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FAQ

Frequently asked questions on Pure Fun Products

General:

Question: “I had a part missing from my box” or “something was damaged in shipping, can you send it to me?”

Answer: If it has been 30 days or less from the date of your initial purchase, you can contact CUSTOMER SERVICE for a replacement part to be issued. You must report missing pieces within 30 days from date of purchase. Please be aware that under our limited warranty, for all parts we require a picture of the damaged item/or return of the item to our quality control office for review.

Question: “One of my trampoline legs has broken” or “The trampoline padding or mat is damaged, how do I replace it?” 

Answer: If you are still within your warranty period (90-days from initial purchase), you should contact  CUSTOMER SERVICE . You can also purchase replacement padding and mats through our PARTS AND ACCESSORIES STORE

Question: “One or more of my enclosure poles are bending, what should I do?”
Answer: Most likely you have too much tension on the enclosure Safety Net due to the Enclosure Pole Top straps being too tight, or the enclosure elastic bands on the bottom are routed incorrectly. In some cases, the poles will bend after being inappropriately used as handholds, grips, or after someone has hung or swung from them. The poles are not designed to support prolonged or repeated tension from being pulled on, and any damage resulting from these actions is not covered under our limited warranty. Pictures are required for warranty replacement.

Question: “My frame pad keeps shifting after just a few minutes of use. What can I do?”
Answer: You probably have your frame pad too tight. Reset the pad by taking it completely off and following the directions in the “Frame Pad Assembly” section. Remember; do not try to stretch the elastic bands to their tightest point. The bands need some give as the jump mat they are attached to will move significantly when someone is jumping on the trampoline.

Question: “I need to order springs” or “I need to order a new frame pad, who do I contact?”
Answer: You can purchase springs, frame pads, safety nets, jump mats, and frame steel pieces directly from Pure Fun in the Replacement Parts.

Question: “I need to mow the grass under my trampoline” or “I need to move my trampoline across the yard. What is the best way to do this?”
Answer: Once your trampoline is assembled, moving it over distances requires that you use at least 3 adults placed equidistant around the trampoline. During the move, you must lift while keeping it level to avoid damage to the unit. Moving the trampoline for Medium/long distances and/or over uneven ground requires that you tape the top frame joints to prevent slippage.  Never drag your trampoline in order to move it!

Question: “Can I use any brand enclosure for my trampoline, or just Pure Fun?”
Answer: Enclosure designs are very similar, but there are some specific dimensions like the width between legs and spring size which can affect the circumference of the trampoline frame.  As such, we cannot say with confidence whether or not another brand’s enclosure will fit your trampoline.

Question: “My enclosure net seems too tight for the frame, but it’s the right size for my trampoline, what’s going on?”
Answer: The netting is designed to fit snugly around the trampoline frame, and as such you will need to exert reasonable force to secure it to the underside of the top rail.  Do not pull the netting from the fabric itself, or from the elastic bands. Always stretch the material from the sewn seams.

Pure Fun Kids Trampolines:

Question: “The bungee cord has snapped/become frayed, why did this happen? “
Answer: Make sure that the mat was installed properly and is centered within the frame.  An incorrectly installed mat will put excess tension on certain areas of the bungee cord.  Also make sure that you are following the 75lb. weight limit on this trampoline, specifically making sure that only one child is on the trampoline at a time.
You can also purchase replacement bungee cords through our PARTS AND ACCESSORIES STORE.
If you are still within your warranty period (90-days from initial purchase) you should contact  CUSTOMER SERVICE.

Pure Fun Outdoor Play Equipment:

Question: “Is there any maintenance I need to do for my seesaw?”
Answer: You should always double check to make sure all the bolts are tight and secure, and that the main center bar is firmly seated before use.

Question: “A seesaw seat or Handle Bar seems loose, what should I do?”
Answer: Make sure the bolts under the plastic seats and/or handle bar bolts are tight and secure.

Question: “How should I clean my slide or seesaw?”
Answer: You should clean the seesaw with a solution of warm water and non-corrosive/abrasive soap.  Dampen rag with the solution and wipe completely dry before using.

Question: “Is there any maintenance I need to do for my slide?”
Answer: You should always double check to make sure all of the bolts are tight and secure, and that the ground anchors are present and securely in place before use.

Question: “A step on my slide seems loose, what should I do?”
Answer: Make sure the bolts under the plastic steps are secure.