Frequently Asked Questions

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Selwood Team Information

General Questions

A: This is a common question. Not all people are experts in wooden playsets and most only realise the range of sizes and prices when they start looking for their children. Our frames are designed and manufactured with home build in mind, including all wood and hardware. Our customer services team are available almost 24/7 via our Live Chat service to help and advise should you become stuck.
A: Our climbing frames are made from Cedar. This is a strong wood that is naturally resistant to decay, rot & infestation. Our wood is pre-stained with a redwood water based stain that is both environmentally safe and child friendly. We offer either a 5 or 10 year wood warranty on our our cedar climbing frames.
A: Yes. All our products come with all the wood and hardware you need to build the product. All you need are basic DIY tools and a little bit of time.
A: The age range is from 3 -14 years old.
A: The maximum amount of users varies depending on the size of the climbing frame. This information can be found on the front page of each manual which can be viewed online within each product. The weight limit per child is 49.9kgs.
A: Our climbing frame are all shown on our website including a product description, specification, dimensions and a selection of pictures. We have also included customer reviews and feedback and a range of available accessories for each featured set. We do not publish a catalogue currently.
A: No. Our climbing frames are manufactured, designed and tested to EN-71 & ASTM standards to meet requirements for private residential use – they are not suitable for commercial use.
A: Our products are rigorously tested by a team of experienced product integrity staff at an independent QA lab. We do constant product evaluation and testing to ensure product quality and to support and comply with the government compliance regulations.

Accessories and Options

A: Our range of accessories can fit most manufacturer’s play sets, although we would advise checking dimensions. We will not supply our modular play system accessories to fit other manufacturers systems.
A: With our boxed sets in many cases the positions at which you install the slides and ladders are interchangeable, but not always. If you would like to do this then please refer to the product description or contact our customer services team. Next Generation Climbing Frames are the most flexible, with a semi modular design, so there is normally no problem re-arranging the layout to suit.
A: We do not recommend changing the way in which the playsets major components are assembled. This includes attachment of swingbeams and monkey bars. Any modifications such as these are at your own risk and may adversely affect the warranty provided, safety and structural integrity of the frame.
A: Yes. We have a selection of swing accessories including baby swings, upgraded belt swings or even a 2-child glider for your play set. The glider has two seats so children can sit back-to-back and 'glide' back and forth. It also has the benefit that it can easily be used by a single child if a friend or sibling is not available.

Returns and Refunds

A: We allow you to return your purchase within 7 days of receipt as long as you follow the instructions and agree to our Terms and Conditions. Once received in unused condition, in original packaging and fit for resale as new we will issue the refund.
A: No, we do not charge a re-stocking fee however it is your responsibility to return the good to us at your cost. If you wish we can arrange for our third party courier to collect the goods from you, but it will be your responsibility to cover these costs.
A: Please read our returns policy contained within our Terms and Conditions for full information. It explains very important purchasing, shipping, and return policy information to which you must agree before we can ship your playset.
A: We will not accept returns without the original packaging. All returned products must be returned unused, in original packaging and be fit for resale. If this is not the case then we will not accept the product back.

Delivery & Collection Questions

A: For our home build play sets you will normally receive delivery between 3 and 14 working days however delivery time will vary depending upon your location. Accessories and smaller products that ship via package or parcel service will normally arrive within 5 - 10 days of ordering. Sometimes accessories ordered with a playset will be delivered separately as this depends on the warehouse your items are dispatched from.
A: We offer a one-man curbside delivery service throughout Australia. You will be contacted by the courier either via sms or phone call for a suitable delivery day to be arranged. The courier will deliver Mon - Fri between either a 10 - 2 or 2 - 6pm time frame of your choice. Someone will need to be home and available to assist the driver with the boxes on delivery due to the bulky nature of the goods. The drivers are not required to carry the goods into your garden.
A: We offer a local pickup service from 13 depots across Australia. As you checkout please select your local depot. Your purchase(s) will be sent to your chosen depot who will contact you directly when the stock is ready for collection. Please view our local page for more information about the collection depots in your area and depot delivery time frames. Currently it is free to collect from our Caringbah NSW depot and $49 to collect from all other depots around the country.
A: It depends on the playset or product, but most playset boxes are big and heavy. They are as long as the longest pieces of wood in the set which is normally the swing beam and uprights (legs). Most play sets are in boxes at least 2.3m long and 50cm wide and most are in plain cardboard boxes. Sandboxes, playhouses and accessories are in smaller boxes but vary subject to their dimensions.
A: Probably not. This is because climbing frames, swing sets and accessories often ship from different warehouses. We try to ensure they arrive within a day or two of each other.

