Shipping Policy

Shipping Policy – Backyarder Direct

Freight Shipping
Many of the items we sell at Backyarder Direct are too large and/or heavy to ship with standard postal carriers. These items will be shipped via a freight carrier. We reserve the right to choose which freight carrier delivers your shipment.

Freight shipments are dropped off at your curb. The driver is not expected to bring items inside, into the backyard, or upstairs. Please plan ahead and have help available to move large or heavy items if needed.

Freight shipping is more complex than standard delivery due to the size and weight of the products. Delays may occur and are beyond our control. Delivery times are not guaranteed.

All orders include free shipping with our default method:
Curbside Delivery, which typically arrives within 5–15 days after your order is placed.

We also offer upgraded delivery options:

• Threshold Shipping: Delivery to your porch or garage
  

• Threshold + Assembly: Threshold delivery plus technician assembly (contact us to schedule). Packaging is not removed
  

• White Glove Delivery: Full-service delivery to your room of choice, minor assembly, and removal of all packaging materials
  
  

Lead Times

• Orders placed Monday–Friday are processed the same day
  

• Orders placed on Saturday or Sunday are processed the next business day (typically Monday)
  

• In-stock items generally ship within 2–3 business days after processing
  

• Backordered items may require additional time before shipment
  

• We do our best to list accurate lead times, but they are not guaranteed
  
  

Order Confirmation
Once you place an order, you will receive an order confirmation email confirming receipt and pre-authorization of your card.

We then confirm item availability with our suppliers:

• If the item is backordered, the pre-authorization will be voided and you’ll be notified
  

• If the item is available for shipment within 5 business days, we’ll process your payment and submit the order for shipping
  
  

Order Shipment

• Handling Time: 1–3 Business Days (Mon–Fri)
  

• Transit Time: 5–15 Business Days (Mon–Sun)
  
  

Shipping Restrictions
We currently ship only within the USA. If the website allows checkout using a non-U.S. address (e.g., select Canadian locations), the order will be fulfilled.

 

Address Changes
If your order has already been processed or shipped and you need to change the delivery address:

• We’ll try our best to accommodate the change
  

• Delivery delays are expected
  

• Any fees charged by the freight carrier will be the customer’s responsibility
  

• No exceptions
  
  

Shipping Times Disclaimer
All shipping times listed are estimates, not guarantees.

If a customer cancels due to a shipping delay, they are responsible for:

• Any related shipping costs
  

• Warehouse storage fees
  

• Any carrier-assessed fees
  

Filing a chargeback for delayed delivery will be treated as fraud. No exceptions.

 

Missed Deliveries
If the customer misses a scheduled delivery, the freight carrier typically charges 50% of the original freight fee for re-delivery.

All re-delivery costs are the customer’s responsibility.

 

Delivery Preparation
You must inspect the packaging at the time of delivery.

• If there is visible damage, note it clearly on the delivery receipt before signing
  

• If damage is not noted, we may be unable to assist with claims or replacements
  

• If your item arrives damaged, email support@backyarderdirect.com within 24 hours with:
  

• Photos of the item, packaging, and SKU label
  

• A brief description of the issue
  

If documentation is not submitted within 24 hours, we cannot file a freight claim and no refund or replacement will be issued. No exceptions.

 

Damaged Items
You must report any damage or defects within 5 business days by emailing support@backyarderdirect.com.

If reported within the timeframe:

• We may offer free replacement parts, a discount, or a full replacement/refund
  

• Do not use the item while awaiting resolution
  

• You’ll have 3 business days to accept or reject our offer
  

• Keep all packaging in case of freight inspection
  

If not reported within 5 business days:

• No refunds, free parts, discounts, or exchanges will be provided
  

• Paid replacement parts may be available
  

Note: Some items may arrive with minor manufacturing residue. Backyarders Direct is not responsible for cleaning or cosmetic removal.

 

Missing Items
If a product listed on your delivery receipt is missing, you must:

• Mark the receipt as “missing”
  

• Notify the driver
  

• Contact support@backyarderdirect.com within 5 business days
  

We’ll work with the carrier to locate it. If it cannot be found, we’ll ship a replacement at no charge.

Claims reported after 5 days may be denied.
Do not schedule contractors until all items arrive and are fully inspected.

 

Stolen Packages (FedEx/UPS)
If your package is marked as "delivered" but you did not receive it, you must file a claim with the carrier.
 Backyarders Direct is not responsible for stolen packages.

 

Shipping Options
Shipping is completely free on all orders.

Our default method is Curbside Delivery. Additional services are available for an extra charge:

• Threshold Delivery
  

• Threshold + Assembly
  

• White Glove Delivery
  

BY USING THIS SITE, YOU AGREE TO THESE TERMS. IF YOU DO NOT AGREE, DO NOT USE THE SITE.

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