Frequently Asked Questions

Q. How do I know what size Tarp my Rainbow needs?
Q. Is Wind or Storm Damage covered by the warranty?
Q. Is EVERY crack or split on my wood covered by the warranty?
Q. What is the length of the warranty?
Q. Is non-residential use covered by the Warranty?
Q. Who is responsible for labor charges?
Q. Who is responsible for freight charges?
Q. Who can make a warranty claim to Rainbow?
Q. How long will it take the factory to review my warranty claim?

Q. How do I know what size Tarp my Rainbow needs?
A.

• a.   In order to help get you the correct Tarp for your Play System, we will need to know which Year and Model you have.
• b. Measurements – Even though you may have your invoice, we still need to confirm the actual size of your tarp. Please provide measurements from the old tarp or measure key parts on your set.
• c. Measure key parts of the set.

• i. Email us a picture of the set as a whole.
• ii. For both Castles and Clubhouses: Measure the length of the tarp boards with the snaps..these are the boards onto which the tarp snaps on each side of the set.
• iii. For Both Castle and Clubhouses: Measure the length of the Center Posts…these are the two boards that stick up in the air and hold up the top tarp board, creating the peak of the roof. We need the length of the entire board.
• iv. For Castles only: Measure the length of the Top Joist with Swing Holes..this is the board that runs across the back of the set on which the swing beam rests. The two side tarp boards are attached to the end of this board.
• v. For Clubhouses Only: Measure the length of all 4 sandbox boards. These are the 4 boards that run along the ground, connecting the 4 corners of the set. They should either be all 4 the same length (a square), or there will be 2 longer boards and 2 shorter boards (a rectangle).

Q. Is Wind or Storm Damage covered by the warranty?
A. “No warranty is offered on the following: (1) equipment subjected to abuse, negligence, improper installation, vandalism, acts of God, unauthorized alteration or attachment of equipment other than authorized Rainbow accessories; or (2) equipment subjected to abuse, service or repair by customer or any third party.”

Q. Is EVERY crack or split on my wood covered by the warranty?
A.

• The warranty covers wooden components against structural failure due to wood rot or insect infestation. Natural characteristics of wooden play equipment can include peeling, splintering, minor cracking caused by weather, seasonal checks and surface cracks, knot holes and knots. Such imperfections that do not affect the structural integrity, or do not affect the functionality of the component or system are not covered under warranty.
• All warranty claims are subject to approval by Rainbow Factory. They reserve the right to approve or deny each and every claim. Each distributor is the authorized dealer that will handle the claim and all shipping and labor charges will be paid to them.

Q. What is the length of the warranty?
A. The length of the warranty is determined by the warranty that was in force at the date of purchase. This may vary between different parts, sets and years. Please refer to your install manual or catalog for the year your set was purchased. We also have a copy of each warranty listed in the Warranty Guidelines section.

Q. Is non-residential use covered by the Warranty?
A. Unless specifically stated in the catalog or manual for your set, all Rainbow warranties are only valid for residential use in a single family dwelling. This does not apply to the Commercial Line.

Q. Who is responsible for labor charges?
A. You are responsible for any labor costs to replace the parts

Q. Who is responsible for freight charges?
A.

• The freight is the original purchaser’s responsibility and must be pre-paid before your warranty order is processed. Once the warranty parts are processed the pre-paid amount (shipping) is non-refundable. Shipping/handling/delivery from the factory to our warehouse or to your address is your (the purchaser’s) responsibility.
• You will be required to acknowledge the shipping and labor charges that you will be responsible for once you have been given the information about your warranty parts.
• Warranty parts can be sent with the next stock order shipment to a local warehouse if available in your territory. This may take anywhere from several weeks to several months…this time can vary greatly, especially depending upon the time of the year and the frequency of orders. Expedited shipping is available for those customers who want to pay for the separate shipping charges. Expedited service takes about 4-6 weeks

Q. Who can make a warranty claim to Rainbow?
A. All Rainbow warranties are only to the original purchaser as shown on the invoice.

Q. How long will it take the factory to review my warranty claim?
A. Please allow up to 3-4 weeks for a response from our company. The response time will vary depending on the season. Our busiest time of the year is Spring and Summer, during this time expect a 3 to 4 week lead time.