Assembly Questions

A: Sand, mulch, rubber bark and other soft materials are great for the playground surfacing under the playset area however the playset should NOT rest on these materials. You should make sure the ground is level and solid prior to installation. You must also secure the set with the ground anchors provided - these hammer into the ground by approx 20-25cm (no need for concreting). Once the playset is installed securely then you can then surround it with your favorite soft material.
A: We recommend approximately 1.8m (6ft) perimeter around the entire playset. We suggest positioning the set to ensure there's plenty of room for children to access and use the swing, slide and climbing features.
A: All of our climbing frames are supplied with an illustrated instruction manual taking you through the entire build process. The estimated assembly time for a 2 person build is noted on the front page of the manual. We also have all the instruction-manuals available to view and download via our website.
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. Once everything is laid out, then begin assembling step by step from the manual.
A: Our sets are designed specifically for easy DIY home build with basic DIY tools required such as a drill, hammer, ratchet and spirit level. All wood is pre-cut to length, pre-stained and 90% pre-drilled so you just need to follow the manual to bolt and screw together with the included hardware. The playset could be built by 1 person in stages if needed with a 2nd person only required to join the sections together.

About Us

A: We are based in Sydney, Australia and our company trades worldwide from New Zealand, UK and Europe.
A: Yes. Environmental preservation is very important to us. First, we ensure all our manufacturers participate in Sustainable Forest programs (FSC or SFI) which mean that several saplings are planted for each single 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. To read move about this please see our informative blog which describes this in more detail.
A: Selwood was formed in the UK shortly after the millennium through the personal pursuit for a good quality, good value play system. Although the UK market was full of products, they were by and large made from poor materials and were too expensive. The ongoing mission of the company is to provide other parents with the ability to purchase the best quality playsets at the lowest prices. For more information about us please click here.
A: Our layby option is where you are able to place a 10% deposit to secure the stock with the final payment due on the 14th November. Between these dates you can pay up to 6 times via your online account with details provided after checking out. Once you have placed your layby you will receive an email every fortnight to let you know your outstanding balance. Once the final payment is made, we will then organise the delivery to you or your nominated collection depot by the end of November/early December. Our layby range can be viewed here.

Purchasing

A: Yes. We work with both Thawte and Security Metrics to ensure our website and shopping cart are safe and secure for you to use. For more information on our secure shopping policy please click here.
A: This button means you can purchase the playset right there on our website. If the button says ‘out of stock’ we are currently out of this item but stock should be arriving shortly. If the button displays ‘discontinued line’ the items are out of stock and will not be replaced. We may display items as ‘Layby’ this means that stock is arriving shortly and you are likely to pick up a fantastic layby deal.
A: You do not need to apply for or set up an account. When you make a purchase our system will store your information for you to enable you to view your order details and invoice.
A: Climbing Frames will not be beaten on price. We don't believe that you will ever find our products cheaper elsewhere. If you do please let us know and we'll do our best to match or beat the price to save you even more money. We will not match prices on auction sites.
A:You can pay for your shopping in a number of ways, whether it is on-line or over the telephone. In addition to Paypal and Google Checkout we accept Mastercard, Visa, Switch, Solo, Delta or Maestro. We can also accept cheque or Bank Transfer, but these can cause delivery delays whilst payment clears.
A: When you place your order online you will receive an immediate email confirmation containing your order details and invoice confirmation. You will then be contacted by our courier who will arrange a suitable delivery day with you.
A: We make every effort to keep our inventory in stock at all times. However, on occasion, our stock levels do run down and we will communicate this to you. If you happen to make an order on stock that is not currently available, we will endeavour to find a suitable replacement at your approval. If this is not possible, we will reimburse your payment in full.
A: There are numerous outdoor toy manufacturers and brands. We sell our own outstanding value products alongside those of the world's biggest manufacturers to provide you with a direct comparison.
A: No. Our climbing frames are pre-packaged in kit form, boxed and sealed in our warehouse ready for dispatch to you.
A: This is an exceedingly important question. We display the product sizes and often show footprint images of our sets so you can determine the length, width and height to ensure your desired products will fit in your garden. We would also always advise to leave a safety area around your playset of approximately 1.8m (6ft) to allow for movement around the set and help minimise injuries should children fall from the set.

