Customer Care

Our us.acon24.com Customer Service is open during normal business hours for Central Standard Time. In case you need to change your order or ask for more info, contact ACON's customer service:

Telephone	Email	Address
(866) 297-5234	customercare.us@acon24.com	Acon USA, Inc. 6035 Queens Ave NE Ste. 200 Otsego, MN 55330, USA

Order Cancellations

If you notice an error in your order, or wish to cancel part of, or the whole order, please contact us immediately via email at CUSTOMERCARE.US@ACON24.COM or call our customer service at 1-866-297-5234. If your order has not left our warehouse yet, we can cancel it and process a full refund. If your order has shipped, you will need to follow the Returns process, and the conditions of our Return Policy apply.

Shipping and Receiving

Most in-stock products ordered on us.acon24.com will ship within 24-48 business hours, Monday-Friday. Our Warehouse and Office are closed for the weekends, except during the Holidays. Shipping usually takes 2-5 days via ground service and 3-10 business days via freight service (applicable to heavy shipments). These delivery times vary depending on where you are located. Your shipment can be tracked online by the tracking number once it has left our warehouse. Shipping confirmation emails are normally sent out at the end of the day around 5pm CST. Most Freight shipments leave between 1pm-5pm CST during the workday, while most Ground shipments leave after 5pm CST. Our Rectangle Trampolines and Big Airtracks ship via Freight, while our Round Trampolines and smaller products ship via Ground. Please note we do not deliver partial deliveries. If your order includes pre-order products, your whole order will be shipped once the pre-order products are in stock.

Shipping to CANADA - Our products are available to ship to Canada. Please go to our Canadian webstore, in order to process an order. Through our CA store, all prices are in CAD and all duties, taxes, brokerage fees, and any other applicable customs/border crossing fees are covered in the final price you pay at checkout and/or are covered by us. If purchases going to Canada are made through the US store, they are subject to costs which will not be covered by us. Customs, duty and any applicable taxes and fees are the responsibility of, and will be paid by, the Customer. ACON is not responsible for these fees. Shipments are sent with various carriers, and those carriers will forward shipment information to the Customs Broker who will collect the payments from Canadian Customers prior to delivery. Additional Shipping fees may be applied at Checkout for shipments to Canada. We do our best to try to stop these orders so we can inform our customers that it is in their best interest to purchase through the CA store, but this is not a guarantee we will catch it and your order could be processed through the US store method where you will be responsible for all applicable taxes and fees. If you wish to avoid this, please checkout through our Canadian webstore.

Many of our products are heavy. Products are well packaged for shipping and usually delivered without any damage to the content, but if your shipment for some reason has suffered damage while in transit, we would prefer that you accept the delivery of your shipment and call us immediately with your concerns. We will work with you to identify any damage to the content. This way we will be able to faster replace any damaged or missing parts. In most cases, large products come on the pallet and the customer is responsible of the proper disposal of the pallet.

Upon receipt of your product, and before assembly and / or use, please make sure that shipment contained all products and parts that you ordered. Compare content of the shipment to the parts list in the assembly instructions, if applicable. If any products or parts are missing, or if you received an incorrect item, please contact us immediately so we can promptly address any issues with missing, damaged or incorrect items.

Please note there may be additional delays during busy seasons, such as Black Friday and Christmas. National Holidays may also cause delays. Please note that while we strive to ensure timely deliveries, there may be circumstances beyond our control that affect shipment schedules. We are not responsible for delays caused by factors outside of our control, such as national strikes, transportation issues, or other unforeseen events.

Payments

Following payment methods can be used:

Amazon Pay
PayPal
Google Pay
Apple Pay
Shopify Pay
Visa
Mastercard
American Express
Discover
JCB
Diners Club

Warranty Policy

Our mission is to inspire people of all ages for physical exercise, sports and outdoor activities. We believe that our high-quality products and great customer service form a great springboard for it.

The products we sell are warranted against manufacturing defects in materials and workmanship under normal residential use and usage conditions by the original end user/consumer. Warranty period starts from the shipping date, and detailed information about the length of warranty periods for specific products is provided on the product information pages on us.acon24.com. The warranty is available for the original end user/consumer, it is not transferable, e.g. in the case of resale.

