Hassle-Free Parts Replacement is one of the core values of the Customer Experience Team at Big Backyard!
We at Big Backyard do our absolute best to ensure that you receive your product in great condition. Due to the number of parts, size and weight of our products, on some occasion's damage may occur during shipping or transportation. Some cosmetic imperfections such as peeling, warping, seasonal checking or cracking are normal characteristics of all outdoor wooden play equipment, however if you have a part you are concerned about- certainly send us a picture and we will have our Quality Team assess it for replacement.
If you have missing or damaged parts-our sincere apologies and we will certainly do our best to get your parts to you as quickly as possible. To help us do this, please fill out the form below. In some cases where we need more information to make sure you get exactly what is needed, you may be contacted by one of our Customer Experience Team for further details. You may also be asked for your Proof of Purchase if we do not have your warranty already registered with us.
Please also choose quantity of the part and the reason for the replacement. If you have pictures or videos you would like us to look at, please attach in form. To access Instruction Manuals click here.
Please note: We kindly request you do a complete inventory of all parts and hardware to ensure that we get you everything you need. As well, make sure you complete your inventory before you book an Installer to ensure they have everything necessary on the day they arrive.
Once this information is received your parts replacement request will be processed for you. We send your parts via UPS which typically takes 3- 5 business days for you to receive. You will receive an email from Solowave Design and UPS with your tracking number and delivery details as soon as your parts have left our facility.