Frequently Asked Questions
Frequently Asked Questions
Last updated: March 15, 2026
Have a question? Browse the topics below. If you don't find what you're looking for, contact us at support@backyardease.com or call +1 (706) 807-2323.
ORDERS AND PAYMENT
Q: What payment methods do you accept?
A: We currently accept PayPal and Venmo. All transactions are processed securely through Shopify's PCI-DSS compliant checkout. We do not store your payment details.
Q: Can I modify or cancel my order after placing it?
A: Yes, provided your order has not yet been shipped. Contact us immediately at support@backyardease.com or call +1 (706) 807-2323. Once an order has shipped, it cannot be modified or cancelled — please refer to our Return and Refund Policy in that case.
Q: Will I receive an order confirmation?
A: Yes. A confirmation email is sent to the email address provided at checkout immediately after your order is placed. If you do not receive it within a few minutes, please check your spam folder or contact us.
Q: Is it safe to shop on BackyardEase?
A: Absolutely. Our store is powered by Shopify, one of the world's most trusted e-commerce platforms. All transactions are encrypted via SSL and processed through Shopify's secure, PCI-DSS compliant checkout infrastructure.
SHIPPING AND DELIVERY
Q: Where do you ship?
A: We currently ship to the contiguous United States (lower 48 states). We do not currently ship to Alaska, Hawaii, U.S. territories, or international destinations.
Q: How much does shipping cost?
A: We offer free standard shipping on all qualifying orders to the contiguous United States. Freight shipping costs for oversized items, if applicable, will be clearly displayed at checkout before you complete your purchase.
Q: How long will it take to receive my order?
A: Orders are processed within 1–3 business days. After processing:
- Standard parcel items: 5–10 business days
- Large or freight-shipped items: 10–21 business days
Delivery times are estimates and may vary due to carrier conditions.
Q: How do I track my order?
A: Once your order ships, you will receive a confirmation email with your tracking number and a direct link to track your package. You can also visit www.backyardease.com for order status updates.
Q: My order shows delivered but I haven't received it. What do I do?
A: First, check with neighbors or building management and allow 1–2 additional business days. If the issue persists, contact us at support@backyardease.com and we will open a carrier investigation. If your package is confirmed lost, we will send a replacement or issue a full refund.
Q: Do you offer white-glove delivery?
A: Yes, for select large items such as outdoor furniture sets, spa equipment, and outdoor kitchen units. White-glove delivery includes in-home placement and packaging removal. Where available, this option will appear at checkout. The freight carrier will contact you to schedule a delivery appointment.
RETURNS AND REFUNDS
Q: What is your return policy?
A: We accept returns within 30 days of receipt. Items must be unused, undamaged, and in their original packaging. For full details, visit our Return and Refund Policy at www.backyardease.com/policies/refund-policy.
Q: How do I initiate a return?
A: Contact us at support@backyardease.com with your order number and reason for return. We will respond within 1–2 business days with return instructions and a Return Merchandise Authorization (RMA) number.
Q: Who pays for return shipping?
A: Return shipping costs are the customer's responsibility for change-of-mind returns. If your item arrived defective, damaged, or incorrect, BackyardEase covers all return shipping costs.
Q: How long does it take to receive my refund?
A: Once we receive and inspect your returned item, we will process your refund within 5 business days. Please allow an additional 5–10 business days for the refund to appear in your account depending on your payment provider.
Q: Can I exchange an item?
A: Yes. We replace items that are defective, damaged, or incorrect at no cost to you. For change-of-mind exchanges, the customer is responsible for return shipping costs. Contact us at support@backyardease.com to arrange an exchange.
PRODUCTS AND WARRANTY
Q: Do your products come with a warranty?
A: Yes. All products sold by BackyardEase are covered by the original manufacturer's warranty. Warranty periods vary by product and category — typically ranging from 1 to 5 years. For full details, visit our Warranty Policy at www.backyardease.com/pages/warranty-policy.
Q: How do I make a warranty claim?
A: Contact us at support@backyardease.com with your order number, product name, a description of the issue, and photos or video of the defect. We will review your claim within 2–3 business days and coordinate the resolution with the manufacturer.
Q: Are your products assembled or do they require assembly?
A: This varies by product. Assembly requirements are noted on each individual product page. For items delivered via white-glove service, assembly and placement are included.
Q: What outdoor product categories do you carry?
A: BackyardEase carries four core categories:
- Outdoor Escapes: Patio furniture, pergolas, and outdoor seating
- Culinary Oasis: Outdoor kitchens, grills, and dining sets
- Spa and Leisure: Hot tubs, fire pits, and relaxation equipment
- Seasonal Comfort: Heaters, shade solutions, and weather-ready accessories
ACCOUNT AND PRIVACY
Q: Do I need an account to place an order?
A: No. You can check out as a guest. However, creating an account allows you to track orders, save your preferences, and access your order history more easily.
Q: How does BackyardEase protect my personal information?
A: We take your privacy seriously. All data is transmitted via SSL encryption and processed through Shopify's secure infrastructure. We do not sell your personal information. For full details, visit our Privacy Policy at www.backyardease.com/policies/privacy-policy.
Q: How do I opt out of marketing emails?
A: Every marketing email we send includes an unsubscribe link at the bottom. Click it at any time to opt out. You will continue to receive transactional emails related to your orders.
CONTACT AND SUPPORT
Q: How do I contact BackyardEase?
A: You can reach us by:
- Email: support@backyardease.com
- Phone: +1 (706) 807-2323
- Hours: Monday–Friday, 9:00 AM – 5:00 PM ET
We aim to respond to all email inquiries within 1–2 business days.
Q: Where is BackyardEase located?
A: We are based in Atlanta, Georgia.
Our mailing address is: 8735 Dunwoody Pl STE R, Atlanta, Georgia 30350, US.