Customer Care

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.