FREQUENTLY ASKED QUESTIONS
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. See manual for
instructions on how to properly install your Safety Net. In some cases, the poles will bend after being inappro-
priately 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 of this particular part.
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. Reseat 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. Please submit your request via e-mail at: [email protected], or you can call:
866-498-5269 to speak with a representative. If you still have your proof of purchase, you may be eligible for a
discounted rate even if you are out of warranty.
Question: “Something was missing from the packaging,” or “I discovered a damaged piece during
assembly” or “I’m within my warranty period (specific information found on page 2), and I need a
part that broke due to a manufacturer’s defect, what can I do?”
Answer: Contact Customer Service at: [email protected] or by calling 866-498-5269. You must
have your proof of purchase and/or order confirmation available to be considered for warranty replacement.
You must report missing pieces within 30 days from date of purchase. Please be aware that under our limited
warranty, for some parts we require a picture of the damaged item and/or return of the item to our quality con-
trol office for review.
For more information on this product please visit www.pureglobalbrands.com
