Support

We've worked hard to create the very best trampolines for our customers. With fantastic products comes great responsibility, so we're honoured to provide high quality customer service at every stage of your Vuly Trampolines experience.

 

 

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Installation Services

*You acknowledge and agree that by proceeding with or selecting or choosing to use any of the suggested service providers regarding installation or any other assistance or service in connection with the Spin Master or Vuly products or goods or items, Spin Master or Vuly is in no way providing any advice, whether professional or otherwise, or specifically directing you to use such service providers and your use of any of the following information is entirely at your own risk, for which Spin Master or Vuly shall not be liable or responsible by any means, including but not limited for any injury, personal injury, damage, property damage, cost, expense, loss of income or loss of any kind whatsoever suffered by a you in connection with the use of any suggested service provider, or in connection with the installation of any Spin Master or Vuly products or goods or items. Spin Master or Vuly does not make any representation or warranty whatsoever regarding the services or work provided such service providers. You shall be fully responsible and liable for all possible risks, dangers, hazards or other circumstances which may arise in connection with the installation of the products or goods or items or use of any service providers and you shall be fully responsible and liable for ensuring that any information accessed through this website meets your specific requirements (including all possible risks, dangers, hazards or other circumstances), and Spin Master or Vuly makes no guarantee as to the information’s usefulness or applicability to your particular circumstances.

 

Vuly offers a warranty period of:


  • Medium Thunder Trampoline
    Thunder
  • 8Years
    Frame Tubes & Joiner Poles
  • 2Years
    Safety Net & Mat (excl. print)
  • 1Year
    Leaf Springs

  • Vuly2 Trampoline
    Vuly2
  • 7Years
    Frame Tubes & Joiner Poles
  • 5Years
    Springs, safety net & mat (excl. print)
  • 1Year
    Safety Pads
  • Vuly Lite Trampoline
    Vuly Lite
  • 6Years
    Frame Tubes & Joiner Poles
  • 5Years
    Springs, safety net & mat (excl. print)
  • 1Year
    Safety Pads

Our warranty covers manufacturing defects and damage to your product, subject to the exclusions listed in the Vuly Warranty Policy.

Lodging a claim

If you purchased a Vuly Trampoline in America, please take a minimum of three photos that show the defect or damage and fill out the form to the right.

Alternatively, you can submit photographs and claim by post:

Postal warranty claim form [PDF]

Product Registration

If you purchased a Vuly Trampoline through one of our trampoline resellers, you may register your product to receive ongoing support, news, discounts and more.

Just e-mail a copy of your proof of purchase to support@vulytrampolines.us.

Make a warranty claim

Click Here

Frequently Asked Questions

  • Customer
  • Resellers

What is the maximum weight limit for a Vuly trampoline?

The Vuly 2 has a maximum weight limit of 330lbs for all the four sizes, 8ft, 10ft, 12ft and 14ft.

The Thunder Trampoline has a maximum weight rating of 330lbs across all sizes.

Are Vuly trampolines made in USA/Australia?

Vuly's trampoline frames are made from Australian steel that is galvanised both inside and out. The UV-resistant trampoline jumping mat material is made in USA. The manufacture and packaging of our trampolines is performed in China.

What is your policy on faulty trampolines?

We ask our customers to email us photos of the trampoline fault in order to determine whether the damage was caused by normal use or if it is the result of a manufacturing defect. If it is decided that the damage was no fault of your own, we will replace the part as soon as possible. For more information, read our warranty policy.

Please note: if you report the problem within 3 months of receiving the trampoline, delivery of any components will be free. After 3 months, you may need to pay a small delivery fee for the replacement parts. For this reason, we recommend checking all trampoline parts upon receiving the packages, even if you don't intend to set it up until a birthday, Christmas, or other special event.

Is the Trampoline Tent water proof?

No. The Trampoline Tent is water resistant, but not water proof. The Trampoline Tent can only handle light rain due to the strength of the material. It is advised that the tent should be removed during rain to keep it in good condition.

