Frequently Asked Questions

Below you’ll find some of our most Frequently Asked Questions from customers. If you have a question we don’t cover here, reach out to us using the chat window (bottom-left of your screen), by email at info@kingdomplaygrounds.com, or by phone at (417) 413-3020.

Have orders been affected by the Coronavirus (COVID-19)?

With peak Spring/Summer season, and an increasing surge of orders due to mandatory isolation during the COVID-19 outbreak, processing leads times have increased.

Estimated delivery now takes:

Tree Frogs Models: 5-6 Weeks
Gorilla Playsets Models: 6-7 Weeks

Our customer service hours are also limited. We are currently available Mon-Thurs 10a-6p CST.

What are shipping/delivery costs, and what states can you ship to?

We are committed to FREE SHIPPING on all orders for any product on our website.

FREE SHIPPING includes delivery to any U.S. state except Alaska and Hawaii. Playsets are delivered curbside via freight carrier. Accessories are delivered via FedEx Ground or UPS.

(NOTE: Shipping addresses not accessible by a freight vehicle, for example if you live on an island, are not eligible for free shipping.)

Do you offer a military or service member discount?

YES! We have a tremendous gratitude and respect for those who serve our country. We offer $100 off any playground for active, honorably discharged, or retired military, law enforcement, and firefighters.

We ask that you provide proof of service via an ID or similar Proof of Service. You can email this to info@kingdomplaygrounds.com with the subject: Service Member Discount. You can also start a website chat during our business hours to request the discount and upload your ID using the chat file upload feature.

If you are uncomfortable with providing or are otherwise unable to provide an ID, please contact us via email or the website chat so we can find a method that works for you.

NOTE: The name on the Proof of Service you send us must match either the billing or shipping name on your order. This discount is only for those purchasing or receiving the order.

How long does it take to ship/deliver playgrounds?

With peak Spring/Summer season, and an increasing surge of orders due to mandatory isolation during the COVID-19 outbreak, processing leads times have increased.

Estimated Delivery Times:

Tree Frogs Products: 5-6 Weeks
Gorilla Playsets Products: 6-7 Weeks

OTHER NOTES

  • Customer orders are processed in the order they are received to make it fair for everyone.
  • All playgrounds ship via LTL carrier, often UPS Freight.

  • If the carrier is UPS Freight, you will receive a 9-digit UPS Freight “PRO Tracking Number” with a link to track your shipment in the UPS system.

    NOTE: UPS Freight is different from standard UPS Ground, and the tracking numbers for these two UPS services are formatted differently. UPS Freight tracking numbers for our customer orders are 9 digits long and often start with 5, 6, or 7.

    We provide your order’s PRO Tracking Number as soon as we have ordered delivery of your order. Most carriers show tracking info immediately, but the UPS Freight system may take 1-3 business days to reflect tracking info. Until their system updates, you will see a message that says,

    “UPS could not locate the shipment details for this tracking number. Details are only available for shipments made within the last 120 days. Please verify your information.”

    This does not mean you have received an incorrect tracking number. It simply means that UPS Freight has not updated their system to reflect shipment progress yet. Of course, if you have any questions or concerns, we are available to help! You can also reach UPS Freight Customer Service at 1-800-333-7400.

    *Processing and delivery times may be slightly longer during peak operating times or depending on weather conditions along the delivery route, though we work hard to keep shipping times as low as possible.

    See the next FAQ below for a detailed breakdown of what happens after you order.

How long does it take to ship/deliver accessories or other small orders?

Accessories or other small orders generally ship much quicker than playgrounds. Total time from order date to delivery is currently 2-3 weeks.*

OTHER NOTES

  • All small orders ship via FedEx Ground or UPS. You will receive a standard tracking number once your order has shipped with a link to track your shipment in the FedEx or UPS system.

*Processing and delivery times may be slightly longer during peak operating times or depending on weather conditions along the delivery route, though we work hard to keep shipping times as low as possible.

See the next FAQ below for playground shipping times.

What happens after I complete my purchase?

