Frequently Asked Questions
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Product Info
-General Questions
What is a residential playset?
A residential playset is designed and certified for use at homes rather than commercial areas such as parks, schools, or businesses. They are safety tested to withstand the use that would come from being in a backyard rather than somewhere that receives high volume of use all throughout the day.
Why should I choose your playsets over others in the market?
Gorilla playsets are kid tested and kid approved. We offer phenomenal playsets that will keep your kids entertained for hours and give you piece of mind due to our playsets designed for safety and endurance.
Are your playsets environmentally friendly?
Our playsets are built from sustainably sourced cedar wood. We also make almost all our slides here in the US with 100% recyclable plastic. We gather all the plastic scraps and any defects from the slide formation process, and they are melted back into plastic sheets to be reused.
How long have you been manufacturing playsets?
Gorilla Playsets has been in the playset business since 1993, and our design engineers have many years of combined experience in designing safe, innovative, and sturdy playsets.
What is the age range for your playsets?
Our playsets are designed for children of all ages. We offer toddler swings that range from 18 months to 4 years old, and our other swings are great for anyone old enough to hold themselves up and weigh less than 225 lbs. Our slides are also great for any age, whether it is older kids climbing up and sliding down or for the youngest of kids being picked up and safely guided down.
Is everything I need included with the set?
Everything you need to install the set is included. You can also take a look at the assembly manual ahead of time to see what is entailed in the assembly process and the tools required to build the set.
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. To calculate roughly how much sand you will need to fill your sandbox, use our handy sandbox sand calculator!
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.
-Swing Set Safety
What safety standards do your playsets adhere to?
All our products are ASTM certified for residential use. We also certify with CPSIA and CPSC.
How often should I inspect my playset for wear and tear?
We suggest that playsets be checked at least twice a year for any signs of damage or issues. Each bolt on the playset should be tightened especially the first few years as all the pieces settle. The wood sealant should also be monitored for wear to ensure that water does not begin to soak into the set.
Do the playsets come with safety instructions?
Yes, all our products come with safety instructions and guidelines for proper use.
Are there weight limits for the swings and slides?
Yes, we pride ourselves in our strong products but with everything there is a limit. Most of our slides have a weight limit of 250 lbs. and our belt swings have a weight limit of 225 lbs. However, the manual will include weight limits for all included accessories and should be referred to before use.
What type of materials do you recommend to minimize injuries from falls?
We recommend the use of the ASTM standard for outdoor playset ground surface materials. This includes a minimum depth of 9 inches of loose fill materials such as wood mulch/chips, engineered wood fiber, or shredded rubber mulch for equipment up to 8 feet. Keep in mind that the materials will compact over time and will need to be periodically refilled. We offer all this information and more in our installation manuals which are included with each playset.
-Swing Set Configuration/Customization
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. If you'd like to ask about a specific set, please contact us.
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. We do, however, offer our Five Star II Space Saver Swing Set or our Chateau Tower Swing Sets as stand-alone options.
Can I add monkey bars to this set?
This depends on a variety of factors. If you have any questions about a specific set, please contact us.
Can we hang a tire swing under a deck instead of the picnic table?
On most of our sets there is not a large enough safety zone under the deck for a tire swing. This is why our Sun Series swing sets include wider bases than many of our other sets. Tire swings also need at least a 5’ deck to provide enough headroom.
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.
How do I dispose of the playset once my children outgrow it?
Depending on the condition of your playset it may be possible to relocate it another home for other kids to enjoy. However, other ways of disposing of the playset could include repurposing the wood for planter beds or taking the set apart and transporting it to a local dump. We do not recommend that you burn your playset especially if sealant and stains have been used.
-Swing/Accessory Questions
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.
Do the swings come with swing hangers?
Our swing belts use spring clips (which must be purchased separately) to attach to iron ductiles/swing hangers on your set (also not included with this swing, although they do come with our swing sets).
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.
Can I add additional features or accessories in the future?
We offer many accessories and features that can be added to existing playsets. Our swings can be replaced with other swinging activities, types of swings or a trapeze arm and our slides can be replaced with other types of slides that match with your play deck height. We also offer monkey bar add-ons and a Sky Loft add-on for certain playsets.
Swing Set Installation/Maintenance
Do you offer installation?
We offer installation in almost all areas of the contiguous United States. We work with local contractors and take care of the whole management of getting the playset delivered and installed.
How soon after our swing set ships should we book an installer?
Please wait until you have received the set and have inspected it for any damage before scheduling your appointment with an installer. Gorilla Playsets is not responsible for any fees incurred for installation appointments scheduled before the product has been received and all parts accounted for.
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. We offer clear sealant or tinted sealant for purchase on our website. Should you choose to use other stain we suggest asking the product covering specialists at any number of specialty paint stores or home improvement centers for a product that should work best for your local environment. *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. Your local paint store, or paint department at Home Depot or Lowes, will be able to recommend the best product to use for your area of the country. Just let them know that the species of wood is cedar.
How do I maintain my playset to ensure its longevity?
The most important ways to maintain your playset include tightening all the hardware, lubricating all metallic moving parts, checking wooden boards for maintenance needs, and keeping the wood sealed.
Can a set be installed on a sloped hillside?
Detailed instructions for leveling your swing set are included in each manual. 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 offer clear sealant or tinted sealant for purchase on our website to help protect your set from the elements, or you can contact your local home center to see what types of sealant/protectants they recommend for your area. 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. More detailed safety and maintenance guidelines can be found in the beginning pages of each swing set manual or on our suggested maintenance page.