Pricing

A: People often say that you get what you pay for, which in a large amount of cases is true, but there are always exceptions to the rule. We import directly from the world's largest playset manufacturers, not importers and not distributors, we import directly. This means that we sell to you, the customer, at the price many wholesalers sell to people that also sell to you. This means that you effectively save between 10-30%, the margin that would normally be added to such items.
A: The majority of products on our website have delivery subsidised, but most items will incur an additional charge depending on which delivery service you choose. We charge a sensible and reasonable delivery price for each product given many items are in excess of 2m long and over 50kg. Delivery varies by product and postcode location so the best way to check your price is to use the delivery price checker, or to proceed through the first stages of the checkout process. Our customer services team will be happy to help should you have any questions or problems.

Maintenance

A: A playset is a large wooden structure that requires maintenance. There are many customers whose playsets last for years as a result of simple steps taken to ensure the wood's longevity. The wood on your playset comes with a factory applied water based stain. This gives your playset the attractive glow, and over time the set will weather due to UV (from the sun) and rain. To ensure your playset is protected from the elements, we'd advise you re-apply a water based stain or sealant as required. You are welcome to use another colour stain if you wish, your local DIY store will be able to advise what they have that's most suitable. We recommend water based as this is more child, pet and environmentally friendly. If you use an oil based stain or sealant then you must continue to use oil based in subsequent years as you will not be able to revert back to water based.
A: We suggest you treat the wood once each year. Not only will this keep it looking nice but will also help it last as long as possible.
A: We used a redwood water based stain when we made the products. You can use a water based or oil based stain at your discretion. However, once you switch to oil you will not be able to return to water based from that point forward. Your local home improvement, hardware or DIY store will have plenty of options and suggestions for you.
A: We suggest you check bolt tightness and all hardware periodically to ensure everything is in proper order.
A: Bracing elements break when the playset becomes un-level. As a playset settles, its centre 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.
A: As a playset settles, its centre of balance can sometimes shift placing an undue amount of tension on a single area. If swaying occurs then it's time to check the set 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 make corrections as necessary.
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 centre 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 un-level. Once it is level, tighten your hardware down uniformly and make sure it is staked to the ground.
A: If you just got your playset and there are missing parts, please visit https://www.climbingframes.com.au/parts/ and complete the parts request form. We'll normally dispatch the replacements to you within a couple of days.

If you have an older playset then you can often purchase parts from us, but you need to know the name of the set and ideally the year you bought it so we can ensure the bits we send will fit your model.
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. If using 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, ensure you lay this after assembling the set. If necessary, install some paving stones and set the playset on them, then anchor it for maximum stability.

Warranty and Parts

A: If you find that a part is missing or damaged, please visit https://www.selwood.com/climbing-frames/aftersales-parts/ and complete the parts request form. We will then advise as soon as the part is dispatched along with the tracking details and expected ETA.
A: We offer either a 5 or 10 year wood warranty on the wood and a 1 year warranty on all plastic and metal components. Each playset details page shows the warranty link for that product. You can open the warranty document and read about it for that set.
A: In many cases we still have parts for older playsets. Please contact us with your information and what you need. We'll get back to you with part availability and pricing information.
A: Yes. Wood is a natural product and will check, crack or warp in different climatic conditions. Wood absorbs and looses moisture during different times of year, the surface checks or cracks appear as moisture leaves or is absorbed by different parts of the wood at different rates. It does not affect the strength or structural integrity of the wood. Cedar is naturally resistant to decay and rot.

Still need help? Contact us now for expert advice

With offices in Australia, UK & Europe, our staff are available to assist you when you need them. We're exceedingly proud of our fast, knowledgeable and helpful live chat service, backed up with our telephone and email support. We have specialist sales and after-sales care teams to assist you with either purchasing or building your wooden play equipment. Alternatively you can visit our blog to read about our latest news, offers and promotions.