FAQs

Tracking is currently only available on request if your order hasn't arrived after the 10 business days estimated delivery time.

Customers will be contacted to arrange a delivery date.

Important: If the recipient is not home or there is no safe place to leave the goods on the agreed date, a re-delivery fee of £35 may be charged.

At this time, we offer shipping to Australia, USA and Great Britain only.

Your new Growplay Monkey Bars will arrive in a convenient flat-packed format, comprising several boxes (generally 6+). The largest of these boxes has been thoughtfully designed to be easily manageable, with maximum dimensions of just 120cm L x 20cm W x 15cm H.

This compact size not only makes the boxes easier to store until you're ready for setup, but they're also easy to hide away out of sight if you're planning a surprise for Christmas!

We understand that sometimes circumstances might make it more convenient to delay the delivery. However, due to our streamlined processing and commitment to prompt dispatch times, we're currently unable to hold orders or schedule delayed deliveries. Once your order is placed, it immediately enters our fulfilment process to ensure it reaches you as quickly as possible.

Your order will arrive in a convenient flat-packed format, comprising several boxes (generally 6+). The largest boxes are only 120cm L x 20cm W x 15cm H so they are easy to store or hide for Christmas.

We appreciate your understanding and suggest arranging for a trusted individual to receive the package on your behalf if you anticipate any issues with the delivery date.

Sorry, but we don’t offer a pick-up option. All orders are dispatched from our warehouses and delivered to your door.

We understand that sometimes you may need to make changes to your order. The ability to cancel, update, or edit your order is available, but time-sensitive. 

Here's what you need to know:

• If you need to make any changes or cancel your order, please contact our customer service team immediately. We can only make changes to orders that have not yet been fulfilled or dispatched.
• Keep in mind, our fulfillment process is designed to get orders shipped and on their way quickly, which means your window for making changes is very limited.
• While we will do everything we can to accommodate your request, we cannot guarantee that we can cancel or modify your order.
• If your order has already entered the shipping process, unfortunately, we're unable to make any changes.
• For unwanted items, you may need to wait until you receive your order and then initiate a return in accordance with our returns policy.
  
  

Can I make changes to my layby order?

Adding Items:

Should you decide you want more from your purchase, we, unfortunately, cannot add additional items to an existing layby order directly. Instead, you're welcome to place a separate, new order for any additional items. 

Removing Items:

If you need to remove items, contact us right after your final payment. We’ll attempt to adjust your order and process a refund if it hasn't been dispatched yet.

We are here to help! Please reach out to our team for assistance.

We only have a small window to update the address before an order is shipped. Please contact us with the order number and correct address for our team to assist.

Please check your spam/junk folder as the email may have incorrectly ended up in there. If you are still unable to locate the email it is possible you entered the wrong email address at checkout. Please contact us for help.

You can also sign in or create an account to view your order history, tracking details and more. 

Tracking is currently only available on request if your order hasn't arrived after the 4-5 day estimated delivery time.

If you discover that your product is faulty or you are missing parts, we apologise for the inconvenience and are here to help resolve the issue promptly. Please follow the steps below to expedite the resolution process:

1. Immediate Notification:

As soon as you identify any fault or missing parts, please contact us. In your email, include your order number, the product's name, and a detailed description of the fault or missing part. If possible, include photographs depicting the issue, as this will help us assess the situation more efficiently.

2. Product Assessment:

Our quality control team will assess your claim based on the information and photographs you've provided. Occasionally, we may require additional information or, in some cases, request that the item be returned to us for inspection. If a return is necessary, we will guide you through the process and may provide a prepaid shipping label, depending on the circumstances.

3. Resolution Process:

If the fault or missing part is confirmed, we will proceed with the appropriate resolution. This could include:

• Replacing the item with the same product (subject to availability),
• Offering a store credit for the value of the purchased item, or
• Providing a full refund of the purchase price.

4. Shipping of Replacement or Repaired Items:

If your item is to be replaced or repaired, Growplay will handle the shipping logistics. We will strive to expedite this process so you can get back to enjoying your purchase as quickly as possible.

What is your policy on returns and exchanges?

Changed your mind? You have 14 days.

If you bought online, you can cancel for any reason within 14 days after the day you receive your order. For multi-consignment orders, the 14 days run from the day the last item arrives.

Email [email protected] with your order number, or use the cancellation form in our Returns Policy. There is no cancellation fee.

One thing to know before you install ⬇

You're welcome to open the boxes and inspect everything — just as you would in a shop. But assembling or installing the frame goes beyond inspection.

If you install or use the product and then cancel, the law allows us to reduce your refund by the loss in value — and because an installed frame can't be resold as new, that reduction can be up to the full price.

If you're having second thoughts, contact us before you build.

Returning your order

Send the goods back within 14 days of cancelling. Return freight is at your cost — frames travel by pallet, estimated at £70–£100 depending on location.

Contact us first and we can help arrange collection. Your refund, including standard delivery, is processed within 14 days of the goods arriving back or you providing proof of sending.

Something faulty, damaged or missing?

That's completely different from change of mind — no fees, and we cover return costs.

