FAQ – Backyard Discovery Canada
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FAQ

Q: How long have you been in business?

We have been manufacturing swing sets and patio products for over 35 years and are sold directly and through an international dealer network.

Q: Where can I buy your products?

Our products are available directly and through an international dealer network that includes: Wal-Mart, Amazon, Overstock, Home Depot, Lowe’s, and Toys-R-Us. 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.

Assembly

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 product?

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 product?

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.

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 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?

Please read our return policy carefully. It explains very important purchasing, shipping, and return policy information to which you must agree before we can ship 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 ship us something without an RMA number we issued, we will refuse the shipment 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.

Shipping

Q: How long will it take to get my item?

Our products are heavy and must be shipped 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 ship. 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 shipment and plan for its arrival. Accessories and smaller items ship via package express - generally FedEx.

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 Skyfort III 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 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?

All prices are inclusive of shipping costs.

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 item. Please open the assembly manual and you'll find the warranty information there.

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 ship within 48 hours of your parts order and delivery could take 4-10 days.

Q: How are parts shipped?

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.

(800) 856 4445 8 am to 5 pm (CDT) Mon - Thur 8 am - 7 pm (CDT) Fri - Sun

8 am to 5 pm Central Time Monday through Friday

A member of our team will get in touch with you as soon as possible

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