Cancellations and Returns

Cancellations & Refunds – Backyarder Direct

At Backyarder Direct, we pride ourselves on having one of the most customer-friendly return policies in the outdoor industry. You can cancel your order any time before it ships—completely free of charge (exceptions apply for custom or made-to-order items; see below).

If you have questions, email us at support@backyarderdirect.com or call us at (276) 624-9993.

Please refer to our business hours listed at the bottom of our website when contacting us.

Cancellations (Before Order Ships)

If you need to cancel an order, contact us as soon as possible so we can refund you in full before your order leaves the warehouse.

You can reach us during business hours at (276) 624-9993, or email us anytime at support@backyarderdirect.com.

Cancellations of Custom Orders

Custom or made-to-order products cannot be canceled or refunded once placed, as these items are put into production specifically for your order.

These units are built to your specifications and begin manufacturing as soon as the order is submitted. Your warranty guarantees a fully functional and operational product.

If you are unsure whether your item is considered custom, contact us before purchasing.

All sales are final for custom and made-to-order products.

Refunds and Returns

If you need to exchange a product, you may do so if it has not been used or opened. The customer is responsible for all return and replacement shipping costs.

Transaction fees will also be deducted from your refund. These vary by payment method:

• Standard credit/debit cards: ~2.9% + $0.30
  

• Financing/payment plan services: ~5.99% + $0.30
  

Not all products are eligible for return after shipment. Because we order directly from the manufacturers, we must follow their return policies. If the manufacturer does not accept returns, we cannot override that.

Return Fees

Due to increasing freight shipping costs, all outright returns are subject to:

• 20% restocking fee
  

• Return shipping costs
  

If you're exchanging your product for another item, we may be able to offset some fees depending on the item.

Return Window

Customers have 30 days from the date of delivery to initiate a return—unless a specific brand’s policy overrides this, which will be stated on the product page.

Refund Timeline

Refunds are typically processed within 3–10 business days once the returned item is received and inspected.

Shipping Times

We do our best to deliver your order quickly. Estimated shipping times are listed on product pages, but delays can occur due to:

• Supply chain issues
  

• Manufacturer backlogs
  

• Carrier delays
  

These are out of our control, and while we understand delays can be frustrating, we appreciate your patience.

Customer Agreement (Must Read)

By purchasing from Backyarder Direct, you agree to the following return and exchange terms:

• I will inspect the shipment upon delivery and notify Backyarder Direct within 24 hours of visible damage, including photos.
  

• I understand I am responsible for return shipping and replacement shipping, unless the item is defective.
  

• Returned items must be unopened and unused.
  

• If the item has shipped, I understand that a full refund is not guaranteed.
  

• Outright returns are subject to return shipping + a 20% restocking fee.
  

• I understand shipping timelines are estimates and not guaranteed.
  

• I will not file a chargeback for delays outside of Backyarder Direct’s control.
  

Damages

You must inspect your delivery for any damage or defect. You must notify us via email within 5 business days of receiving the order.

If you report within 5 days:

Email support@backyarderdirect.com with:

• Photos of the damage
  

• Packaging and shipping box
  

• SKU label
  

• A description of the issue
  

We’ll offer one of the following:

• Free replacement parts
  

• A discount to keep the item
  

• A full replacement or refund
  

Important:

• Do not use the item before resolution
  

• You have 3 business days to accept or reject our proposed solution
  

• Keep all original packaging in case an inspection is required
  

If you fail to report the issue within 5 days:

• No refunds, replacements, or discounts will be offered
  

• Replacement parts may be available for purchase
  

Note: Some products may include minor manufacturing residue. Backyarder Direct is not responsible for cleaning or cosmetic adjustments.

Warranty

Warranty policies vary by brand. Check the product page for details.

Note: Warranty claims cover functional issues—not shipping damage. Shipping issues must be reported within 5 days.

Returns

By default, customers are responsible for:

• Return shipping costs
  

• Reconsignment or freight redirection fees due to incorrect information
  

However, many items include warranty protection that guarantees a fully functional product. See individual product listings for details.

BOGO Promotions

If you received a BOGO (Buy-One-Get-One) offer:

• Both items must be returned for a full refund
  

• If only one item is returned, a store credit or partial refund will be issued equal to the standalone item’s value
  

• If the order has shipped, you are still responsible for return shipping and any restocking fees
  

Refunds will be issued to the original payment method only.

Chargebacks

If there is a problem with your order, contact us directly—we're here to help.

Filing a chargeback without contacting us first will be considered fraudulent behavior and may result in legal action. We take theft seriously and are committed to resolving issues fairly.

Email us anytime at support@backyarderdirect.com and we’ll take care of you.

Contact Us
Business Name: Backyarder Direct
Email: support@backyarderdirect.com
Phone: (276) 624-9993
Customer Service Hours: Mon-Fri 9am-5pm MST