FAQs

FAQS for Backyard Fun and Play

Do you do zipPay?

Yes we do.  Simply select zipPay at the checkout and your will be taken to the website to select your payment plan.

Do you do LayBy?

Yes we do LayBy over 3 or 6 months.  Upon agreement of the length of plan and payment dates, we would send you custom order to pay each month.  When we receive the final payment we will ship you the item within the normal 3-10 day delivery guide.

You can cancel at any time and we will refund your money minus a $20 admin fee.

How do your pre orders work?

We allow customers to purchase items that are out of stock as a preorder.  Within the product description we will have noted the pre order date confirmed by our suppliers.  If there the date is still pending we will note this and we will update once we know.

Items that are preordered are at the front of the queue with our suppliers and are filled first when the product comes into Australia.

Can I get a delivery quote? 

Yes! Just head over to our about page and include your postcode and the product/s that you are interested in and we will try and respond within 24 hours.

Oh no! We forgot to put in the Free Delivery Code!

No worries.  We review all the orders and if you should have had free delivery we will refund this money to you.  We will then confirm this to you in an email and advise the timings for you to receive the refund (subject to how you paid).

My delivery rate is high for multiple items

No problem. Just contact us with your postcode and product/s you are interested in and we will do a quote for you.  

Can I collect items?

We run an online business and are unable to accept collections.  

My order has only been part arrived, what do I do?

Order sometimes get delivered in multiple shipments.  You can contact us or the courier for an update.  Typically all deliveries are completed within 10 days of purchase. 

I haven't received my order after 10 days

We estimate that orders will take 3-10 days for delivery so if you haven't received your order with in this time frame please don't hesitate to contact us.  We are tracking your delivery behind the scenes and making sure they arrive within 10 days.

Can I use more than one discount code?

We accept only one discount code per transaction.  For example if you are wanting to use the Free Delivery discount code we can not accept the 10% discount code as well.

I can't find where to enter the discount code

If you are ordering from a mobile, just click 'order summary' at the top and the box will drop down.  If you are on any other device, you may need to start the checkout process from the beginning.  Contact us with any issues.

We have changed our minds and want to return the products?

Please contact us as soon as possible so we can halt any orders.  Unfortunately if the product is already on its way to you we will have to recover the cost of the return delivery and the original delivery in the refund.  We will discuss this with you first as in our experience customers are better off selling the items themselves on ebay.

Oh no! We forgot to put in the Free Delivery Code!

No worries.  We review all the orders and if you should have had free delivery we will refund this money to you.  We will then confirm this to you in an email and advise the timings for you to receive the refund (subject to how you paid).

What is the Delivery Rate?

Add the items you are wanting to the Cart and you can quickly enter your postcode to get the delivery rate.  If you are wanting to purchase multiple items please email us as we may be able to combine some delivery rates and save you more! info@backyardfunandplay.com.au

Authority To Leave Delivery

If you have a safe place to leave your parcels please let us know and we will update the courier.  Please note that the courier and BFAP can not take responsibility for any stolen items if you choose to give Authority to Leave.

Can I get a Faster Delivery?

It is possible to get faster delivery (overnight air freight)  and this starts from an adiditonal $50+.  We would need to provide a custom quote and confirm the arrival date.  Email info@backyardfunandplay.com.au for your quote.

Typically we find deliveries to Sydney take 1-3days, Brisbane 3-5 days and Melbourne 4-6days.  Regional areas fall at the later end of their capital city timelines.  All deliveries are made within our 10 day guarantee and require someone to be at home to accept and sign for the delivery.

How does Pre Order Delivery work?

If you preorder your product we will ensure it is the first on the list with our suppliers for purchase.  We keep the preorder delivery dates updated on our website based on our suppliers information.  As soon as the products are in stock with our suppliers we will send you your delivery confirmation and tracking.

Delivery over the Christmas period.

From November 1st to December 24th delivery can take longer due to high demand of courier services delivering product around Australia.  We recommend that you order your products before 1st December to ensure delivery in time for Christmas.

Delivery Notes

  • We cannot ship to PO Boxes or Parcel Lockers
  • Orders require a signature on delivery
  • If no one is at home a 'missed call card' will be left for the customer to rearrange delivery
  • Delivery is estimated as between 3-10 days however we do not take liability for late delivery
  • Delivery times may change due to unforeseen circumstances such as road blocks, adverse weather or peak times eg Christmas
  • Order are shipped with our preferred couriers and we will provide a tracking number for you

Order Confirmation:

We will send a confirmation order as soon as you have placed your order.  

Once we have confirmed with our suppliers the item is in stock we will activate the credit card authorisation to take payment.  Shipment will be arranged immediately.

