Wooden Climbing Frame FAQ, Help and Advice

Please use the quick links below to easily navigate you way through out Frequently Asked Questions.
Please note: Quick link access key is Q, and tab to navigate.

General Questions

Q: You do such a large range, how do I know what I want?
A: This is a common question. Not all people are experts in wooden playsets, and most only realize the range of sizes and prices when they start looking for their children. We have two distinct ranges, one is designed and manufactured with home build in mind, with a complete set including all wood and hardware. The other is a premium modular system, where you pick your basic fort and deck height, then add swings, slides, and a whole host of other features and accessories until you have the perfect system for your children, garden and budget. Our customer services team are able to help and advise should you become stuck.

Q: What kind of wood do you use?
A: Our modular play systems are constructed from Redwood and Cedar and home build play sets are made from Cedar. These are strong woods that are resistant to decay and rot. They are pre-treated with a water-based stain that is both environmentally safe and child-friendly. Our swing sets are constructed from Pine, this wood is pressure treated to ensure it is protected from the elements and long lasting. 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 the tools and your favorite beverage.

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 have also included customer reviews and feedback, and a range of available accessories for each featured set. We do not publish a catalog at this time for the range of home-build sets, but we do have a catalogue for the premium modular play systems available to view both online and a hard copy we can post to you. If you would like a copy of this please (click here) and complete the brochure request form.

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. For more information on our secure shopping policy please click here.

Q: What is the buy online button?
A: This button means you can purchase the playset right there on our website. If the button says ‘out of stock’ we are currently out of this item but stock should be arriving shortly. If the button displays ‘discontinued line’ the items are out of stock and will not be replaced. We may display items as ‘pre order’ this means that stock is arriving shortly and you are likely to pick up a fantastic pre-order deal.

Q: Do I need to set up an account?
A: You do not need to apply for or set up an account. When you make a purchase our system will store your information for you to enable you to view your order details and invoice.

Q: Will I find the same product cheaper elsewhere?
A: At no time have any of the products sold by Climbing Frames UK 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 guarantee to beat their price. In addition to this we offer a price promise which ensures that even if you find the product cheaper after you have purchased from us, we will refund the difference.

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.

Q: What is the difference between the various brands on your site?
A: We differentiate the sets to enable easy recognition between the types of set you are purchasing. We have playsets designed for home build, premium modular garden play systems, roundwood swing sets, and a selection of playhouses and other garden play equipment.

Q: How is Backyard Adventures different?
A: Backyard Adventures is our specialty line of modular playsets. These sets are configured so you can "design" your own with multiple towers, tunnels, climbing walls, rope ladder, swings, slides and much more! They offer the ultimate in garden play systems and outdoor climbing toys because they can be designed to fit the space, budget and features you have and need.

Accessories and Options

Q: Can I use accessories on sets from other manufacturers?
A: Our range of accessories can fit most manufacturer’s play sets, although we would advise checking dimensions. We will not supply or modular play system accessories to fit other manufacturers systems.

Q: Can I install the slide and ladder in different positions?
A: With our boxed sets in many cases the positions at which you install the slides and ladders are interchangeable, but not always. If you would like to do this then please refer to the product description or contact our customer services team. Backyard Adventures sets are fully modular, so there is not problem re-arranging the layout to suit.

Q: Can I leave off the monkey bars or switch the position of them and the swing beam?
A: We do not recommend changing the way in which the playsets major components are assembled. This includes attachment of swing beams and monkey bars. Any modifications such as these are at your own risk and may adversely affect the warranty provided.

Q: Can I buy a different swing for my set?
A: Yes. We have a large selection of swing accessories including baby swings, upgraded belt swings or even a disk swing or tyre swings for your play set.

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 a large amount of cases is true, especially with wooden playsets, but there are always exceptions to the rule! We import directly from the world largest playset manufacturers, not importers and not distributors, we import directly. 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: Depending on the range. The boxed home-build playsets come with free delivery, although this service is basic, and we have supplied an optional premium delivery service by request of our customers. Shipping is extra on the Backyard Adventures modular play systems. Installation/Fitting is chargeable on both ranges.

Q: I live in Ireland. Can you deliver to me and what are the prices for your products in Euros?
A: We can deliver to Ireland, or any other country in Europe. Simply go to our home page and select your country from the drop down list at the top right. This will refresh the screen to display current stock, pricing and language options. Pricing will be displayed relative to your county’s local currency.

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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.
Modular play systems are normally delivered and installed within 21 days, however this will depend upon your location and chosen day of install. If you selected a factory order item delivery will be longer, but you will be informed of this at time of purchase.

Accessories and smaller products that ship via package or parcel service will normally arrive within 3 days of order. Sometimes accessories ordered with a playset will be delivered separately; this depends on the warehouse your items are dispatched from.

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 to deliver all products within 14 days of order unless we have advertised that stock is not available. Rest assured our website is linked to our warehouse stock control so when we are out of stock this will be displayed on the website. At the point of order we provide detailed shipping information.

Q: Are items always in stock?
A: No, obviously our inventory levels vary lines are superseded and updated. We do not display inventory levels on our website but if a "Buy Online" button is visible, the items is in stock and you can buy the product from our site.

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 level and solid, 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 favorite soft material.

Q: How much area is required for the playset?
A: We recommend a 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.

Q: Do you offer an installation service?
A: Our modular play systems are built by our trained installers due to the complexity of the sets. Our boxed wooden play sets range are designed for home build and come with comprehensive picture based instructions, they do take some time to build however, so if you are pushed for time or don’t feel up to the build then we have a national network of installers ready to help you out. Click here for further information.

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 color 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 center of balance can sometimes shift placing an undue amount of tension on 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 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 let us know if you need any further help.

Q: My playset is swaying. What should I do?
A: As a playset settles, its center 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 center 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 they 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 affect 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, 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.

Q: How do I return something?
A: Call our Customer Service number and ask for an RMA number. We will not accept any returns without a RMA number.

About Us

Q: Where are you based?
A: We are based in the UK, although our company trades worldwide, from the UK, through Europe to Australia.

Q: Your products are made from wood. Do you protect the environment?
A: Yes. Environmental preservation is very important to us. First, we ensure all our manufacturers participate in Sustainable Forest programs (FSC or SFI) which mean that several saplings are planted for each single tree removed to make our sets. Also, we use a water-based treatment on our wood as we prepare it for boxing. The treatment looks great, it is environment-friendly, and is non-toxic.

Q: Why are you in the climbing frames business?
A: Climbing Frames UK was formed shortly after the millennium through the personal pursuit for a good quality, good value play system. Although the UK market was full of products, they were by and large made from poor materials and were too expensive. The ongoing mission of the company is to provide other parents with the ability to purchase the best quality playsets at the lowest prices. For more information About Us please click here.

Q. How does your pre-order scheme work?
A. We will occasionally run pre-order special offers on selected products for a short period of time. These offers provide huge savings over normal retail prices but are strictly for a limited number of items. We take a 10% non-refundable deposit on order and 90% settlement prior to booking and dispatching the item for delivery.