Frequently Asked Questions - FAQ

DIY Box Set Play-Sets

General Questions | About Us | Accessories | Assembly | Buying

Maintenance |Returns & Refunds | Shipping | Warranty & Parts

General Questions

Q: What kind of wood do you use?
A:
Our playsets are made from 100% Chinese Cedar. It is a strong wood that is resistant to decay and rot. It is NOT pressure treated with chemicals. It is treated with a water-based solution that is environment and kid-friendly.

Q: Do your products include wood?
A:
Yes. All our products come with all the wood and hardware you need to build the product. All you need is the tools and your favorite beverage

Q: For what age range are your playsets made?
A:
The ages range from 3-10 years old.

Q: I run a day care. Can I use your playsets?
A:
No. Our playsets are designed for single residential use only. Any use of our playsets in a commercial situation such as churches, day cares (no matter how small), hospitals, apartment buildings, etc. will void the warranty and we will not be responsible for the product or any results of using the product in commercial situations.

About Us Back to Top

Q: Where are you based?
A:
Our physical store is located in Ijamsville, MD just a short distance from our Nation’s Capitol.  Our corporate offices are in Pittsburg, KS, about 20 miles NW of Joplin, MO where we also have R&D, Customer Service, Order Fullfilment, and Distribution. We also have design and minor manufacturing facilities in Siloam Springs, AR and a major distribution center in Kansas City, MO. Our major manufacturing facilities are in China.

Q: How long have you been in business?
A:
We have been manufacturing playsets for over 20 years. In 2007 we merged with the other large swingset manufacturer, Adventure Playsets of Amarillo, TX. This made us the largest playset 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 playsets branded Backyard Adventures.

Q: Your products are made from wood..Do you protect the environment?
A:
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?
A:
While some of our products are made here in the US, most are made in China under contract to us and to our specifications.

Accessories Back to Top

Q: Can I use options from other manufacturers?
A:
We do not recommend using accessories from other manufacturers. This is because we do not know the extent to which they have been tested for strength and weight, etc. Any modifications or changes you make to your playset are at your own risk.

Q: Can I install the slide and ladder in different positions?
A:
In many cases the positions at which you install the slides and ladders are interchangeable but not always. We suggest you follow the directions and assemble the playset as described there.

Q: Can I leave off the monkey bars or switch the position of them and the swing beam?
A:
We do not recommend changing the way in which the playsets major components are assembled. This includes attachment of swing beams and monkey bars. Any modifications such as these are at your own risk.

Q: Can I buy a different slide or swing for my set?
A:
Yes. In many cases you can purchase spiral slide or a toddler swing for your set. However, not ALL slides work with all sets. Please don't hesitate to email us, Info@BYAMidAtlantic.com with your questions so we're sure you order the correct accessory.

Assembly Back to Top

Q: Can I use sand or mulch for the base of the playset?
A:
Sand, mulch, and other soft materials are great for the ground under the playset area. However, the playset should NOT rest on these materials. You MUST make sure the ground is leve and firm. You must also secure the set with stakes provided. Once the playset 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 playset?
A:
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?
A:
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?
A:
We publish all the manuals on the website on their respective product pages. 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 playset?
A:
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, please contact us. We'll send them to you free of charge. We are not responsible for ANY service fees for any reason.

Q: Do you recommend an assembly service?
A:
We do have limited access to installers in your area through the United Assemblies network.  Please keep in mind we have not dealt personally with most of these companies.  If there is one listed in your area, we can only provide you with contact information; it is your responsibility to research their credentials and business rating before contracting them to provide you with service.  We cannot provide you with the legitimacy of their business or be liable for any work that you contract them to perform.

Q: The swing beam end beam is not straight up and down.
A:
This is normal. The end of the swing beam does not make a 90* angle with the ground or the swing beam itself.

Buying Back to Top

Q: What is the difference between the various brands on your site?
A:
We manufacture a number of playsets under different brands so that it easier for customers to differentiate sets sold by one retailer versus another. They are all manufactured by us using the same wood and quality processes.

Q: How is Backyard Adventures different?
A:
Backyard Adventures is our specialty line of playsets. These sets are configured so you can "design" your own with multiple towers, tunnels, "racing" slides and much more! They are awesome! We sell them here on this site; they are listed as the TreeHouse, Peak, Space Savers, Explorer, and Expedition Series.  For the ULTIMATE playset, check them out!

Q: Does your price include shipping?
A:
Yes!  Shipping is always included on all DIY sets as well as most of the products found on this site.

Maintenance Back to Top

Q: Do I need to stain the playset after I get it?
A:
You must stain or seal the wood on your playset, garden, playhouse or dog cottage once each year to make it last and also to keep the warranty intact.

Q: What kind of stain should I use?
A:
You must treat your wood product annually with a stain or wood sealant. This is required for the warranty to remain intact. We used a water-based treatment when we made the products. You can use a water-based or oil-based stain - your choice. However, once you switch to oil you will not be able to return to water-based from that point forward. We sell the suggested water-based stain on this site in a beautiful, rich, dark redwood color.

Q: What else should I do?
A:
We suggest you check bolt tightness and all hardware periodically to ensure everything is in proper order. Gravity, rain and regular use may cause a swingset to become unlevel, causing it to rock and sway. To ensure that your set is stable, place a level on all horizontal and vertical surfaces to verify that it remains 100% level. If you find high ground, it must be dug out, it you find the set starts to lean, you simply loosen the hardware, realign the structure and retighten uniformly.

Q: My swing set rocks or sways too much. What can I do?
A:
Rocking and swaying are usually caused by uneven ground under the playset. Level the ground and make sure the ground is firm (not soggy or loose material). Then, make sure the set is staked down using the stakes supplied with the set.

