Frequently Asked Questions

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Product Info

General Questions

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.

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.

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.

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.

Swing Set Configuration/Customization

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.

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.

This depends on a variety of factors. If you have any questions about a specific set, please contact us.

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.

This depends on a variety of factors. If you have any questions about a specific set, please contact us.

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

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.

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).

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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 on your unit)

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.

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

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.

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

Click here to login and check your order status.

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.

You will receive an email once your order has shipped. In the email there will be a link to track your order.

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.

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.

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.

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.

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

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.

Click here to login and edit your account.

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.

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.

Click here for complete details regarding our return policy.

If you feel that you have received the wrong product, please contact us within 72 hours of receiving the product.

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.

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

We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.

This website is protected with SSL (secure socket layer) encryption - the highest standard in internet security.

Pricing & Billing

Credits usually take 7-10 business days from the time we receive your item(s).

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.

Yes! We offer financing through Affirm. More information on financing can be found on our Affirm page here.

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.

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

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.

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.

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

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.