While the warranty covers manufacturing defects in materials and workmanship, it does not cover damages caused by:

wind, lightning, flooding, natural disasters, or any other weather-related events;
accidental or purposeful burns, cuts, punctures, snags or other vandalism;
abuse, misuse, and improper or abnormal usage;
failure to follow directions, improper installation, improper maintenance, installation or use of incompatible accessories or parts, alteration or attachments to equipment other than ACON’s products that are intended for use with the product;
Commercial or rental use;
Any other cause not arising from defects in material and workmanship.

Normal wear & tear and weathering is to be expected, and as such cosmetic issues such as fading and UV deterioration, surface rust and scratches, and other issues such as normal stretching of materials over time are not manufacturing defects in materials.

In the case of a warranty claim, we will repair or replace damaged part(s) or component(s) which suffered from manufacturing defect. At our request, all damaged or broken parts must be returned to us by customer prior to replacement or repair - with proof of purchase.

ACON USA IS NOT RESPONSIBLE OR LIABLE FOR INDIRECT, SPECIAL OR CONSEQUENTIAL DAMAGES ARISING OUT OF OR IN CONNECTION WITH THE USE OR PERFORMANCE OF THE PRODUCT OR OTHER DAMAGES WITH RESPECT TO ANY ECONOMIC LOSS, LOSS OF PROPERTY, LOSS OF REVENUE OR PROFITS, LOSS OF ENJOYMENT OR USE, COST OF REMOVAL, INSTALLATION OR OTHER CONSEQUENTIAL DAMAGES, TO THE EXTEND PERMITTD BY LAW.

Customer satisfaction is very important to us. Please contact us with any questions you may have regarding the warranty. We’ll be happy to help you the best we can!

Returns

Our goal is to ensure your satisfaction for our products and peace of mind purchasing them. If for some reason you decide to return a product you purchased, such transactions must be completed within 100 days of original shipping date. The product must be in new, never assembled, unused, resalable condition and in the original box and packaging. We may ask that you send us pictures of the product and/or box before we will accept the return.

If the return is of no fault to ACON, the return shipping cost will be your responsibility along with at least a 10% restocking fee depending on the condition the product arrives back in. Please note that if the shipping of the original order was free of charge due to a discount or campaign, the value of the original shipping costs will still be withheld in the case of a return.

If you choose to return a product yourself, you will need a Return Merchandise Authorization number (RMA) for the return. To receive the RMA number, please email us at customercare.us@acon24.com or call our customer service at 1-866-297-5234. Our customer service department will give you the RMA number and return instructions with the address to our warehouse. Only returns with valid RMA may qualify for refunds.

If you would like our help with the return, our customer service personnel can help you with that by providing you with a pre-paid label or arranging a pickup by the shipping company. In these cases, the return shipping cost will be deducted from your refund at the time the return is processed when it arrives back in our warehouse. When requesting help for the return, our customer service personnel will calculate and inform you of the restocking fee and the return shipping cost adjustments of the refund.

Most products we sell are warranted against manufacturing defects in materials and workmanship. Please refer to our Warranty Policy and product info pages on us.acon24.com for product level warranty details. In the event of a warranty claim, our Warranty Policy applies.

Gift cards

Acon gift cards can be purchased here. Cards can be purchased in 10 denominations from $20 US up to $5000. Gift Cards can be redeemed on any Acon product, including trampolines, accessories, and airtracks.

Terms and Conditions of Acon Gift Card use

Acon Gift Cards are designed for flexibility and convenience but come with a few key guidelines to keep in mind. They can only be purchased and redeemed in the online store where they were bought and are valid for use during sales or with discount codes. If the card value exceeds an order, the remaining balance can be saved for future purchases, though unused balances cannot be redeemed for cash.

When partially using a gift card for payment, only payment methods processed by Shopify Payments is accepted for the remaining balance. Shopify Payments offers payment methods that vary by region: in the U.S., you can use Visa, Mastercard, American Express, and more; in Canada, Visa, Mastercard and others are supported. Gift cards are non-refundable and non-cancellable.

Refunding products purchased with a Gift Card

Refunds for purchases made with an Acon Gift Card are simple and straightforward. If the purchase was made entirely with a gift card, the refunded amount will be automatically added back to the card, updating its balance. For mixed payments, refunds are applied to the gift card first, up to its available balance, with any remaining refund amount credited to the other payment method used (such as Shopify Payments). Keep in mind that the gift card remains active after use, so any remaining balance can be used for future purchases. 