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. Appropriate surfacing materials and a fall height guide can be found here.
Do your sets require in-ground mounting?
The majority of our swing sets are designed to be free standing and come with basic ground stakes to help keep the structure in place during normal play activity. Our Five Star II Space Saver Swing Set and our Chateau Tower Swing Sets do require in-ground mounts. If you live in an area that is susceptible to high winds or other forces of nature, there are a number of methods and aftermarket products designed to anchor your swing set to the ground, reducing the risk of damage during a weather event.
DIY Assembly Assistance
Can I install the playset myself?
Every playset comes with detailed instructions for installation and can be assembled with basic household tools. We recommend that time is taken to look through the instructions and enough time is set aside as to not rush through the process.
What tools will I need for installation?
The necessary tools for installation include a drill, ½” & 7/16” sockets & wrench, a hammer, an adjustable wrench, a tape measure, a screwdriver, a Phillips bit, a carpenter square, a 1/8” drill bit, and a posthole digger.
Why are the hex bolts sticking out about an inch after I tighten them?
You have the t-nut on the wrong side of the post. The t-nuts should be installed on the opposite side of the post that you are mounting your 2x4, 2x6, etc. View a quick video showing how to properly install the t-nut bolt here.
What are these strange washers that don't show up in my instructions?
These are torque washers. If they do not show up in your instructions, you have been given an outdated set of instructions. Get the latest copy here.
There aren't any pre-drilled holes in my corner posts for the other bolt. Is this a manufacturing error?
Our 2x6 material generally has two offset holes on each end that mount to the corner posts. One hole will line up with a pre-drilled pilot hole, while the other is fastened with a self-tapping lag screw. In the beginning stages of assembly, the lag screws will not be placed on the unit until after the main frame of the unit is assembled. (Usually within the first 7-8 steps, depending our your unit)
The carriage bolts are spinning when I try to install them. What do I do?
Hold the round head of the carriage bolt with locking pliers (vise grips) while tightening the lock nut. You will need to use an excessive amount of force on the head of the bolt to keep the pliers from slipping.
My carriage bolts will not fit in the torque washer. Am I doing something wrong?
The torque washers were designed to have a tight fit. Place the torque washer/carriage bolt assembly in the location desired and use a hammer to set. If the torque washer still won't set, try using a couple of different ones, as each one has a slightly different tolerance. If after several tries the bolt still won't fit, substitute the torque washer for a 1/2" washer. See the question regarding spinning carriage bolts to avoid any further problems.
Account/Website Questions
How can I purchase a playset?
We accept orders online or over the phone. We recommend trying to order online before calling but our customer service team is always happy to help answer any questions and make sure you are getting exactly what you are looking for.
Can I see the playset in person before purchasing?
Yes, we have a few showrooms that have playsets available for viewing in areas such as Marietta, GA and Waxahachie, TX. We also have authorized Gorilla Playsets dealers in some areas – please refer to our dealer locator to see if one is near you.
-Order Status
Has my order shipped?
Click here to login and check your order status.
Do you offer any warranties or guarantees?
We offer separate warranties on different parts of our playsets including the wood, slides, and accessories. More information can be found on our Warranty page which outlines exactly what we guarantee.
How do I change quantities or cancel an item in my order?
To edit your order please contact us.
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.
Can replacement parts be ordered?
Yes, we have replacement parts for every playset that we sell. For specific parts you will need to contact our customer service line and they will be able to help you further.
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.
-My Account
How do I create an account?
Click here to create a new account. Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private. Please view our Terms & Conditions for more information.
How do I edit my account information?
Click here to login and edit your account.
How much is my shipping?
Fixed shipping varies based on the swing set. Please see individual product pages for fixed shipping rates. Shipping for accessories is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.
I forgot my password.
Click here, then click the 'Forgot your password?' link next to the 'Sign In' button. You will receive an email with instructions on how to reset your password.
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?
We offer a full refund of the product costs that were charged minus the actual outbound and return shipping costs within 30 days of the shipping date. More information on our return process can be found on our Returns & Cancellations page here.
When will my order ship?
Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may login to your account to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment. After being shipped it depends on your location as to how long it will take to be delivered. Please note that the fulfillment time may increase in high demand sales periods.
-Guarantees
Privacy Policy
We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.
Security
This website is protected with SSL (secure socket layer) encryption - the highest standard in internet security.
-Pricing & Billing
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.
Do you offer financing or payment plans?
Yes! We offer financing through Affirm. More information on financing can be found on our Affirm page here.
Are there any hidden costs or fees?
There are no hidden costs or fees, but taxes and installation will add costs to your purchase. Shipping may add costs where free shipping is not available.
Do you offer discounts or promotions?
We run different promotions throughout the year based on holidays and other events. We do not have any lists of future products going on sale, but most playsets will go on sale at some point throughout the year.
-Buyer's Guide
How do I buy/redeem a gift certificate?
Click here to purchase a gift certificate for someone. If you are the recipient of a gift certificate and would like to redeem your gift certificate, simply enter the code that was included on your gift certificate during checkout to apply it.
How do I find my product?
To find the product(s) you're looking for, you may (1) use the navigation menus on the top & bottom of our website, or (2) type a keyword into the SEARCH box. If you have any trouble locating a product, feel free to contact us for assistance.
How do I use a coupon?
After adding items to your cart, click the cart link at the top of this site to view your cart. At the bottom of the shopping cart you'll see a box where you may enter your coupon code.
-Additional Support
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.