Contact us with photos and your order number and we'll sort it quickly under the Consumer Rights Act 2015 and our warranty (10 years on frames, 12 months on accessories).

Outside the 14 days?

We may still accept an unused, uninstalled return in original packaging as a goodwill gesture — a restocking fee applies (£75 for frames / £25 for accessories) and you cover return freight. Get in touch and we'll do our best.

If you discover that your product is faulty, we deeply apologise for the inconvenience and are here to help resolve the issue promptly. Please follow the steps below to expedite the resolution process:

Immediate Notification:

As soon as you identify any fault, please contact us. In your email, include your order number, the product's name, and a detailed description of the fault. If possible, include photographs depicting the issue, as this will help us assess the situation more efficiently.

Product Assessment:

Our quality control team will assess your claim based on the information and photographs you've provided. Occasionally, we may require additional information or, in some cases, request that the item be returned to us for inspection. If a return is necessary, we will guide you through the process and may provide a prepaid shipping label, depending on the circumstances.

Resolution Process:

If the fault is confirmed, we will proceed with the appropriate resolution. This could include:

• Replacing the item with the same product (subject to availability),
• Offering a store credit for the value of the purchased item, or
• Providing a full refund of the purchase price.

Shipping of Replacement or Repaired Items:

If your item is to be replaced or repaired, Growplay will handle the shipping logistics. We will strive to expedite this process so you can get back to enjoying your purchase as quickly as possible.

Customer Satisfaction:

We understand how frustrating a faulty product can be, especially when you're excited about your new purchase. Our team at Growplay is dedicated to making things right and providing a smooth, fair, and stress-free resolution process. Thank you for understanding, and again, we apologise for any inconvenience caused.

Growplay Monkey Bars stands behind the quality of our workmanship and product with a 10-year warranty on all Growplay Monkey Bars frames.

It's complimentary with your purchase and tells you that we really believe in the reliability and longevity of our product to give you that extra peace of mind.

Growplay Monkey Bars provides a one-year warranty on all accessories and the powder-coating of the frame.

Growplay Monkey Bars warranty policy covers any fault or failure occurring as a result of the manufacturing process. The warranty excludes any faults caused by misuse or minor imperfections in monkey bars that meet the design specifications or do not materially alter functionality,  lack of maintenance, weather damage, incorrect assembly or normal wear and tear.

The warranty in respect to any material of fabric product does not cover normal wear and tear ( e.g stitching wear due to use ) degradation. The warranty on the frame does not cover surface rust. 

Warranty Claims

a) If Growplay accepts a customer’s Warranty Claim, Growplay will replace the faulty or defective parts free of charge. Refunds will not be issued.

b) Growplay will not cover any costs associated with return shipping.

c) The customer must cover any costs associated with shipping the replacement part.

d) Growplay Monkey Bars warranty is only provided to the original purchaser and is not transferable to any other party.

c) Growplay Monkey Bars warranty policy covers any fault, defect or failure occurring as a result of the manufacturing process. The warranty covers manufacturing defects only.

d) It does not cover any faults caused by lack of maintenance, weather damage, UV damage, misuse, incorrect assembly or normal wear and tear.

Warranty Breakdown:

a) 10 Year Frame Warranty.

b) 1 Year Accessories Warranty.

c) Frame warranty covers manufacturing defects and faults of the steel frame. 

d) Promotional free items included with purchase have a 3 month warranty. 

Exclusions:
 
Damage through wear and tear
This warranty does not extend to normal wear and tear of the product. This may include, but is not limited to:

a) Rusting of steel components

b) UV deterioration of textile components

Damage through weather conditions
Damage to the product that results from weather events – such as rain or wind – are not covered under the warranty. Growplay suggests that you contact your home and contents insurer if your product is damaged by such events.

Damage through improper installation
This warranty does not extend to any failure of the product caused by installation not in accordance with the Growplay user Manual. Customers must assemble their Growplay product by following carefully the Installation section of their Growplay Manual.

Furthermore, the warranty does not cover installation provided by a third-party assembly service. It is the customer’s responsibility to check all boxes and confirm that all components are included in the correct condition before installing.

Damage through insufficient care or maintenance
This warranty does not extend to accelerated decay of the product caused by poor care or maintenance. It is essential that customers regularly check, and follow the advice of, the Care and Maintenance sections of their Growplay Manual to ensure that their product lasts as long as possible.

Damage through inappropriate use
This warranty will be void if the product is used for any other activity besides those for which it was intended. Growplay products constitute recreational climbing frames and accessories for such products. They are not intended for use as professional gymnastics or other sports, etc.

The warranty will also be void if any non Growplay components or accessories are used with the product – such as third-party swings or Shade Covers.

Any evidence that inappropriate actions that have led to product failure will not be covered by the warranty. Similarly, replacement parts or repairs needed to mend such damage will not be covered under the warranty.

Damage through salt water body proximity
This warranty (on all steel components, specifically) is not valid where the Growplay product is assembled within 1.6 km of a salt water environment or where it is subject to ocean spray.

