FAQ
Frequently Asked Questions
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Shipping
For a full summary of our shipping policy visit our Shipping Policy page.
Where do you ship to?
We ship nationwide. When placing your order, please ensure you have chosen whether you live in the North Island or the South Island.
How long will my order take?
Orders are generally dispatched from our warehouse in 1-3 business days. From there, it will typically take several additional business days to reach you depending on your location.
Assembly
Is it difficult to assemble the playground equipment?
All of our products are designed so you can assemble them yourself. They come with comprehensive step-by-step assembly instructions. Our wooden products even come with pre-drilled and semi pre-drilled holes to make your job that much easier. Standard tools are needed for assembly, and having the right tools can make the job go faster (e.g. with our wooden products having a powered drill driver instead of a simple handheld screwdriver will make setup much faster).
Do you offer help with assembly?
You can check out our friends at Kitset Assembly Services to book a professional. Quotes are available for all of our products on their website. Just follow the portal here and leave the stress of what fits in where, to them.
What is the best way to get started assembling my play set?
We recommend taking all the parts out of the boxes, spreading them out and separating them by part number before you begin any assembly. This will make it easier to follow the instructions and should make for a smoother assembly process.
Do you make custom play sets?
No, sorry we don't. All of our products are pre-made kit sets. We have a growing range of play sets to suit different types of play. The models are specifically designed to meet safety standards and should not be altered.
Can the play equipment be customised or altered?
Our play equipment is pre-packed kit sets and designed to specific safety standards. Therefore, we do not offer customisations and we do not recommend that you alter or customise your play set. However, with our swing sets, you can attach our bucket swing seats (which are designed for smaller kids) to our swing set frames. That is no problem.
Wood Care
For a full summary of our wood care instructions visit our Natural Timber page.
The wood has a bend in it, should I be concerned?
Wood is a natural product, so it's normal for your wood to have bends or to not be perfectly straight. It should not affect the structural integrity of your playset. But if you have any concerns, please just send us detailed photos and we can assess it.
The wood has a crack in it, should I be concerned?
Like our little rascals, no two pieces of wood are exactly alike – each has its own personality and will react differently to the climate. This can result in timber openings or ‘wood checks.’ A wood check is the separation of the wood fibres running with the grain of the wood. A wood check does not affect the strength or durability of the wood or the structural integrity of your playset. However, there can be rare cases where genuine wood splits occur. This happens when the crack develops past the halfway point of the piece of timber, effectively splitting it into two separate pieces. If you're unsure, please send us detailed pictures and we can assess the wood.
When I opened the box I noticed the wood has a slight sparkle on it, why is that?
This is a natural wood fibre. It indicates the wood has reached proper planting age and is ready to be used. Don't worry, you don't need to do anything, the fibres will disappear over a few days.
Product Manuals
I’ve lost the Product Manual, where can I find a new one?
You can download this from the Product’s webpage. Find your product on our Shop All page, click on it and scroll to the section of the Product’s webpage called ‘Product Specifications’. Click the grey button and the Product Manual should be at the end of the section.
Returns and Exchanges
For a full summary of our Refunds Policy please visit our Refunds Policy page.
General Information
Do you have a showroom where I can view your products?
We are currently an online-only store and do not have a showroom. However, we hope to have a showroom or store in the future.
Where are your products made?
Our playgrounds are manufactured by our partners in China and our Wood Stain & Sealers are manufactured by our partners in the USA. We are a 100% NZ family-owned business, and our products are all stocked in our warehouses in Auckland and Christchurch.
Can your equipment be used for public playgrounds and schools?
We're sorry, all of our products are designed and tested for home/domestic use only. They are not meant for public playgrounds, schools, kindies, etc.