Shipping policy

Quest Outdoor Shipping Policy

Shipping Options

At Quest Outdoor, we work hard to provide affordable shipping options. Shipping charges are based on item size, weight, shipping distance, destination accessibility, and chosen shipping method.

We do not ship to PO Boxes.

Most of our products are large and ship via LTL (less-than-truckload) freight with curbside delivery. LTL freight is standard for commercial playground equipment and is the most cost-effective way to deliver large items across the contiguous United States. Orders ship Monday through Friday (excluding holidays) and typically take 3–10 business days in transit. Delivery times are estimates and cannot be guaranteed.

Some very large products, such as water slides or full-size playground systems, may ship via FTL (full truckload) freight for faster, door-to-door service. Depending on the item size and order volume, Quest Outdoor may choose to ship via FTL, regardless of what is displayed at checkout.

Smaller parcels may ship via FedEx, USPS, or UPS Ground depending on availability at the shipping origin.

Order Cut-Off Time

Orders placed before 6:00 PM CT (Monday through Friday) are processed promptly within our standard window. Orders placed after this cut-off will begin processing the following business day.

Processing & Delivery Time

  • Order Handling: Most orders are prepared for shipment within 1–2 business days.

  • Transit Time: Delivery generally occurs within 4–10 business days, depending on your location and the product’s shipping method.

Please note: “Free Shipping” does not mean shipping was free to Quest Outdoor. Refer to our refund policy for details about shipping cost refunds.

Curbside Delivery – What to Expect

Most playground equipment, swing sets, and large items are delivered curbside. Here's what that means:

  • Orders arrive via tractor-trailer. You may need to step into the trailer to access the items.

  • A delivery appointment will be scheduled by the freight carrier using the phone number you provide. Someone must be present to inspect and unload the order.

  • For residential addresses, delivery is always by appointment. For commercial locations, appointments are available upon request.

  • We recommend asking the freight carrier to call you 30–45 minutes before arrival.

  • Liftgate service is not included by default. Freight carriers may offer this during the appointment call, often for $150–$200. Most large shipments do not fit well on liftgates, and manual unloading is often faster and easier.

  • The driver is only required to pull up to the curb and give access to the trailer. Some may assist with unloading if asked courteously or tipped.

  • Larger orders may include 20+ boxes or crates. We recommend having at least one other person to assist with unloading.

  • Have a utility knife or scissors ready to cut through wrap and bands. You may also need a crowbar or drill to open crates. A camera and pen are helpful for documenting delivery.

  • You are responsible for disposing of pallets and packaging unless otherwise arranged.

  • In rare cases, trucks may not be able to enter neighborhoods with low-hanging wires, narrow roads, or city restrictions. In such cases, delivery may occur at the nearest accessible location.

Receiving Your Shipment

Receiving your freight delivery is easy, but attention to detail is key:

  1. Take 4–6 photos of your shipment before unloading, regardless of condition.

  2. Inspect the shipment for any damage or visible issues before unpacking.

  3. Only reject a shipment if it is significantly damaged or unsafe to use. Most issues, like scratches or dents, can be resolved with replacement parts.

  4. Inventory all items and compare with the bill of lading (BOL) and delivery paperwork.

  5. Note any damages or missing items on the delivery paperwork. Take a photo of the signed form and email it to support@questoutdoorusa.com.

  6. Dispose of packaging as needed.

Contact us at (940) 326-7232 if you have any concerns during delivery. Our team is here to help during regular business hours.

Reporting Damaged or Missing Items

It is the customer’s responsibility to confirm that the number of items received matches the BOL. Any discrepancies or damage must be noted on the delivery paperwork at the time of delivery.

Signing the delivery as “clear” without noting issues removes Quest Outdoor and the carrier from responsibility for replacements. We guarantee replacements only when damage or shortages are documented upon delivery.

Email all photos and paperwork to support@questoutdoorusa.com to process a damage or missing item claim.

If a shipment is severely damaged or unusable, call us immediately at (940) 326-7232 before rejecting the delivery.

Concealed Damage or Missing Items

If you discover missing or damaged items after unpacking a shipment you initially signed for as complete, this is considered “concealed damage.” Please contact us with photos and your delivery paperwork. Refer to our Terms of Service for more information.

Additional Shipping Charges

Some optional services incur additional fees:

  • Liftgate service: $150–$250 (not included by default).

  • Inside delivery: $150–$300 depending on weight and accessibility.

  • Reconsignment (address change after shipping): Fees vary by location and may exceed $200.

  • Redelivery fees: $80–$150 if the delivery is missed or rescheduled after a failed attempt.

  • Orders with multiple products from the same manufacturer will ship based on the item with the longest lead time. If you want a “Quick Ship” product to arrive sooner, contact us. A separate shipment fee may apply.

Policy Changes

Quest Outdoor may update this shipping policy at any time. Any exceptions will be made solely at our discretion to benefit the customer. Please refer to the date at the top of this policy for the most recent version.