Frequently Asked Questions

Ordering

How do I place an order?

Add the item to your cart and check out on the site. If you'd rather order by phone or need a formal quote for a school, church, or municipality, contact us and we'll take care of it.

Do you accept purchase orders?

[Yes — we work with schools, parks departments, churches, and other institutions that purchase by PO. Email us at [sales@bigsmileplayground.com] with your requirements and we'll send a formal quote and W-9.]

What payment methods do you accept?

All major credit and debit cards, plus [Apple Pay, Google Pay, Shop Pay, and PayPal]. [Financing is available through Shop Pay Installments at checkout on eligible orders.]

Can I change or cancel my order?

Reach out as fast as you can. If the order hasn't been released to the manufacturer, we can usually cancel or modify it at no charge. Once it's in production or has shipped, cancellation may be subject to a restocking or freight fee. Custom-configured equipment generally can't be cancelled once production starts.

Do you price match?

[Yes. If you find the identical item — same manufacturer, same model, same configuration — advertised for less by an authorized U.S. dealer, send us the link and we'll match it or explain why we can't. Note that many manufacturers set a minimum advertised price, so you'll often find the same number everywhere. That's not a coincidence, and it means nobody is quietly getting a better deal than you.]

Shipping & Delivery

How much does shipping cost?

It depends on the order. Playground equipment is heavy and bulky, so freight is priced on three things: weight, dimensions, and where it's going. A single swing add-on and a full cedar playset are very different shipments.

You'll see your exact shipping cost at checkout before you pay. Enter your address and the rate calculates automatically — no estimates, no "we'll invoice you later," no surprise charge after the order goes through.

A rough sense of scale: small parts and accessories ship by standard parcel for [$15–75]. Full playsets and commercial structures ship by freight, which typically runs [$300–800] depending on size and distance. That's what it genuinely costs to put a loaded pallet on a semi and drive it to your driveway — we're not marking it up.

Alaska, Hawaii, and international destinations are quoted separately. Contact us for a rate.

Why isn't shipping free?

Because it isn't, and we'd rather tell you than hide it.

Plenty of sites advertise "free shipping" on freight-sized items and simply build $500 into the product price. You pay the same money either way — you just can't see it, and you can't tell whether you're being overcharged.

We'd rather show you the product price and the freight cost separately, so you know exactly what you're paying for. If you're comparing us against a "free shipping" competitor, compare the delivered total, not the sticker price.

How long until my order arrives?

Most orders ship within [3–10 business days] and arrive [1–3 weeks] after that, depending on the manufacturer and your location. Larger commercial structures and custom configurations take longer — often [4–8 weeks].

You'll get tracking information by email as soon as your order ships. If a timeline is critical, ask us before you order and we'll confirm current lead times.

How does delivery work for large items?

Playsets and playground structures are too big for UPS or FedEx. They ship by LTL freight — a semi truck with a liftgate.

Here's what that means practically:

The carrier will call to schedule. Someone needs to be home during the delivery window.
Delivery is curbside. The driver brings the shipment to the end of your driveway on a pallet. They are not required to carry it into your yard or up a hill.
You'll need help moving it. Plan on two or three people, or arrange for [our installation service / a local handyman] if you'd rather not.
Clear access matters. A tractor-trailer needs room to turn around. Narrow streets, low branches, or steep driveways can be a problem — tell us in advance and we'll flag it for the carrier.

Important: inspect your delivery before you sign

This is the single most important thing on this page.

When freight arrives, inspect every carton before signing the delivery receipt. Look for crushed corners, tears, punctures, and water stains. Count the pieces against the bill of lading.

If anything looks wrong:

Write it on the delivery receipt before you sign. Be specific — "carton 3 crushed, box 5 torn open" beats "damaged."
Take photos of the damage and the packaging.
Email us within [48 hours] at [support@bigsmileplayground.com] with the photos and a copy of the signed receipt.

If you sign a clean receipt and later find damage, the freight carrier is generally not liable, and our ability to get you a replacement is very limited. Two minutes of inspection protects your whole purchase.

Do you ship internationally?

[We currently ship within the United States only. We're working on expanding — sign up for our email list and we'll let you know.]

Can I pick up my order?

[We don't offer local pickup — our equipment ships directly from manufacturer warehouses across the country.]

Assembly & Installation

Do I have to assemble it myself?

Most residential playsets are designed for homeowner assembly and arrive with detailed instructions and all necessary hardware. Expect [8–20 hours] for a typical set, with two adults. It's a weekend project, not an afternoon one.

Commercial playground structures are more complex and usually require professional installation.

Do you offer installation?

[Yes — we can arrange professional installation in most areas for an additional charge. Contact us with your ZIP code for a quote before you order.]

[OR, if you don't offer it yet:]

[Not directly, but we're happy to help you find a qualified installer. For commercial projects, look for an installer certified by NPSI — the National Playground Safety Institute — through the National Recreation and Park Association.]