We believe you should always know what’s going on and what happens next. Here is what you can expect when ordering a playground from Kingdom Playgrounds:

  • You pick out your playground and/or accessories, head to the Checkout Page, and complete your purchase on the website.
  • You will immediately receive an email from our system with your order details. If you do not see an email immediately, please check your spam folder. If it is not there, please reach out to us so we can make sure you receive your order confirmation email.
  • After we see your order come in our system, our team reviews the details to make sure nothing is missing from your shipping details. If all is well, we process payment and begin preparing your order for shipment.
  • Once your order is ready to ship, the shipping carrier picks it up from the warehouse and provides us with a tracking number, which we send to you immediately.
  • For playgrounds, the freight carrier will transport your order to the receiving station closest to your address and contact you to arrange a day and time to deliver your shipment.
    • NOTE: It is very important that you use contact information that you check regularly when placing your order to prevent delivery delays.
  • Once the freight carrier schedules a day with you to deliver the order, they will complete the delivery and require a signature from you to verify that you have received the order. NOTE: Free delivery includes curb-side delivery with lift-gate service; if you have a very long driveway or otherwise need the shipment brought to your garage or yard, please contact us for a possible quote for that extra service.
What do each of the order statuses mean?

We have 4 statuses for active orders, explained below:

On Hold Status

This is the default status once you complete a purchase on our website. It means payment has been successfully pre-authorized, and your order went through our system properly. It does NOT mean there’s an issue with your order or payment method.

Because we sell such large items, we review each order manually before processing payment to provide the best possible service to our customers. Here’s what we check with each and every order:

  • We look at the delivery address on a map to make sure the Freight Carrier won’t have any problems delivering your order.
  • We make sure there’s a valid 10-digit phone number for the Freight Carrier to call when it’s time to schedule delivery of your order.
  • We double-check stock of the products you ordered before processing payment. Why? It’s very rare, but if there was a stock mishap and you can’t find a suitable alternative on our website, releasing a pre-authorized payment on your card is A LOT faster than refunding a processed payment, which means you won’t have money tied up for possibly weeks if we make a mistake on stock status. Yes, we care that much about our customers’ experience with us!
  • We review any order notes you left us and call/email when appropriate to get clarity or make sure we can provide you with a great experience.
  • For orders that include products on backorder, we email and call you to make sure you were aware of the backorder status and know what the estimated timeline is for the backordered product(s). Usually backorder status is highlighted in red 2x on the product page, but we still make sure with the customer before processing payment.
  • For any products that require in-ground concrete anchoring (currently only the Chateau Tower series and the Five Star II Space Saver), we email and call to make sure you were aware that the set you ordered requires 24″ deep concrete anchors. There’s a lot of info on each product page, so it’s easy to miss details, and we think it’s worth the effort to double check with our customers on these sets before processing payment.

If everything looks good from here, we process payment. When we do this, you get a 2nd email from us saying that “Your Order Has Been Reviewed,” and your order moves into Processing Status (below).

Processing Status

This status indicates that your order is either in line to be prepared for shipment, or it is actively being prepared for shipment.

Once we process payment, the email you receive will say “Your Order Has Been Reviewed,” and your email will state the current estimated delivery time for your order (in terms of business days, M-F).

While your order is in Processing status, you will likely not hear from us until the order is ready to ship, but don’t hesitate to reach out if you have questions.

Partially Shipped

If you ordered a playset and extra swings or accessories, your order will typically move into Partially Shipped status before being marked as Shipped (below). Since playsets and extra accessories ship separately using different carriers, you will likely get an email that “Part of Your Order Has Shipped” with a tracking link to the portion of your order that has shipped. Typically accessories ship faster than playsets and are shipped via a ground carrier (UPS or FedEx), so you’ll usually get this email for extra accessories before your playset is ready to ship.

Shipped

Once your entire order has finished processing, you will get an email from us stating that “Your Order is Ready to Ship” with a link to track the shipment for the product(s) in your order.

This status means that either your order has left the warehouse or it will be picked up by the Freight Carrier by the following day. Note that it may take 1-3 business days to see tracking progress in the Freight Carrier’s system once you get this email from us. 

The email we send when your order has moved to the Shipped status will also include instructions for receiving your shipment (applies to playsets only) and how to request replacement parts if anything is damaged in transit.

 

Where can I get installation help if I need it?

We don’t currently offer installation directly, but we are always glad to contact installers for you to help you negotiate a fair price for installation. We also put together a list of Recommended Playground Installers (organized by US state) to help you if you need installation.

Cost for installation varies widely based on product size, the install-readiness of your yard, city/state, etc. If you get a quote that seems outrageously high, reach out to us and see if we can help you find a better rate.

*NOTE: We recommend you wait until you have received tracking information and see an estimated delivery date in UPS’s system before scheduling installation. During winter, there are sometimes unforseen shipment delays, and we wouldn’t want you to miss your installation date if anything were to cause a delayed delivery. 

