General Questions
Q: What kind of wood do you use ?
A: Our play sets are made from Cedar. This is a strong wood that is naturally resistant to decay and rot. They are pre-treated with a water-based stain that is both environmentally safe and child-friendly. For full information on the construction of each set please refer to our product pages.
Q: Do your sets include wood ?
A: Yes. All our products come with all the wood and hardware you need to build the product. All you need is a few basic tools.
Q: For what age range are your play sets made ?
A: The ages range from 3-10 years old.
Q: Do you have a catalog you can send me?
A: Our playsets are all shown on our website including a product description, specification, dimensions and a selection of pictures. We do not publish a catalog at this time for the range of home-build sets.
Purchasing Questions
Q: Is it safe to buy online ?
A: Yes. We have invested considerable time and money into providing a safe and secure shopping environment. Our Roman Cart shopping basket is approved for use by all major credit card operators.
Q: Will I find the same product cheaper elsewhere?
A: At no time have any of the products sold by Garden Adventure been sold cheaper in the UK by anyone else. We work very hard to price our products competitively so should you somehow source an item elsewhere, which is identical to ours, at a cheaper price and in stock, please tell us and we will endeavour to beat their price.
Q: What payment Methods do you accept ?
A:You can pay for your shopping in a number of ways, whether it is on-line or over the telephone. We accept Mastercard, Visa, Switch, Solo, Delta or Maestro. We can also accept cheque, postal order or Bank Transfer, but these can cause delivery delays whilst payment clears.
Q: Will I be notified that my order has been received ?
A: When you place your order on-line you will receive an immediate email confirmation containing your order details and invoice confirmation. You will then be contacted by our shipping dept who will arrange delivery with you.
Q: What happens if a product is out of stock ?
A: If a product is out of stock we will announce "Out of Stock" on the product page.
We make every effort to keep our inventory in stock at all times. However, on occasion, our stock levels do run down and we will communicate this to you. If you happen to make an order on stock that is not currently unavailable, we will endeavour to find a suitable replacement at your approval. If this is not possible, we will reimburse your payment in full.
Pricing
Q: Why is your website price lower than other sites or local stores ?
A: People often say that you get what you pay for, which in most cases is true, especially with wooden playsets, but there are always exceptions to the rule! Our supplier imports directly from the worlds largest playset manufacturers, not importers and not distributors. This means that we sell to you, the customer, at the price many wholesalers sell to people that also sell to you. This means that you effectively save between 10-30%, the margin that would normally be added to such items.
Q: Does your price include shipping ?
A: No, there is a shipping charge of £24.00 which covers all mainland UK except the Scottish Highlands. For this area and Islands, please call for a delivery cost.
Delivery Questions
Q: How long will it take to get my playset ?
A: For our home build play sets you will normally receive delivery between 3 and 14 days. However, delivery time will vary depending upon your location and selected delivery options.
Q: What is the delivery process ?
A: After placing your order you will be contacted prior to delivery by our shipping department. You will be provided with very detailed and clear shipping information. We aim to deliver all products within 14 days of order unless we have advertised that stock is not available.
Q: How big are the boxes ?
A: It depends on the playset or product, but most playset boxes are big and heavy. They are as long as the longest pieces of wood in the set, which is normally the slide, swing beam and uprights (legs). Most play sets are at least 2m long and 50cm wide. Sandboxes, playhouses and accessories are in smaller boxes but vary subject to their dimensions.
Q: If I order more than one product will they all arrive together ?
A: Probably not. This is because climbing frames, swing sets and accessories often ship from different warehouses. We try to ensure they arrive within a day or two of each other.
Assembly
Q: Can I use sand or mulch for the base of the playset?
A: Sand, mulch, rubber bark, and other soft materials are great for the ground under the playset area. However, the playset should NOT rest on these materials. You should make sure the ground is firm and level, if necessary use paving stones or other solid materials as the footers for the playset. You must also secure the set with stakes provided. Once the playset is securely resting on these solid footings, then you can surround it with your preferred soft material.
Q: How much area is required for the playset ?
A: We recommend a 1.8m (6 foot) perimeter around the set and above it for maximum protection against interference with other garden items.
Q: How do I get started assembling the set ?
A: We STRONGLY recommend taking out all the parts and laying them on the ground or garage floor before you assemble anything. Match the parts with the parts list in the manual and mark them. This will also help you identify any parts that might be missing. Once everything is laid out, then begin assembling step by step from the manual.
Maintenance Questions
Q: How should I maintain my set ?
A: A playset is a large wooden structure that requires maintenance. There are many customers whose playsets last for years as a result of simple steps taken to ensure the wood's longevity. The wood on your playset comes with a thin coat of stain that provides uniform coloration. Stain does not protect wood, however. Most customers have the best results when they sand and stain their wood then seal it with an oil-based sealant. In order to maintain your warranty you must maintain the wood and inspect it monthly. Remember, stain is for colour and sealant is for protection. Your play set should be re-stained annually.
Q: Do I need to stain the playset after I get it ?
A: We suggest you treat the wood once each year. Not only will this keep it looking nice but will also help it last as long as possible.