We also secure Fraud Insurance for each order at the time of taking payment.  If we are unable to secure this Insurance we will get in touch with you to provide additional details.  This happens to a couple of customers each week and we have had 100% success in helping customers provide additional paperwork to secure the Insurance and place their orders.

Order Delivery:

We use various well known and reliable couriers to give you the best delivery rate.  If you have a safe place add it to your delivery notes and we can ask the courier to leave this here.  Please note the courier and Backyard Fun and Play cannot take responsibility for stolen items.

Occasionally our suppliers will deliver items in multiple shipments.  If you are concerned that a parcel has gone missing and it is 10 days past your delivery email confirmation please contact us at info@backyardfunandplay.com.au

Unfortunately we have no control over delivery time once the item has left the warehouse however we can confirm that delivery will be between Monday and Friday.

Orders will require a signature at delivery.  Consider having delivery to your work or business address to ensure someone is available to sign.

Damages:

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery.  If your item(s) do arrived damaged, please send photos to info@backyardfunandplay.com.au and we will process an insurance claim on your behalf.

FAQs about PLUM specific items

Round Poles

Plum swing sets are made from round poles manufactured using whole tree trunks trimmed to size. Often naturally occurring splits will appear in the poles. In warm sunny weather the wood shrinks, in wet weather it expands. These physical changes cause the cracks. We design our round poles to be really thick so that even wood splits like the one shown in the picture below won't affect the overall strength of the pole. 

Safety is as important to Plum as having fun and we’d like to reassure our customers that the majority of wood splits will never become deep or wide enough to affect the reliability and strength of our swing sets.

We use round poles because they have excellent natural properties. Part of what makes using organic materials like wood great is that each piece bears its own knots, cracks and variation in colour. They are very strong and pressure treated to ensure that our swing sets are amongst the safest and most durable around.

Remember to follow the maintenance guidelines included in the instructions for your Plum swing set and from time to time carefully sand smooth any splinters or surface scaling.

All manufacturers using round poles experience queries from customers about wood splits and Plum is no different. If you have concerns please email your purchase details and pictures of your round poles to info@backyardfunandplay.com.au 

Dimensional Timber

Many Plum wooden play centres and swing sets are constructed using dimensional timber, sometimes referred to as square cut wood. Dimensional soft wood shrinks and expands the same as round pole. Splits are far less common in this type of wood and though they may still occur, rest assured that our dimensional play centres and swing sets are designed to ensure that these have no effect on the overall strength. 

Dimensional timber is versatile and is used in many Plum products, from sandpits right up to our giant Wildebeest Play Centre. Plum dimensional sets are manufactured using either Chinese Fir, a Cedar hardwood that can be identified by its red colour or Polish Pine, a lighter coloured softwood that is pressure treated to safeguard its longevity.

While dimensional timber generally does not require a large amount of maintenance, it is important to follow the maintenance guidelines included in the instructions for your Plum play centre or swing set and from time to time carefully sand smooth any splinters.

If you have any concerns about your Plum dimensional play centre or swing set please email your purchase details and pictures to info@backyardfunandplay.com.au  

Colouration

Certified FSC® pine from Poland is used in both Plum round pole and dimensional play centres and swing sets. To make sure it is as resilient as possible the wood is vacuum pressure treated. This safeguards it against wood-destroying insects and fungi that can cause soft-rot.

After the treatment process it is natural for a green mottling to become visible on the surface of the wood. This colouration is caused when the copper based treatment which serves as the preservative reacts with the resin already present in the timber.

Pressure treatment is a vitally important process in increasing the long term resilience of the wood. Innovation in our timber treated products ensures that the preservative is both weather-resistant and safe to humans and your garden plants alike.

Our Environment

Plum cares about the environment and takes an ethical and responsible approach to the products it creates.

Responsible production and harvesting of forested products is important to Plum. Therefore we ensure that all of our timber and timber based products are sourced from FSC certified or sustainably managed forests. You can be assured that you are purchasing your Plum product with a clear conscience

Plum has been a member of the Forest Stewardship Council® (FSC) since its inception and all of our solid timber remains FSC certified. Through our experience with FSC, Plum has ensured that we follow the same eco-friendly practices with our manufactured board materials so wherever you see the Plum ‘Eco’ logo on our products, you can be assured that they meet the standards outlined in our brand message.

Plum Products declares not to be directly or indirectly involved in the following activities:

  • Illegal logging or the trade in illegal wood or forest products
  • Violation of traditional and human rights in forestry operations
  • Destruction of high conservation values in forestry operations
  • Significant conversion of forests to plantations or non-forest use
  • Introduction of genetically modified organisms in forestry operations
  • Violation of any of the ILO Core Conventions, as defined in the ILO Declaration on Fundamental Principles and Rights at Work 1998