Shipping, Returns & Order Cancellation Policy

Simple Shipping Summary

Small items ship by parcel carrier such as UPS, FedEx, or USPS. Large or heavy items ship by LTL freight on a pallet with curbside delivery and liftgate service included when applicable.

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 may ship the same day when possible.
• Business days: Monday through Friday, excluding carrier and federal holidays.
• Verification holds: High-value or flagged orders may require address, payment, or ID confirmation, which can add processing time.

Stock Status Definitions

Split Shipments & Multiple Warehouses

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

Carrier Holidays

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

Shipping Methods & Delivery

Small Parcel Shipping

• Used for accessories, parts, tools, and lighter items.
• Typical transit time is 1–4 business days after processing, depending on location.
• All shipments include tracking.
• Orders over $400 may require an adult signature.
• PO Boxes: Parcel only. Size and weight limits apply. Freight orders cannot deliver to PO Boxes.

LTL Freight Shipping

• Used for grills, refrigeration, cabinetry, islands, and large or heavy outdoor kitchen equipment.
• Curbside delivery with liftgate is included when applicable.
• Freight carriers do not move items to patios, backyards, garages, driveways, or indoors.
• Most carriers call or text to schedule a delivery window. Please provide a valid phone number at checkout.
• Transit: Typically 5–10 business days after processing, depending on carrier route and destination.
• Missed appointments or storage: Carriers may charge redelivery or storage fees if the delivery appointment 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 will email a quote for approval before shipping.
• APO/FPO: Small items may ship by USPS. Size, weight, and item restrictions may apply.
• International: We do not ship internationally, but we may ship to your U.S.-based freight forwarder.

Remote & Limited-Access Addresses

Islands, narrow roads, unpaved roads, high-rise buildings without elevator access, gated communities, or other limited-access locations may require special arrangements or additional fees. Please inform us at checkout if your delivery location has access limitations.

Address Changes & Undeliverable Packages

• Please verify your shipping address before placing your order.
• Freight reroutes after shipment require carrier approval and may incur additional fees.
• Undeliverable packages may incur round-trip shipping, redelivery, or storage charges, which are the customer’s responsibility.

Order Cancellations

We understand that plans can change. If you need to cancel an order, please contact us as soon as possible at info@bestofbackyard.com or call 951-977-8222.

Canceling an Order While It Is Processing

If your order is still processing and has not shipped, we will do our best to cancel it before it leaves our warehouse, distributor, or manufacturer. However, some orders are processed quickly, reserved with the manufacturer, sent to production, or prepared for freight shortly after purchase.

• Standard in-stock orders: May be canceled before shipment as long as the order has not been packed, palletized, picked up by the carrier, or released to the distributor.
• Backordered or pre-order items: May usually be canceled before shipment unless the item has already been specially reserved, allocated, or ordered for your order.
• Drop-ship orders: May not be cancelable once the manufacturer or distributor has released the order for processing, picking, packing, or freight pickup.
• Custom, made-to-order, or special-order items: May not be cancelable once production, fabrication, ordering, material purchasing, or custom work has started.
• High-value or high-volume orders: May be subject to review before cancellation is approved, especially if inventory has already been reserved, ordered, or allocated.

Returns

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

How to Start a Return

• Submit a return request at bestofbackyard.com/startreturn or email info@bestofbackyard.com with your order number, item details, and reason for return.
• You will receive an email confirming your request, including a Return Authorization / RMA, return instructions, and return shipping details 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 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.
• 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, warehouse deal, open-box, or final sale items
• Custom-made, special-order, or made-to-order products
• Custom outdoor kitchens, Yoder custom grills, and other high-value custom orders
• Items marked “non-returnable” in the product description
• Outdoor kitchen islands, custom island components, or built-to-order island projects
• 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. Please inspect all items and packaging immediately upon receipt, even if you plan to install the item later.

Damage Reported Within 5 Days

• Contact us at info@bestofbackyard.com or call 951-977-8222 with photos of the damaged item, packaging, pallet, and your order number.
• We will review the claim and offer solutions such as replacement parts, a discount to keep the item as-is, or a return for refund or replacement when applicable.
• Do not use or install the item until a resolution is finalized.
• If you choose a discount to keep the item as-is, you have 5 calendar days to accept or reject the offer.
• Keep all packaging, boxes, pallets, 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 normal timeframe for filing carrier or manufacturer claims.
• Replacement parts may be purchased through Best of Backyard when available.
• Photos may be required to identify the correct replacement parts.
• You may 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 support according to the warranty terms listed in the product manual. To start a warranty claim, visit bestofbackyard.com/warranty or contact us at info@bestofbackyard.com or 951-977-8222.

• Within the warranty period: Please provide serial number(s), a description of the issue, and clear photos or videos showing the defect.
• We may troubleshoot with you to help confirm the issue before submitting the claim to the manufacturer.
• The manufacturer will review and approve or reject the claim based on their warranty terms.
• If approved, the manufacturer may provide repair, replacement parts, replacement items, or service according to their policy.
• Some parts or items may need to be returned to the manufacturer for inspection or quality control.

Defects Outside the Warranty Period

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

Frequently Asked Questions

Contact Us

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

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