Q: What kind of stain should I use ?
A: We used a water-based treatment when we made the products. You can use a water-based or oil-based stain at your discretion. However, once you switch to oil you will not be able to return to water-based from that point forward. Your local home improvement, hardware or DIY store will have plenty of options and suggestions for you.
Q: What else should I do?
A: We suggest you check bolt tightness and all hardware periodically to ensure everything is in proper order.
Q: What do I do when a bracing element breaks ?
A: Bracing elements break when the playset becomes unlevel. As a playset settles, its centre of balance can sometimes shift placing an undue amount of stress in a single area. When a bracing element cracks, it's time to check the set monthly for levelness. Take a level and ensure that all areas of your playset that are supposed to be level are level. If the ground is not level, dig out the high ground with a spade. Make sure all of your hardware is loosened and then re-tightened uniformly afterward to accommodate the leveling changes made. Test it out with swinging and let us know if you need any further help.
Q: My playset is swaying. What should I do ?
A: As a playset settles, its centre of balance can sometimes shift placing an undue amount of tension on a single area. If swaying occurs then t's time to check the set for levelness. Take a level and ensure that all areas of your playset that are supposed to be level are level. If the ground is not level, dig out the high ground with a shovel. Make sure all of your hardware is loosened and then re-tightened uniformly afterward to accommodate the leveling changes made. Test it out with swinging and make corrections as necessary.
Q: My playset is leaning. What should I do?
A: Using a level, check the fort horizontally from the bottom of the playset to the top. Start by verifying that the baseboards are level. If you have high ground, dig it out. Move higher now, checking every tier for levelness. When checking the floor, ensure that the centre of the floor is as level as the outside edges and the four corners. Check to ensure that tarp assembly is level. Check the swing beam/monkey bar brace, the rungs on the deck ladder, and the rungs on the rock wall. Check to see that the rock-wall brackets are level. Check to see that the fort angle brace brackets are level with each other.
Once you've checked the horizontal levelness, it's time to check it vertically. Check all uprights, wall slats, tarp uprights, deck ladder rails, rock-wall rails, and verify that they are straight. Once the fort is horizontally and vertically level, tighten the hardware to ensure it stays that way.
For the monkey bars/swing beam portion:
Check to see that the ground beam is level. If it is not, dig out the high ground. Check that the two green plastic angle brace brackets are even with each other. Check the rungs and beams of the monkey bars for levelness. On occasion, the monkey bar or swing beam will lean into the fort causing the assembly to become unlevel. Once it is level, tighten your hardware down uniformly and make sure it is staked to the ground.
Q: I need replacement parts. How can I order them?
A: If you just got your playset and there are missing parts, please e-mail us the exact part numbers. We'll send the replacements to you.
If you have an older playset then you can often purchase parts from us, but you need to know the name of the set and ideally the year you bought it so we can ensure the bits we send will fit your model.
Q: How can I best prepare for our new playset so it stays sturdy and firm for years to come ?
A: The most important this you can do to keep your playset from moving around is to ensure it remains on a very solid base. If using a soft material such as mulch or sand and the set can actually make undercuts in the material which opens up the chance for movement, ensure you lay this after assembling the set. If necessary, install some paving stones and set the playset on them, then anchor it for maximum stability.
Warranty and Parts
Q: What if a part is missing ?
A: If you find that a part is missing or parts are broken, please contact us immediately with the part number, the item model (name) and your complete address. We can respond quickly with replacements if you give us all the details.
Q: What is the warranty on your playsets ?
A: The warranties vary by playset. Each playset details page shows the warranty link for that product. You can open the warranty document and read about it for that set.
Q: I have an older playset. Do you have parts for it ?
A: In many cases we still have parts for older playsets. Please contact us with your information and what you need. We'll get back to you with part availability and pricing information.
Q: Some of the wood is cracked. Is this normal ?
A: Yes. Wood is a natural product and will check, crack or warp in different climatic conditions. Wood absorbs and looses moisture during different times of year, the surface checks or cracks appear as moisture leaves or is absorbed by different parts of the wood at different rates. It does not compromise the strength or structural integrity of the wood. Cedar is naturally resistant to decay and rot.
Returns and Refunds
Q: What if I want to return my purchase ?
A: We allow you to return your purchase within 30 days of receipt as long as you follow the instructions and agree to the Terms and Conditions document.
Q: Do you charge a re-stocking fee ?
A: Yes. We charge a restocking fee. This is because playsets are heavy, large, and cost a lot to ship back and forth. We want you to be satisfied, but we do not want you to purchase without being absolutely sure this is what you want. For full details of our returns charges please see our terms and conditions.
Q: What is your returns policy ?
A: Please read our returns policy contained within our terms and conditions for full information. It explains very important purchasing, shipping, and return policy information to which you must agree before we can ship your playset.
Q: What if I have thrown away the original packaging ?
A: We will not accept returns without the original packaging. All returned products must be disassembled and packed as new, in a condition fit for re-sale. If this is not the case then the returned item will be refused or you will be charged in line with our terms and conditions.
