Ordering and Payment Processing
Please read our shipping policy carefully to understand how and when your order will ship. If you have any questions, please reach out to us via chat, phone, or email and our friendly and knowledgeable customer service team will be happy to help.
A valid email address must be provided during the checkout process. As soon as you place your order you will receive an order confirmation email. This means that we have pre-authorized your credit card for the purchase and are preparing your order. As soon as we receive your order, we automatically reach out to confirm that it is in stock and available for immediate shipment. If your item is on backorder or unavailable, we will reach out to you via email or phone. If your item is available for shipment, we will process the charges and submit the order for shipment.
All orders are subject to verification and approval. Backyard Emporium reserves the right at any time to accept or decline your order for any reason. We may require additional verifications before accepting any order.
Please note that Backyard Emporium is not responsible for ensuring compliance with state, county or city codes. Please check your local laws and ordinances before placing an order. Orders will not be canceled, refunded, or returned due to issues with permitting or building compliance.
Shipping
Shipping is FREE on most orders to customers within the lower 48 states in the United States. Oversize and freight shipping surcharges may apply to some items due to their size and weight. This surcharge will be noted on the individual product page.
Please note that shipping restrictions may apply or there may be shipping surcharges added to your order for customers who live in hard-to-reach areas, islands with limited access, or remote locations. Our customer service team will reach out to you prior to shipment to confirm additional charges. Some zip codes may also incur additional shipping charges to cover handling fees for large packages (100## – 119## (New York), 200## – 205## (Washington DC) & 025## – 026## (Massachusetts).
Shipping times vary from 2-7 business days if your product is in stock. Some custom made products or freight items may be 2-4 weeks. All lead times are only estimated shipping times and are subject to availability of products and/or manufacturer's availability.These shipping estimates are the time it takes for an item to get to your home AFTER it leaves the manufacturer’s warehouse. Due to factors beyond our control (such as production delays, freight delays, backorders, adverse weather events, etc.) Backyard Emporium is not able to guarantee delivery dates. Orders may not be canceled, refunded, or returned due to shipping delays.
We will send you shipping confirmation within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out. If you do not receive shipping confirmation from us within four business days of your order feel free to follow up with us at info@backyardemporium.com.
Orders containing multiple items may ship from different warehouses across the country. Arrival time for each package may vary.
Please verify your shipping address prior to ordering. Shipping carriers charge fees for address changes. We will contact you via email or telephone regarding the amount.
Thoroughly inspect the product as soon as possible upon delivery. If you see any damage to the product, items are missing, or anything else is wrong take clear photos of the damage or issue of the product and packaging and submit the claim within 24 hours of delivery. These are required in order to process a claim. Failure to do so within the 24 hour period following delivery may result in your claim being denied. Damages may be reported to info@backyardemporium.com. Backyard Emporium is not responsible for any misplaced or stolen packages.
Once your claim has been processed and we have received your damaged item back, we will ship replacement parts to you. Your claim will be denied if the item has been used, altered, or installed.
Keep all packing materials. Products must have the original box, packaging materials, manuals, and accessories. We cannot accept damaged returns without the original packaging.
Oversized Item Shipment Policy
Oversized items will be delivered via freight. For curbside delivery of freight, the delivery driver is only obligated to deliver your freight at the end of your driveway. It is then your responsibility to move it from there to your desired location. Drivers may deliver up your driveway when possible, but it is up to them to make that decision. They are also not obligated to assist with the freight once it is off the truck. In the event the truck does not have a lift gate, you will be responsible for offloading the freight.
For white glove delivery of freight, the carrier will offload the delivery, move the freight to your desired location, and dispose of any packing materials. Not all products are available for white glove delivery.
Please note that oversize and freight shipping surcharges may apply to some items due to their size and weight. This surcharge will be noted on the individual product page.
The shipping company will reach out to you to schedule a time for delivery. You must be present for delivery. If you are not able to accept delivery at the scheduled time, you will be responsible for any fees incurred for redelivery. If you are not able to accept delivery within 5 days of notification, you may be charged additional fees for the carrier to hold your shipment at the shipping terminal. Backyard Emporium is in no way responsible or liable for storage fees or held shipment charges should you choose to delay or alter shipping.
If a tractor trailer cannot access your street, Backyard Emporium assumes no liability. Some of our items ship very quickly from the warehouse. If we are not notified immediately after the order is placed, the customer will be liable for any additional shipping charges incurred.
Carriers typically allow 15 minutes for delivery of your product. The carrier may charge fees for excessive delays.
Please follow our guidelines below upon delivery to ensure the best customer experience.
Have the driver wait while you inspect the delivery. In the event that the driver will not wait, write “Driver refused inspection, possible concealed damage” on the delivery receipt.
Inspect the packaging and open the product. If you see any damage to the packaging or product note the exact damage on the delivery receipt. Also note if any items are missing.
Take clear photos of the damage or issue. These are required in order to process a damage claim. Email these immediately along with a description of the damage to info@backyardemporium.com.
If the product has excessive damage or is an incorrect item, refuse the delivery and contact us immediately.
You must contact Backyard Emporium within 24 hours of delivery to report damage or missing items. If we are not contacted within 24 hours your claim may be denied. Contact us at info@backyardemporium.com or 800-640-5978.
If shipment is refused prior to inspection of the item, you may be subject to redelivery, shipping, or restocking fees. If the item is non-returnable you will be charged 70% of the price of the non-returnable item as a restocking fee. In addition, shipping costs both ways will be deducted from your refund.
In the unlikely event that your item arrives damaged or incorrect, we will work with you to make it right. It is our policy to replace damaged items. If you choose not to accept the replacement you will be responsible for shipping both ways as well as the restocking fee of up to 25% to cover handling and processing.
Once your claim has been processed and we have received your damage item back, we will ship replacement parts to you. Damage claims will be denied if the item has been used, altered, or installed. Keep all packing materials including the pallet. Products must have the original box, packaging materials, manuals, and accessories.
Claims will be denied if freight shipment is signed for with knowledge of damage or error. If you sign for a freight shipment without noting and reporting the damage or error, the customer will assume liability for the damaged product and your claim may be denied. By signing for your delivery without noting the problem with your shipment on the delivery paperwork, you affirm the item was delivered to you with no damage or defect.
Products damaged by the customer or installer during assembly or products damaged by the customer during use are not eligible to return.