It is our goal at pro-jump to make shopping as easy and enjoyable as possible. We hope that you will find the answers to your questions among these frequently asked by our customers. If there is anything else that we can assist you with, please contact us by e-mail. We do our best to respond to all queries within 24 hours.

GENERAL

How can I obtain more details about a product?
Normally all the information we have about a product is shown on the product 'More info' page, usually found by clicking on the product image or 'More info' button. If you have any additional questions about a particular product, please contact us.

How do I find out the price of an item?
You will find product prices on the individual product 'More info' pages. The price is shown inclusive of VAT and excluding postage unless otherwise stated.

How do I know that the item is in stock?
All items on the site should be available, unless there is a specific reference to the availability of an item on the 'More info' page. If an item is temporarily out of stock this will be shown and if known the estimated re-stocking date will also be displayed. Some out of stock items can be ordered and shipped when they become available. For other items you will not be able to order until they are back in stock, do please add the product to your favourites and revisit the site soon as we are constantly updating stock availability. Items that are no longer available are marked as 'sold out' or are removed from the site completely. Should you order an item which is no longer available then we will contact you immediately and advise you of suitable alternatives.

Is there a warranty or guarantee?
Yes there is a limited guarantee on Pro-Jump stilts, see full details on our terms page

Pro-Jump Stilts (Glass Fibre Spring) warranty
The Pro-Jump stilts are provided with the statutory 28 days warranty. This excludes general wear and tear and damage caused by extreme use or mis use. If any problems occur please contact us by phone on 01772 792 600 so we can deal with the issue promptly. In some cases you may be asked to return the product for inspection before a replacement can be sent.

New "Standard" Pro-Jump Stilts (Carbon/Glass Fibre Spring) warranty
Any Pro-Jump stilts purchased November 2007 onwards are backed by a new longer guarantee rather than the 28day warranty that Pro-Jump usually offer.

The new Pro-Jump Jumping Stilts currently in store have the latest developed and more expensive Glass / Carbon Mix Springs.

The new "Standard" Pro-Jump Stilts carry a limited guarantee. Any damage caused by natural wear and tear, as well as damage caused due to improper or extreme use or unauthorised repairs will cause the guarantee to be void.   

There is a 6 months manufacturer guarantee on the metal frame of your Pro-Jump Jumping Stilts against defects. The actual spring of your Pro-Jump is covered by a 3 months guarantee.

This limited guarantee does not cover normal wear and tear, nor does it cover deliberate or accidental damage, failure or loss caused by improper assembly, storage or use. The limited guarantee will be void if the product is used in a manner other than for recreational use, if they are modified or rented out.   

Am I charged for the items as soon as I order them?
No, you will be charged once the item is ready for shipment.

Can I get a discount if I order in bulk?
We may be able to offer discounts for larger quantities, please email detailed requirements to Sales

Do you sell products not listed on your website?
The general rule is if it's not on the site, then we don't sell it. However please contact us if you are after a particular part

I am having trouble checking out?
You need the check your 'Cookies' are turned on.

What payment methods do you accept?
We accept all major credit or UK debit cards. We do accept payment by bank transfer, by phone or through Paypal.

Do I pay a delivery charge for each item?
Yes. Unless, “Free delivery” offer announced.

Can I spread my payments?
We regret not.

What is VAT?
VAT is a statutory value added tax (17.5%) in the UK.

What if I am at work when the courier tries to deliver?
The courier will leave a card to say they have attempted to deliver, this will include the local depot telephone number which you will need to call to re-arrange delivery of the order or collect it yourself

What is the returns policy?
We want you to be satisfied every time you shop with us. Our "no quibbles" guarantee means that if for any reason you are unhappy with the goods purchased you may cancel your order and return the goods within 7 working days from receipt of the goods, you will receive a refund within 30 days of cancellation. It is your responsibility to take care of the goods before returning them, and they must be returned in a state where they can be resold. It is vital that you enclose a covering letter with the return detailing your name, full address, order number and reason for return (please also specify whether you require an exchange or refund). We recommend that you use Recorded Delivery, as proof of shipping is not proof of receipt.  Refunds being made due to order error or unwanted items, then a refund will be made minus any postage costs incurred by us.

Do I have to pay for returns?
Unless the goods are defective, damaged or not as specified on your order acknowledgement, you are responsible for the cost of returning goods. We recommend that you use Recorded Delivery, as proof of shipping is not proof of receipt. If however the goods are faulty then the postage costs will be refunded.

How can I make changes to my address or email address?
Please email any order detail changes.

SECURITY

What is our Security Assurance?
Transactions that involve your personal information (like credit card numbers) are performed securely using our SSL secure mode. You can verify you're in secure mode from the URL at the top of your browser: https:// - the "s" means "secure" and that the server is encrypting all data over the connection. Normally you will also see a padlock displayed in the lower right hand corner of your browser. Double clicking the padlock will give you more details on our security certificate.

Will my details be available to any other companies?
No, Unless we have your permission