Climbing Frame Delivery Service
The delivery of a climbing frame can be a lot more complex than delivering a swing seat for example. We do pride ourselves on the ability to pick and ship out our Action range within hours of you ordering (weekends excluded!) Often the couriers we use will get your climbing frame to you within days of us sending the climbing frame out, but please be aware that because of their size, delays can occur.
We would ask that you contact us and talk to us if you need the climbing frame for a particular date or occasion. We don't like children's birthdays being ruined! We do provide a link to the tracking in our emails and we are happy to chase up and track orders on your behalf - our main aim is to get the climbing frame to you in as short a time as possible. If you would like the 'booked in' service then you can request a two-man delivery at an additional charge. Please call us and we can arrange this for you.
Taking Delivery of a Climbing Frame
Climbing Frames will arrive in a number of different packages - some might be plastic packs of fixings, some might be long timbers strapped together. When receiving your delivery please make sure you count and sign for the correct number of items. The number of items will be marked just next to where you sign for your delivery. If you sign for more items than you have received and an item has been lost in transit we would have no way of getting this back for you.
Deliveries are 'curbside' which means the driver has no obligation to take the items onto the property - although more often tha not most will put it in a safe place for you (within reason). Please make sure you or someone else is available to take the climbing frame into your garden (for example) if it can't be left safe at the front of your property.
Once delivery has been completed, please look for the white packages which contain instructions and fixings (each part should have its own set of instructions). Please double check you have received all the parts you need to build your frame ahead of time - so when you come to build it you know everything is there. We can send you electronic copies of the instructions so please do ask if you would like some.
Free Delivery Available
Big Game Hunter's offer a free delivery service within mainland England, Wales and Southern Scotland on all Action Climbing Frames (excluded post codes are set out below).
Big Game Hunter's Climbing Frame shop despatch all orders placed before 12pm on the same day (where items are in stock).
Climbing Frame Deliveries Within Mainland England and Wales
All climbing frame deliveries within mainland England and Wales are delivered using our 'big stuff' courier on an over night service. You should receive your climbing frame within 3 working days after despatch. Although not guaranteed, the frames can arrive the next working day.
Please be aware that climbing frame deliveries are a very complex service, and can often arrive on separate shipments. This is due to the fact that often, smaller items are moved around the country using one type of vehicle, and larger and longer items by another. This means that often your items may arrive on different days. This is why it is very important to count and sign for your delivery carefully, making sure you do not sign for items that have not yet arrived.
If you know you will not be there for delivery, you can ask for delivery to be delayed until a time which suits you - although we cannot specify the day or time of day the climbing frame will be delivered unless you request to pay extra for a Two Man booked in service. Delayed dispatch should usually only be requested if you know you are going to be away on holiday for two weeks for example - we would then dispatch the day before you return so we can be sure it won't arrive while you are away.
Extra Large Items - Two Man Delivery
For some of the very large climbing frames (Gate Lodge, Twin frames etc.) we have to send these on a two man delivery service. This service is different to our standard service - where two men are required to deliver the items.
These deliveries are booked in - so you will be contacted to arrange a suitable day for them to deliver. Please make sure your contact details are correct or they will not be able to make these arrangements with you! These deliveries can sometimes take up to 10 working days, depending on the availability in your area at the time you order.
How Do I Know Which Service My Order is Using?
When you receive your delivery confirmation email, this will say that your items have been shipped with a particular courier. This will be XDP for the large items, Royal Mail for very small items, UK Mail for medium deliveries (such as a few accessories together) and XDP Two Man for the special booked in Two Man service.
Accessories, Swing Seats & Smaller Items
If your swing seats and accessories weigh under 2kg we can send these out with the Royal Mail. We send all these orders on a 48hr service, so you can expect these within a few working days of ordering. If your accessories go over that weight limit, we will send them with our standard courier and you will receive tracking to tell you when to expect your order (usually within 2 working days). This includes anything under 30kg and 1.2m in length (for example if you ordered a small add on like a ladder).
Next Day Delivery
Next day delivery is available for all accessories (excluding slides) and small items which weigh under 30kg and measure under 1.2 metres in length. Anything larger than this (including all climbing frames) require a more complex delivery service and we cannot guarantee a next day service because of this. That being said, the deliveries can often arrive the next day. If you require a climbing frame order quickly, please call us and we will see what we can arrange for you depending on what you are ordering.
Next day deliveries are also dependant on the order being placed BEFORE 12pm.
Next Day Delivery is ONLY available in Mainland England, Wales, Southern Scotland and the Isle of Wight.
Additional Delivery Charges
All Climbing Frame orders will be delivered free of charge within mainland England, Wales and Southern Scotland.
For more detailed delivery information please click here.
Climbing Frame Returns & Refunds
For information on returns please visit our Terms and Conditions page or contact us via telephone or email. We can accept returns on unused products returned within 14 days of receipt - as long as they are in a re-saleable condition. Once we have received these and our returns department has checked them we will be able to refund you. Return postage charges will not be covered by us in these cases.
As wood is a natural product, sometimes there can be natural splits in the wood which will not affect the structural strength and quality of the product. these will change depending on the atmosphere surrounding the wood.
If you feel you have any issues with your Climbing Frame, please discuss this with one of our team. It is likely that you will be asked to send in photographic evidence of the issue in question so it can be investigated and rectified in the most appropriate way. Please be aware that in some cases without photographs we may not be able to address the issue in question due to the large nature of the products.
We will always to our utmost to ensure we deal with your enquiries quickly and efficiently to ensure that you are fully satisfied with your purchase.
If you are due a refund this will be discussed and made clear with you at the time of enquiry.
All refunds will be processed as quickly as possible once the goods are received back to us and always within 30 days of receipt of return or agreement.