FAQ
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Product Info
What should I do before delivery & installation?
Prior to installer’s arrival, entire installation area must be cleared and grade must be level within 3”. If the area is not prepped, the installation date will be rescheduled. Customer or authorized representative must be home during installation. Customer is responsible for complying with any Home Owner’s association regulations and restrictive covenants.
What is the age range for your playsets?
Our swing sets are recommended for children age 3 - 11.
Is everything I need included with the set?
Everything you need is included.
Are the play sets made in the US?
Our swing sets are comprised of components from both China and the US. We sort and package our sets at our factory, located in Georgia.
Does sand come with the playset?
Sand is not included.
How many kids can play on a set at once?
We typically recommend one child per play activity. For example, one child per swing, one on the slide, one on the rock wall, etc.
What is the weight capacity/weight limit for the set?
The swing set’s platform can hold up to 800 pounds. The maximum swing beam load is 425 pounds - the two included swing belts can hold up to 150 pounds each and the trapeze bar can hold up to 125 pounds. The slides can also hold up to 150 pounds.
My lumber has what appear to be sparkly fibers on the surface? What is this?
The type of cedar we use on our sets has a natural sap-like element that, after milling, sometimes presents as a sparkly type of sheen on the surface of the wood. It is nothing to be concerned about and shouldn’t cause any issues.
Can we flip the swings to the other side of the set?
The majority of our swing sets cannot be flipped because several parts are unidirectional.
Can you assemble the set without the swing beam for a stand-alone fort?
We do not recommend separating the swing beam from the fort as these components were designed to work in conjunction with each other.
Can you swap the slide and rock wall?
This depends on a variety of factors. If you have any questions about a specific set, please contact us.
Can we hang swings from a tree?
We recommend that our swings are hung from swing hangers that allow for articulation. Because there are too many unknown factors involved (branch strength, stability, height of tree, etc) we cannot recommend our swings be hung from a tree.
Can we use your swings on another company’s playset?
While of course we’d prefer you to use our swings on one of our playsets, if you already own a swing set by a different company have no fear - our swings will connect to any swing set that uses spring clips and ductiles/swing hangers to connect swings.
Is the set easy to disassemble and move?
The set can be disassembled and taken with you when you move. You should be able to put it back together securely at your new house with the help of the manual. It is possible that, after many years, some hardware may be difficult to remove and may need to be replaced.
Does the set need a sealant once it’s set up?
All of our cedar lumber receives a factory stain on all sides of the boards. We recommend that you apply a sealant or semi-transparent stain with sealant within the first 90 days of owning the swing set. Oil based stain or water based stain may be used. *TIP – while the set is new, take a small board from to the store with you so they can color match the tint of the stain or sealant.
Can a set be installed on a sloped hillside?
You will need to dig a channel away from the high side of your swing set in order for the set to sit level on the lower side of the grade. If you require a channel depth of more than 6”, then we recommend you have your play set area professionally graded before completing assembly.
How do your sets hold up to winter weather?
We suggest sealant to help protect your set from the elements. Surprisingly, the heat, sun, and rain during the spring and summer months can be harder on your set than the cold and snowy winter. As long as the wood is properly cared for, a blanket of snow actually insulates the lumber from the sun and UV rays during the winter. We do recommend that all swing belts, fabric/vinyl canopies, and other pliable features be removed and stored indoors during extremely cold weather to prolong the lifespan of these play activities. With proper maintenance, your set and accessories should last for many years.
Can you put this set on concrete?
No, our playsets are not for use on concrete. Since almost 60% of all injuries are caused by falls to the ground, protective surfacing under and around all playground equipment is the most critical safety factor on playgrounds. Asphalt and concrete do not have any shock absorbing properties and therefore are not safe for use as surfacing materials under our sets.
Order Questions
How do I change quantities or cancel an item in my order?
To edit your order please contact us.
Hours of Operation: Monday - Friday 8 AM - 5 PM ET
Phone #: 888-827-9056
Email: support@gorillaplaysets.com
How do I track my order?
You will receive an email once your order has shipped. In the email there will be a link to track your order.
My order never arrived.
Click the tracking link in your email from us to track your order status. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.
An item is missing from my shipment.
Click the tracking link in your email from us to track your order status. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.
My product is missing parts.
Click the tracking link in your email from us to track your order status. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.
When will my backorder arrive?
Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you.
How do I return my product?
Click here for complete details regarding our return policy.
I received the wrong product.
If you feel that you have received the wrong product, please contact us within 72 hours of receiving the product.
What is your return policy?
Click here for complete details regarding our return policy.
When will my order ship?
Please see each individual item page for more information on the availability of each item. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.
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When will my credit appear on my account?
Credits usually take 7-10 business days from the time we receive your item(s).
When will my credit card be charged?
Your credit card will be charged immediately upon your order. In order to improve efficiency and assure that your items are shipped to you as quickly as possible, payment must be received before your order is submitted and processed.
How do I contact you?
Please click here to send us an email. You can also call us at 800-882-0272 Monday through Friday from 8am to 5pm ET.