We had a horrible experience with the company. First, our trampoline arrived without all of the parts. We had planned on giving it to our kids as a surprise for Christmas. Needless to say the Christmas surprise was ruined. Once customer service finally did get back with us it took 3 days to send the package and then they shipped it standard mail- which took even longer. It was after new year’s before my kids got to have fun on something that was a mere lack of quality control.There is no customer service phone number . You must deal strictly through email. It is not an American company. I would never have purchased through them if I realized this was how problems were handled.