How can I determine if the playground I would like to purchase will fit in my yard?

On each playground’s product page, you will find an area drawing of the model’s measurements and an aerial view of the layout. You can view this in the product gallery, often as the last image. Please look at this drawing from all angles, and take note of its size on every side.

For safety reasons, we suggest you leave 6 feet of free space around the playset on each side. Please pay special attention to the measurement of the potential playset of your choice, and measure your yard space for it’s potential spot placement.

(We are currently working on creating a feature on our website that would allow you to enter in the available size of your playground area and see the sets that would fit.)

Do you offer financing options?

We do! We have partnered with Klarna to provide you with easy financing options!

Every product page that qualifies for Klarna Financing will show monthly payment options directly under the product price.

If you would like to apply for Klarna Financing, you can select Klarna Financing at checkout and complete the application.

To see the full details about Klarna Financing, see Financing Options: Buy Now & Pay Monthly.

How long will a playground last?

Our playgrounds last many, many years! The wood on each playground is kiln dried, twice! To make a playground last longer, take care of the wood and the hardware. The typical life of a playground will vary on weather and wear and tear, but most sets last 15-20 years. Playgrounds can also be moved to a new house if you re-locate, or be left to add to the re-sale value of your home, too.

What kind of warranty do your playgrounds have?

All our playgrounds have a manufacturer warranty from Gorilla Playsets that covers the wood components for 10 years and any accessories for 1 year, though typically the wood and accessories last much longer.

If there is some cracking in the wood, is that normal?

We want to assure you that we use quality wood in our playgrounds. The wood on our playgrounds is kiln dried two times for preservation. However, by the nature of wood, we recommend re-staining every other year to keep it looking its best. This will help preserve it. Some normal splitting of wood is expected, as wood does expand over time.

If you feel like your wood is defective, just take some pictures of the area of concern, and email them to our customer service department at support@kingdomplaygrounds.com. We will look at the pictures you send us and call you to discuss the problem.

*Please keep your proof of purchase from each item that you buy, so we can assist you properly.

I don't see my preferred payment method. Can you change that?

Currently we offer payments through most major credit/debit cards through Stripe and Amazon Pay, and we offer financing through Klarna. If there is a payment method you would like to see on the website that would help make your shopping experience easier, let us know! 

I don't see my preferred payment method. Can you change that?

Currently we offer payments through most major credit/debit cards through Stripe and Amazon Pay, and we offer financing through Klarna. If there is a payment method you would like to see on the website that would help make your shopping experience easier, let us know! 

Where is Kingdom Playgrounds located?

Though we are an online-only retailer, we are a Springfield, MO based business. All customer service, sales support, chat support, and website support are handled by our in-house team at the eFactory building in downtown Springfield.

CONTACT INFO

For any questions regarding products, delivery, installation, or just about anything else, feel free to contact us directly at (417) 413-3020 or info@kingdomplaygrounds.com, and we will take care of you as quickly as possible.

Our office hours are:

Mon – Thurs: 10a – 6p CST

(NOTE: We are usually available Mon-Sat 10a-9p, but we have limited our customer service hours due to the COVID-19 crisis.)

We are sometimes available by website chat later, especially around during peak season. Any emails received before 3pm CST will receive a response the same day. Emails received after 3pm CST will receive a response by the next business day. Missed calls will be promptly returned if you leave us a voicemail.

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6 thoughts on “Frequently Asked Questions

    • Kingdom Playgrounds says:

      Thank you for reaching out! We expect playsets to be available to order in early August. If you follow us on Facebook, Instagram, or sign up for our mailing list via the coupon form at the bottom of any page on our website, we’ll put out an update as soon as products are back in stock.

  1. Anson martin. says:

    I would like to know the biggest size of sets you have in terms of heights. Tall slides/swings etc. something for older children instead of just tots

    • Kingdom Playgrounds says:

      Anson, we have options with 6′ 6″ main decks and 7′ 4″ main decks, which might be just what you’re looking for. These are from a new product line that we’re looking to get on the website now, but in the meantime, feel free to give us a call at (417) 413-3020 to discuss options! We’re always happy to help! 🙂

    • Kingdom Playgrounds says:

      Cathy, thanks for reaching out! There isn’t necessarily an age limit on our playgrounds, but most will be best for children 3-11. The decks and swings will hold 800lbs so you can enjoy the playground with the kiddos.

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