support team available?
Our fantastic and super helpful support team and be reached Monday-Thursday from 9am-5pm EST. On Fridays, they can be reached from 9am-12pm EST. You can either call 1-888-965-3331 1-888-965-3331 or email them at support@machrus.com.
How can I cancel or make a change to my order?
Since we pride ourselves on our lightning quick shipping, please make any cancellation requests ASAP to ensure we catch it in time. If we do not, we can then help with the return process. Once the order is placed, no changes can be made, you will need to cancel and re-purchase.
