Shipping policy

Last updated: September 2026

This Shipping & Freight Policy explains how orders placed with River City Play Systems LLC, doing business as Rubber Mulch Outlet (“Rubber Mulch Outlet,” “we,” “us,” or “our”), through RubberMulchOutlet.com are reviewed, shipped, delivered, received, and reported if there is a problem.

Where We Ship

We ship throughout the contiguous 48 United States. Orders shipping to Alaska or Hawaii require a written shipping quote and cannot be completed through standard online checkout. Shipments to U.S. territories or international destinations are available only when expressly approved in a written quote.

Freight Charges and Order Review

Unless a product page, final written quote, or order confirmation expressly states otherwise, product prices do not include shipping or freight. Any freight estimate shown on the website is preliminary and may change after we confirm the products, quantities, destination, delivery access, and required service.

All website orders are subject to commercial review before payment is captured and before the order is released for production or fulfillment. We review product and configuration details, availability, freight charges, carrier method, delivery address and access, and receiving requirements. A checkout confirmation acknowledges that we received the order; it is not final acceptance of the order.

If a material product, freight, or delivery detail differs from the checkout submission, we will contact you and obtain approval before proceeding. If the order cannot be finalized, we may cancel it and void any pending authorization or return any collected funds to the original payment method, as applicable.

Once a freight charge is expressly confirmed in the final written quote or order confirmation and the order is accepted, we will honor that charge except when an extraordinary event outside our reasonable control causes a material, unavoidable increase before the shipment is tendered to the carrier or makes the confirmed service unavailable. The exception applies only when the actual available freight cost exceeds the confirmed freight charge by more than 25% or $500, whichever is greater. Examples include an emergency carrier or fuel surcharge, embargo, war, government action, natural disaster, major port or route closure, or widespread freight-capacity disruption. Ordinary market fluctuations and our own estimating errors do not qualify for this exception.

If this extraordinary-event exception applies, we will explain the change before shipment and offer reasonable available options. The customer may approve the actual documented increase, approve a practical alternative shipping method or timing, or request cancellation of the affected unshipped order or item under our Returns, Cancellations & Refunds Policy. Any cancellation refund remains subject to actual documented nonrecoverable costs already incurred. We will not impose an unapproved freight increase.

Lead Times and Transit

Lead times are estimates for when an order is expected to be ready to ship after order details are finalized, required customer approvals are received, and required payment or deposit has cleared. They are not guaranteed delivery dates and do not include carrier transit time or appointment scheduling.

Quick Ship playground configurations: typically 1–2 weeks.
Standard and custom playground orders: typically 4–12 weeks.
Many in-stock non-playground products: typically 5–10 business days.

Actual timing varies by product, configuration, color, manufacturer availability, order volume, destination, and carrier conditions. A product-specific lead time shown on the product page or confirmed in the final written quote or order confirmation controls if it differs from these general ranges. Transit time begins after the order ships.

If you are working toward a project deadline, call or text (210) 512-9888 before ordering. Please do not schedule installers, equipment, site closures, or other dependent work until the complete shipment has arrived and been inspected, unless we have coordinated those services with you in writing.

Shipping Methods and Freight Appointments

Depending on the product and destination, orders may ship by parcel carrier, less-than-truckload freight, enclosed trailer, or full truckload. Products from the same order may ship and arrive separately, including when an item is backordered or fulfilled separately.

Freight deliveries are scheduled by appointment. The carrier will use the contact information provided with the order, so the customer must provide a reachable phone number, respond to scheduling requests, and ensure an authorized adult is available to receive the shipment. Appointment windows are estimates and are not guaranteed arrival times.

Site Access, Placement, and Unloading

The customer must provide an accurate delivery address and disclose business hours, gates, school or construction-site restrictions, residential or limited-access status, and any other condition that could affect delivery. The delivery location must be safely accessible to the assigned commercial vehicle and must provide a firm, level, unobstructed area suitable for unloading.

Freight delivery does not include inside delivery, final placement, assembly, or installation. Unless a written installation or delivery scope expressly states otherwise, the customer is responsible for providing the people and equipment needed to unload the shipment and move, protect, and store all materials after delivery.

The unloading method stated on the applicable product page, written quote, or final order confirmation controls. If no method is stated, confirm receiving requirements with us before shipment. A loading dock or forklift is preferred for many freight shipments. Liftgate service is provided only when expressly included or confirmed and when the shipment's dimensions and weight are eligible. Long, heavy, or oversized products may require a forklift, skid steer, telehandler, or an adequately staffed hand-unload plan. Driver assistance is not an unloading service and cannot be relied upon.

If professional installation has been purchased, the written installation scope controls only where it specifically assigns delivery, unloading, or material-handling responsibility.

Customer-Caused Shipping and Storage Charges

The customer is responsible for documented carrier charges caused by inaccurate or incomplete delivery information, an unavailable receiver, an unsuitable or inaccessible site, or requirements that were not disclosed before shipment. These charges may include redelivery, detention, storage, reconsignment, address correction, missed-appointment, and undisclosed residential or limited-access fees, and may be passed through or separately invoiced at the actual amount charged.

If an order is ready but shipment or delivery is postponed because the customer is not ready or cannot receive it, the customer is responsible for actual documented storage, rehandling, rebooking, detention, or related costs caused by the delay. Payment of those costs may be required before release, redelivery, or additional delivery service.

Receiving and Inspecting Freight

Before signing the bill of lading or proof of delivery, count the shipping units and inspect the shipment and packaging from all sides. Note every visible shortage or sign of damage specifically on the delivery document, including affected package numbers or products. General notes such as “subject to inspection” may not preserve a freight claim. Take clear photos of the full shipment, all sides of any damaged packaging or product, labels, and the signed delivery document.

Please always accept the shipment, even if damage or shortages are visible. Do not refuse any delivery. Refusal rarely speeds resolution and can create additional delay, freight, or storage charges. Instead, accept the shipment, document the condition carefully on the delivery paperwork, take photos, and contact us immediately so we can assist.

Keep all products, packaging, pallets, labels, and delivery documents until we confirm they may be discarded. Report visible damage or shortages immediately after delivery. Report concealed damage or missing components as soon as discovered and no later than 48 hours after delivery, subject to any shorter carrier or manufacturer deadline documented with the order or shipment.

When reporting a problem, provide the order number, product name, package or piece count, a description of the issue, photographs, and a copy of the delivery document. Timely and complete documentation helps us evaluate the issue and pursue the appropriate carrier or manufacturer process. Depending on the circumstances, the resolution may involve replacement parts, repair, a carrier claim, or another appropriate remedy.

Delays and Updates

Production, transit, and delivery estimates may change because of manufacturer availability, customization, weather, carrier capacity, access restrictions, or other conditions outside our control. We will share material updates available to us, but we cannot guarantee a particular ship or delivery date unless that commitment is expressly stated in a final written agreement.

Contact Us

For shipping questions or to report a delivery issue, email sales@RubberMulchOutlet.com or call or text (210) 512-9888. Please include your order number and delivery address.