What tools do I need?

Most residential sets need standard hand tools: a socket set, wrenches, a drill/driver, a level, a tape measure, and a ladder. Your assembly manual lists specifics. Nothing exotic.

How much space do I need?

More than you think. Playground safety standards call for a use zone — a clear area extending at least 6 feet in every direction from the equipment, and considerably more in front of and behind swings (roughly twice the height of the swing beam, front and back).

So a playset with a 12-foot footprint really needs closer to a 24 x 30 foot clear area. Measure before you buy. If you send us your dimensions, we'll tell you honestly what fits.

What kind of ground do I need underneath?

Not grass, and definitely not concrete, asphalt, or packed dirt. Falls to hard surfaces are the leading cause of serious playground injuries.

You need impact-attenuating safety surfacing: engineered wood fiber, rubber mulch, sand, pea gravel, rubber tiles, or poured-in-place rubber. The required depth depends on the fall height of your equipment — generally [9–12 inches] of loose-fill material for typical residential sets.

The surfacing must cover the entire use zone, not just directly under the equipment. We sell surfacing and can help you calculate how much you need.

Safety & Standards

Is your equipment safety certified?

The equipment we carry is built to recognized industry standards:

ASTM F1148 — the consumer safety standard for home playground equipment
ASTM F1487 — the standard for public-use playground equipment
CPSC Public Playground Safety Handbook — the Consumer Product Safety Commission's guidance for public playgrounds

Many of our commercial products also carry IPEMA certification, meaning an independent third-party lab validated the manufacturer's compliance claim. Product pages note which certifications apply.

Is your equipment ADA accessible?

[Some of it. Commercial playgrounds in the U.S. are generally required to meet accessibility requirements under the ADA Standards for Accessible Design, which cover things like accessible routes, transfer stations, and ground-level play components.] Requirements vary by project type. Tell us about your site and we'll help you identify compliant options — but confirm your specific obligations with your local authority or an accessibility consultant.

Do I need a permit?

Possibly. Many municipalities and HOAs have rules about structure height, setbacks from property lines, and fencing. Check with your local building department and HOA before you order. We can't research local codes for you, and permit issues aren't grounds for return once equipment has shipped.

What age range is your equipment for?

Playground equipment is generally designed for one of two age groups: 2–5 years or 5–12 years. Equipment built for older kids has higher platforms and more challenging climbers that aren't appropriate for toddlers. Each product page lists its intended age range.

Warranties, Returns & Damage

What's your return policy?

You may return unused, uninstalled equipment in its original packaging by contacting us within 15 days of delivery. Return freight and a 15% restocking fee apply, and your original shipping charge isn't refunded — freight-shipped equipment can't be restocked cheaply.

That 15-day clock starts at delivery, not at unboxing. It's shorter than most people expect, so if you have any doubt about whether a set suits your space, check it right away rather than letting the pallet sit for a couple of weekends.

Custom and made-to-order equipment can't be returned, and neither can anything that's been installed or can't be fully disassembled and repacked.

If the problem is on our end — wrong item, defect, damage — that's not a return and it doesn't cost you anything. See the top of this page.

[Custom or made-to-order equipment can't be returned.] [Assembled or installed equipment can't be returned.]

To start a return, contact us for a return authorization. Please don't ship anything back without one — unauthorized returns can't be credited.

Full details are in our Refund Policy.

What if a part is missing or damaged?

It happens, and it's fixable. Email [support@bigsmileplayground.com] with your order number, a photo, and the part number from your assembly manual. We'll get a replacement sent out at no charge.

For freight damage specifically, see the inspection instructions in the Shipping section above — noting damage on the delivery receipt makes this process dramatically easier.

What warranty comes with my equipment?

Warranties are provided by the manufacturer and vary by product and by component. Typical coverage:

Wooden structures: [10–20 years] on the lumber
Metal components: [10 years or more]
Plastic parts (slides, panels): [3–5 years]
Hardware, swings, and moving parts: [1–3 years]

Specific warranty terms are listed on each product page. If you have a warranty issue, contact us — we'll handle the manufacturer on your behalf.

Does the warranty cover normal wear?

Generally no. Warranties cover manufacturing defects — not fading, weathering, normal wear, damage from improper assembly, commercial use of residential equipment, vandalism, or acts of nature.

Maintenance

How do I take care of a wooden playset?

Reseal or restain it every [1–2 years] to protect against moisture and UV. Check and retighten hardware at the start of each season — wood moves as it expands and contracts, and bolts loosen. Inspect swings, chains, and ropes for wear a few times a year.

How often should I inspect a commercial playground?

More often than a backyard set, and you should document it. Most operators do a quick visual check [weekly], a detailed inspection [monthly], and a comprehensive audit [annually] — ideally by a Certified Playground Safety Inspector. Keep written records; they matter if a claim is ever filed.