Cancellations
If you would like to cancel an order, please email or call our customer service team immediately to avoid return shipping fees. Orders canceled 24 hours after purchase are subject to a 3% fee. This fee covers payment processing fees. In addition, some manufacturers also charge a restocking fee of up to 25%.
Orders canceled after items have shipped will follow our Return Policy and will be subject to return shipping costs. Items not eligible for return will not be canceled
If you request to cancel a non-returnable product that has been processed and shipped but not yet delivered, 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.
Returns
We carefully curate and select items for our site and work with skilled manufacturers to ensure excellent product selection for our site. In the event you are not satisfied with your order and would like to return it, you may do so within 7 days of delivery. (Note: Exclusions apply. See below)
Unfortunately, not every item on our site is eligible for a return. This will be noted on the individual product page. Our products ship directly from their manufacturers. Therefore, each manufacturer’s return policy applies to their products.
Keep all packing materials. Products must have the original box, packaging materials, manuals, and accessories. We cannot accept damaged returns without the original packaging.
We do not accept returns or offer refunds for:
- 2MamaBees products
- Amish Country Gazebos products
- Custom made to order items including custom color combinations
- Used items or items without original packaging
- Altered items (repainted, refinished, cut, etc.)
- Items that have been installed or assembled
- Products labeled “Final Sale”
- Products that have had their original manufacturer packaging opened
- Products with missing parts, instructions, manuals, registration information, or packaging materials
- Labor, delivery, and/or installation services
For items eligible to return, you may return the item to the warehouse within 7 days of delivery. In order for us to process your return, you must have a RMA (Return Merchandise Authorization) number from us.To request a return call us at 1-800-640-5978. Any items returned without a RMA number or outside the 14 day return period will not be accepted and will be returned to you.
Backyard Emporium does not offer free returns and the customer is responsible for all costs associated with the return. Please choose a reliable carrier which gives a tracking number, shipping insurance, and proper packaging as Backyard Emporium will not be held liable for any lost or damaged returns.
If the order was shipped to you at no charge, including any free shipping promotions, this cost will be deducted from your refund. You will be refunded the original purchase price minus shipping cost to the shipping location and up to a 25% restocking fee. Shipping and or delivery fees are non refundable. Once your return is received and inspected, we will send you an email to let you know that we have received your item. If your refund is approved, your refund will be issued to your original method of payment. It may take up to five business days for the refund to post.
By purchasing an oversized product, you authorize Backyard Emporium and/or its carriers to charge additional fees to your credit card, if needed, based on the policies outlined here.
Please note that colors are displayed differently on different monitors and browsers. Backyard Emporium is not responsible for variations in color between the product shown on our site and the product you delivered to you. Products made from natural materials such as wood will have variations as well. These variations will not be considered damaged, incorrect, or defective. Thus, we will not accept returns for issues related to variations.
Please note that Backyard Emporium only sells to purchasers who intend to use the item(s) for the duration of its economic life. Orders purchased for the specific purpose of a "one time use or temporary use" are not eligible for return under any circumstances. This includes but is not limited to; orders intended for use in a trade show or a conference venue, orders that are purchased by promotional companies, and orders that are purchased by trade show facilitators.
If we identify an unreasonable return pattern, we may decline future transactions or returns from such customers at any time.
Damaged or Defective Items
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.
Any warranty claims will be handled by the manufacturer under the terms of their warranty. It is the customer’s responsibility to contact the manufacturer to file the claim. Backyard Emporium is not responsible for replacing products or parts that fall under the manufacturer's warranty.
For Freight Deliveries:
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.
Store Credit
In some circumstances your refund may be issued as store credit. Store credit can only be redeemed for merchandise or services offered online. Store credit has no cash value and cannot be redeemed for cash. Additional restrictions may apply.