Shipping, Returns, Damages & Warranty

Simple Shipping Summary

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

Order Processing & Stock Status

Processing Times

• In-stock items typically 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 and federal holidays.
• Verification holds: High-value or flagged orders may require address or ID confirmation, adding approximately 1 business day.

Stock Status Definitions

Split Shipments & Multiple Warehouses

• Orders may ship in multiple boxes or from different warehouses to expedite delivery.
• Each shipment includes a separate tracking email.

Carrier Holidays

Carrier holidays may delay pickup and transit. Orders placed near holidays ship the next available business day.

Shipping Methods & Delivery

Small Parcel (UPS/FedEx/USPS)

• Suitable for accessories, parts, tools, and lighter items.
• Typical transit: 1–4 business days after processing (location-dependent).
• All shipments include 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 included. Carriers do not move items to patios, backyards, or indoors.
• Most carriers call or text to schedule a delivery window—provide a valid phone number at checkout.
• Transit: Typically 5–10 business days after processing.
• Missed appointments/storage: Carriers may charge redelivery or storage fees if the delivery window is missed or freight is held beyond the free 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, or gated communities may require special arrangements or fees. Inform us at checkout if you anticipate access limitations.

Address Changes & Undeliverable Packages

• Verify your address at checkout. Freight reroutes after shipment require carrier approval and incur fees.
• Undeliverable packages incur round-trip shipping and redelivery charges, which are the customer’s responsibility.

Normal Returns

Items must be in unused, unassembled condition and returned in their original packaging within 30 days of delivery.

How to Initiate a Return

• Submit a return request at bestofbackyard.com/startreturn or email info@bestofbackyard.com with your order number, item(s), and reason for return.
• You will receive an email confirming your request, including a Return Authorization (RMA), return shipping labels, and detailed instructions upon approval.
• Approved returns must be shipped back within 30 days of receiving approval.
• For freight returns, we may require a photo of the repacked pallet (a simple cell phone picture is sufficient) before authorizing pickup to ensure proper packaging.
• Items must be properly packaged in their original inner and outer packaging, including all parts, manuals, packing slips, and accessories to minimize damage during transit.
• After we receive and inspect the return, your refund will be issued to the original payment method. Processing time depends on the payment method used.

Non-Returnable Items

• Used, installed, or assembled items
• Clearance or warehouse deal items
• Custom-made, special-order, or made-to-order products
• Items marked “non-returnable” in the product description
• Outdoor Kitchen
• Items requested for return after the 30-day delivery period

Damaged Item Returns

You must notify us of any damage within 5 calendar days of delivery. Inspect all items and packaging immediately upon receipt, even if you plan to install later.

Damage Reported Within 5 Days

• Contact us at info@bestofbackyard.com or call 951-977-8222 with photos of the damaged item, packaging, and your order number.
• We will offer solutions such as replacement parts, a discount to keep the item as-is, or a return for refund or replacement.
• Do not use the item until a resolution is finalized.
• If you choose a discount, you have 5 calendar days to accept or reject our offer. Do not use the item during this period.
• Keep all packaging, boxes, and parts, as they may be needed for carrier inspection or return.

Damage Reported After 5 Days

• No refunds, credits, or free parts will be offered, as this is outside the timeframe for filing claims with carriers or manufacturers.
• Replacement parts can be purchased through Best of Backyard. Photos may be required to identify the needed parts.
• You are free to use the item if no return is approved.

Defective Item Warranty Claims

In the rare case of a defective product, most manufacturers we carry offer warranty processes detailed in your product manual. To initiate a warranty claim, visit bestofbackyard.com/warranty or contact us directly at info@bestofbackyard.com or 951-977-8222. Our support team will guide you through the manufacturer’s warranty process, which varies by brand.

• Within warranty period: Provide serial number(s), a description of the issue, and clear photos or videos showing the defect.
• We will troubleshoot with you to confirm the defect, then submit the claim to the manufacturer.
• The manufacturer will review and approve or reject the claim, with response times varying by their internal processes.
• If approved, the manufacturer will provide repair, parts, or service per their warranty terms.
• Some parts or items may need to be returned to the manufacturer for quality control. We will advise if this is required.

Defects Outside Warranty Period

• We cannot facilitate manufacturer warranty claims for expired coverage.
• Replacement parts or units, if available, can be purchased through Best of Backyard. Contact us for pricing and availability.
• Parts or replacements for discontinued items may not be available.

Frequently Asked Questions

Contact Us

Have questions about shipping, returns, damages, or warranty claims? We’re here to help.

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