FAQ's | TekyGo.com – TekyGo! | Children's Learning and Gaming Console



The most talked about children's learning, activity and gaming toy is now shipping! We know you must have a few questions and rest assured our team is here to help! We've listed everything you need to know so you can keep the magic flowing and possibilities growing with the TekyGo! Portal in your home.


Free Shipping, Return & Exchange Policy

TekyGo! offers free shipping, returns and exchanges to Canada and the Continental USA.

All orders are processed by our team Monday - Friday after 12pm EST. For Priority or 2-Day Delivery, your order must be placed before 12pm EST otherwise it will go out the next day.

All orders shipped within Canada and the USA will arrive within 5 business days. 

When your order is ready to go, you will receive a notification once it's been shipped!


International Shipping

At this time, we're not ready to offer International Shipping. However, we will do our best to accommodate international orders wherever possible. If you are outside of Canada or the USA, please contact us at tekygolive@tekygo.com and we will do our best to assist you.


Shipping FAQ's

When does the return policy become active?

The policy becomes active on the date your item is delivered as stated by your shipment tracking code. 


How do I check the status of my order?

When your order has shipped, you will receive an email notification from us with a tracking number so you can check your order status. Your tracking information could take up to 48 hours to magically transport into your inbox

If, for any reason, you haven’t received your order within 14 days of receiving your shipping confirmation email, please contact us at tekygolive@tekygo.com with your name and order number, and we will get our team on it!

Can I place an order as a gift and enter a different shipping address than my billing?

Yes, your billing and shipping addresses can be different. Please enter this information when you are checking out!


When can I expect my tracking information?

You will receive an email with your tracking information as soon as your order has shipped

. We work to ship all packages within 1 business day.


What happens if I place an order on the weekend?

Our team likes to take a little rest on the weekends! All orders placed on weekends in both Canada and the USA will be processed on the following business day


What is the average shipping time in both Canada and the US?

All orders shipped within Canada will arrive within 2-5 business days. 

If you'd like next day delivery, make sure you place your order by 12pm EST. Any orders placed after this time will ship out the following day


Will there be any additional taxes or costs when it arrives?

All TekyGo! products are duty free!


How do I get a free return or exchange shipping label?

Please visit our Returns & Exchanges Policy page here for more details


What happens if my order gets lost?

Oh no! If your order gets lost, our team will speak with the courier company handling your order. Once we have determined if your order cannot be located, we will ship a new product out to you right away, at no extra cost


What happens if my order is late or slightly delayed?

It is rare, but orders may experience delays due to high demand. If you have any questions or concerns around your order and delivery, please reach out to our team here

Can I cancel my order if it’s already been shipped?

Orders cannot be cancelled once they are in the process of being fulfilled. If, for any reason, you're not happy with your TekyGo! products and would like to continue with a return, you can begin the return process once you have received your products

What happens if my order required a signature and I wasn't home, or if the wrong address was entered?

If your order is for any reason undeliverable, it will be shipped to the nearest UPS, Canada Post or Courier access point. You will then have 5 days to pick up your order before it is returned back to us


Product FAQ's

I am having an issue turning the sound on/ I can’t hear any sound on the Portal. How can I fix this?

  • Ensure the LCD TV sound is turned on 
  • Ensure the remote volume is turned on as well. If the remote volume is set to low or off, the game sound will remain muted
  • Ensure your HDMI cord is properly connected
  • If no other steps are resolving your issue, test the sound using a headset to determine if your Portal is emitting any sound at all. This can be any headset that is operating properly

If you are still having issues, contact our support team here!


How much weight does the Junior Bouncer Trampoline support? 

The maximum weight specifications are 78lbs / 35kgs.


How do I change the user profile on the Portal?

To change the user profile on your Portal, navigate to profile, and then hit select!


How do I customize the user profile on the Portal?

To customize a user profile and make it truly unique, navigate to profile, and then select edit/create


How do I ensure the safety of my children on the TekyGo! Junior Bouncer?

The TekyGo! Junior Bouncer is designed specifically for kids, and includes a safety bar for them to hold onto. The elite design and materials used will ensure safety after long-term use


Can the TekyGo! Portal be used with any trampoline approved for child use?

Yes! The TekyGo! Portal and Sensor are compatible with any trampoline designed for child use. If you have an old trampoline hanging around, TekyGo! Is the perfect way to bring it back to life


Where can I find setup and take down instructions for the Junior Bouncer?

For full take down and setup instructions, visit our manual page here, where you can read and download the steps.


If i don't have the mat included in the set up video as I am using my own trampoline, will the Sensor still work?

Yes! The mat is included with all Junior Bouncer purchases, but if you are using your own trampoline, place the sensor underneath perfectly in the centre!


How big is the TekyGo! Portal?

If you want to ensure your Portal will fit on your TV console, don't worry! The TekyGo! Portal is a little smaller than the average book, so it will fit almost anywhere.


When can we expect new games in the TekyGo! Library?

The TekyGo! Library is always growing as new educational and incredibly fun adventures are added! New games will be launched every 1-2 weeks


What is the maximum weight limit on the Junior Bouncer?

The TekyGo! Junior Bouncer is designed for kids 6 and under, so the weight limit is 35kg


Account and Payment FAQ's

How can I contact customer support?

Our TekyGo! Team is always here to help! We’d love to talk to you in real time, so please use the live chat function on our website from 10am until 6pm EST! If you’d prefer to reach out over email, you can reach our support team at tekygolive@tekygo.com


How do I reset or change my password?

You can update your account password through Shopify, or through your TekyGo! App


Can I review past orders?

Yes! All of your past orders will be saved to your TekyGo! Account! You can view your past orders by accessing your customer account (top right corner of the website), or by opening our live chat in the bottom right corner and clicking on Recent Orders!


What forms of payment do you accept?

We want to make sure TekyGo! Is available to everyone who would like to bring wonder and imagination into their homes! We accept MasterCard, Visa, American Express, PayPal, and Debit MasterCards


How Do I Remove My TekyGo! Account? ​

To remove your TekyGo! Account for our website and app please request by using our App or email tekygolive@tekygo.com with the subject line: Account Removal Request and allow our team 1-2 business days to send an email back to initiate the process.
You can request on the app by going to
My Accounts > My Profile > Request to Remove Account

If requesting by email, please use the same email that was used to make your account for verification purposes.
Your account email is listed by going into our app
My Accounts > My Profile

Once your account is removed you will no longer be able to log into our website or app, and will be unsubscribed to our marketing newsletter and the TekyGo! Game subscription plan (if subscription is still active) by our team.

To request for game subscription cancellation but still keep your TekyGo! account active you can follow the steps here or email us.

If you have placed any past orders or made a subscription with your account, your information on those past orders will still be kept for record purposes.

To re-enable your account after removal please reach out to our team again.​

My Accounts > My Profile.

If over the phone, confirmation of name and address or phone number will need to be verified before we can proceed with an account removal request. 

Once account is deleted the account nor data can no longer be retrieved.