Shipping policy
Shipping Policy
Effective Date: March 15, 2026
1. Introduction
At BackyardEase ("we," "us," or "our"), we aim to provide a seamless and transparent shipping experience for every customer. This Shipping Policy outlines the terms and conditions related to the delivery of products purchased from our website, www.backyardease.com.
Because we carry premium, large-format outdoor living products — including patio furniture, outdoor kitchens, spa equipment, and seasonal comfort items — some orders ship via freight carrier with white-glove delivery options. All applicable details are noted below and displayed at checkout.
2. Shipping Destinations
We currently ship to the contiguous United States (lower 48 states).
At this time, we do not ship to Alaska, Hawaii, U.S. territories, or international destinations. We are continually working to expand our shipping reach — please check back for updates or contact us at support@backyardease.com for special requests.
3. Shipping Costs
Free Shipping:
We offer free standard shipping on all qualifying orders to the contiguous United States. Any exceptions will be clearly noted on the product page and at checkout.
Freight and White-Glove Delivery:
Certain large or heavy items (such as outdoor furniture sets, hot tubs, or outdoor kitchen units) may ship via freight carrier. Where applicable, freight shipping costs and any white-glove delivery upgrade fees will be calculated and displayed at checkout before you complete your purchase.
No Hidden Fees:
All shipping costs are calculated and displayed at checkout. You will never be charged a shipping fee that was not shown before you placed your order.
4. Order Processing Time
Processing Time:
Orders are processed within 1–3 business days (Monday through Friday, excluding U.S. federal holidays).
Order Cut-Off Time:
Orders placed before 5:00 PM ET will begin processing the same business day.
Weekend and Holiday Orders:
Orders placed on weekends or public holidays will begin processing on the next business day.
Please note: Processing time is separate from shipping transit time. Your total delivery window is processing time plus the estimated transit time for your chosen shipping method.
5. Estimated Delivery Time
Standard Shipping (parcel):
5–10 business days after order processing.
Freight Shipping (large items):
10–21 business days after order processing, depending on your location and the carrier's schedule. Freight deliveries typically require scheduling a delivery appointment — the carrier will contact you directly.
White-Glove Delivery (where available):
Includes in-home delivery, placement, and packaging removal. Scheduling is coordinated by the freight carrier after shipment.
Important: All delivery times are estimates. Actual delivery may vary due to factors beyond our control, including weather conditions, carrier delays, and high-volume shipping periods. We will keep you informed of any significant delays affecting your order.
6. Shipping Methods and Carriers
Parcel Carriers:
We partner with UPS, FedEx, and USPS for standard parcel shipments, depending on your location and the size of your order.
Freight Carriers:
Large or heavy items ship via reputable LTL (less-than-truckload) freight carriers. The specific carrier will be confirmed in your shipping notification email.
Carrier Selection:
BackyardEase reserves the right to select the most appropriate carrier for your order based on item size, weight, and destination.
Shipment Tracking:
All orders include tracking information provided via email once your order has shipped.
7. Order Tracking
After your order ships, you will receive a shipping confirmation email containing:
- Your tracking number
- The name of the carrier
- A direct link to track your package
To track your order at any time, visit www.backyardease.com or the carrier's website and enter your tracking number. For freight shipments, tracking updates may be less frequent than parcel tracking — this is normal.
If you have questions or need assistance tracking your order, contact us at:
Email: support@backyardease.com
Phone: +1 (706) 807-2323
8. Delivery Issues
8.1 Delayed or Lost Packages
Delayed Delivery:
If your package has not arrived within the estimated delivery window, please contact us at support@backyardease.com or +1 (706) 807-2323 and we will investigate with the carrier on your behalf.
Lost Packages:
If your tracking information shows "delivered" but you have not received your package:
- Verify the shipping address on your order confirmation.
- Check with neighbors, building management, or a safe location near your entrance.
- Allow 1–2 additional business days, as carriers occasionally mark packages delivered prematurely.
- Contact us if the issue persists — we will open a carrier investigation and work to resolve it promptly.
If a package is confirmed lost, we will offer a full replacement or refund at no additional cost to you.
8.2 Damaged Packages
If your order arrives visibly damaged:
- Take clear photos of the damaged outer packaging and the damaged item(s) before discarding any packaging materials.
- Contact us within 48 hours of delivery at support@backyardease.com with your order number and photos.
We will arrange a replacement or issue a full refund, including any applicable return shipping costs. Do not discard the original packaging until we have confirmed a resolution, as the carrier may require an inspection.
9. Missing Items
If any items are missing from your order upon delivery:
- Contact us within 7 days of receiving your package.
- Provide your order number and a description of the missing item(s).
We will investigate and resolve the issue promptly by sending the missing item(s) or issuing a refund for the affected items.
10. Returns and Refunds
Returns are accepted within 30 days of receiving your order, subject to our Return and Refund Policy. Items must be unused, undamaged, and in their original packaging.
For full details on our return process, eligibility conditions, and refund timelines, please refer to our Return and Refund Policy at:
www.backyardease.com/policies/refund-policy
11. Incorrect Address
Please ensure that all shipping information entered at checkout is accurate and complete. BackyardEase is not responsible for orders shipped to an incorrect address provided by the customer.
If a package is returned to us due to an incorrect or incomplete address:
- We will contact you via email to confirm the correct address.
- We will arrange reshipment at our earliest convenience.
- Additional shipping charges may apply for re-delivery.
For freight shipments, address corrections after dispatch may incur carrier fees that are passed on to the customer.
12. International Customs and Duties
At this time, BackyardEase ships only within the contiguous United States and does not process international orders. This section will be updated if and when international shipping becomes available.
13. Contact Information
If you have any questions or concerns regarding your shipment, please contact us:
Email: support@backyardease.com
Phone: +1 (706) 807-2323
Address: 8735 Dunwoody Pl STE R, Atlanta, Georgia 30350, US
Hours: Monday–Friday, 9:00 AM – 5:00 PM ET
Website: www.backyardease.com
14. Changes to This Shipping Policy
We reserve the right to modify this Shipping Policy at any time. Changes will take effect immediately upon posting to the website with an updated Effective Date. We encourage you to review this policy periodically.
Thank you for shopping with BackyardEase.
We appreciate your business and are committed to delivering your outdoor living experience with care.