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Frequently Asked Questions

FAQ

Have questions? We've got answers!

Product Info

-General Questions

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 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 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.

-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.

Swing Set Installation/Maintenance

Do you offer installation?

*NOTE: Purchasing professional installation through our website directly is currently unavailable. We recommend reaching out to installers in your area to see if they're available for installation.* Our swing sets are designed so that a DIYer could put one together in a day or two (depending on experience and amount of help they have). We also offer professional installation if you don't want to put the set together yourself. Please click here to learn more about your installation options and to find a list of installers in your area.

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.

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

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

-Order Status

Has my order shipped?

Click here to login and check your order status.

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.

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?

Our swing sets ship for $99. 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?

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. 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.

-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.

-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.

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