Orders & Returns

If you cannot find a message from our team, it’s a good idea to first check your spam or junk folder, as emails sometimes get filtered there. If the message is still missing after checking, you are welcome to contact us directly, and we will provide further assistance to ensure your request is handled properly. Having certain details ready will help us process your inquiry more efficiently. This includes the email address used to place the order, the delivery address associated with the purchase, or the last four digits of the credit or debit card used. Providing at least one of these pieces of information allows us to locate your order quickly and respond accurately.

These guidelines apply to purchases made directly through our website. If your Playground or Play Pass was purchased from an authorized retailer such as Best Buy, Target, Walmart, Sam’s Club, or through Amazon, please reach out to the respective retailer for assistance with returns or refunds, as their processes differ from ours. For products purchased directly from us, returns are accepted within 30 days of the delivery date. To make the process easier, we provide a prepaid return shipping label, so customers do not need to cover the cost of sending the item back. Additional specifics and any exceptions can be found in our Refund Policy, which outlines all relevant procedures and conditions.

For Play Pass subscriptions obtained directly from Nex, refunds are available within seven days of the activation date, but this refund policy is limited to the first Play Pass purchase. If you have questions regarding non-returnable items or special circumstances, please refer to the Refund Policy for clarification. This ensures transparency and helps you understand which purchases are eligible for return or refund.

Once we have received your returned item, we will begin processing your refund. Typically, it takes seven to ten business days for the funds to appear back in your original method of payment. By following these steps and providing the requested details upfront, you help us manage your request more efficiently, minimizing delays and ensuring a smoother return or refund experience. Our goal is to make the process as straightforward as possible while providing support at each stage so that customers feel confident and informed throughout.

We encourage customers to keep records of their purchase and any communication related to returns or refunds, as this information helps resolve issues quickly. Our team is committed to assisting with any questions or concerns and making the entire process clear and hassle-free. By adhering to these guidelines, customers can expect a consistent and reliable experience when returning items or requesting a refund. This approach is designed to ensure satisfaction while maintaining a fair and organized process for all parties involved.