Short answers to the questions we are asked most. If yours is not here, email support@trilumitybeauty.com and we will reply within 24 business hours.
Choosing a Playhouse
How do I know a playhouse will fit my yard?
Start with the width, depth and height on the product page, then add room around it. Mark the footprint on the lawn with string or garden hose and walk around it. Leave clear space in front of any slide exit and along the full arc of any swing, and keep the structure away from fences, walls, trees, washing lines and overhead wires. Choose level ground. If anything about the measurements is unclear, email us the product link before you order.
What is the difference between your three collections?
Slides and swings are raised builds for climbing and active play. Role-play playhouses are shops, stands and vehicles, usually with a front counter for pretend games. Cottage garden playhouses are cottage-style playhouses with porches and flower boxes.
Does a playhouse arrive assembled?
No. Playhouses and playsets arrive flat-packed for you to build, often in more than one box. Wait until every box has arrived, check the contents against the parts list, and follow the maker's instructions in order. Building a larger model is a job for two adults.
What age is each playhouse for?
Follow the age guidance in the maker's instructions for your model. If the listing or instructions do not state an age and it matters to you, email us before you order and we will ask the maker.
Shipping and Delivery
How much is shipping?
Shipping is free on every order to the 48 contiguous states and DC, with no minimum and no surcharge for large or multi-box items. We do not offer an expedited option.
How long will my order take to arrive?
Plan on 10 to 18 business days from the day you order: 2 to 4 business days of handling plus 8 to 14 business days in transit. Business days are Monday to Friday and exclude US federal holidays. Our daily cut-off is 6:00 PM Pacific; anything ordered after that starts handling on the next business day.
Why did only some of my boxes arrive?
Larger playhouses ship in several boxes, and each box has its own tracking number. Boxes can travel separately and arrive on different days. Check the tracking for each one, and email us if a box has not moved for 14 days.
Where do you ship?
The 48 contiguous states and the District of Columbia only. We cannot deliver to Alaska, Hawaii, Puerto Rico, US territories, PO Boxes, APO/FPO/DPO addresses, or any address outside the United States.
When do I get tracking?
Within 24 to 48 hours of dispatch, by email. The final mile is handled by USPS, UPS or FedEx, chosen by the shipping line rather than by you.
Duties and Customs
Will I be asked to pay duties or customs charges?
No. Your order ships from our fulfillment partners in China on a Delivered Duty Paid (DDP) basis, which means the import duties and taxes are paid by us before it arrives. You owe nothing on delivery. If a courier asks you for a payment anyway, do not pay it; email us with your order number and we will take it up with them.
Returns and Refunds
How do I return something?
Email us within 30 days of delivery with your order number. We issue an RMA number and return instructions. The playhouse must be unused and not assembled, with every box and part. There is no restocking fee. Please do not send anything back before you have an RMA number.
Who pays for a return?
If it arrived damaged, defective, incomplete or wrong, we do. If you changed your mind, you pay the return postage, which for a large flat-packed playhouse can be substantial — another reason to check the size before you order.
Where do returns go?
To our returns facility at 602 Fountain Parkway Suite B, Grand Prairie, TX 75050. Returns stay in the United States — never send an item to China, and never send one to our Denver mailing address.
A part is missing or broken. What now?
Report it within 48 hours of delivery with photos of the part, the box and the shipping label. We send a prepaid return label if a return is needed, and you choose a replacement or a full refund. It costs you nothing.
How long do refunds take?
We issue the refund to your original payment method within 5 to 7 business days of receiving and inspecting the return. Your bank then takes another 3 to 10 days to post it.
Can I cancel an order?
Yes, within 24 hours of placing it and provided it has not yet been dispatched. Email your order number as soon as you can.
Discounts
How does WELCOME15 work?
WELCOME15 takes 15% off your order. One use per customer, and it cannot be combined with another code. There is no countdown attached to it.
Contacting Us
Why does nobody answer the phone?
Because +1 (719) 345-1188 is a monitored voicemail box, not a live answering desk. Leave a message with your order number and we call back within one business day; stated hours are Monday to Friday, 8:00 AM to 6:00 PM Pacific. Email is consistently faster, and it gives us the order number and photos in writing.
Last updated: October 1, 2026