FAQ – Backyard Discovery UK
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Q: Where are you based?

Our US corporate offices are in Pittsburg, Kansas, about 20 miles NW of Joplin, MO where we also have R&D, Customer Service, Order Fulfilment, and Distribution. We also have design and minor manufacturing facilities in Siloam Springs, AR, and a major distribution centre in Kansas City, MO. Our major manufacturing facilities are in China.

In the UK, we have a team based across the country as well as our warehouse and distribution base in Cheshire.

Q: How long have you been in business?

We have been manufacturing play sets for over 20 years. In 2007 we merged with the other large swingset manufacturer, Adventure play sets of Amarillo, TX. This made us the largest play set manufacturer in the US. We have been selling our sets to large retailers such as Wal-Mart, Sam's, and Toys-R-Us for years. We also manufacture a line of high end specialty play sets branded Backyard Adventures. These sets are modular and can be configured to your specifications and are sold through a nationwide dealer network.

Q: Where can I buy your products?

Our products are available through retailers around the UK that include: Amazon, Wayfair, B&Q, The Range and Costco. We also sell our products direct to the consumer through our website and our current international channels are expanding.  For a complete list of international retailers please contact Customer Service.

Q: I want to sell your products. Can I be a dealer?

We have programs for resellers, both stores and online. Please use the Contact Us form to send us your inquiry.

Q: Your products are made from wood. Do you protect the environment?

Yes we do, as environmental preservation is very important to us. First, we participate in the Sustainable Forest program which means that four saplings are planted for each 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 for the kiddos.

Q: Where are your products made?

While some of our products are made in the US, most are made in China under contract to us and to our specifications.


Q: Can I use sand or mulch for the base of the play set?

Sand, mulch, and other soft materials are great for the ground under the play set area. However, the play set should NOT rest on these materials. You MUST make sure the ground is level and firm. You must also secure the set with stakes provided. Once the play set 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 play set?

We recommend a 6 foot perimeter around the set and above it for maximum protection against interference with other yard items.

Q: How do I get started assembling the set?

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. Also, read through your owner’s manual from beginning to end to understand the flow of assembly, this will save you confusion and time. Once everything is laid out, then begin assembling step by step from the manual.

Q: I can't find my manual. How can I get another one?

We publish all the manuals on the website on their respective product pages and in our manuals library. When you click on the link for manual you'll see it open and then you have the chance to save it to your computer or print it. Our manuals are published in Adobe Acrobat format. If you do not have Acrobat you can download it FREE from Adobe's site: www.adobe.com.

Q: Can I use a service to assemble my play set?

Many customers contract a service to assemble their set. However, PLEASE make sure YOU inventory all parts FIRST, before the contractor begins any work! If any parts are missing, go to our Support page and follow the prompts to order the parts. We'll send them to you free of charge. We are not responsible for ANY service fees for any reason.

Q: The swing beam end beam is not straight up and down.

This is normal. The end of the swing beam does not make a 90* angle with the ground or the swing beam itself.

Returns and Refunds

Q: Do you charge a restocking fee?

Yes. We charge a 15% restocking fee. This is because play sets are heavy, large, and cost a lot to send 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.

Q: What is your return policy?

Please read our return policy carefully. It explains very important purchasing, delivery, and return policy information to which you must agree before we can deliver your play set. If you buy from us over the telephone, you implicitly agree to these terms and conditions as part of your purchase.

Q: What if I bought my products from [your favorite retailer]?

Then you should contact the company from who you purchased your play set for return policies and information. We will not accept any returns that do not have an RMA number on them that WE issued. If you send us something without an RMA number we issued, we will refuse the delivery and it will come back to you at your expense.

Q: How do I return something?

Write us using our Support Page and ask for an RMA number. We will not accept any returns without a RMA number. 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: How long will it take to get my item?

play sets are heavy and must be delivered by truck. It will take 3-4 days to process your order and get it ready to go on board the truck. Once on the truck it will take 7-10 days for the play set to deliver. If you are in Canada it may take 3-5 days longer. We will send you an email with the tracking number so you can keep tabs on your delivery and plan for its arrival. Accessories and smaller items are sent via package express - generally FedEx.

Q: Are items always in stock?

We do not display inventory levels on our website. If a "Buy Online" button is visible, you can buy the product from our site and it should deliver within the time frame expectations we set on the site. If not, it should only be a day or so longer.

Q: How big are the boxes?

Of course, it depends on the play set or product. Our smaller play sets come in two boxes. The Windsor comes in 6 boxes! They are all 92" long and most are 22" wide. Box height varies from 3" to 9" or so. Playhouses and picnic table boxes vary from this. But it gives you an idea. Accessories are in boxes that fit the size of the product.

Q: If I order more than one product will they all arrive together?

Probably not. This is because play sets are sent from a different warehouse than accessories, etc. So just like Amazon and others, you may get your shipment at different times separated by a few days or more.

Q: Is delivery included?

We offer free delivery included on all our products in the UK!

Warranty and Parts

Q: What if a part is missing?

If you find that a part is missing or parts are broken, click on Service and Support at the bottom of each website page. This will lead you through the process for ordering parts online and/or getting your part requirements to the correct person. Using this method is much faster and more efficient for you than attempting to call Customer Service. Please use the website anywhere you can.

Q: What is the warranty on your play sets?

The warranties vary by play set and brand. Please open the assembly manual for the play set of choice and you'll find the warranty information in the last few pages of the manual.

Q: I have an older play set. Do you have parts for it?

In many cases we still have parts for older play sets. Please follow the procedure under Service and Support.

Q: Some of the wood is cracked. Is this normal?

Yes. Cedar is naturally resistant to decay and rot. However, surface cracks can develop as it weathers and this is perfectly normal. It does not affect the strength of the wood.

Q: How long will it take to get parts?

We try to send within 48 hours of your parts order and we deliver using a courier from the US so it can be anywhere from 4 days to 10 days. If a part is not in stock and needs to be made, it can take a few days longer.

Q: How are parts delivered?

We send parts via either package express or common carrier depending on the size. We use a standard service and do not deliver expedited for any reason.

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01793 205 322

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