Shipping, Returns, Damages & Warranty

Simple Shipping Summary

Small items ship parcel via UPS, FedEx, or USPS. Large/heavy items ship LTL freight on a pallet with curbside delivery and liftgate included.

Order Processing & Stock Status

Processing Times

• In-stock items usually ship within 24–48 business hours after payment verification.
• Cutoff time: Orders placed by 12:00 PM Pacific on business days often ship the same day.
• Business days: Monday–Friday, excluding carrier & federal holidays.
• Verification holds: High-value or flagged orders may require address/ID confirmation (adds ~1 business day).

Stock Status Definitions

Split Shipments & Multiple Warehouses

• Your order may ship in multiple boxes or from multiple warehouses to speed delivery.
• Each shipment receives its own tracking email.

Carrier Holidays

Major carrier holidays can delay pickup and transit. Orders placed near holidays ship the next available business day.

Shipping Methods & Delivery

Small Parcel (UPS/FedEx/USPS)

• Great for accessories, parts, tools, and lighter items.
• Typical transit: 1–4 business days after processing (location-dependent).
• Every shipment includes tracking; orders over $400 may require an adult signature.
• PO Boxes: Parcel only; size/weight limits apply. Freight cannot deliver to PO Boxes.

LTL Freight (Large/Heavy Items)

• Used for grills, refrigeration, cabinetry, and islands (palletized for safe transit).
• Curbside delivery with liftgate is included. Carriers do not move items to patios, backyards, or indoors.
• Most carriers call/text to schedule a delivery window—please provide a valid phone number at checkout.
• Transit: Generally 5–10 business days after processing.
• Missed appointments/storage: Carriers may charge redelivery or storage fees if the scheduled window is missed or if freight sits beyond the free holding period.

Where We Ship

• Contiguous U.S. (Lower 48): Standard policy applies.
• Alaska & Hawaii: Small-parcel only with additional charges. We’ll email a quote for approval before shipping.
• APO/FPO: Small items via USPS; size/weight/content limits may apply.
• International: We don’t ship internationally, but we can ship to your U.S.-based freight forwarder.

Remote & Limited-Access Addresses

Islands, narrow or unpaved roads, high-rise buildings without elevator access, and gated/limited-access communities may require special arrangements or extra fees. If you anticipate access limitations, tell us at checkout so we can plan the best delivery method.

Address Changes & Undeliverable Packages

• Verify your address carefully. Once shipped, freight reroutes require carrier approval and incur additional fees.
• If a package is returned as undeliverable, the customer is responsible for round-trip shipping and redelivery charges.

Returns, Damages & Defective/Warranty

Depending on the situation, your request will be handled as a Normal Return, a Damage Claim, or a Defective/Warranty Claim. Each flow has different rules and timelines to protect you and keep things moving quickly.

Normal Returns (Change of Mind / Not a Fit)

• Return window: 30 days from delivery on eligible items.
• Item condition: New, unused, uninstalled, in original inner/outer packaging with all parts, manuals, and accessories.
• Initiate: Email info@bestofbackyard.com with order #, item(s), and reason. We’ll issue an RMA with instructions and (when applicable) labels.
• Photos: If returning via freight, we may require a quick photo of the repacked pallet before authorizing pickup.
• Refund timing: After inspection, refunds process to your original payment method within 5–7 business days.

Non-Returnable Items

• Used, installed, or modified items
• Custom, made-to-order, or special-order products
• Items marked “non-returnable” on the product page
• Clearance/final-sale items
• Returns requested beyond 30 days of delivery

Restocking Fees (When Applicable)

• 0% if unopened/unused and return is due to our error or confirmed shipping damage/defect
• 10–25% for opened packaging, missing parts, repackaging/freight re-handling on large items

Damages (Ship Damage / Concealed Damage)

• Inspect upon delivery: Open boxes and inspect inner contents right away—even if installation is later.
• Report window: Notify us of damage within 5 calendar days of delivery.

When Damage Is Reported Within 5 Days

• We’ll offer the best solution: replacement parts, a discount to keep as-is, or a return for refund/replacement.
• Do not use the item until we’ve finalized the resolution.
• Keep all packaging and parts; we may need them for carrier inspection or return.

If Reported After 5 Days

• Refunds/credits/free parts are not available outside the claim window.
• We can sell replacement parts if available. Photos may be required to identify what’s needed.

Defective / Warranty Claims

Most brands include a manufacturer warranty. If your product appears defective, we’ll help you through the brand’s warranty process (requirements vary by manufacturer).

• Within warranty: Provide serial number(s), description of the issue, and clear photos/video of the problem.
• Our team will attempt basic troubleshooting to confirm a defect, then coordinate with the manufacturer.
• The manufacturer reviews and approves/rejects the claim. If approved, they’ll provide repair/service/parts per their warranty terms.
• Some items/parts may need to be returned to the manufacturer for quality control; we’ll advise if that’s required.

If the Item Is Out of Warranty

• We cannot file a warranty claim on expired coverage.
• Replacement parts or units (if available) can be purchased through Best of Backyard.

Order Changes, Cancellations & Refusals

• Before shipment: Most orders can be canceled or modified without penalty.
• After shipment: Treated as a return (shipping both ways + any applicable restocking may apply).
• Refusing non-damaged freight is treated as a return with shipping and restocking fees deducted.

We reserve the right to choose carrier, service level, and ship-from location for standard shipping. For special delivery needs, contact us before ordering so we can advise options and any added costs.

Frequently Asked Questions

Contact Us

Questions about shipping, returns, or a warranty claim? We’ll walk you through it.

Phone: 951-977-8222  |  Email: info@bestofbackyard.com