Am I able to extend my trampoline warranty?

 

Yes. Our one year standard warranty can be extended to three years for a one-time fee additionally.

If you wish to purchase an extended warranty, you can do so within 7 days from the day you receive the goods.

 

How heavy is the trampoline?

Thunder is not a light trampoline. The parts have been designed to be strong and sturdy to ensure the best possible bounce, and therefore are quite heavy.

The total weights for Thunder are:

Medium: 378.97lbs

Large: 488.8lbs

Extra Large: 560.64lbs

Are they bouncy?

Yes, Thunder is bouncy! In fact, Thunder has been designed to provide the best bounce of any backyard trampoline.

We have used tapered leaf springs to provide the best bounce for all users. Smaller bouncers will use the top leafspring, and larger bouncers will use all three leaf springs, which will alleviate pressure on your joints and enable you to go higher than ever before. We've even added a higher trampoline enclosure to keep you safe while you're in the air.

How do I move the Thunder Trampoline?

Due to Thunder's heavy nature, we recommend setting up your trampoline in the ideal position in your backyard, to avoid having to move your trampoline around once installed.

It may also be tricky to mow underneath your trampoline, so we suggest placing it on a concreted surface if you have space available, so that mowing isn't an issue.

We are currently developing an accessory that will assist with the moving of your trampoline, but at this stage it is best to keep it stationary in the location in which you set it up.

How do I apply to become a Vuly Reseller?

Fill out the New Dealer Inquiry Form or Call us at (866) 608-8664 to request an Application Form.

How long does it take to apply for an account?

Once you've submitted your online application or we receive your Application Form, you will be notified by email within 24 hours about the outcome of your application. Please check your junk mail if you signed up using the online application form and did not receive an email.

If you've selected to apply for a Credit Account, a Vuly trade account specialist will advise you of the outcome of your application within a few business days.

What are the costs associated with becoming a Vuly Reseller?

There are no costs involved with the Vuly Reseller Program. If you've been accepted for credit, however, you will need to meet your minimum purchase amount per annum as outlined in your Supply Agreement to maintain your status as a Vuly Authorised Reseller.

How can I pay for my order?

We accept a variety of payment methods including Credit Cards, Direct Deposits/Wire Transfer or Checks. Please contact your Account Manager to determine what would be the best method of payment for your account.

Email: VulySales@spinmaster.com

Toll Free: 1-866-608-8664

Where can I see Vuly products?

Images of our full range of trampolines, product specifications and packaging dimensions are available on our website.

How much does delivery cost?

You are free to choose how you purchase your inventory, Domestic or Prepaid.

The Prepaid price include an allowance for shipping and is shipped direct to your store, while domestic pricing does not include shipping costs and in this case you will arrange your own shipping from our closest distribution center.

How long does delivery take?

We do our very best to make sure that each order ships quickly. Sometimes, however, factors arise that can delay the delivery of your order such as traffic, weather and misdirected freight. In general, orders are usually dispatched from our warehouse within 24 hours, but may take up to three working days.

I didn't apply to become a Vuly Reseller. Why am I receiving emails?

If you've received an email from Vuly but believe you have not applied to become a Vuly Authorised Reseller, please disregard the emails and notify us by return email or phone so that we can remove you from our mailing list.

How do I make a warranty claim for my customer?

Vuly understands that since you deal with multiple products and suppliers, customer warranty claims can be frustrating and time-consuming for you.

This is why Vuly accepts 100% responsibility for its warranty process. On the occasion that a warranty issue may arise, we provide full product service and post-sales support to all customers who purchase

Vuly products through you. We will respond to all warranty claims and deliver spare parts directly to customers to save you valuable time and resources.

For full details about Vuly's Warranty Policy and how you can direct your customer in lodging their claim, see our Warranty Policy or contact Vuly on 1 866 608 8664.

How do I contact my Vuly Trade Account Specialist?

Your Vuly Account manager can be contacted by dialing 866 608 8664 then selecting option 2.