Q: What do I do when a bracing element breaks?
A:
Bracing elements break when the playset becomes unlevel. As a playset settles, its center of balance can sometimes shift placing an undue amount of tension on a single area. When a bracing element cracks, it's time to check the set monthly for levelness. Take a level and ensure that all areas of your playset that are supposed to be level are level. If the ground is not level, dig out the high ground with a shovel. Make sure all of your hardware is loosened and then re-tightened uniformly afterward to accommodate the leveling changes made. Test it out with swinging and let us know if you need any further help.

Q: My playset is leaning. What should I do?
A:
Using a level, check the fort horizontally from the bottom of the playset to the top. Start by verifying that the baseboards are level. If you have high ground, dig it out. Move higher now, checking every tier for levelness. When checking the floor, ensure that the center of the floor is as level as the outside edges and the four corners. Check to ensure that tarp assembly is level. Check the swing beam/monkey bar brace, the rungs on the deck ladder, and the rungs on the rock wall. Check to see that the rock-wall brackets are level. Check to see that the fort angle brace brackets are level with each other.
Once you've checked the horizontal levelness, it's time to check it vertically. Check all uprights, wall slats, tarp uprights, deck ladder rails, rock-wall rails, and verify that they are straight. Once the fort is horizontally and vertically level, tighten the hardware to ensure it stays that way.

For the monkey bars/swing beam portion:
Check to see that the ground beam is level. If it is not, dig out the high ground. Check that the two green plastic angle brace brackets are even with each other. Check the rungs and beams of the monkey bars for levelness. On occasion, the monkey bar or swing beam will lean into the fort causing the assembly to become unlevel. Once it is level, tighten your hardware down uniformly and make sure it is staked to the ground.

Q: How can I best prepare for our new playset so it stays sturdy and firm for years to come?
A:
The most important thing you can do to keep your playset from moving around is to ensure it remains on a very solid base. Many folks try to put the set on the grass but it's rare that a yard is perfectly level and without bumps. Or, they use a soft material such as mulch or sand and the set can actually make undercuts in the material which opens up the chance for movement. We suggest you take a look at these areas where the foot boards of the playset will rest. If necessary, install some paving stones and set the playset on them, then anchor it.

Returns and Refunds Back to Top

Q: Do you charge a restocking fee?
A:
Yes. We charge a 25% restocking fee. This is because playsets are heavy, large, and cost a lot to ship 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?
A:
Please read our return policy which is available on the Support page of our website. It explains very important purchasing, shipping, and return policy information to which you must agree before we can ship your playset.

Q: How do I return something?
A:
Write us using our Contact Page or call us. We allow you to return your purchase within 30 days of receipt, restocking fees will apply.  Damage and/or missing parts within the first 30 days of receipt are covered at no charge to you and are not grounds for return of the entire product.  Please contact us if this is the case to have the parts replaced.

Shipping Back to Top

Q: How long will it take to get my item?
A:
Playsets are heavy and must be shipped by truck. It will take 2 business days to process your order and get it ready to go on board the truck. Once on the truck it will take 5-7 business days for the playset to ship. We recommend estimating 7-14 business before the product arrives at your address. We will send you an email with the tracking number so you can keep tabs on your shipment and plan for its arrival.  The freight company will make an appointment with you to receive the product and usually will not unload it for you.  We recommend having a physically able person to assist you with unloading. Accessories and smaller items ship via package express - generally FedEx.

Q: Are items always in stock?
A:
We do not normally display items on our website that are not available, if so they will be marked “out of stock”. If a "Buy Online" button is visible, you can buy the product from our site and it should ship within the time frame expectations we set on the site. If not, we will contact you immediately with the expected availability date.  If you find this unacceptable we can choose another set or provide you with a full refund of your purchase.

Q: How big are the boxes?
A:
Of course, it depends on the playset or product. Our smaller playsets 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?
A:
More than likely.  If not, this is because playsets ship 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 shipping included?
A:
On all playsets, Yes!  We believe in making your purchase easy so you can focus on choosing the set that works best for you.  Shipping for full playsets has to be done by a freight company, which costs anywhere from $160.00 to $300.00.  Please keep this in mind when shopping other sites that do not include shipping.

Warranty and Parts Back to Top

Q: How do I register my warranty?
A:

We do that for you!  When we receive confirmation from the shipping company that you have received your set we process your warranty registration with our corporate headquarters.  Keep in mind the warranty will be registered in the name of the customer on the shipping receipt, not the purchaser.  If you are buying this as a gift please contact us immediately after purchase if you choose the warranty to be in your name, you have the right to override the standard.
If you find that a part is missing or parts are broken, contact us and we will work with you in identifying the parts and get the replacements out to you right away

Q: What if a part is missing?
A:
If you find that a part is missing or parts are broken, contact us and we will work with you in identifying the parts and get the replacements out to you right away

Q: What is the warranty on your playsets?
A:
The warranties vary by playset and brand. Please open the product page of interest on this site and click on the Warranty tab.  It can also usually be found in the back couple pages of the installation manual, also found on the specific product page.

Q: I have an older playset. Do you have parts for it?
A:
In many cases we still have parts for older playsets. Please contact us and be prepared to answer questions about your set.  Things like the year purchased and model of the set are all helpful in identifying the set you own and finding the proper replacement parts.

Q: Some of the wood is cracked. Is this normal?
A:
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?
A:
We try to ship within 48 hours of your parts order and we ship using ground service so it can be anywhere from 4 days to 10 days, depending on your proximity to southeast Kansas where our distribution facility is located. If a part is not in stock and needs to be made, it can take a few days longer.

Q: How are parts shipped?
A:
We ship parts via either package express or common carrier depending on the size. We use ground service and do not ship expedited for any reason.