Order Cancellations

Speak with us at (972) 835-6122. Hours follow our appointment schedule; we reply within one business day, but cancellations that need to beat a ship date should be a phone call. Have the order confirmation or cardholder name so we can find the Gorilla shipment quickly.

Email (info@dallasplaysets.com) is fine for quotes and questions. It is not a reliable way to stop an order that is already in Gorilla’s warehouse queue.

• Cancel anytime before the order is processed or handed to freight
• After shipment — or while the kit is in transit — we generally cannot cancel; use the refund policy if the crate is still unopened
• A tracking number usually means it is too late to pull the order back

If a playset was listed at the wrong price, we may cancel and refund even after confirmation. We will not ship a set we cannot honor at the listed number.

Labor is scheduled separately from the crate. Tell us as soon as a date will not work:

• Cancel or reschedule installation before the crew is en route and we refund or rebook the install charge
• If the crew has started, install labor is not canceled or refunded
• Relocation and maintenance visits follow the same rule: cancel before the crew leaves for the job
• Quote requests and site checks can be canceled any time before we visit

Need to move the set instead of canceling the purchase? See swing set relocations.

Product charges that never shipped are refunded in full to the original payment method. If freight already moved, the refund policy applies — restocking and actual shipping. Warranty claims are not cancellations.

See also warranty, refunds, and cancellations.