Damage through commercial use
Growplay products are intended for domestic or personal use only. Use of any Growplay product for commercial purposes - including, but not limited to, use in play centres, community organisations, schools and amusement parks - will void the product's listed warranty period. Growplay reserves the right to reject a Warranty Claim on the basis of suspected overuse in a commercial setting.

Personal injury
This warranty does not cover personal injury or losses due to any of the above: wear and tear, weather conditions, inappropriate installation, insufficient care or maintenance or inappropriate use, nor does it cover damage due to negligence or accidents.

If you have any questions or need to invoke your warranty, please contact Growplay Monkey Bars customer service team.

Assembly takes approximately 4-6 hours depending on the frame and added accessories.

At this time, we do not directly offer an installation service for our Growplay Monkey Bars. 

We suggest finding a reliable monkey bar installer through various online platforms. You can often find skilled individuals or services by searching on Google, Airtasker, Facebook Marketplace, or similar platforms.

Please ensure that whoever you choose, they follow the installation instructions found online to ensure the safety and durability of the setup.

Disclaimer:

Growplay Monkey Bars is not responsible for any costs or issues that arise from scheduling installation before your order has been delivered. Please wait until your order has arrived before booking any installation or handyman services. While we aim to deliver within the estimated timeframe, unforeseen courier delays may occur.

We're sorry to hear you're encountering difficulties with the assembly of your Growplay Monkey Bars. We understand how frustrating this can be and we're here to help! Here are a few steps you can take:

Review the Assembly Instructions: Ensure sure you are following the correct instructions for the frame you have purchased. Be sure to follow all steps in order and not skip any steps. Sometimes a second look can help clarify any confusing aspects.

Contact Customer Support: If you're still having trouble, please don't hesitate to reach out to our customer support team. We're equipped to assist with assembly challenges, and we can walk you through the process, provide tips, or help troubleshoot issues you may be experiencing.

Professional Assembly Services: As an alternative, if you prefer hands-on assistance, you might consider seeking local professionals through platforms like Airtasker, Facebook Marketplace, or our Perth recommended installers.

Your satisfaction is important to us, and we're committed to ensuring your monkey bars are set up for safe and enjoyable use. Please let us know how we can continue to assist you!

Growplay monkey bar frames are built tough and load tested to 950kg. Individual accessories have their own maximum user weight guidelines, which should be followed to ensure safe and proper use.

Frame Load Testing

Growplay monkey bar frames are load tested to 950kg. This refers to the strength and durability of the frame structure itself.

Accessory weight limits are separate from the frame load test rating. Please follow the maximum user weight guidelines for each accessory below.

Maximum User Weight by Accessory

Playhouse and Ninja Net Usage

The Playhouse and Ninja Net are suitable for up to 4 users at one time, provided each user weighs no more than 60kg.

Important Safety Note

For safe use, children should be supervised during play and all accessories should be used as intended. Weight limits should not be exceeded, even for short periods.

We also recommend regularly checking your monkey bars and accessories for signs of wear, loose fittings or damage, especially after heavy use or extreme weather.

Yes there should be some movement in the frame, but it should never be loose. If you are noticing excessive movement, ensure all the grub screws in the connectors are done up as tight as possible, they are designed to bite into the steel tubing. Don't be afraid of overtightening - the tighter the better! Also be sure to tighten all bolts.

Freestanding means there is no digging or concrete footings required to safely install your climbing frame. Our unique design and patented safety features, including our corkscrew ground anchors, ground spikes, stabiliser bars (excl. The Compact), as well as the weight of the frame ensure it will never tip, without the need for concreting it in.

No. Our frames are freestanding meaning there is no digging, concrete or bolting down required to safely install your climbing frame. Our unique design and patented safety features, including our corkscrew ground anchors, ground spikes, stabiliser bars (excl. The Compact), as well as the weight of the frame ensure it will never tip, without the need for concreting it in.

We recommend 50cm around each side.

If it is a gentle slope, you can adjust the monkey bars height at one end to make them level.

For slopes of 100mm to 300mm, the Height Adjustable Levelling Kit is the perfect solution. This kit is designed to accommodate slopes from 100mm to 300mm and provides a stable and level platform for your monkey bars.

With this kit, each height adjustable leg can be easily adjusted to a height of up to 300mm, giving you full control over the level and stability of your monkey bars, ensuring a safe and secure play environment for your children.

You don't need to be a DIY expert to install them, with no measurements required - simply lower or raise the leg and tighten the screws at the required height.

No.

- All major credit & debit cards

- Apple Pay

- Google Pay

- Shop Pay

- Clearpay (Afterpay)

- Klarna

- PayPal (Pay in 3)

- Growplay Gift Cards

We are pleased to offer Klarna, Clearpay (Afterpay), PayPal Pay in 3 and Shop Pay installments as buy now, pay later options. Available at checkout.

We only accept one payment method at the checkout in addition to any applicable gift cards. Customers can purchase a Growplay gift card online with one payment method and apply this gift card at check out with their alternative payment method to place their order.

Please send an email to [email protected] describing the issue and attach any screenshots that may assist with identifying and resolving the issue.